If something has gone wrong.
Tell us immediately. You will have a named contact, a written incident report and a claim reference within one working day — and our custody documentation is designed to make the claim straightforward to evidence.
What happens, and when.
You notify us
By phone or email, as soon as the loss or damage is discovered. Do not repack or move a damaged item until we have said so.
We open a claim
Within one working day: a claim reference, a named handler, and a written incident report setting out what the custody record shows.
Evidence is assembled
Seal records, signed handovers, collection photographs and vault access logs are compiled and released to you and, on your instruction, to your insurer.
Settlement
Handled against the declared value on the quotation. Where liability is ours, we say so early rather than let it run.
Have these ready.
- Your consignment or storage reference
- The declared value and the certificate issued at quotation
- Photographs of the outer packaging and the seal, before unpacking further
- A description of the loss or damage, and when it was noticed
- The delivery note or release note, if one was signed
Time limits matter
Visible damage should be noted on the delivery note at the point of signature. Concealed damage should be reported within three working days. Later reports are still investigated, but the evidence is weaker and settlement is harder for everyone.
If you disagree with the outcome
Our complaints procedure sets out how to escalate, including to a director. We would rather you used it than left dissatisfied.
About claims.
No. A claim is a claim. What affects rates is the risk profile of the movements themselves, not whether you have exercised a right you paid for.
Then the damage occurred inside sealed custody, which is precisely the scenario the documentation exists to establish. An intact seal narrows the window considerably and usually makes the claim simpler, not harder.
Standard cover is for the declared value of the goods. Consequential losses — a missed sale, an exhibition deadline — are generally excluded unless separately arranged in advance. If that matters to a particular movement, raise it at quotation.
It depends on the underwriter and the complexity, but we commit to keeping you informed at least weekly, and to telling you promptly if liability is clearly ours rather than waiting for a process to conclude.
Report an incident.
The sooner we know, the stronger the evidence.