How to File a Freight Insurance Claim in Australia: Step-by-Step Guide

When freight damage disrupts your supply chain, knowing how to file a freight insurance claim quickly can protect both your shipment and your bottom line. In 2024, global cargo insurance premiums climbed to USD 22.64 billion, an increase of 1.6% from the previous year, showing that shipping risks remain a real concern.

This guide explains how Australian businesses can lodge a freight insurance claim effectively and improve their chances of a successful payout.

How to File a Freight Insurance Claim

Filing a freight insurance claim doesn’t need to be complicated if you prepare properly and act immediately. Here’s a quick breakdown of what most Australian shippers need to do when damage, loss, or theft occurs:

1. Report the issue immediately: Notify your insurer or carrier as soon as the problem is discovered. Most insurers require notice within 24-72 hours, while others set stricter deadlines for total loss.
2. Notify all relevant parties: Contact your carrier, freight broker, or insurer right away. If theft is involved, file a police report and keep a copy.
3. Preserve the evidence: Keep damaged goods, packaging, and shipping labels intact for inspection. Take clear photos to document the loss.
4. Gather your documents: Collect your bill of lading, invoices, consignment note, insurance policy number, and repair or replacement quotes.
5. Submit and follow up: Lodge your claim with the insurer or freight provider and track its progress. Respond quickly to any requests for more information.

While every insurer’s process varies, following these steps gives your claim the best chance of approval and helps you recover your costs faster.

If you ship with Couriers & Freight, our integrated freight and insurance services make managing claims simpler and less stressful.

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What is Freight Insurance?

Freight insurance protects your goods while they’re being transported, covering damage, loss, or theft. For Australian businesses, it’s an important safeguard, especially when one damaged shipment can cost thousands to replace.

It’s important to know the difference between carrier liability and full freight insurance. Many shippers assume that carrier liability automatically covers the full value of their goods, but that’s rarely the case. Carrier liability only provides limited compensation, often based on weight or shipment value caps. Freight insurance, on the other hand, covers the total declared value of your goods, offering full protection if something goes wrong.

If you’re comparing coverage options, check the policy limits and exclusions carefully. Most providers also offer goods in transit insurance for domestic shipments.

Learn more about coverage types in our guide to Freight Insurance in Australia. 

Step 1: Report the Damage or Loss Promptly

Report any loss or damage the moment you spot it. Most insurers have strict timeframes, and acting quickly gives your claim the best chance of success. Take clear photos of the damage, record the shipment details, and keep a copy of your report for reference.

Most Australian insurers have different deadlines depending on the type of loss and their policy terms. For example:

• Qantas Freight: Requires notification within 14 days for partial damage, 21 days for delayed cargo, and 120 days for total loss.
• Zurich Insurance: Requests notice within three days of discovering the damage.
• QBE Insurance: Typically requires prompt written notice, often within 48 hours for domestic transit losses.

Check your policy carefully and report the incident immediately to avoid losing your eligibility. If you ship with Couriers & Freight, our team can help you report and document damage quickly so your claim stays on track.

Step 2: Notify All Relevant Parties

After reporting the incident, contact everyone involved in the shipment right away. Contact your carrier, freight broker, or insurance provider immediately so each party can start their own investigation. If the goods were stolen, vandalised, or tampered with, report the incident to the police and request a copy of the report for your records.

Prompt communication helps avoid disputes over responsibility and ensures all evidence is logged early.

Here’s a quick checklist of who to notify:

1. Carrier or courier: To record the incident and prevent further handling of damaged goods.
2. Insurance provider or broker: To confirm coverage and start the claims process.
3. Freight forwarder: If they arranged transit or insurance on your behalf.
4. Police: For theft, suspected fraud, or criminal damage.

Step 3: Preserve Evidence and Damaged Goods

Keep all evidence intact while your claim is being assessed. Don’t discard packaging, damaged goods, or labels until your insurer or carrier finishes their inspection. Most insurers will appoint a surveyor or assessor to verify the extent of the damage before approving your claim.

Follow these steps to make sure your evidence is complete:

1. Keep all original packaging materials such as boxes, wrapping, and pallets should be stored safely.
2. Take clear photos, including the damaged goods, packaging, and consignment labels.
3. Label damaged items. Record shipment details, such as consignment number and date received.
4. Store goods securely. Prevent further deterioration, contamination, or tampering.

Proper preservation of evidence supports your claim and helps ensure it is processed efficiently. Australian insurers such as Zurich and QBE recommend retaining all materials for inspection to avoid disputes or delays.

Step 4: Gather the Required Documentation

Comprehensive documentation speeds up your freight insurance claim and helps insurers assess it without unnecessary delays. Missing or incomplete paperwork is one of the most common reasons claims get rejected, so start gathering your documents as soon as possible.

