Module 1: Introduction to Cargo Claims
o Overview of cargo claims process
o Importance of efficient claims handling
Module 2: Types of Cargo Claims
o Damage claims
o Loss claims
o Delay claims
Module 3: Legal and Regulatory Framework
o International conventions and regulations (e.g., Warsaw Convention,
Montreal Convention)
o Contractual obligations and liabilities
Module 4: Documentation Requirements
o Essential documents for processing claims
o Importance of accurate documentation
Module 5: Claim Investigation Process
o Steps in investigating cargo claims
o Gathering evidence and documentation
Module 6: Claims Evaluation and Decision Making
o Criteria for evaluating claims
o Making fair and informed decisions
Module 7: Customer Communication
o Effective communication strategies with customers
o Managing customer expectations
Module 8: Resolution and Settlement
o Negotiation techniques
o Settlement options and agreements
Module 9: Preventive Measures
o Strategies for reducing cargo claims
o Improving handling processes
Module 10: Case Studies and Practical Exercises
o Analyzing real-life cargo claim scenarios
o Role-playing exercises for handling complaints effectively
Module 11: Review and Assessment
o Recap of key concepts
o Assessment of learning outcomes
Module 12: Certification
o Certificate of completion for participants
