Freight & Damage Claims

Unfortunately things don’t always go as expected and shipments occasionally get damaged. If you’ve purchased freight insurance, simply give us a call at 800.716.7608.  If you did not purchase insurance, you can still file a freight claim. We’ve pulled together a few tips along with general information for filing a claim with the carrier.

Four Types of Freight Claims

• Damage: The most common form of freight claims, the damage claim occurs when you receive freight with damage that is visible upon delivery.
• Concealed: A concealed claim can be filed when loss or damage is discovered after the delivery driver leaves.
• Loss: The loss claim occurs when freight is picked up but lost in transit.
• Shortage: A shortage claim is when you only receive part of the cargo you were expecting.

What to do When Damage Found at/after the Time of Delivery

• 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 Point 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 the carrier inspects the product, they will use this to determine if the damage to the product is consistent with damage to containers.

Internal or Concealed Damage:

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

Things to Keep in Mind Before Filing a Claim with the Carrier

To make a valid liability claim, the carrier must be at fault for the damaged or lost freight. If damages occur from inadequate packaging, loading errors, or weather-related instances, the carrier is not responsible or at fault for the damage. 

In addition, if damage is not noted on the delivery receipt, you must notify your carrier within 5 days from the date of delivery or the claim will be void. 

How to File a Freight Claim

• Find the carrier that 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. (List of Carriers below). 
• 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 Bill of Lading (BOL), Proof of Delivery (POD).

What Happens Next?

• 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.

List of Carriers