Typical documents required include:

• Bill of Lading or Consignment Note: Proof of shipment
• Commercial Invoice: Details of the goods and their value
• Photos of Damage: Visual evidence of the loss or damage
• Insurance Policy Number: Identification of your coverage
• Repair or Replacement Quotes: Estimates for fixing or replacing the goods
• Shipping Receipts or Transport Contracts: Additional proof of carriage or handling responsibility.

Before submitting your claim, check your insurer’s specific requirements. Domestic and international policies may differ slightly, especially regarding valuation and supporting evidence.

Step 5: Submit the Freight Insurance Claim

Once your documents are ready, it’s time to submit your freight insurance claim. To claim freight insurance in Australia, submit your claim to the correct party with all the required documents. 

You can submit it directly to your insurer, through the carrier if they provide insurance, or via a freight forwarder such as Couriers & Freight. Make sure every form is fully completed and that all supporting documents are attached as  missing information is one of the main causes of delays.

When lodging your claim, you’ll typically need to include:

• Your insurance policy number to identify your coverage.
• The date and location of the incident, when and where the loss or damage occurred.
• A description of the goods including type, quantity, and declared value.
• Proof of loss or damage, such as photos, repair quotes, or surveyor reports.

Double-check your entries before submission to avoid inconsistencies. Many Australian insurers allow online submissions, which can make the process faster and easier to track.

Step 6: Cooperate with Surveyors or Assessors

For larger or more complex freight insurance claims, insurers may appoint a surveyor or assessor to inspect the damage and verify the loss. Their findings help determine how much compensation you’ll receive, so it’s important to cooperate fully throughout the process.

Respond quickly to any requests and keep your documents organised. This helps assessors finalise the claim faster, especially for high-value or complex shipments.

Step 7: Follow Up and Track the Claim

After you’ve submitted your freight insurance claim, stay proactive. Insurers are generally required to acknowledge receipt of a claim within 10 business days, according to Australian Financial Complaints Authority (AFCA) guidelines. Most insurers will also provide a claim reference number so you can track progress.

In Australia, simple claims are often resolved within 2-4 weeks, while more complex or high-value claims can take 2-3 months or longer. Stay in touch and reply promptly to updates or requests for extra details to keep the claim process moving smoothly.

5 Common Mistakes to Avoid

Even with careful preparation, a few common mistakes can delay or derail your freight insurance claim. Understanding these common pitfalls can help you avoid disputes, rejections, or costly delays:

1. Reporting too late: Most insurers set strict notification deadlines. Failing to report damage or loss promptly can make your claim invalid.
2. Incomplete documentation:  Missing invoices, consignment notes, or photos are a leading cause of claim rejection. Double-check your paperwork before submission.
3. Assuming carrier liability covers everything: Carrier liability is limited and rarely covers the full value of your goods. Always review your policy coverage.
4. Discarding damaged goods too early: Insurers may need to inspect the items before approving your claim. Keep all goods and packaging until the process is complete.
5. Overlooking policy exclusions: Some causes, such as poor packaging or delays, may not be covered under your policy. Always read the fine print.

Avoiding these mistakes helps ensure your claim is processed smoothly and increases your chance of a successful outcome.

Frequently Asked Questions

How long does a freight insurance claim take in Australia?

The time it takes to finalise a freight insurance claim depends on its complexity and how quickly you provide documentation. Simple claims are often settled within 2–4 weeks, while complex or high-value cases can take up to two to three months. Prompt responses and complete paperwork help speed up the process.

What is covered under goods in transit insurance?

Goods in transit insurance protects your freight against damage, loss, or theft while being transported. Coverage terms vary by provider, but most policies include protection for road, air, and sea freight. Always review your insurer’s Product Disclosure Statement (PDS) to confirm what’s included and excluded.

Can I use a freight insurance calculator in Australia to estimate coverage?

Yes. Many freight providers and insurers offer online calculators that estimate coverage based on the type, route, and declared value of your goods. These tools are useful for understanding potential premiums and avoiding underinsurance, but final costs depend on your insurer’s assessment.

What happens if my freight insurance claim is denied?

If your claim is denied, your insurer must provide written reasons. Review them carefully and ask for clarification if anything is unclear. Most denials stem from late reporting, missing documents, or uncovered loss types. If you believe the decision is unfair, you can request an internal review or escalate the matter to the Australian Financial Complaints Authority (AFCA) for independent resolution.

Why Choose Couriers & Freight

Couriers & Freight makes freight insurance simple by combining shipping and insurance services on one easy-to-use platform. This saves businesses time and effort, as there’s no need to coordinate multiple providers or chase separate claims teams.

Our clear procedures and streamlined documentation process reduce administrative work and prevent delays. Whether you’re filing a claim or arranging coverage, Couriers & Freight guides you through every step, from shipment booking to claim resolution.

Protect Your Freight and Your Bottom Line

Make freight insurance easy. Manage shipping and claims in one place with Couriers & Freight.

Get a Quote Now