CLAIMS POLICIES

AND GUIDELINES

Between

2GO Express Inc. (2GO)

And

Supervalue, Inc. (SM Supermarket)

CONFORME:

For and in behalf of 2GO For and in behalf of SHIPPER

Name: Dennis Ryan L. Yaw Name: ______

Position: Vice President Position:

Date: Date:
 CLAIMS POLICIES AND GUIDELINES

I. OBJECTIVES

a. To establish the ground rules in claims processing and documentation;

b. To set a definite delineation of responsibilities in so far as cargo handling is
concerned
c. To eliminate unnecessary delays and service failures
d. To avoid confusion among the process owner and user of both parties

II. GENERAL GUIDELINES

Filing of Claims
 The Claimant shall file their claims in writing addressed to 2GO’s Claims
Department

 There should be one Claim Letter for every transaction or one Claim Letter
but with summary of airway bills affected and nature of claim.

 Upon submission of Claims Letter, the claimant shall provide the following
documents and information:
1. Original Copy of Claim Letter (no claim will be filed via email or
fax)
2. Nature of Claim
3. Amount of Claim
4. Copy of Sales Invoice / Packing list
5. Technical Inspection Report, if necessary
6. Airway Bill/Bills of Lading or Consignment Note
5.1 If partial loss, photocopy will suffice
5.2 If total loss, original copy will be required
7. 2GO Express Inc. reserved the right to require additional
document and/or information which deemed necessary to
properly evaluate the claim.

 Prescriptive period in Filing of Claims – the claimant is given 30 calendar

days from delivery date in case of damages and AWB date in cases of lost
or non-delivery to file their claims against 2GO. Failure to comply with the
said period shall invalidate any filed claims.

 Claims with incomplete documents will only be received but will not be
processed. Temporary Denial Letter will be served to the claimant upon
receipt of incomplete documentary requirements. The claimant is given
(5) days to submit the lacking documents, otherwise, said denial letter is
final and conclusive.

 There will be no claims on consequential damages, meaning, claims filed

will only be in relation to the actual physical damage or lost of cargoes
and/or documents

 The AWB/BL terms and conditions should form part of this agreement and
any inconsistency between the AWB/BL and this agreement, the former
shall govern the construction, interpretation and performance of this
agreement.

 It is responsibility of the Shipper to properly pack its cargoes to sustain

the rigors the regular handling and delivery of cargo.

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Processing of Claims

 Claims will be processed within 30 calendar days upon submission of

complete documentary requirements.

 In the event that a claim is denied, the claimant shall be informed of the
basis of denial and shall be give (5) working days from the time of receipt
of the said denial letter to contest the same. Failure on the part of the
claimant to contest within the specified time shall be deemed as an
acceptance of the denial and shall be barred forever from doing so.

 Claim is subject to another 15 days processing of check if claim is resolved

for settlement.

 Claims under dispute shall are exempted from the (30) days settlement of
claim.

Basis of Claim Valuation

 The amount to be settled is base exclusively on the Declared Value

duly indicated on the Airway Bill/Bill of Lading so that in the absence
thereof or no valuation thereof, 2GO Express Inc. is exempt from any
liability.
Note: For transactions using
Quick save Airway bill/Non-docs maximum liability is
Ps1,000.00
Consignment Note/Docs maximum liability is Ps200.00

 In case of partial settlement, such as partial loss, damage or deterioration

of the goods transported, the Declared Value will be the sole basis of the
computation in determining the value of each cargo that got lost, damaged
or deteriorated. In cases wherein there are invoices / packing list to cover
each box, then this will be the basis in determining the value after specific
lost / damaged / items are identified, Viz:

Total declared Value______________ x Total claim based on invoice

Total Value of Cargo based on Invoice

Claim will be appraised same as how the value is computed in the invoice
and declared in the waybill. If invoice upon dispatch is computed with
discount or freebies, claim shall therefore be valuated proportionately.

However, if there is no specific breakdown with the supporting invoices or

delivery note with the prices for each item, pro-rata system will be used,
viz:

Total declared Value x Total no. of boxes damaged/lost

Total No. of boxes

 There shall be no outright deductions from 2GO’s receivable account.

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III. NATURE OF CLAIMS

A. Damages

Chargeable to 2GO
 Dented outer cartons with inner packing damages upon delivery when
cartons were accepted in good condition during dispatch

 Broken item / cargoes inside the carton when proper fillers /

separators / protectors are present.

Not Chargeable to 2GO

 The Carrier’s Proof of Delivery (POD) has no notation on the

discrepancy

 Damage found where the outer carton was delivered to consignee in

good condition, provided, 2GO presents a Certification duly signed by
the consignee or the covering invoice has consignee’s notation
regarding “good condition outer box” duly signed by the consignee.

 Damage products attributed to manufacturing defect.

 Damage/stained/crumpled outer packaging of the cargo but the items

inside is in good condition. Extent of liability of 2go is limited to
reproduction cost of the box or carton of the packaging.

