索赔理赔
索赔，就是指遭受损失的一方在争议发生后，向违约的一方提出赔偿的要求。
理赔，就是指违约的一方受理遭受损失的一方所提出的赔偿要求。
索赔、理赔书就是指这些有关索赔、理赔的信函。
索赔、理赔信函的写作格式主要有标题、编号、收文单位、正文、附件、发文单位、发文日期等。这里主要讲标题和正文两大部分。
(一)标题
这类标题较为灵活。如写《关于×××的索赔书》或《索赔书》、《理赔书》，亦可写《索理赔书》等形式(即可写成公文式的标题，又可写成不包括单位名称，也不包括索赔、理赔事由，只写出文件性质的)简单标题。
(二)正文
1．开头部分
一般是简述事由或转述对方来函要点。
开头一部分的写法宜简明扼要、具体，这样便于为下文主体部分的要求、分析或辩驳奠定基础。
2．主体部分
在开头引据的基础上，或顺理成章地提出索赔要求、或分析辩驳对方索赔理由，进而提出自己的意见，或同意赔偿或拒绝赔偿。
(三)结尾
这一部分，通常在提出了自己的要求或申述了自己的意见以后，有的提出建议，或有的表示愿望。
通常这类简短的信函，开头、主体和结尾三部分连在一块，不分段落，这也是惯用的格式。
在写作要求上，撰写这类信函时，要注意以下几方面：第一，要针对具体问题具体分析，掌握方式方法。双方发生争议后，就要针对不同情况，具体问题具体分析。这要根据国别、地区、商品、市场、客商在不同条件下的不同具体情况，分析和思考有利及不利的因素，从贸易双方的长远利益和实际情况出发，在信函措词时就要既明确具体，又要灵活简略，既要尽量减少损失，又要有利于今后双方业务的共同发展。第二，注重调查研究，明确责任是非。要说得有理，说倒对方，就必须要调查研究。只有掌握了充分的事实根据，才能理由充分，分清是非，明确责任。第三，坚持原则，严肃谨慎。同国外商人打交道，既要有理有节，坚持原则，又要谦逊得宜，严肃谨慎。对于某些外商的不法经营或有损我国声誉、权益时，要保持高度的警惕。故在撰写这类信函时，不仅要说理充分，而且也要善于驳倒对方的无理辩解。
【范例】：
投诉货物的品质
Gentlemen：
Thank you for your delivery of‘Winsnow’dresses，Which we ordered on May 6．However，we wish to draw your attention to two matters．
Of the red dresses supplied，one lot of 100(size 12)included clothes of a lighter red than the other sizee．Since we deliver a collection of various sizes to each store，it would be obvious to the customers that the clothes are dissimilar．In addition，the red velt suppplied does notmatch these dresses．We are returning two of these by separate mail，and would ask you to replace the whole lot by 100 dresses size 12 in the correct colour．As far as your charges for air freight areconcerned，we agreed to pay the extra costs which you invoiced．However your costs for packing and insurance must have been lower for air cargo，and we request you to take this fact in to consideration and to make an adjustment to the invoice amount．Would you please sent us rectified invoice，reduced accordingly．
We look forward to your dealing with these questions without delay．
Very truly yours．
敬启者：
感谢贵方运给我们5月6日订购的“云丝路”套裙。但是，我们希望以下两件事能引起您的注意。
在供应的红色套裙中，有一批100套的套裙，其中(尺码为12)含有一些服装比其它尺码的服装颜色浅。因为我们向每家商店发送的都是一组不同尺码的货物，客户们会很明显地发现服装不一样。另外，供应的红色裙带也与这些套裙不配。我们将其中两个作样品分别邮给你们，并要求将12尺码的整批100套套裙换成正确的颜色。
关于贵方收取的空运费用问题，我们同意支付您发票上的额外成本。但是，用于空运的包装与保险成本一定比贵方所用成本低。因此，我们要求贵方考虑这一事实并重新修改发票数额。请贵方寄给我方经修改过的数额已减少的发票。
我们期待着贵方不拖延对这些问题的处理。
敬上
投诉的处理
Dear Sirs，
Tht colour of the dresses about which you complain is indeed lighter than it should be．Apparently this was out looked by the controller responsible．Please accept our apologies for the oversight．
We are sending you a new lot by air this week，and would ask you to return the faulty clothes at your convenievce，carriage forward．Alternatively you may keep this lot for sale as seconds at a reduced price of $980．
