You have submitted a claim. What happens next? Below we explain what to expect regarding status, compensation, and payment.
1. Status and processing time
You don’t need to contact us; you will be kept informed automatically:
- Immediately after submission: You will receive an email confirming we have received your claim. Currently, you cannot track the status live in the portal.
- Assessment (Claims): Our Claims team reviews your claim. We aim to notify you by email within 5 business days whether it has been approved.
- Processing (Finance): After approval, our Finance team issues a credit invoice. This usually takes 10 business days.
2. Compensation (upon approval)
Compensation depends on the shipment type and the option you select.
Note: These are standard compensations, unless your contract specifies otherwise.
Standard shipments
You can choose between two options:
-
FENEX compensation (standard)
Compensation based on the package weight (4 SDR per kilo, amount may vary daily). -
Extra coverage (max. 12 times per year)
Compensation based on the invoice up to a maximum of €250. Options:- Based on purchase invoice: You receive the purchase value.
- Based on sales invoice: You receive the sales value, minus 40%, excluding VAT, shipping, and processing costs.
Frozen shipments
For Frozen shipments, one standard rule applies:
- You will receive the FENEX compensation (per kilo) as described above.
3. Payment
An approved claim is not paid out separately:
- Offsetting: Compensation is processed as a credit invoice by our Finance team.
- The amount is automatically offset against your next regular invoice.
No response yet?
Email the appropriate team for quick assistance:
Questions about the status, content, or amount of your claim?
Questions about the credit invoice?