Frequently asked questions

You will need a phone or computer/laptop with internet access. That’s it.

Please first check if we haven’t already answered your question in the FAQ section. For specific questions regarding your claim status, you can email us.

Currently, Recoupex assist customers to recover cargo losses, damages, and delays for FCL (full container load) shipments being transported under marine Bill of Lading / BL (ocean, ocean + road, ocean + rail, ocean + inland waters), when the claimant is a cargo owner or has legally subrogated recovery rights. Claims should be presented before it is legally time-barred.

If you think your cargo claim is not covered under one of these, we encourage you to contact us. Our experts will be happy to assist you.

If your cargo was lost or damaged in transit, you can submit a claim within the 9 months to 2 years after delivery (time frame varies on the jurisdiction from where-to-where cargo was transported). You can submit your information to us. We take care of the rest.

You can claim cargo compensation, freight, and insurance, which might be subject to limitations applicable as per international conventions. Loss of profit and delay claims are covered by the shipping lines on a case-by-case basis.

Yes, if it is eligible for compensation.

We work with many individuals that have English as their second, third or even fourth language. If you have a copy of BL, understand our T&C’s and a Letter of Assignment /LOA, then you’ll be fine. You can also submit claims that are in a language other than English.

This depends on the paperwork you signed at the time you accepted the commercial gesture. If the freight forwarder offered you a discount on future rates and you weren’t required to sign for it, then you are still entitled to compensation. However, be aware that freight forwarders sometimes offer a commercial gesture with a waiver to sign. This often states that claimants forfeit their right to compensation. We encourage all cargo owners to carefully read the paperwork they are given from the shipping line or freight forwarder and pay special attention to the fine print.

No, once you receive compensation for a claim, cargo insurers subrogate legal rights to pursue the claim against the shipping line.

Some shipping lines will contact you as soon as they receive the claim from us. They typically do this to persuade you to accept a reduced sum of money or offer you other forms of compensation rather than cash. If this is the case, please get in touch with us via email so our cargo claim experts can assist you. Please keep in mind that such an offer is evidence of the shipping line’s liability. It’s a good sign that we’ll be able to get you the compensation you lawfully deserve.

We regularly update our clients regarding their claim’s progress via email.
Don’t worry if your claim’s status hasn’t been updated for a while. Some stages of the process take longer than others. This does not mean that we aren’t taking care of your claim or following up on it regularly.

If the shipping line doesn’t respond within 3 months, we consider the details of your claim, and decide if we should take the shipping line to court.

We can assure you that we don’t depend on the shipping line’s statement.
If your claim is eligible for compensation and the shipping line refuses to pay, we continue to defend your claim or even pursue it in court.

Not always. If the shipping line fails to provide a reason for rejecting your claim, we treat the claim as if they did not answer at all, and we continue to pursue it.

In accordance with all applicable regulations, shipping lines have the right to reduce claim settlement amounts if the claimant does not provide the shipping line with all required evidence and documentation that the cargo was damaged while in the custody of the shipping line. The settlement amount also depends on how the cargo was packed and manifested in shipping documents.

We work tirelessly to fight for the rights of cargo owners, insurers and freight forwarders and process as many claims as humanly possible. However, due to the high volume, this may sometimes mean a delay in our response time to queries. Not to worry though, if you need an update, you can always contact us. We are here to help.

While we put all our efforts into making the claim process as seamless as possible, the process does involve third parties who we need to coordinate with, such as shipping lines. Some third parties have quick processing and response times, while others take a bit longer. Rest assured we push them to respond as fast as possible.

Once a claim is submitted to us, our Terms and Conditions specify that you can cancel your claim, giving us 7-day notice. Cancellation fees apply. Due to the nature of our service, you cannot cancel your claim with us if we have already informed you that the shipping line has agreed to compensate you.

If you are shipping cargo from/to Hamburg Rules ratified countries, you are entitled to compensation for delay, and YES you can file a claim.
You can also file a claim for delay if the shipping line expressly promised you specific Arrival Date/Time. Unfortunately, if cargo arrived late for a reason that was outside the shipping line’s control, such as port strike or port congestion etc, you aren’t entitled to compensation.

The claim handling process depends on several factors, such as the documentation available to prove your case, the third parties involved, and how quickly they respond to our communications. Therefore, it is difficult to estimate a time frame for a specific claim. However, from our experience, most of the claims come to an end within 8 to 12 weeks. Some cases, including claims that go through legal proceedings, may take longer to be resolved. While we cannot guarantee how long your case will take, we do guarantee that we treat each case individually, ensuring we give it the attention it deserves.

You are welcome to submit a claim now and supply additional required information later .