Help

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Here are answers of a Few Major Questions

CARGO INTEREST

How do I lodge a claim?

From your survey report and transport document obtain the necessary information and upload them on the Add Claim tab on your dashboard.

Carefully select the carrier/receiver. We endeavour to lodge all claims with the head office of the carriers.

Click on the upload buttons and select the corresponding documents from your computer and attach them to the system. Please note that the system is not able to display word documents at the moment. We encourage you to use pdf, jpg and .CSV document formats.

NB: Ensure that your claim amount and currency are right and double-check your settlement recommendation amount.

Click send and your claim is automatically visible by the relevant carrier.

How do I view my pending claims?

From your dashboard, click on the Claims List Tab and all the cases you have lodged will be displayed. These can be downloaded in .CSV format or printed from the same page.
To view a particular claim, scroll down the list and select the claim by clicking on the arrow at the far right of the claim.
You can search a particular claim by typing key words into the search box at the top right corner of the claims list.

How do I accept/reject or recommend a new offer?

During lodgement, you are required to suggest a settlement amount. Ensure that your amount and currency are correct before clicking send.

Once the carrier receives and studies your claim, three options are open to them:
– Accept
– Reject or
– New offer

If they click Accept, your suggested offer is accepted in the displayed currency. A Receipt and Release is immediately automated and sent to your email, that of the Carrier and to StilFresh.
All settled claims are viewable by clicking the Settlement tab on your dashboard.
If the carrier clicks Reject, you and StilFresh will immediately be notified of the rejection. At this point, you are at liberty to close the claim or if you feel strongly about it, you can appoint StilFresh to physically commence a recovery action on your behalf by simply clicking on Recover at the far right corner of the particular claim.
Note that there is an additional fee per each recovery claim.
However, if on the other hand the Carrier clicks New Offer, they will be required to make you a new offer. They have the option to include a comment.
Once this is done, a notification will be sent to you.
Always check your notification icon at the top right hand corner of your dashboard.
An email will also be sent to the your dedicated email address to inform you of the new activity. You can directly access this by clicking on the secure link.
You must be signed in to StilFresh to be directly routed to the relevant claim.
At this stage, you will be able to also Accept, Reject or recommend a New Offer.

How do I rate a surveyor?

Navigate to the Surveyor tab and select the Surveyor you have used on a particular claim.

Click on the corresponding number of stars to represent how satisfied you were with their service; one for poor and five for outstanding.

Each surveyor will have the number of stars displayed next to their names and number of people who voted.

StilFresh takes no responsibility for the performance of the listed surveyors.

How to obtain an Assignment of Rights

The Consignee will be able to take photographs of the container, seals and cargo at discharge. To gain access to the StilFresh App, you will generate a code and send it to him/her.
On their mobile devices, a notification will be shown which reads:
By using this code, I accept to transfer all my rights in relation to this matter to shipper/insurer for the purposes of recovery. Accept, Reject.
Once the Consignee clicks Accept, a digital certificate is formed and attached on StilFresh under the respective claim to serve as an Assignment of Rights.
NB: Emphasis in your policy or sales contract that the Consignee has to provide a dedicated phone number that will be used for this purpose. StilFresh will use a GPS service to identify where the Assignment of Rights was formed.

Carrier Interest

How do I view a lodged claim?

There are three options of arriving at your lodged claims:
– by clicking on the StilFresh secure notification link
– by clicking on the notification symbol on the top right hand corner of your dashboard or
– by clicking on the Claim details tab.
You can select each claim by clicking on the corresponding arrow on the far right hand corner of the claim.

How do I accept/reject or recommend a new offer?

There are three options of arriving at your lodged claims:
– by clicking on the StilFresh secure notification link
– by clicking on the notification symbol on the top right hand corner of your dashboard or
– by clicking on the Claim details tab.
You can select each claim by clicking on the corresponding arrow on the far right hand corner of the claim.

How to StilFresh

Claimant

1. Using your user name and secure password, log on to www.stilfresh.co.uk
2. Click on add claim
3. Fill in the required information and upload the corresponding documents
4. Suggest a desired settlement amount
5. Click send

Defendant

1. Using your user name and secure password, log on to www.stilfresh.co.uk
2. Click on Claim Details and choose desire claim to deal with
3. View the provided information and corresponding documents
4. Suggest a desired settlement amount
5. Click send

Consignee

1. Using the secure code provided by shipper/insurer, log on to Stilfresh App
2. If you agree to transfer your rights to shipper, click accept to access your camera
3. Take photographs of container, seal and cargo
4. Log out of StilFresh App

HOW TO USE STILFRESH

StilFresh signup requirements

In order to sign up for StilFresh for Business an organization must have:

  • Corporate claims email
  • Company bank details

Adding and removing employees

Employees associated with your StilFresh account will need their own personal account to use the service. Adding employees to your StilFresh for Business account is quick and easy. Navigate to the dashboard and click “Add Employees,” located in top right-hand corner of the page. From there, you can add individual employees or use our bulk-uploading feature to add a list of employees all at once using a .CSV.

To remove an employee, go to the Employees tab in your dashboard, then check the box next to the name of the employee you’d like to remove and click the small trash can icon near the top of the page. Once removed, employees will no longer show up in your dashboard and they will no longer have access to your company’s account.

Managing employee account

In the employees tab, you will be able to click on each employee and see the list of cases they are dealing with including the pending, settled and rejected claims.

You can also download all this information in .CSV format from the same page.

Do you have any questions?

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