01 / Platform
Specialist expertise.
Structured execution.
DIENORR brings the disciplines of cargo claims management into one coherent environment: evidence, liability, deadlines, correspondence and management oversight.
Designed for freight forwarders, hauliers and cargo insurers, the platform addresses claims for damage, loss and delay under the Convention on the Contract for the International Carriage of Goods by Road. Its purpose is to reduce procedural fragmentation, strengthen the consistency of case handling and provide the information required for informed operational decisions.
02 / Claims management
From initial evidence
to a considered outcome.
An integrated case workspace supports the complete handling process, while preserving professional judgement and a clear record of responsibility.
Coordinated case intake
Create individual cases or submit a complete folder of claim documentation. The Case Cockpit coordinates extraction, correspondence analysis, deadline calculation and liability assessment, bringing the results together in a single review workspace. Optional AI drafting remains subject to user selection.
Document management and review
Maintain CMR consignment notes, proof of delivery, invoices, damage photographs and correspondence within the case record. Supported intake includes PDFs, scanned images, Excel workbooks and email files in .eml or .msg format. Document previews, categorisation, embedded photographs and controlled retrieval of linked attachments support an orderly evidential file.
Source-referenced extraction
Relevant weights, dates, parties, cargo details and incident descriptions are extracted into structured fields with confidence information and source references. Mechanical quotation checks help distinguish supported evidence from unverified output. Incomplete, conflicting or low-confidence information remains available for review rather than being silently treated as established fact.
Case identity and human corrections
Maintain the case reference, external references, parties, route, vehicle and insurance information in a structured record. Human corrections preserve the previous fact and its provenance. Relevant assessments are recalculated from the corrected data, supporting traceability from the source document to the current result.
Deterministic CMR assessment
Applicable rules under CMR Articles 17, 23, 24, 25, 26, 27, 29, 30 and 32 are implemented as deterministic calculations. The assessment records the inputs, SDR conversion information, governing basis and compensation breakdown. Artificial intelligence does not calculate the monetary result or statutory deadline.
Statutory deadlines and notifications
Article 30 notice periods and Article 32 limitation periods are calculated from the applicable case facts and classified by urgency. Background scans maintain deadline status and support reminders. Organisation-wide activity notifications, individual read status and inactivity flags help teams prioritise work; the case record remains the authoritative view of the deadline.
Correspondence and decision support
Reconstruct the correspondence chronology and request case insights grounded in the available record. Reply drafts can be prepared in the language of the incoming correspondence. Users review, amend and approve the text before external use; generating a draft does not send a message.
Insurance case documentation
A dedicated insurance panel maintains insured-party, policy, incident and contact details. Organisation defaults are captured for the case without subsequent changes rewriting that history. Concurrent-save checks prevent a stale edit from silently replacing newer information.
Insurance descriptions and reports
Request an evidence-based incident-description draft for review, with safeguards against unsupported financial content. Generate a structured Word insurance report directly from the saved case information. Report generation does not require an AI call, and missing information is explicitly identified rather than invented.
Case lifecycle and collaboration
Search and filter the portfolio, maintain case notes, review document digests and track each matter through its operational status. Closing and reopening, controlled deletion and restoration, and authorised bulk actions support an orderly lifecycle while retaining the appropriate audit history.
Portfolio reporting and analysis
Review portfolio dashboards, operational statistics and financial indicators according to role permissions. CSV exports and AI-assisted narrative portfolio reports support management review; numerical results remain derived from recorded case data rather than generated estimates.
Organisation administration
Manage invitations, approved account setup, membership, roles and organisation settings through controlled workflows. Platform administration uses explicit organisational context and records cross-organisation actions. Last-administrator protections help prevent an organisation from losing its remaining administrative access.
Secure communication between organisations
Approved organisations, such as a forwarder and its carrier or insurer, may establish a permanent, invitation-based connection and correspond in a single dedicated conversation held apart from the case record. Each organisation selects which of its authorised users participate. Messages are never silently edited or deleted; a correction is made as a reply. The capability is introduced progressively to approved organisations.
03 / Security & governance
Trust established
through defined controls.
Access, data separation and accountability are structural parts of the platform. Controls are applied at the application and database layers, supported by documented operational procedures.
Identity and authentication
Google and Microsoft OAuth sign-in and optional password authentication support controlled access. Passwords use Argon2id hashing; authentication responses limit account enumeration. SAML 2.0 federation, including replay protection, is available where configured for the organisation. Every sign-in route is subject to the multi-factor requirement described below.
Multi-factor authentication
Time-based one-time passcodes (TOTP, RFC 6238) provide a second authentication factor, supported by ten single-use recovery codes. Authenticator secrets are encrypted at rest. The requirement is verified by the server on every sign-in route, including password, OAuth and SAML, rather than by the user interface alone, and a recovery code cannot replace the primary credential. Where all factors are lost, access is restored only through a controlled, audited identity-verification procedure involving two authorised individuals and a mandatory waiting period; there is no e-mail-only bypass.
Least-privilege authorisation
Seven organisation roles operate through a central, default-deny permission model. Capabilities are granted explicitly and checked on the server for each request. Financial information, administration and AI functions are subject to their respective permissions.
Organisational data separation
Tenant-scoped queries apply an organisational boundary at the repository layer. Cross-organisation requests are rejected without confirming the existence of another client's resource. Privileged platform operations require a separately validated organisational context.
