Everything in this case is based on the contract you enter into with a freight forwarder. Similar liability agreements are also signed by the forwarding agent with shipping lines and carriers.
Typically, these agreements outline what should be done in the event that products are lost or damaged. The freight forwarder will make every effort to prevent such issues once he signs the contracts.
If they do, the forwarding agency will handle them either on their own or with the assistance of the insurance provider.