In brief
Notify your shipment coordinator and request photographs and a handover record from the receiving party. Agree who handles the claim and repair assessment. With an agreed receiving representative on site, you normally do not need to visit the port.
1. Contact your shipment coordinator
- Forward the damage report promptly, with the vehicle's VIN, shipment reference and receiving contact.
- Agree who will coordinate the incident and who can inspect the car on site: the receiver, a warehouse representative or an appointed agent.
2. Request photographs and a handover record
Ask the coordinator to obtain three views from the person on site: the whole car, the affected part and a close-up. Request the date, location, VIN and original files. For a batch, keep each vehicle's evidence separate.
3. Check that the handover record includes the damage
The receiving party should describe visible damage before signing, without guessing its cause. Request a copy with the remarks. If you receive the car yourself, this is your role; otherwise agree it with your representative in advance. Record any limits to the inspection.
4. Agree who submits the claim
- Confirm who notifies the carrier and, if the car is insured, the insurer. Check the recipients, deadlines and required documents for this shipment.
- Request confirmation that the notices were sent. A message to the coordinator does not necessarily fulfil every claim requirement.
5. Agree the inspection and repair estimate
Ask the coordinator whether the insurer or carrier requires an expert inspection and repair approval. Agree the service centre and cost assessment before non-urgent work begins. Necessary safety measures on site should not wait; ask for them to be documented.
Checklist
What to confirm as the customer
Completed: 0 / 5
Check the evidence and agreed actions with your coordinator. On-site inspection belongs to the receiving party; claim requirements depend on your shipment.
Updated: October 27, 2026
Source: West Matterhorn
https://wm-shipping.com/guides/vehicle-delivery-inspection#checklist
How can you tell where the damage occurred?
Ask the forwarder to compare available records from collection, terminal handover, loading and delivery. You provide any earlier photographs you hold. Where damage is discovered is not necessarily where it occurred; missing records can make the cause harder to establish.
What if you notice damage after collection?
Ask the receiver to record when and how the damage was found and provide photographs. Forward these promptly to the coordinator with the delivery record. Confirm who sends the required carrier and insurer notices; deadlines vary, so do not wait for the next routine update.
Who pays for the repair?
A claim may be considered under carrier liability or cargo insurance, if arranged. These are different routes, with different conditions. The circumstances and applicable documents determine the outcome; damage does not automatically mean payment of the full repair cost.
From our own work
A real example
BMW bonnet damage during loading at Constanta
- Year of incident
- 2024
- Location
- Constanta, Romania
- Stage
- Loading onto a vessel
- Settlement process
- Around two months
What happened
The BMW reached the port undamaged. During loading, a strong gust of wind caught the unlatched bonnet and deformed it.
What we did
We negotiated with the marine operator and agreed the repair cost. We based the request on the vehicle being handed over undamaged but arriving damaged. Our long-standing working relationship helped reach agreement without a prolonged dispute.
Outcome
The operator paid compensation covering the client's costs in full. Settlement took around two months. The amount is confidential.
Photos: 3
What this means for you
You do not need to supervise loading at the port. Agree with the forwarder who records vehicle condition and handles a damage claim. In this case, the operator paid compensation following our negotiations.
The timing and compensation describe this incident only, not a standard outcome for other shipments.
About this example
Source: West Matterhorn's account, confirmed on 20 October 2026. Settlement documents are not published.
Cases on this topic
What to keep in mind
Agree the coordinator's and receiving party's tasks for your shipment. Notice deadlines and compensation depend on the transport documents, applicable rules and any insurance policy. Evidence supports a claim but does not guarantee payment.
Documents for your shipment
- Collection and delivery records, with remarks about the vehicle's condition.
- Original photographs, VIN and shipment reference.
- Transport agreement, notice instructions and insurance policy, if arranged.