Part 3 Delivery Inspection, Claims Procedure & Claim Assessment
Newfly Shipping Insurance & Claims Policy
Your Shipment Has Arrived. Don’t Rush to Sign for It.
Receiving your shipment is the final step of the logistics journey, but it is also one of the most important.
Many customers simply sign the delivery note first and inspect their cargo later. Unfortunately, this is also where many claim disputes begin.
Once a shipment has been accepted without any remarks, it becomes much more difficult to determine whether any issue occurred during transportation or after delivery.
For this reason, we always recommend taking a few minutes to inspect your shipment before completing the delivery.
Those few minutes can make a significant difference if a claim is ever required.
Step 1 Verify the Number of Packages
Before signing the delivery receipt, compare the number of packages delivered with the quantity stated on your shipping documents or waybill.
For example:
If the waybill indicates 10 packages, you should receive 10 packages .
If any package is missing, do not assume it will arrive later.
Notify the delivery driver immediately and contact the Newfly Customer Support Team before completing the delivery process.
Taking photographs of the delivered cargo is also recommended.
Step 2 Inspect the External Packaging
Once the package quantity has been confirmed, inspect the outer packaging carefully.
Pay special attention to the following:
If any abnormal condition is found, take clear photographs before opening the shipment.
We recommend photographing:
These photographs may become important supporting evidence during the claims assessment.
Step 3 Record a Continuous Unboxing Video
One of the most valuable pieces of evidence during a cargo claim is a complete unboxing video.
Please begin recording before opening the package.
The video should clearly show:
The recording should be continuous and unedited.
Avoid pausing, fast-forwarding or cutting the video.
For electronic products, we also recommend recording the external condition immediately after unpacking.
A complete video provides much stronger evidence than photographs alone.
Step 4 Count Everything Again
If the number of products inside the shipment appears incorrect, count every item again carefully.
Do not rely on memory.
If possible, arrange all products together and take an overall photograph.
For pallet shipments or multiple cartons, retain all carton labels until the inspection has been completd.
These records can greatly assist during the investigation process.
Step 5 Check the Weight (If Necessary)
Sometimes the shipment quantity is correct, but the contents may not be.
For example:
A carton may appear unusually light.
Certain components may be missing.
If you suspect a weight discrepancy, weigh the shipment immediately and keep the following records:
These records may be requested during claim verification.
Why Must Claims Be Reported Within 24 Hours?
This is one of the questions we receive most frequently.
The answer is straightforward.
Evidence becomes more difficult to verify as time passes.
After delivery, the shipment may be moved, unpacked, repacked or relocated.
As a result, it becomes increasingly difficult to determine whether any damage occurred during transportation or after delivery.
To protect both our customers and our logistics partners, all insured shipments must be inspected as soon as possible after delivery.
Claims Notification Period
For both Cargo Loss Insurance and Comprehensive Cargo Insurance, the consignee must inspect the shipment within 24 hours after delivery.
If any issue covered under the insurance policy is discovered, Newfly must be notified within the same 24-hour period .
Supporting documents should be submitted together with the claim notification whenever possible.
Claims reported after 24 hours from the delivery time may not be accepted.
Once the notification period has expired, the insurance coverage will be considered completed.
For this reason, we always recommend:
Receive today.
Inspect today.
Report today.
Prompt inspection provides the best protection for everyone involved.
Does Every Damage Automatically Qualify for Compensation?
Not necessarily.
Insurance coverage does not mean that every damaged shipment will automatically be compensated.
Each claim must first undergo a detailed assessment.
The investigation may include:
The purpose of the investigation is to determine whether the loss or damage resulted from a covered transportation incident.
How Is Partial Damage Assessed?
Cargo insurance is designed to compensate for the actual loss sustained.
It is not intended to replace an entire product when only one component has been damaged.
For example:
If a mobile phone arrives safely but the display screen has been damaged during transportation, the claim assessment will normally be based on the reasonable cost of replacing or repairing the screen rather than the value of the entire phone.
Similarly, if one glass panel of a dining table is damaged during transit, compensation will generally be assessed based on replacing the damaged glass panel instead of the complete furniture set.
Each claim is assessed according to the actual extent of the damage together with the supporting evidence submitted.
Documents Required for a Claim
To help us process your claim as efficiently as possible, please prepare the following documents:
Providing complete documentation helps reduce unnecessary delays during the claims assessment process.
Claim Assessment Timeline
Every insurance claim requires a fair and thorough investigation.
To ensure consistency, the assessment period does not begin from the date the customer submits the claim.
Instead, the assessment period begins from the last transportation status shown in the shipment tracking system .
From that date, the standard investigation and assessment process generally requires up to 14 working days.
During this period, Newfly or the insurance administrator may request additional supporting documents if required.
If requested documents are not submitted promptly, the assessment timeline may be extended until all required information has been received.
Complex Cases May Require Additional Time
Some claims involve multiple parties and require further investigation.
Examples include:
In these situations, the assessment process may take longer than the standard 14 working days.
Customers will be updated whenever significant progress has been made.
Our Goal Is to Prevent Claims, Not Just Process Them
As a freight forwarding company, our priority is not simply handling insurance claims.
Our priority is helping customers avoid them in the first place.
That is why every insured shipment is encouraged to undergo cargo inspection, professional packaging assessment, wooden crating where necessary, and proper export preparation before leaving our warehouse.
A successful shipment is not measured by how quickly compensation is paid.
It is measured by the fact that compensation was never needed.
Based in Kuala Lumpur, Malaysia, NEWFLY CARGO & DIGITAL TRADING SDN. BHD. has been providing reliable sea and air freight services between China and Malaysia since 2019. We are committed to delivering high-quality transport solutions tailored to your needs.
Posted by NEWFLY CARGO & DIGITAL TRADING SDN. BHD. on 8 Jul 26
Malaysia
