Move the claimant designation from chat records into the order checklist. The inability to prove when the loss occurred or who is entitled to claim after an incident commonly occurs when information gives only a conclusion without identifying the vehicle or supporting document. At a minimum, agree on the policy, coverage scope, deductible, pre- and post-shipment images, and notification records, and identify the issuer and validity date. If documents conflict, pause the relevant payment or release and apply the principle that insurance proceeds do not replace the contractual allocation of cargo-damage liability.
For practical guidance, see What Is Shipping Insurance for Car Export?.