NAQEL’S CLAIM RULES & PROCEDURES





GENERAL PROVISIONS


Receipt of the Shipment by the Recipient without written notice of damage on the delivery receipt is prima facie evidence that the Shipment was delivered in good condition.

Claims for Lost, Damaged or Delay shipment, or for any other damages, you must comply with any applicable convention and with the following procedure otherwise we reserve the right to reject your claim

WHAT TO DO IF MY SHIPMENT IS LOST?


إIf your shipment is not delivered to the recipient, please contact our customer care department via telephone at 9200 20505. Our staff will conduct an investigation.


WHAT TO DO IF MY SHIPMENT IS DAMAGED?


If your shipment arrives at its destination damaged, the receiver needs to state this on the couriers hand terminal at the time of receipt. Make sure to add the text “damaged shipment” to the statement. By doing this, your receiver signs for the receipt of a damaged shipment. If the damage to the shipment is not immediately visible upon receipt and your receiver discovers the damage later, we ask that you notify our customer care department when the damage is discovered. Please keep in mind that in cases of damage that is not immediately visible, notification to NAQEL Express must be made within days specified in the following table. In either case, you must submit a claim.


CLAIMS


A cargo claim is a written complaint demanding financial compensation from NAQEL for loss, damage or delay to cargo whilst in care and control pursuant to a contract of carriage.


TYPES OF CLAIMS


N.O CLAIM TYPE DESCRIPTION TIME LIMIT
1 Loss Loss of whole consignment 10 days from the estimated delivery agreed/ specified in the AWB
2 Damage To consignment whole or in part 10 days from receiving consignment
3 Partial Loss Loss of part of the consignment 10 days from the shipping date
4 Delay To complete consignment or part of it 10 days from the estimated delivery agreed/ specified in the AWB


HOW CAN I SUBMIT A CLAIM?


6.1 All claims must be addressed in writing to the claims department at NAQEL Express within 7 calendar days after delivery of the Shipment or after 7 calendar days from the estimated delivery date in case of lost or delay excluding any delay due to actions or procedures beyond of NAQEL control, failing which no action for damages may be brought against NAQEL Express. 6.2 NAQEL shall settle/reject the claim within 10 days from the date the claim. 6.3 All claims can be submitted to NAQEL, either electronically or via telephone or personal presence or any other accessible ways without restrictions to any of which.


ACTIONS AFTER SUBMISSION


Claimant will receive SMS contains – After completing the filing - complaint reference

Complaints are handled in line with the applicable regulations and industry best standards and practices.

Claimant will receive a notification of updates or exertion (if required) up to the final settlement of the claim subject to the time limit specified.

Complaint has the right to escalate the claim to CITC and in such case NAQEL within 3 days shall either: A. amicably settle such claim with the complaint B. Update the CITC with all related records C. Provide CITC with the inquires required.


OFFICIAL CLAIM


Official claim is a letter with claimed amount and detailed description about the claim from either shipper or consignee mentioned on the master AWB, stamped and signed mentioning the following

Claim type (Check Types of Claims Table).

Mishandled weight

Mishandled pieces.

Claimed amount.

AWB Number

Claimant bank account or IBAN of consignee


PERQUISITES FOR THE CLAIM ACCEPTANCE


NAQEL Express will only accept claims filed by the Sender unless the Sender provides written permission to accept the filing of claim by the Recipient.

NAQEL Express is not obligated to act on any claim until all Charges have been paid nor are you entitled to deduct the amount of your claim from our charges.

As a condition for NAQEL Express considering any claim for damage the Recipient must make the contents, original shipping cartons and packaging available for inspection by NAQEL Express.

NAQEL Express reserves the right to inspect damaged Shipments on the customer's premises as well as the right to retrieve the damaged Package for inspection at a NAQEL Express facility.

All of the original shipping cartons, packing and contents must be made available for inspection by NAQEL Express and retained until the claim is concluded.

Shipper has to declare the value off the shipment on the airway bill, failing which the claim will be rejected.


REQUIRED ATTACHMENTS:


Copy of AWB.

Damage Report

Commercial Invoices (highlighting the mishandled goods only in the invoices).

Packing List (highlighting the mishandled goods only).

Customs Report (if available)

Proof of delivery “POD“ (if available), not required for total loss claims.


VALUATION DISPUTE


The actual value of the parcel as determined (which term shall include any item of commercial value which is transported hereunder) shall be ascertained by reference to its cost of repair or replacement, rescale or fair market value at the time and place of shipment, whichever is the less. In no event such value exceed the original cost of the article paid by the shipper plus 10%..


DOCUMENTS RETENTION AND TIME LIMITATION


NAQEL Express shall maintain the service contract for a period not less than one calendar year from the date of conclusion of the contract, and shall bear the burden of proving the beneficiary's consent in the event of any dispute.

The right to damages against NAQEL Express shall be extinguished unless a legal action is brought within six (6) months from the date of delivery (in case of damage) or the date the Shipment should have been delivered (in case of loss, non-delivery, misdelivery or delay in delivery).

The agreed date of delivery for purposes of calculating the deadline shall be the day following the date as per transit time agreed/committed. The above stated shall no longer prevail if the delivery of shipment was attempted and the status was updated.

Only one claim can be filed in connection with a Shipment.

Acceptance of payment of a claim shall extinguish any right to recover further damages or to claim further compensation in connection with that Shipment.


LIABILITY


NAQEL Express shall not be liable, in any event for any consequential or special damages or other indirect loss, whether or not NAQEL Express had acknowledge that such damages might be incurred, including, but not limited to , loss of income, profits, interest, utility or loss of market or any penalty.

The liability of NAQEL Express for any loss or damage to the shipment is limited to the lesser of - S.R 100 - The amount of loss or damage to parcel actually sustained


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Exit 17 Suly Area P.O.Box 99931 Riyadh, 11625 Kingdom of Saudi Arabia
Tel. +966 1147 10030, Unified Tel. 920020505 , 8002464444
Email. inquiries@naqel.com.sa

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