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Forward Air Claims

Need to file a claim with Forward Air?
We’ve pulled together a few tips for filing a claim with the carrier.

How to file a freight claim with Forward Air

Unfortunately, things don’t always go as planned, and shipments occasionally get damaged. We’ve pulled together a few tips along with general information for filing a claim with Forward Air.

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What to do when freight damage is found

  • Thoroughly inspect the integrity of the external packaging.

  • If external packaging, shrink wrap etc. is not intact, record any damages on the Bill of Lading (BOL) or Proof of Delivery Receipt (POD).

  • Take photographs of any external packaging damage and product damage.

  • Contact Forward Air immediately to report damages (not your third-party logistics service provider).

  • Don’t throw anything away. If Forward Air inspects the product, they will use this to determine if the damage to the product is consistent with damage to containers.

  • Note: For concealed damage, most carrier have a 5-day deadline from the delivery date to file any damage claims. If you find damages after the delivery of your product, follow the same protocol above within those 5 days.

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Who do I contact about freight claims?

I Shipped Using
Freight Center

I Purchased Freight Insurance

What to Do

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I Shipped Using
Freight Center

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I Purchased Freight Insurance

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What to Do

I Shipped Using
Freight Center

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I Purchased Freight Insurance

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Freight Center

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I Purchased Freight Insurance

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Freight Center

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I Purchased Freight Insurance

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What to Do

Filing a freight claim with Forward Air

  • Double check that Forward Air handled the damaged freight. You can find the carrier on your BOL paperwork.

  • Click the claim form link for the carrier that handled the damaged freight.

  • Complete the Forward Air claim form and submit the form to the Forward Air claims department per the carrier’s instructions.

  • Provide all necessary documentation, such as the BOL, POD, damage photos, and invoices.

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Important

To make a valid liability claim, Forward Air must be at fault for the damaged or lost freight.

If damages occur from inadequate packaging, loading errors, or weather-related instances, Forward Air is not responsible or at fault for the damage.

Forward Air Claims Department Contacts

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What Happens Next?

The following is general carrier policies. Forward Air may have policies that differ somewhat.

  • After a claim is submitted with the proper documentation, the carrier has 30 business days to acknowledge the claim.

  • The carrier will assign a claim number to the file.

  • Often claims take a while to investigate. Legally, the carrier has 120 days to respond with approval or denial of claim.

  • After the 120 business days, the carrier will continue to keep you informed at 60 business-day intervals until your claim is settled.

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