Freight Claims. Simplified.
Take Control of Your Freight Claims
How FreightClaims.com Works
What to Expect
With FreightClaims.com, you take the lead on managing your claims. You'll have:
- Full access to claim creation, tracking, and resolution tools
- Automated Workflows and Email Templates to save time
- Help center, Video Tutorials, and Live Chat Support via Intercom
To get oriented, we recommend starting with this short video that introduces your FreightClaims.com account and its core features.
Let's Get Started...
Your 1-2-3 Guide to Setup and Success
This guide is your complete roadmap for launching and managing your claims with FreightClaims.com. It’s designed to help you understand each step of the process.
Before filing your first claim, take a few minutes to get your account settings in place:
- Customize claim settings (document categories, statuses, email signature, etc.)
- Add users and assign roles and permissions
- Adjust your notification preferences
- Upload email and letter templates for consistent communication
We’ve included a few key videos below to guide you through the account setup process. Click below to learn how to edit claim settings, create templates, and manage notification preferences.
You can start from scratch or build a claim using your existing documentation. In this step, you’ll:
- Use the 3-step claim wizard to create a claim manually or save time and utilize AI entry
- Step 1: Upload all required and supporting documents
- Step 2: Assign the claim parties including customer, carriers, insurance, etc.
- Step 3: Add required shipment and commodity details
- Once you have completed steps 1 - 3 you will need to file the claim either by email or electronic filing (with certain providers).
- Optional: Claims submitted through the Online Claim Form or TMS integration must be accepted into the system before they can be edited and filed in the system.
The videos below show you how to enter/create a claim and how to file a claim so you can complete the process accurately each and every time.
Once claims are created, this is where you keep things moving. You’ll:
- Track Not Filed, Filed, and Closed claims using custom dashboards
- Communicate directly within the portal and leverage automated workflows for follow-ups, including assigning tasks, leaving comments, and tagging teammates
- Log inbound and outbound payments, concessions, or write-offs
- Close and archive completed claims
Watch the videos below to see how to manage claims day-to-day, including using email, navigating the claim dashboard, logging and closing transactions, and customizing dashboards.
Filing a Claim
Step-by-Step Claim Submission Guide
Every claim starts in the "Not Filed" queue. Complete the following before filing:
- Enter at least one unique identifier (Claim #, BOL, PRO, etc.) You can also add up to 3 custom identifiers
- Provide shipment details: origin, destination, pickup date
- Add at least one commodity with: claim type, condition, product name, quantity, and unit cost
- Attach supporting documents (e.g. BOL, POD, invoice, photos). Based on the document requirements set in the claims settings, you can configure which documents are required to show in the warning message.
- Add claim parties (customer, carrier, etc.) and at least one contact for each party.
Once you have completed the above steps, Click the "File Claim" button to generate your submission. You can attach documents, customize the PDF, choose automated workflows, and confirm the recipient.
Speed Up Claim Creation with AI Entry
Faster Claim Setup with Document Capture
When using the optional AI Entry, you can use OCR to pre-fill claim data from uploaded documents.
- Upload BOLs, product invoices, and delivery receipts (PDFs only). Note: an unrecognized document will be put under “other” where you can then move it to the appropriate bucket (i.e. Reefer logs, pics, packing lists, etc)
- The system extracts key identifiers, parties, and commodities
- Review and confirm the details before launching the 3-step wizard
- Useful for batch uploading for simplifying data entry
Note: AI Entry provides a head start. You still need to review everything before submission.
See How It Works
Learn how to add a claim using AI Entry
Watch this short video to learn how to edit and recategorize documents in AI Module.
Managing Claims
Edit, Track, and Close Claims with Confidence
In this section, you’ll learn how to actively manage and progress claims within the system through their full lifecycle until resolution. You'll be able to:
- View claims by status, including Not Filed, Filed, Closed, or Deleted
- Open any claim to review activity, add notes, update fields, and view a full activity history
- Send and track email communications directly from a claim, keeping all correspondence tied to the record
- Add and assign comments and tasks related to a claim, with the ability to tag teammates for follow-up
- Log payments, concessions, or write-offs
- Mark claims as Filed if they were submitted outside the system
- Close claims and document closure reasons using custom sub-statuses for more detailed reporting
You’ll also see how to customize your dashboard to highlight aging claims, unresolved issues, or overall claim totals.
Step-by-Step Videos
The videos below walk through key claim management actions, including marking claims as filed, logging transactions and outbound payments, and closing and documenting claims.
