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FreightGuard Service Guarantee
Frequently asked questions
Q. What is the FreightGuard Service Guarantee?
A. The FreightGuard Service Guarantee is a program that provides a service guarantee against loss or damage of your goods, up to a maximum value of R10, 000.00.
Q. How much does the FreightGuard Service Guarantee cost?
· Cash Customers (compulsory) à R 38.00 / consignment
· Customers Spend - up to R 100,000.00 per month R 38.00 / consignment
· Customer Spend – in excess of R 100,000.00 per month R 0.05 / kilogram
Q. What are the BENEFITS of the program?
· A R 10,000.00 warranty is provided per consignment.
· There is no excess payable in the event of a claim.
· Claims are assessed within a targeted 7 days.
· All claims are handled by a professional 3rd party administrator
Q. My goods are lost / damaged. How do I make a claim?
A. Please go to the RSU website, download a claim form and return it to the e-mail address at the bottom of the form. Please do this ASAP!
Q. What happens if my claim value is higher than R 10,000.00?
A. The FreightGuard Service Guarantee is a service guarantee only, and has a maximum payable of R 10,000.00 per consignment.
a. Those customers consigning goods with a value of greater than R 10,000.00 are advised to have their own marine insurance policy in place.
i. If you do NOT have marine insurance, and your claim exceeds R 10,000.00, you will only be paid a maximum of R 10,000.00.
ii. If you DO have marine insurance, the FreightGuard Service Guarantee will likely fund the excess portion of the claim (dependent on where your excess is set).
Q. What happens if I claim for lost goods and then they show up?
A. If the claim has been settled, you the customer will have the option of receiving the goods back and refunding RSU for the claim amount paid, or RSU will take possession of the goods.
Q. Who can I contact to ask questions about my claim?
A. FreightGuard, our 3rd party claims administrators, can be contacted on (011) 450 1470 or they can be e-mailed at
Q. What sort of damage or causes of damage are NOT covered, am I automatically covered regardless of cause of damage?
A. As the FreightGuard Service Guarantee is a further guarantee of the service offered by RSU, in any event where the circumstances are within our control, your claims for damages will be considered.
However, where there is an event that is beyond our control, also known as ‘an insurable event’ such as fire, collision or overturning these events are not included in the FreightGuard Service Guarantee.
Q. Can I increase / decrease the value of the coverage for a particular consignment / all consignments?
A. No, because the FreightGuard Service Guarantee is a service guarantee, and not an insurance product, RSU has limited the cover to R10,000.00. If you require cover beyond R 10,000.00, we advise that you take out a marine insurance policy, which complements the FreightGuard Service Guarantee which can cover your excess.
Q. I’m not paying my bill until you pay out on the claim!
A. As per the terms and conditions of the FreightGuard Service Guarantee, which can be found on the RSU website, your freight account will need to be in order before the claim can be paid. As you are on the program your claim will be reviewed and finalised within a targeted 7 days.
Q. Our freight has been damaged or lost in transport and the value of my claim is less than R 10,000.00. Will I be paid R10,000.00 ?
A. Your claim will need to be assessed and the amount required to place you back in the position you were in before the damage or loss occurred, will need to be determined. If this value is less than R 10,000.00 then your claim will be settled for the lesser amount. Our professional 3rd party administrators, FreightGuard, will assess the claim as an unbiased umpire.
Q. What if RSU cannot answer queries about the FreightGuard Service Guarantee?
A. FreightGuard are here to help! Any tough questions that RSU are not comfortable in addressing, can be answered by FreightGuard. FreightGuard are happy to speak directly with RSU customers as needed.