You are perfectly correct in saying that packing and insurance costs are normally low to send the goods by air．But can we remind you that the cargo was made at very short notice．It was not possible for us to use the lighter air freight packing materials，as most of the dresses were ready for shipment by sea freight(Please see our letter of May 10)．Furthermore，our insurance is on an open policy at a flat，and depends on the value of the goods，not the method of transport．For these reasons our invoice No．10098 dated May 15，××××is still valid，and we look forward to receiving your remittance when due．
Yours faithfully，
敬启者：
贵方投诉的套裙颜色确实比应该达到的颜色浅。显然这是由于有关负责人粗心大意造成的。对于以上疏忽请接受我们的歉意。
本周我们空运给贵方一批新的服装，并请求贵方在方便的情况下将不合格的衣服寄回给我们，运费由收货方负担。或者贵方将这批货物作为次品以$980元的价格降阶销售。
您说的非常正确，空运的包装和保险费通常较低。但是我们能否提醒您一点，贵方是在非常短的时间内通知我们空运货物，我们不大可能使用较轻的空运包装材料，因为大部分服装已经准备海运(请查阅我们5月10日的信函)。再加上我们使用的保险是征收统一价的预订保险，保险费根据货物的价值决定，而不是运输方式。由于这些原因，我们这张号码为10089、时间为××××年5月10日的发票仍旧有效，我们期待在到期日前收到贵方寄来的汇款。
敬上
投诉货运迟误及出口商回复
Dear Sirs，
Last Sept．we were entrusted with a proj ect to build a commercial centre at Dalian．As the project was to get under way in this Apirl，we placed order with you for seven bull dozers on Jan．3 and you promised the machines would be delivered on about March 1 5 th．We waited and waited．Today is 5 th April but we have not seen a single part of the bull dozers．But as soon as we start work，these bull dozers will be used to level the uneven land．Without them，we will have to delay our work．
Please tell us when these bull dozers will be delivered on．We are not allowed for any further delay．
Yours sincerely，
Dear Sirs，
We sent the bull dozers by rail to Osaka seven days ahead of schedule，But much to our regret，a strike of dock workers lead to the hold up of all the goods including yours．
The local newspaper says the strike will last until 12th Apirl．We are making private arrangement to get the consignments for immediate shipment once the strike ends．
We apologize for the delay and hope you would understand that it is out of our control．We believe that you will not be too much inconvenienced by having to wait a few more days as our bull dozers efficient performance will considerably compensate you．
Sincerely yours，
敬启者：
去年9月我们接受了一个项目要在大连建一个商业中心。5月份这个项目就要动工了，因此今年1月3日我们向贵公司订购了7辆推土机，当时你们许诺说3月中旬即可把货送到。可是现在4月5日了，我们连一个推土机的零件也没见到，而这个项目一开始就得用这些推土机来平整土地，没有它们我们就得推迟动工。
请告诉我们这些推土机何时能够交货。我们经不起再拖延了。
敬上
敬启者：
我们提前一周将推土机运往大阪港，令人遗憾的是码头工人的罢工使所有的货物包括你们的订货全部被搁置起来。
当地的报纸说罢工将持续到4月12日左右。我们现正在联系，等罢工结束后就立即将你们的货物装船。
很抱歉给你们造成的耽搁，但希望你们能理解这是我们无能为力的事。我们相信再等几天不致给你带来太大的麻烦，因为我们的推土机效率高，一定会把被耽搁的时间夺回来。
敬上
投诉棉布被单质量及出口商回复
Dear Sirs，
We have received your cotton sheetings shipped by Angle．But to our regret，the cloth is not in accordance with the sample we sent you．It is inferior in texture but also different in shade．My customers claimed that they would not accept it unless they were given a 6%discount．
I hope you would give a favorable consideration to this circumstance．
Yours truly，
Dear Sirs，
In reply to your complaint，I here sent back the sample to you so that you would compare it to our consignment by yourself．I assure you that our sheetings exactly matches your sample both in quality and colour．As for the slight difference in shade，I’m sure that no a closer match can be achieved by other manufacturers．I am sorry that I cant reduce price．I even sus pect that your customers intention is to attempt to earn allowance by way of complaining．
