FFE Claims

How to file a freight claim with FFE

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 Frozen Food Express (FFE).

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 the freight carrier immediately to report damages (not your third-party logistics service provider).
• Don’t throw anything away. If Frozen Food Express (FFE) 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.

Who do I contact about freight claims?

Filing a freight claim with Frozen Food Express (FFE)

• Double check that Frozen Food Express (FFE) 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 claim form and submit the form to the carrier’s claims department per the carrier’s instructions.
• Provide all necessary documentation such as the BOL, POD.

What Happens Next?

The following is general carrier policies. Frozen Food Express (FFE) 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.
• 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.