Claims are only valid if submitted via our website: https://claims.challenge-group.com/claim. Claims submitted through other channels will not be considered.

• Copy of the Airwaybill.
• Copy of the House Airwaybill if the shipment is a consolidation.
• Supplier’s invoice, proforma invoice, or customs document.
• Packing list.
• P.O.D., C.M.R., delivery order, or tally sheet with damage remarks.
• A copy of the first protest.
• An appraiser’s report.
• Photos of the damage (if applicable).
• Exact weight of each damaged/missing unit.
• Damage/Missing amount and equivalent.
• Short summery/explanation of the claim.

• Damage, partial loss, pilferage: 14 days from the date of receipt of cargo.
• Delay: 21 days from the date of receipt of cargo.
• Non-delivery: 120 days from the date of issue of the Airwaybill.

You can contact our Claims Department at claims@challenge-group.com

No, there are no fees for submitting a claim.

Yes, you can amend a submitted claim or adding an additional documentation by logging into the claims portal.

Once a claim is submitted:

1. You will receive an acknowledgment email.
2. Our team will review the submitted documents and contact you if additional information is required.
3. A decision regarding your claim will be communicated, provided all necessary documentation and information has been received.

If you experience technical issues while using the claims portal, please contact claims@challenge-group.com for assistance.

Yes, claims can be submitted on behalf of another party. However, you must provide a letter of authorization from the party you are representing, along with all mandatory documentation.

Yes, visible damage must be reported immediately upon receipt of the cargo. Failure to do so may result in the rejection of your claim.

Yes, you can withdraw a claim at any time before a decision has been made. Please contact the Claims Department claims@challenge-group.com to request withdrawal.

All claims must be submitted within the timeframe specified by the applicable laws and conventions. If any required documents are missing during the initial submission, additional documentation can be uploaded later via the claims portal. Please note that failure to provide all necessary documentation may result in the claim being rejected.