Controlled communication between organisations
Data separation remains the rule; communication between organisations is a deliberate, permissioned exception. Two approved organisations may connect by invitation, never by inference from an email domain, and share one permanent conversation. Access requires an active account and explicit participation: organisation administrators and platform operators are granted no read access to the conversation. Files, where file sharing is enabled, are scanned, immutable copies, and private case storage is never exposed to the other organisation.
Session and account controls
Server-side session revocation, account suspension checks, controlled invitations and time-limited, single-use account-setup and password-reset tokens support the full access lifecycle. Administrative safeguards protect the remaining active administrator.
Auditable records
An append-only audit trail records material case and administrative changes. Database controls restrict alteration of existing entries, with a narrowly defined exception for authorised legal tenant erasure. Privileged cross-organisation actions are explicitly identified.
Application and document protection
Origin validation, security headers, endpoint rate limits and parameterised database access support the application boundary. Upload allowlists, storage-path validation and protected external-document retrieval address common file-handling and request-forgery risks.
Controlled use of AI
AI supports extraction, drafting and advisory analysis under human oversight. Source verification and task-specific output guards constrain its use. Liability and deadline calculations remain deterministic, and operational controls can disable AI processing without redefining the underlying case record.
European hosting and encrypted transport
The platform is operated on EU-hosted infrastructure with HTTPS and HTTP Strict Transport Security. Application, database and queue services are distinct components of the deployment; database and broker ports are not publicly published by the configured stack.
Operational resilience
Continuity requires
more than availability.
Backup and recovery
Backup procedures incorporate PostgreSQL integrity checks, retention rules and off-site copies, with a separate backup path for document storage. Documented recovery procedures and database restoration exercises support recovery planning. Deployment-specific schedules and customer requirements are reviewed during onboarding.
Background processing
Worker acknowledgement, bounded retries, execution limits and safeguards against overlapping scheduled tasks support controlled background processing. Task state and queue health are monitored, including controls to reduce duplicate processing where implemented.
Operational monitoring
Operational checks cover application readiness, database and broker health, worker availability, queue backlog, resource pressure, certificate expiry and backup freshness. Diagnostic records support investigation and operator response.
Deployment governance
Staged build, migration, readiness and smoke-test checks govern deployment. Failed prerequisite checks stop the process, while documented rollback constraints and regression testing support controlled change management.
AI usage and cost governance
AI calls are attributed to the relevant organisation and, where applicable, case and feature. Usage, outcomes, token consumption and pricing information support operational review. Unpriced usage is identified as unknown rather than represented as zero cost.
04 / Data & intelligence
Each claim becomes
organisational knowledge.
A well-maintained case record is more than a requirement of claims administration. It is a basis for improving the way an organisation operates.
Documents, structured facts, parties, routes, vehicle details, insurance information, corrections and case events create a traceable body of evidence. DIENORR organises this information into operational and financial indicators, allowing management to examine performance without repeatedly assembling separate spreadsheets.
Workload and throughput
Open case backlog; distribution by status and claim type; cases opened and closed by month; average and median time to closure.
Financial exposure
Recorded claimed and assessed amounts, their difference, and recorded amounts paid, pursued and recovered. These figures describe the data held in the platform; they do not imply an automated recovery service.
Deadline oversight
Open deadlines by urgency, Article 30 notice status and Article 32 limitation status, including suspended periods where recorded.
Counterparty performance
Claim frequency and assessed exposure by counterparty, supporting evidence-based review of recurring operational patterns and commercial relationships.
Documentation quality
Average document count per case and identification of cases without supporting documents, enabling teams to review evidential completeness.
Insurance visibility
Recorded insurance coverage status and distribution by insurer. Unanswered coverage information remains distinct from confirmed uninsured status.
These indicators can inform priorities across claims handling, documentation, counterparty oversight, insurance review and internal process improvement. They help teams identify recurring issues, compare performance over time and direct attention towards matters that require further investigation.
Metrics are calculated from the available case data and are subject to role permissions. Missing or insufficient data is explicitly identified. AI-generated narrative may assist interpretation, but it does not replace the recorded figures or professional judgement. Each organisation's portfolio remains separate from that of every other client.
05 / Company
A focused discipline.
A broader ambition.
Our perspective
DIENORR is a specialist technology business focused on cargo claims and the operational requirements of international road freight. We develop purpose-built software for a demanding field in which evidential quality, legal time limits and consistent decision-making carry material consequences.
Our purpose
We aim to help organisations progress from fragmented case administration towards a more consistent, accountable and informed operating model. Resolving the immediate claim is one part of that objective; understanding why claims arise and improving the processes around them is equally significant.
Our approach
The platform combines deterministic rules, carefully bounded AI assistance and human review. Technology organises the evidence and supports the workflow, while authorised professionals retain responsibility for decisions, correspondence and external commitments.
Our clients
We work with freight forwarders, hauliers and cargo insurers that require a dedicated environment for CMR claims. Each organisation operates within its own data and permission boundaries, with access introduced through a controlled onboarding process.
Our scope
The current liability engine implements the specified CMR rules used in the platform's assessment workflow. Additional carriage conventions remain a future development area and are not presented as currently supported. Expansion is intended to follow the same principles of traceability and controlled implementation.
Our service model
DIENORR is delivered as a hosted web application. Client organisations access the platform through authenticated sessions without installing or maintaining its infrastructure. Our objective is a long-term contribution to the quality of claims handling and the wider effectiveness of the organisation.
DIENORR / Specialist cargo claims technology
Delegate the drill.
Elevate your business.
Introduce greater consistency, visibility and control
to your cargo claims operations.