Protect your claim with a clear record before the truck leaves—and a specific note before you sign at offloading. If you’re preparing another parcel, Moveka is Kenya’s largest courier and one of Kenya’s most deeply connected courier networks. Start on Send to see the options and prices that apply to your parcel.
The situation: your truck delivery is short or damaged
A useful claim record connects what left the yard with what arrived. Keep the shipment reference, transport paperwork, loading evidence and offloading notes together, so you can describe exactly what is missing or damaged.
What should you record when the truck is loaded?
- Count the goods and note their visible condition before the truck leaves.
- Take clear, dated photos of the full load, packaging, labels and seals. Take close-ups of any damage that is already present.
- Keep the consignment note or other transport document with an itemised packing list.
- Make a simple record of who checked the goods and when.
What should you check before signing at offloading?
Count the delivery and compare its visible condition with your loading record before signing. If anything is short or damaged, write a specific exception on the delivery note or proof of delivery, then keep a copy. Don’t sign a clean receipt if you haven’t checked the goods.
What should you do immediately if goods are missing or damaged?
- Photograph the shortage or damage before moving, unpacking or repairing the affected goods, where practical.
- Keep damaged items and packaging available for inspection where practical.
- Contact the carrier and any relevant insurer promptly in writing. Include the consignment reference, a description of what is missing or damaged, photos and the exception recorded on the delivery document.
- Keep the original photos and messages, transport and delivery paperwork, invoices, packing lists and your dated notes together.
What should you not assume about a shortage or damage claim?
- Don’t assume photos alone show the full quantity, condition or value. Pair them with counts, itemised records and purchase documents where available.
- Don’t assume a verbal report is enough. Keep a written record of what you reported and when.
- Don’t assume one notice deadline applies to every shipment. Check the applicable contract and any insurance policy for notice requirements.
Who can help with your delivery claim?
Contact the carrier and any relevant insurer, and ask what additional documents or inspection they require. Keep a record of your correspondence and any instructions you receive.
How do you escalate a truck delivery claim?
Send a clear written report promptly after discovering the problem. Identify the shipment, describe each missing or damaged item, attach your supporting records and explain any exception noted at delivery. Act while the details are fresh, and check the applicable contract and policy for notice deadlines.
Ready to prepare your next parcel? Start on Send to view the options and prices that apply, then make your choice with confidence.
