Unit 14 索赔与理赔要点.ppt

Unit 14 Claim and Settlement索赔与理赔 14.1 Introduction（简介） 目的：掌握在发生损失时，如何进行索赔和理赔信函的处理。 在合同的执行过程中，签约双方应该严格履行合同义务。任何一方如果不能履约就会给另一方带来麻烦，有时还会使另一方遭受经济损失。一旦发生这种情况，受损方有权根据合同规定要求责任方赔偿或是采取补救措施。受损方所采取的这种行动称之为“索赔”（Claim）；责任方就受损失一方提出的要求进行处理，叫做“理赔”（Settlement）。 在书写索赔及理赔信函时，应注意以下几点： （1）迅速及时。 （2）详细明确。 （3）语气婉转。 14.2 Writing Skills（写作技巧） 索赔信函的写作步骤及常见表达方式： 回复索赔信函（索赔有理由情况下）的写作步骤及常见表达方式： 如果未能对索赔进行及时、有效的处理，则应立即告知对方信已收到，并说明正在调查此事，以后会给出充分的答复。回复此类索赔信函的写作步骤及常见表达方式： 14.3 Specimen Letters（样函） Letter 1：Claim on wrong goods Dear Sirs, Re: Our Order No.123 We duly received the documents and took delivery of the goods on arrival of s/s Prince at Hamburg. We thank you for your prompt execution of this order. Every thing appears to be correct and in good condition except in case No.3. Unfortunately when we opened this case we found it contained completely different articles, and we can only presume that a mistake was made and the contents of this case were for another order. As we need the articles we ordered to complete deliveries to our own customers, we must ask you to arrange for the dispatch of replacements at once. We attach a list of the contents of case No.3, and shall be glad if you will check this with our Order and your copy of your Invoice. In the meantime, we are holding the above-mentioned case at your disposal, and please let us know what you wish us to do with it. Yours faithfully, Letter 2：A reply to the claim on wrong goods Dear Sirs, Re: Your Order No.123 per s/s Prince Thank you for your letter of November 11. We were glad to know that the consignment was delivered promptly, but it was with great regret that we heard case No.3 did not contain the goods you ordered. On going into the matter we find that a mistake was indeed made in the packing, through a confusion of numbers, and we have arranged for the right goods to b