Sincercly yours，
敬启者：
我们已收到由“安格尔”号轮运来的棉布被单，可是令人遗憾的是这批被单跟我们寄给的样品差别颇大。不仅质地较差，而且色度也不相同。我的顾客说除非给他们6%的折扣，否则他们不接受这种棉布。
希望你们能对这一情况给予考虑。
敬上
敬启者：
作为对你抱怨的答复，我将你的样品寄还给你以便让你自己比较一下它跟我们的产品有甚么差别。
我可以向你保证，我们的被单不论是在质量还是花色上都是符合你的样品要求的。至于在色度方面有那么一点点细微的差别，我想其他厂商也根本无法做得更好了。
很抱歉我无法压价。我甚至怀疑你的顾客是想通过抱怨来打折扣。
敬上
厂家投诉代理商及代理商回复
Dear Sirs，
In your first three months as our agent you sold 180 VHS sets This is a good start indeed Recently，however，your sales began to decline to such an extent that no more than 20 video recorder are sold one month although there were so many models for choice．
You may have read yesterday’s newspaper which reports that South Korea’s video recorders sell very well in your city．A big store even store 280 TV within 15 days．We wonderwhy our competitors can make such tremendous achievement while we are so humble in．We’d like to know what steps you are taking to change the present situation．
We look forward to hearing form you．
Sincerely yours，
Dear Sirs，
You express your dissatisfaction with our work in your letter of Oct 20．As requested，we dlike to point out the causes for this poor results．
First，South Koreas manufacterers spend a lot of money on advertising which reaches ev ery corner of our city while we are lack of extra funds for advertising；Secondly，South Krea’s manufacturers concentrate on two or three high quality models to confirm the good sales；Third， it’s so long for orders to be shipped．As you know，wealthy customers are always hair－split ting and impatient．
If you are willing to back us with advertising，carefully choose the suitable products at intermediate prices and assure prompt diliveries，we can assure you that we will be able to compete with the agents of other manufacturers．
Sincerely yours，
敬启者：
在你做我们代理的头3个月你售出了180台录像机，这确实是个好的开端，可是最近一段时间，你的销售额开始下降，一个月还卖不到20台，虽说我们录像机的牌号也不少。
你或许看过昨天报纸的报道：南韩的录像机很走俏，一家商店15天时间就售出280余台。不知道为什么我们的竞争者们可以取得这么大的成绩而我们在销售方面却那么寒酸。我们想知道你们现在正采取什么措施来改变这种状况。
希望来信告知情况。
敬上
敬启者：
10月20日来信收悉，得知你们对我们的工作不满意。根据你的意思，我们想乘此机会指出你们产品的销售不景气的原因。
首先，南韩的厂家花很大一笔钱来做广告，他们的广告伸向每个角落，而我们却没有这笔经费来做广告。第二，南韩的厂家精心挑选两三种高质量的型号以确保卖得好。第三，我们的讨货要好长一段时间才能收到。你知道有钱人总是挑剔、等不住的。
如果你愿意拨出一笔经费支持我们做广告，精心挑选几种中等价格的适销产品并保证能够及时装运，我们可以保证我们一定能够竞争得过其他厂家的代理商。
敬上
买方因货物受损向卖方索赔
Dear Sers，
Re：Our Order No．SN198
We have just taken delivery of the 180 cases of Chinaware you shipped per S．S．“Angle”according to the a／morder．To our surprise，we found，on unwrapping the cases，almost half of the goods were broken．As you will know from the enclosed Survey Report No．CNl657 issued by×××，the damage was probably due to improper packing，the packing inside the case was not sufficient enough to stand the voyage．