 No claim on rod cargoes with consignee’s tag price

 The AWB/BL has a remarks of “Owner’s / Shipper’s Risk. In the event

that client refused to declare their cargoes as “Perishable, For Crating,
Dangerous, etc.”

B. Losses / Lacking

Chargeable to 2GO
 Cargoes that have a visible signs of pilferage upon receipt of the
consignee

 Lost packages / cartons upon delivery to the customer when number

of packages / cartons dispatched is complete.

Not Chargeable to 2GO

 Packages / Cartons were received by the consignee sealed, intact and
in good conditions without any sign of irregularities but upon actual
checking of items inside found lacking / missing, provided 2GO
presented a Certification or the covering invoice has consignee’s
notation regarding “sealed and intact outer box” duly signed by
consignee.

C. Pull Out Transactions

Chargeable to 2GO
 Liability of 2go shall be limited to lost cases only. No claim shall be
filed on damaged cargoes since 2GO cannot attest the condition of
cargoes upon acceptance on pull out transactions.

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  It is the responsibility of the Shipper or Shipper’s Client to properly
packed the cargoes to be pulled out. 2GO would not be liable for
damages or lacking in pieces.

D. Lost of Invoice

Chargeable to 2GO
 2GO’s liability on Lost of Invoice shall be limited to issuance of an
Affidavit of Loss and cost of reprinting of Invoice, provided that Proof
of Delivery is presented.

E. Lost of Documents

Chargeable to 2GO
 2GO’s liability on Lost of Documents shall not exceed the amount of
P200.00 unless the Shipper declares higher value and pay for the
corresponding insurance valuation.

F. Palletized Delivery
 Palletized acceptance, palletized loading and palletized delivery
– 2GO would not be liable on all damages/lost.

 Palletized acceptance, palletized loading and manual delivery -

2GO would not be liable on all damages/lost

 Palletized acceptance, manual loading and manual delivery -

2GO will only be liable on discrepancy found/noted upon delivery to
consignee. Treatment of claim on damaged/lacking cargoes shall
apply the conditions

G. Perishable Goods for Nationwide Delivery

Not chargeable to 2GO

 Perishable goods are Shipper’s own risk.

 No RUD in Perac. Rejected upon delivery wherein reason for rejection

is attributable to Shipper or Consignee.

H. FCL Shipper’s Load and Count

 For Full Container Load (FCL) – Shippers’ Load and Count - 2GO shall
not be liable on claims for losses and damages on the cargoes as long
as 2GO delivers the container van in good condition and sealed and
intact, provided 2GO presented a Certification or the covering invoice
has consignee’s notation regarding “good condition and sealed and
intact” container van duly signed by consignee.

 Unless otherwise the damages or losses are incurred upon return of

the rejected cargoes in a Loose Container Load, the following terms
and conditions shall apply.

I. Others

Chargeable to 2GO
 No proof of delivery
 Misrouted cargoes resulting to lost shipments

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 Not Chargeable to 2GO
 Consignee acknowledged receipt of cargoes / items in good conditions,
sealed and intact but claimed for any discrepancy after the courier of
2GO had left already

 2GO will not be liable on claims wherein notation on invoice of

damages or lacking was not witnessed or attested by the 2GO’s courier
(checking of cargoes is done inside the consignee’s warehouse without
the presence of the courier).

 There shall be no claim filed on excess/lacking due to picking error

from the origin.

IV. WARRANTIES

 During dispatched cargoes with dented / crumpled / punctured / stained and clear
packaging tapes, 2GO have the right to refuse acceptance of the cargoes or may
require that the cartons be opened for inspection

 Claims under dispute shall be exempted from 30 days settlement/resolution of

claim.

 A damaged cargo that is considered with recovery / salvage value must be turn-
over to 2GO and/or proceeds of sale thereof will be deducted from the claim
settlement amount.

 Should there be any other preventive measures recommended by 2GO with

respect to operational procedure, same will be implemented unless otherwise the
client submit a written justification to overrule the recommendations made by
2GO.

 Claims with minimal amount shall not be accepted. Minimal amount shall mean
Claims amounting to P100.00 and below.

 2GO shall not be liable for any delay in or failure of its operational performance
under this Agreement if such delay or failure arises by any reason beyond its
reasonable control, including any act of God, any acts of the common enemy, the
elements, earthquakes, great/flash flood, epidemics, riots, or any act or failure to
act by Shipper’s employees beyond 2GO’s reasonable control.

 Filing of claims shall only be during office hours Mondays thru Fridays 8:00AM to
5:00PM except holidays.

IT IS AGREED AND UNDERSTOOD THAT NON-COMPLIANCE AND/OR VIOLATION OF

ANY OF THE ABOVE CONDITIONS IS DEEMED AS SUFFICIENT GROUND FOR DENYING
CLAIM.

CONFORME:

For and in behalf of 2GO Express Inc. For and in behalf of SHIPPER

Name: Dennis Ryan L. Yaw Name: ______

Position: Vice President Position:

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Date: Date: