XPO Logistics Claims

XPO Logistics Claims

XPO strives to offer the best-in-class LTL freight service in the industry, delivering your freight damage-free and on time. If you need to file a claim, we would like to apologize on behalf of XPO for the loss or damage of a shipment. Rest assured; their dedicated claims team is standing by to process your claim.

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

XPO Logistics

XPO Damage Claim

If you need to file a claim, we would like to apologize for XPO for the loss or damage of a shipment. Don’t worry- their dedicated claims team is waiting to process your claim. XPO strives to offer the best-in-class LTL freight service in the industry, delivering your freight damage-free and on time.

Need to file a claim with XPO Logistics?
We’ve pulled together a few tips for filing a claim with XPO.

XPO Claim Filing Tips

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

  • Ensure you write the PRO number on each supporting document for reference

  • Once your claim has been filed, please verify that you received an acknowledgment of your claim.

  • Once your claim is processed, XPO offers online status updates.

  • Please contact FreightCenter or XPO Logistics if you have any questions regarding your claim.

How to file a freight claim with XPO Logistics

Filing an XPO claim for the On-Time Guarantee refund

Suppose delivery is not completed within the published transit time. In that case, the debtor will (subject to terms and conditions) receive a zero invoice for all net linehaul charges, including fuel surcharges. This program covers all points served directly by our LTL operations in the continental U.S. and Canada.

  • To file a claim, log in to our website and complete the Service Guaranteed Refund form. If you are not registered for the website, please register today. 
  • A Claim must be filed within 7 calendar days after the actual date of delivery.

Please look at Item 24 Standard Delivery Service Guarantee of the CNWY-199 in the Tariff Library for the terms and conditions of our Standard Delivery Service Guarantee.

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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 XPO Logistics immediately to report damages (not your third-party logistics service provider).

  • Don’t throw anything away. If XPO Logistics 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.

XPO Logistics Claims

Who Do I Contact About Freight Claims?

I Shipped Using
Freight Center

I Purchased Freight Insurance

What to Do

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yes
  • Contact FreightCenter at 800.716.7608
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no
  • Contact XPO Logistics immediately to report damages
  • Contact FreightCenter at 800.716.7608
no
yes
  • Contact XPO Logistics immediately to report damages
  • Contact FreightCenter at 800.716.7608
no
no
  • Contact XPO Logistics immediately to report damages

I Shipped Using
Freight Center

yes

I Purchased Freight Insurance

yes

What to Do

  • Contact FreightCenter at 800.716.7608

I Shipped Using
Freight Center

yes

I Purchased Freight Insurance

no

What to Do

  • Contact XPO Logistics immediately to report damages
  • Contact FreightCenter at 800.716.7608

I Shipped Using
Freight Center

no

I Purchased Freight Insurance

yes

What to Do

  • Contact XPO Logistics immediately to report damages
  • Contact FreightCenter at 800.716.7608

I Shipped Using
Freight Center

no

I Purchased Freight Insurance

no

What to Do

  • Contact XPO Logistics immediately to report damages

Filing a freight claim with XPO Logistics

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

  • Click the claim form link for XPO Logistics if they are the carrier that handled the damaged freight.

  • Complete the XPO 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

freight truck winter night
Important

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

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

XPO Logistics Department Contacts

red freight truck mountains

After XPO Claim Is Filed. What Happens Next?

The following is general carrier policies. XPO Logistics may have policies that differ somewhat.

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

  • XPO Logistics will assign a claim number to the file

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

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

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