As the loss is too heavy to overlook，we are compelled to claim on you for US$8，000，inclusive of the survey fee，as per the statement of claims enclosed．We leave it to your option whether yor will send a settlement，or send us a replacement within 15days．In the latter case，the survey fee should be still at your expense．
We shall appreciate your best attention to this matter．
Yours truly，
敬启者：
第SN198号订单
由“安格尔”轮运来的我方上述订单项下180箱瓷器已经提取。令人震惊的是，我们在开箱时发现将近一半的货物均已破碎。从我们随附的由×××出具的第CN1657号检验报告中，贵方可以看到，损坏很可能是由于包装不当所致——箱内填塞物不足，经不起海上颠簸。
这次损失实在太多，因此我们不得不向贵方索赔8000美元(包括检验费在内)，详见所附索赔清单。是给我方寄来全部金额的支票抑或是在15天内予以换货，由贵方自己决定。若是换货，检验费仍需由贵方负担。
若贵方尽快处理此事，将万分感谢。
敬上
卖方回复并建议向船公司或保险公司索赔
Dear Sirs，
We ackowledge receipt of your letter of claim dated March 20，together with enclosures．
We are sorry that you hold us responsible for the damage as our Chinaware is always packed with utmost care，complaints in this regard are most infrequent．The way in which we packed your order is quite the same as we did in the past．We therefore，are inclined to believe that such serious damage was caused through rough handing of the cases in route and really cannot admit any liability for your claim．
We suggest that you lodge your claim for damage with the carriers without further delay．Provided you have covered the goods against the risk of breakage，the claim shall be certainly referred to the underwriters．Maybe what we can do for you is that，if you would like，we send you another shipment immediately to take the place of the broken ones．
Yours sincerely，
敬启者：
贵方3月20日索赔函及附件已收悉。对于贵方要求我们对货物受损负责，我们感到遗憾。我们的瓷器都是经过仔细包装的，在包装方面很少会听到抱怨。对贵方订货的包装和我们以往的处理并无两样。因此我们认为，造成如此大的损坏的原因是运输途中的粗鲁搬运，对你们的索赔我们实难承担任何责任。
我们建议贵方立即向船公司提出索赔。如果这批货物已投保了破碎险，就该向保险公司提出索赔。我们能为你做的只是立即再装一批货代替已破碎的，如果你们需要的话。
敬上
买方因货物短装提出索赔及卖方回复
Dear Sirs，
Re：Our Order No．CN986
We duly received the consignment covering our order No．CN986．All was found correct with the exception of Case No．7－there is only 8 dozen cotton shirts in this case instead of 10 dozen entered on the invoice．As the case remains undamaged，it is more than probable that they have been shortshipped．To support our claim，we are enclosing a survey report issued by×××Since only a small quantity is involved，you may not trouble to make up the difference，but remit the amount of US$600 direct to us．
We look forward to your settlement at early date．
Yours truly，
Dear Sirs，
Re：Your Order No．CN986
It is with regret that we learn from your letter dated Sept．10 about the shortage of 2dozen shirts on the above order，our record shows that we have saipped au the 100 dozen shirts，however，it is possible that a shortage be made through unskilled packing．We hereby send you our cheque No．F1097 for US$ 600 and also our apologies for the inconvenience cause to you．
Yours truly，
敬启者：
第CN968号订单
我们已及时收到第CN986号订单项下的货物。其他一切无误。只有第7号箱有问题——箱内仅有8打棉衫，而按发票所列应该是10打。由于箱子并没有损坏，很可能是你们短装了2打。随附由×××出具的检验报告作为证明。
鉴于短装数量不大，你们不必再补货，只需将600美元款项直接汇给我们。希望你们早日予以结清。
敬上
敬启者：
第CN986号订单
从贵方9月10日来信中得悉，上述棉衫订货短装了2打。
根据我们的记录，全部100打运动衫均已付运。不过也可能存在因不熟练包装导致短装的情况。我们在此送上面额为600美元的支票第F1097号。给你们带来麻烦，我们深表歉意。
