Matson

Containerized Cargo Claims

Damage to contents

If you did not report damages at the time of pick up or if you would like to report additional damages after your cargo has been delivered, please complete our Online Claim Form. Please be specific in describing where and what damages you are claiming, ***Please Note*** Concealed or non-apparent damage must be reported to Matson Claims Department within 3 calendar days of pick up. Claims must be reported by either a phone message on our Claims Department Line or by filling out submitting an online claims form within 3 days of delivery. For Hawaii Claim please call 808-841-3348 or toll free 1-800-372-2136 and request to be transferred to the Claims Department. For West Coast Claims please call 510-628-4385 or toll free at 1-800-462-8766 and ask to be transferred to the Claims Department, Please leave a detailed message. Be sure to give us your contact information including your e-mail address and booking or shipment number. We will make every effort to return your call within 1 business day. For more information regarding liability and time limits to file a claim please click on this link: MNC Terms and Conditions

If you are reporting wet damage additional photos required:

  • Photos of the hole in the container
  • Photos of the wet flooring
  • Photos of the damaged cargo outside the wrapping and/or packaging

If you are reporting damage to the physical condition of the contents of your containerized cargo (eg. shifted cargo, etc.) additional photos required:

  • Photos of the damaged cargo outside the wrapping and/or packaging
  • Photos of the blocking and bracing used in the container

If you are reporting damage to refrigerated cargo additional photos required:

  • Photos of the damaged cargo outside the wrapping and/or packaging
  • Photos to document how the container was loaded

Documentation required to support your claim:

  • A letter indicating the damage you are claiming. Include a specific dollar amount, identify what cargo came from which master carton, or state it was loaded loose in the container
  • Matson Shipment/Booking number
  • Contact information including e-mail address, mailing address, and day time phone number
  • A repair estimate and/or a suppliers commercial invoice (or replacement estimates for household goods to include any original receipts of purchase)
  • Photos of the damage
  • A copy of the exception form completed at the time of out-gate (if applicable)
  • If a mechanical issue, a statement from the mechanic explaining what the problem is and how those damages could have occurred
  • Any other documentation you feel will support your claim.

We appreciate your efforts to mitigate the claim by sorting through the cargo to determine what is actually damaged. If the outer carton is wet or damaged the cargo may just need a new carton and/or packaging.

If your Cargo was received in Hawaii, Guam, or any of the Micronesian or Marshall Islands please mail your claim documentation to:

Matson
Attn: Claims Department
1411 Sand Island Parkway
Honolulu, HI 96819

Email: claimshawaii@matson.com
Fax Number: (808) 841-2407

If your Cargo was Received on the West Coast, please mail your claim documentation to:

Matson Navigation Company, Inc.
555 12th Street, 8th Floor
Oakland, CA 94607
Attn: Claims Department

Email: claimsmainland@matson.com
Fax Number: (510) 628-7382