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Freight & Damage Claims

Occasionally, your cargo may get lost or arrive with visible or hidden damage. When this occurs, follow the step below to increase your chances of financial reimbursement.

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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 800.716.7608If 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

Carrier Damage/Claim Form Email Phone Fax
A Duie PyleDownloadclaimsdept@aduiepyle.com610-696-5800610-696-2693
AAA CooperDownloadcargoclaims@aaacooper.com334-793-2284855-263-6298
ABF FreightDownloadcargoclaims@abf.com479-785-8741479-785-8701
ArcBest Moving Contact FreightCenterclaims@freightcenter.com
Averitt Express (Registration required to access claim form)Downloadcargoclaims@averittexpress.com800-283-7488931-520-2799
Bolt ExpressContact FreightCenterclaims@freightcenter.com
Central Freight Lines:Downloadclaims@centralfreight.com254-741-5227254-741-5295
Central TransportDownloadcs.claims@centraltransport.com 586-467-1900586-467-1756
Clear Lane Freight SystemDownloadclaims@clearlanefreight.com317-759-8346317-759-8347
Day and RossDownloadclaims@dayandrossinc.ca506-375-4401506-375-5407
Daylight TransportDownloadclaims@dylt.com800-468-9999888-845-9251
Dependable Highway Express – DHEDownloaddependableclaims@godependable.com800-548-8608 opt 6
Estes Forwarding WorldwideContact FreightCenterclaims@freightcenter.com
Ex-FreightContact FreightCenterclaims@freightcenter.com
Expedite Direct (Expedited Service) IntraCanada & Transborder ServiceContact FreightCenterclaims@freightcenter.com
Express ExpeditedEmail Carriercontact@expressfamily.com814-454-4373814-787-2912
FedExDownloadfile.claim@fedex.com800-463-3339877-229-4766
Forward AirDownloadfreightclaims@forwardair.com614-497-5000614-497-5032
Frontline FreightDownloadclaims@frontlinefreightinc.com800-234-5422562-236-1455
Frozen Food Express- FFEDownloadcargoclaims@ffex.net214-640-5052972-692-4210
GojitDownloadassistance@dicom.com888-463-4266844-514-6789
H2O LogisticsDownloadclaims@freightcenter.com310-324-8955310-324-8966
Haul BikesContact FreightCenterclaims@freightcenter.com
HNRY LogisticsDownloadsupport@hnrylogistics.com833-810-4679
HollandDownloadclaims@hollandregional.com616-395-5000913-982-0280
Honolulu Freight ServicesContact FreightCenterclaims@freightcenter.com
International Logistics SolutionsContact FreightCenterclaims@freightcenter.com
Journey FreightDownloadwaiting on journey to let me know888-633-1252514-447-2302
Keyboard Motorcycle CarrierContact FreightCenterclaims@freightcenter.com
Kindersley TransportContact FreightCenterclaims@freightcenter.com
Land Air Express of New EnglandDownloadclaims@mylandair.com
Last Mile HomeContact FreightCenterclaims@freightcenter.com
Lynden TransportDownloadfreightclaims@lynden.com866-596-3368206-575-9617
Midwest Motor Express Downloadclaims@mmeinc.com701-223-1880701-224-1894
New PennDownloadclaims@newpenn.com800-285-5000717-273-8183
Old DominionDownloadclaims@odfl.com800-825-6636336-822-5494
Panther- Panther is an ArcBest companyDownloadcargoclaims@abf.com479-785-8741479-785-8701
Parcel ShipmentsContact FreightCenterclaims@freightcenter.com
Pilot FreightContact FreightCenterclaims@freightcenter.com
Pitt Ohio (Registration required to submit online claim)Downloadeclaims@pittohio.com800-366-7488412-232-0321
Plycon Transportation GroupContact FreightCenterclaims@freightcenter.com
R+L CarriersDownloadcargoclaims@rlc.com800-543-5589937-283-3721
ReddawayDownloadclaims@reddaway.com503-885-5500503-885-5559
Roadrunner TransportationDownloadclaims@rrts.com414-615-1500414-615-1529
SaiaContact FreightCenterclaims@freightcenter.com
Smith-Cargo TransportationDownloadltl@smith-cargo.com813-400-2150813-902-7264
Southeastern Freight Lines(Registration required to submit online claim)Downloadcargoclaims@sefl.com803-794-7300803-739-1540
Southwestern Motor TransportDownloadclaims@smtl.com800-531-1071210-515-5592
STI- Specialized Transportation, IncContact FreightCenterclaims@freightcenter.com
Try HoursContact FreightCenterclaims@freightcenter.com
TST Overland ExpressDownloadcargoclaims@tst-cfexpress.comON, QC, Maritime, and USA – 888-878-9229 / BC, AB SK, and MB 888-868-7923Western Canada 403-287-4324 / Eastern Canada 514-336-3282
UkayContact FreightCenterclaims@freightcenter.com
UPS FreightDownloadcargoclaims@upsfreight.com888-653-9720866-580-1944
Ward TruckingDownloadclaims@wardtrucking.com814-944-0803814-944-2369
XPO LogisticsContact FreightCenterclaims@freightcenter.com
Xpress GlobalSystemDownloadxgsclaimsgroup@xgsi.com844-947-7447423-602-2258
YRC (LTL claims online, registration required)Downloadcargoclaims@yrcfreight.com800-610-6500866-840-5691
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