敬上
买方因货物迟交及质量问题向卖方索赔
Dear sirs，
With reference to our Contract No．SN986，we reget that not only have you delayed the delivery for 30 days but also have supplied goods in inferior quality．
In this instance，we have to put forward to you our claims as follows：
All particulars are given on our Statement of Claims．The Inspest ion Report issued by×××is under the same cover for your examination．
Yours truly，
敬启者：
关于我们的SN986号合同，很遗憾贵方不仅交货延迟30天，而且所供货物质量低劣。因此，我们只有向贵方索赔如下：
有关细节详见所附索赔清单。同时附上由××出具的检验报告供查阅。
希望贵方立即解决此事。
敬上
收到损坏货物投诉索赔后的回复
Dear Sirs，
Not：This will acknowledge your complaint about the L1086 TV sets shopped to you in NOV．20．The TV sets was shopped in a factory sealed carton that had been inspected before being sealed．Under the circumstances，I believe your claim for damages must be made to the express company that handled the shipment．
But：I can really understand your disappointment in not being able to use your TV sets．
As your may have noted，the TV set was shopped to you in the original carton，inspection number of MCR Co，is on the instrument before sent to us，and it has been verified by the manufacturer．Under the circumstances，I believe you will have no difficulty in collecting from the express company that handled the shipment．I have informed the express company of the damage，and I am forwarding a claim form with this letter．The express company adjuster will visit you within a few days after you file the claim．If there is anything further we can do to be of help，please feel free to call on us．
Cordially，
敬启者：
贵方：这里将确认您的投诉，是关于11月20日卖给您L10986电视机一事。该电视机在密封之前经过检验才装进工厂密封的纸箱中售出的。在这种情况下，我认为索赔损坏物品一事必须提交受托承运的运输公司处理。
但是，我完全能够理解无法使用电视机带给您的失望。但如您信中所说，电视机在运给我们之前已有MCR公司检验号，发现该产品已由生产厂家检验合格。
在这种情况下，我相信您向托运公司催款没有什么问题。我已经通知该公司有关物品损坏一事，我随函附寄上这份索赔单。在您提出投诉后，运输公司的理赔员将在近几天内访问您。如果我们还能给您更多的帮助，请随时与我们联系。
敬上
买方要求撤消合同及卖方回复
DearSirs，
We wish to refer you to our cables dated the 2nd，1 1 th and 18th of June urging you for an immediate shipmen of the goods we ordered on April 10．Having received no reply，we cannot but inform you that we have decided to cancel the Order NO．CN986 and claim on you for the losses we sustained，amounting to US$4，500 as clearly shown in the enclosed statement．
We regret having to take such a step and do hope you will make a full settlement at the earliest．
Yours sincerely，
Dear Sirs，
We regret that you find it necessary to made such a drastic step as is noted in your letter of June 28．
We admit our responsibility for the unpunctual execution of your Order No．CN986，but it was actually beyond our helps－two week strike in the factory upset the production plan．However，your order has already been put into production and will be finished in a few days．As the goods has been specially made for you，we would suffer a considerable loss if we comply with your request for cancelling your order．
We hope you’ll reconsider this matter and withdraw your request for cancellation．As soon as your order is shipped，we will cable you the details．
Yours sincerely，
敬启者：
我们提请贵方注意6月2日、11日和18日我方去电，催促贵方立即装运我方4月10日订货。因迄今贵方未有答复，我们只好决定撤销此CN986号订单，并对我们蒙受的损失，计4500美元，向贵方提出索赔，详见所附索赔清单。
我们很遗憾不得不采取这一步聚，希望贵方能早日全部解决我方索赔。
敬上
敬启者：
从贵方6月28日来信中得知贵方要采取如此严厉措施。对此，我们深为遗憾。我们承认，对贵方第CN986号订单中的交货延误我方负有责任，然而我们对此确实无能为力——工厂罢工两周打乱了整个生产计划。贵方订货现已投入生产，近日内可望完工。由于这批货物是特地为你们生产的。如果撤销订单，我方将遭受很大损失。
希望贵方能重新考虑此事，收回撤约的要求，一俟贵方订货付运，当电告详情。
敬上
货物运输途中受损，向船公司索赔
Dear Sirs，
With much regret，we inform you that the 200 bags rice shipped by your S．S．Angle reached us in poor condition two－third of the bags were wet through and the contents were so damaged as to be completely useless．
We are enclosing Inspection Report No．LN986 issued by the×××Commodity Inspection Bureau，who certifies that the goods are damaged by sea water，for which you are to be held responsible．Therefore，we request your compensation for the loss we suffered as per our state ment of claim enclosed．Meanwhile，we are holding the bags just as we recieved them for your examination．
We hope the matter will receive your best attention．
Yours sincerely，
敬启者：
很遗憾通知贵公司，由贵公司“安格尔”轮装运的200包大米在到达我处时已受损。大约有三分之二的包完全湿透，里面的大米已全无用处。
随函附上××商检局出具的第LN986号检验报告，该商检局证实这批货物受海水浸湿损坏，对此贵公司应负责任。我们要求贵公司对我们遭受的损失予以赔偿，详见所附索赔清单。同时，我们原封不动保管这些包等候贵公司来人检查。
望贵公司认真处理此事。
敬上
买方要求卖方代为索赔
Dear Sirs，
When the S／S“Angle”arrived at San Francisco，we as usual invited insurance surveyors open the cases and examine the contents in the presence of the shippings agents．But to our sur prise we found that 10 cameras were severely damaged although the invoiced content is only 100 altogether．
As the insurance was covered at your end，we hope you would take up the claim for us with the insurance company after you receive the surveyor’s report and shipping agent’s state ment．
Thank you in advance for your help．
Yours truly，
敬启者：
“安格尔”号轮到达旧金山港时，我们按惯例请保险验货员开箱检查，当时有船公司代表在场。可是让我们吃惊的是，该批货物的100架照相机中竟然有10架遭到严重损坏。
鉴于该保险由贵方承办，我们希望贵方在收到验货报告及船公司代表的报告后代为向保险公司索赔。
谨先致谢意。
敬上
向保险公司索赔
Dear Sirs，
When the S／S“Angle”entered the port San Franciso，our local Commodity Inspection Bu reau examined the consignment and handed us the inspection report form which we learned that 10 out of 100 cameras were severely broken．
We lodged a claim for the goods damaged，and this is unpleasant to you as to us．But according to our insurance against F．P．A．with Risk of Clash&Breakage，we request you indem nity the sum of U．S．$1，800 for the 10 broken cameras．We enclose herewith detailed Lists of Claim，Inspection Certificate，Invoice，Packing List，Non－negotiable B／Ltogether with our Insurance Policy．
Your early settlement will be highly appreciated．
Yours truly，
敬启者：
“安格尔”号轮抵达旧金山港时，商品检验局派人检查了货物并交给我们一份检查报告，该报告说100架照相机中有10架严重损坏。
我方要求贵公司按有关条款赔偿损失货物，当然这对双方来说都是件不愉快的事。我们已为该批货物投保了平安险和破碎险，因此我们要求贵公司赔偿10架破损照相机，折合为1800美元。现随函附上索赔清单、检验证书、发票、装箱单、不可议付提单及保险单，请查收。
望尽早偿付我方损失货物之金额。
敬上
文书大全的其它文章：
- 涉外合同
- 电报函件
- 普通照件
- 正式对外函件
- 换文
- 议定书