Damage or missing goods

Missing goods

– damages and missing goods

What to do if an incident occurs

Please send us a request immediately by mail: [email protected] or fill out the form which you can find on the bottom of this page.
It is important that you do this as soon as possble, and that you inform us of which shipment the claim is regarding. 

The request must include following information

  • shipment or package number which is searchable in our systems.

  • a short description of the incident

  • gross weight of damaged/lost goods

  • photos of damaged goods and packaging

  • a commercial invoice stating the value of the goods

  • the total amount of your claim

If you do not have all the documentation and information at hand, it can be added later. 


Damaged goods and packaging must be stored until the claim process is finished. If storing is not possible, for example in the cases of dangerous goods or similar, destruction of the goods must be documented. 

Who should make the claim?

The claim must be placed by the party that has the direct business relationship with ColliCare, in most cases this is not the recipient.

This means when there is a deviation, the recipient of the goods must contact their supplier. Their supplier will then contact ColliCare Logistics.

The claim has been sent to ColliCare - what happens now?
  • you receive confirmation that the claim has been received. Normal proceedings takes 14 days, but it can take both less and more time. The limitation period for a claim is 1 year.

  • we will inform you in writing should your claim be accepted. You may then invoice us to cover damages. The lack of a reply can not be considered an acceptance of the claim. 

  • we will inform you in writing should your claim be rejected. You will always receive an explanation. Any dispute on our decision must be submitted in writing and justified

Which deadlines apply?

​All deadlines are set according to Norwegian Carriage of Goods by Road Act and NSAB.

If the claim is sent to us too late, the burden of proof is reversed, and you as a customer must prove that the damage/missing goods has occurred during transport. Notice of claim must be sent to us within the time limit.

  • visible damage: without undue delay. Any damage or missing goods shall be reported immediately (notification must be made on the Waybill/PDA)

  • delay: within 14 days of expected delivery.

  • missing goods are regarded as lost after 60 days from the day the order was placed.

  • missing goods from shipments with set delivery date are regarded as lost after 30 days.

Shortened insurance claims

All accepted compensations are set according to Norwegian Carriage of Goods by Road Act and NSAB. If you had your claim shortened, it could be due to

  • SDR/limitations of weight. SDR is an international payment method which is an average of certain currencies. The Norwegian Carriage of Goods by Road Act state that damaged/lost goods can be rewarded up to 17 SDR (8,33 internationally) per kilo gross weight for the part that is lost. There can also be claimed proportionately freight costs for the goods that are lost.

  • hidden damage: as it can be difficult to determine when the goods have been damaged. It could have happened before, during and after transport. ColliCare has a policy to replace 25% of the claim amount.  This is not a set standard without exception and each case will be evaluated by the information at hand. 

  • delay: we follow a transport schedule for all our deliveries, but this is not legally binding. This means that if goods arrive late according to the schedule, but within reasonable time, the goods are not replaced. If the goods can be defined as delayed, any claim will be limited to the freight cost. 

  • It is the deterioration of the goods which is compensated in a claim. The claim can therefore be shortened according to the rest value of the goods.  This rest value must of course be documented. 

What is the recipients responsibility?
  • inspect the goods and ensure that the correct number of items are delivered before signing the receipt

  • if the receiver is not the freight payer, the claim shall be sent to the company where the goods or the transport have been purchased.

  • missing goods, damage or packaging damage visible upon delivery, must be remarked. This can be done on the Waybill or the drivers hand held scanner. In case of damage, take pictures before and after removing the packaging. 

  • if a damage is first noticed after removing the packaging (hidden damage), there must immediately be sent a written (notice of) claim, and no later than 7 days after (Sundays and holidays not included).

  • damaged goods and packaging must be stored until the claim process is completed. If storing is not possible, e.g dangerous goods or such, the destruction of the goods must be documented. 

Force majeure

For events defined as force majeure, i.e. extraordinary events beyond our control, ColliCare will not be liable. For example extreme weather conditions or natural distasters like floods. 

What is considered a hidden damage?

A damage not detected before unwrapped, is considered a hidden damage.
This type of damage must be claimed no later than 7 days (Sundays and holidays not included).

May Linn Myhr

May Linn Myhr

Claims Manager

Relevant information


Incoterms®2020 is an interpretation of different delivery conditions. It is important to be aware that Incoterms®2020 is not legislation, but addresses the allocation of risk (damages), responsibility (liabilities) and payments.

Norwegian Carriage of Goods by Road Act
The legislation applies mainly to domestic road transport.

NSAB (Nordic Freight Forwarders Association’s general provisions)
The NSAB is a agreement framework approved by the Nordic Freight Forwarders Association. 

CMR convention (Convention on the Contract for the International Carriage of Goods by Road)
The legislation underpins current regulations and is approved by all European countries. The CMR Convention applies to sea, road and air transport.

Norwegian Maritime Code 
The Norwegian Maritime Code regulates shipping and maritime transport. The law primarily regulates private legal issues related to ships and transport of goods and people by ship.