- Utilizing the Email Module
- Marking Claim as Filed
- Transactions/Outbound Payments
- Closing/Logging Transaction
- Managing Claims Effectively
Templates & Automation
Save Time with Pre-Built Workflows
Templates and automated workflows help you save time. In the videos below you’ll learn how to:
- Create and customize email templates with claim-specific data points
- Create PDF letter templates (with optional logo or letterhead)
- Build multi-step workflows for follow-ups, status updates, or reminders
Workflows can include emails and tasks and can be reused with specific parties.
See It In Action
Reporting & Insights
Real-Time Data to Drive Smarter Decisions
Better reporting leads to better decision-making. The platform’s reporting and dashboard tools give you visibility into performance, trends, and opportunities for improvement across your claims process.
Watch the videos below to learn how to:
- Run reports by customer, carrier, or date range
- Customize filters to track key KPIs such as aging claims, resolution timelines, and denial rates
- Export reports to CSV for offline analysis or sharing
- Schedule reports to be delivered automatically by email
- Use dashboards to segment and visualize data by user, customer, or claim status
For teams that need more advanced analytics, Power BI is available as an optional add-on. Power BI enables ad-hoc reporting, enhanced data exploration, automated report scheduling, and deeper insight across larger datasets, making it ideal for leadership reporting and ongoing performance analysis.
Navigating the Reporting Module
Creating and Editing Custom Dashboards
System Navigation FAQ's
Quick Answers to Common Questions
When a claim is entered into the platform a claims specific email address is generated allowing communications to link directly to the claim.
Open the claim from your dashboard, click the three-dot menu in the upper right, and select “Mark as Filed.” This updates the claim status and allows you to log submission details.
Use the dashboard filters at the top of your Claim Dashboard. Select "Closed" under Status to view all resolved claims.
Go to your Account Settings > Users. There you can invite new users via email, assign roles, or remove access for existing users.
Yes. Within any claim, go to the Documents tab, click the pencil/edit icon next to a document, and update the category or rename the file.
Notification preferences are customizable under your user profile settings. You can choose to receive updates for new tasks, filed claims, reminders, or status changes.
Reports can be created, downloaded, or emailed directly from the Reports module. For advanced reporting capabilities using Power BI, please contact your Account Executive.
Operationalizing the System
Making FreightClaims.com Part of Your Workflow
The platform delivers the most value when it’s used consistently and intentionally across your team. Establishing a few core operating habits early will help ensure accurate data, clear accountability, and better outcomes over time.
Best Practices
Configure user access based on each person’s responsibilities and view/edit needs by module. This helps protect data integrity while ensuring team members have the access they need to do their work efficiently.
Document when claims should be filed, expected timelines, who is responsible, and how information should be entered. Clear internal standards reduce errors, improve consistency, and make onboarding new team members easier.
Set aside time to review dashboards as a team or individually. Weekly reviews help identify aging claims, stalled activity, and follow-ups that require attention before issues escalate.
Templates and automations ensure consistent messaging, reduce manual work, and help your team move faster while maintaining quality across emails, comments, and claim updates.
Leverage reports during monthly reviews or leadership updates. Add a PowerBI upgrade for better functionality for adhoc reporting and report scheduling
Assign tasks directly within claims to clearly define ownership and ensure nothing falls through the cracks. Tasks help turn insights into action and keep work moving forward.
Video Training Library
A complete library of every onboarding video, organized by topic:
- System Overview
- Enter/Create Claim
- Edit Claim Settings
- Create Templates
- Companies Module
- Email Module
- Claim Dashboard
- Edit Notification Settings
- Filing a Claim
- Closing/Logging Transaction
- Marking Claim as Filed
- Adding Suppliers
- OCR/AI - Adding a Claim Using AI Entry
- Editing or Recategorizing Documents in AI Module
- Transactions/Outbound Payments (3PL)
- Transactions/Outbound Payments (Shipper)
- Utilizing Automated Workflows
- Creating Automation Templates
- Navigating the Reporting Module
- Insights
- Creating and Editing Custom Dashboards
Need Help?
Support When You Need It
We're here to help you get the most out of your FreightClaims.com account.
- Live Chat via Intercom (found in the lower left hand corner in your account profile)
- Help Center (located inside of intercom, open intercom select the help icon with the ? in the bubble)
Thank you for choosing FreightClaims.com
