Why Documentation Requirements Vary by Carrier

While the CMR Convention sets the legal framework, each carrier has developed their own claims processing procedures, forms, and documentation requirements. Filing a DHL Freight claim requires different forms and follows a different process than filing with DB Schenker, Girteka, or DSV. Using the wrong form, omitting a required document, or following the wrong process can result in technical rejection — even when your claim is legally valid.

This checklist covers the documentation requirements for the 20 most common EU freight carriers, organised by claim type.

Universal Requirements (All Carriers, All Claim Types)

Regardless of carrier, every freight claim requires these core documents:

  1. CMR consignment note — with damage notation if applicable, signed by both parties
  2. Commercial invoice — proving the value of goods at the time and place of acceptance
  3. Packing list — confirming quantities, weights, and descriptions
  4. Formal claim letter — stating the claim amount, CMR references, and legal basis
  5. Photographs — timestamped, showing packaging and product damage

By Claim Type

Damage Claims — Additional Documents

  • Independent repair estimate — from a certified assessor, not internal maintenance
  • Replacement cost quote — if repair is not economical, with justification
  • Packaging specification — showing goods were packaged to industry standards
  • Pre-loading inspection report — if available, proving condition at origin
  • Temperature logs — for temperature-controlled shipments, both shipper and carrier logs

Shortage Claims — Additional Documents

  • Loading tally or count sheet — signed confirmation of quantities loaded at origin
  • Receiving tally — count at delivery showing discrepancy
  • Weight ticket comparison — origin weight vs. delivery weight if applicable
  • CCTV footage — of loading or unloading if available

Loss Claims — Additional Documents

  • Proof of non-delivery — confirmation that goods were not delivered within 30/60 days
  • Carrier acknowledgment of loss — if obtainable
  • Police report — if theft is suspected
  • Insurance notification — confirmation that cargo insurers have been notified

Delay Claims — Additional Documents

  • Agreed delivery date — documented in the transport contract or booking confirmation
  • Proof of actual delivery date — POD with timestamp
  • Financial loss documentation — invoices, penalty clauses, production stoppage costs, or spoilage evidence
  • Causal link evidence — showing the delay directly caused the financial loss

Carrier-Specific Requirements

Below are key additional requirements for the most common EU carriers:

DB Schenker

  • Claims filed via my.dbschenker.com portal
  • Requires packaging certifications for packaging defence rebuttal
  • Expects repair estimates from certified assessors only

DHL Freight

  • Uses DHL-specific claim form (available via account manager)
  • Minimum 3 photographs required
  • 14-day internal processing target

Girteka Logistics

  • Claims via email to dedicated claims address
  • Requires original invoice plus three photographs minimum
  • Temperature claims require independent surveyor report

DSV Road

  • Online claims portal at dsv.com
  • Requires weight certificates for shortage claims
  • Separate process for controlled-temperature shipments

Rhenus Logistics

  • Claims via regional offices (varies by country)
  • Requires detailed packaging description including materials used

Kuehne + Nagel

  • Electronic claims submission via K+N portal
  • Requires survey report for claims exceeding €5,000
  • Separate forms for road, sea, and air freight

Documentation Best Practices

  1. Compile documentation within 48 hours — the longer you wait, the harder it is to gather complete records
  2. Use a standardised internal claim file — include a cover sheet listing all enclosed documents
  3. Keep digital copies of everything — scan physical documents on the day of creation
  4. Retain originals for 3 years — the extended limitation period under CMR for wilful misconduct
  5. Use carrier-specific forms when provided — do not substitute with generic formats