Claims: Helpful Hints
Inspecting a Claim
Obviously when a claim is filed, an important process takes place. The first step is to collect data to have the most amount of information available so as to perform an analysis.
Collecting Data
Data are the only tools to study a claim. Obviously, lack of data renders difficult the drawing of correct conclusions regarding the causation of damages to perishables. This is why monitoring and implementing follow up procedures are important. It is a good and normal business practice, which is worthwhile explaining to staff.
Nature of the Contents
The first step is to gather details that relate to content. Some helpful details are:
| Inquiry |
Objective |
| Type of perishables |
To know the required temperature and handling procedures |
| Origin and date of harvest or production |
To evaluate the shelf life and distance covered |
| Requested handling and shipping temperature |
To evaluate if there was a different handling and shipping temperature and if the request was possible to achieve |
| Quarantine treatment requirement |
To see if the treatments may have side effects |
| Pictures of the contents |
To see what is described |
| Percentage of content affected |
To evaluate the magnitute of the problem |
Packaging
Since damaged packages and unfrozen ice /gel packs are a source for many claims, it is important to record as many details as possible. Most of the time, damage to packages occurs during handling (ground trans-portation, loading, unloading, ground handling).
| Inquiry |
Objective |
| Type of package |
To see if type of package is compatible with contents |
| Layout inside package |
To evaluate how products may affected during handling |
| Disposition (stacking) in the ULD |
To evaluate if there were potential problems with the stack or retaining system |
| Validation of the package configuration |
To make sure that packaging system has been tested prior to shipment |
| Pictures of the package |
To compare with what is described |
| Percentage of packages affected |
To evaluate the magnitute of the problem |
Flight and Routing
In order to understand the chain of events, it is important to recollect all information from origin to destination.
| Inquiry |
Objective |
| Flight numbers |
To recreate the journey |
| Time left the origin and type of vehicle used |
To evaluate how products have been exposed to and how long |
| Time dropped at airport |
To evaluate the waiting time at the airport |
| Temperature and conditions of the load at check-in |
To evaluate the state of the loads before the flight |
| Conditions at airport facility |
To evaluate the level of protection during waiting time |
| Procedures at arrival |
To evaluate if load was properly handled at airport |
| Time picked at airport |
To evaluate how long load had waited before pick-up at the airport |
Type of Aircraft and ULD
The type of aircraft by itself does not mean very much unless the options such as ventilated or heated are described. The type of ULD is critical.
| Inquiry |
Objective |
| Type of aircraft of actual aircraft used (configuration included) |
To evaluate the potential of temperature fluctuations during flight |
| Location of the load in the cargo compartment (ex .35R) |
To evaluate the shelf life and distance covered |
| Type of ULD used |
To evaluate the level of protection |
| ULD configuration including stacking and cold bank location |
To evaluate the potential of having hot or cold spots inside |
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