Freight Claims. Simplified.
Onboard. Submit. Recover.
Our Service Commitment
What to Expect
The following outlines FreightClaims.com’s core service commitments including what we handle on your behalf, the standards you can expect, and how we ensure each claim is managed accurately, efficiently, and in compliance with carrier requirements.
Our Commitment | What You Can Expect |
Filing Speed | We will file your claim within five (5) business days of receiving a fully documented claim from you. |
Claims Management | We are responsible for determining carrier acceptance time frames, ensuring timely filing, filing complete claims with all required documentation, and otherwise complying with carrier submission requirements. |
Visibility | You will have access to the freightclaims..com platform to view claims in progress, communication, and updates. |
Critical Claims Checklists
This section provides the practical tools you’ll use to protect your company’s recovery rights and keep every claim on track. The following checklists outline what must happen at each stage of your freight-receiving and claim-submission process. They’re designed to ensure consistency, accuracy, and compliance—so every claim you file has the best chance of approval.
Checklist A:
Essential Internal Setup Requirements
Before any claims can be filed on your behalf, we need to ensure your account and internal systems are fully configured. This checklist outlines the foundational items that establish how FreightClaims.com will manage claims for your organization. Completing this step early helps prevent delays and ensures your team and ours are aligned from day one.
You’ll start here, gathering the documents, contacts, and rules that allow us to build your account, define user access, and formalize how claims will be handled.
What We Need From You:
- List of authorized users, contact information, and their claims-related responsibilities.
- List of locations or subsidiaries included in the Agreement.
- Copy of current carrier agreements, outlining client/carrier claim liability.
- A series of mutually agreed-upon business rules and authority concerning negotiating settlements, authorizing salvage, and client rules regarding the return of damaged or refused products.
- List of Unique Identifying Numbers: When submitting a claim, you must assign a unique Identifying Number to each claim.
- Check out our Setup and User Guide to learn how to configure your FreightClaims.com account and get the most out of the platform.
Checklist B:
Receiving Freight
Proper freight inspection at delivery is the most critical step in protecting your right to file a claim. This section provides step-by-step instructions on how to accurately document damage, discrepancies, or shortages when receiving shipments and avoid claim denials.
Procedures for Damaged or Suspect Freight (Critical)
The consignee is required to inspect the freight at the time of delivery and before the driver leaves. DO NOT sign any paperwork until you have completed this process.
Step 1: STOP & INSPECT (Before the Driver Leaves)
- Ensure the number of pieces, boxes, or pallets received matches the number on the Delivery Receipt / Proof of Delivery (POD).
- If the delivery receipt states the number of actual pieces, you have the right to visually confirm the pieces (without breaking down the pallet).
Look carefully for signs of trouble, including:
- crushed corners, holes, punctures, leakage
- re-taped cartons
- shrink wrap that is torn, loose, or appears to have been re-wrapped.
Note any signs of mishandling (shock or tilt watch indicators).
- If you find visible damage or a disputed count, perform a joint count or inspection with the driver present. It is critical that the driver is present during this portion of the process.
- Visibly damaged cartons should be opened, and specific notations of product damage or shortage must be noted on all copies of the delivery receipt.
Step 2: MAKE SPECIFIC NOTES on the Delivery Receipt (POD)
The POD is the single most critical piece of evidence. Vague notes are not acceptable.
Write specific, factual notations of damage or shortage. If the exact extent of loss cannot be determined, make a general notation such as ‘damaged’ or ‘short’.
◦ Good Example: “Received 8 of 9 pallets, 1 pallet short.”
◦ Good Example: “3 cartons, top tier, crushed on right side.”
NEVER write “Subject to Inspection” or “Possible Damage.” These phrases have no legal value, are not considered a notation of discrepancy, and can cause your claim to be denied.
Request the driver sign or initial your copy of the delivery receipt next to your written notations. This is evidence of their agreement with the exceptions noted.
Step 3: PHOTOGRAPH EVERYTHING
Visual evidence proves what you saw.
Take a clear photo of the fully signed Delivery Receipt showing your specific notations.
If possible, take photos of the damaged items while they are still on the truck.
Capture the entire pallet or shipment to show the context of the damage.
Take detailed photos of every specific dent, hole, tear, and stain.
Step 4: SEGREGATE THE DAMAGED GOODS
Keep all damaged freight and its original packaging quarantined until the claim process is complete or until the carrier performs an inspection. The damaged material must be retained until a settlement is reached.
- DO NOT sign the delivery receipt using phrases like “SUBJECT TO INSPECTION OR COUNT” or “Possible Damage.” These phrases have no legal value, are not considered a notation of discrepancy, and can cause the claim to be denied.
- DO NOT allow the driver to hurry or pressure you to sign their delivery receipt without reading it.
- DO NOT make notations on the delivery record of opinions on the cause of damage.
- DO NOT refuse a partial shipment of damaged freight; the law requires you to accept any shipment that is not entirely worthless due to the extent of damage
Checklist C:
Required Documentation for Claim Submission
Before submitting a claim, it’s important to ensure all required documentation is complete and submitted through the FreightClaims.com platform. This ensures accuracy, security, and full visibility throughout the claim process. The following checklists outline the core documents required for every claim and the supporting evidence needed based on claim type.
All communication related to your claims, including document uploads, messages, emails, and status updates, must occur within the FreightClaims.com system. You’ll need to submit your claims directly through the platform or through the Online Claim Form.
Core Documents (Always Required)
Document Type | Why It's Needed |
Formal Claim Form or Letter of Claim | States your specific monetary amount sought. |
Original Bill of Lading (BOL) (Both Shipper & Carrier Perfered) | Proves the carrier took possession of the freight and what was shipped. |
Signed Proof of Delivery (POD) or Delivery Receipt (DR) (Both Shipper & Consignee Copies Perfered) | Your primary proof that the loss occurred while in the carrier’s possession. Must note shortage or damage where applicable. |
Commercial Invoice (Vendor/Supplier Invoice) (Destination Value) | Proves the value of the products lost or damaged. The claim amount cannot exceed this value without substantiating additional cost. |
Supporting Evidence (Essential for Proving the Claim)
- Required documentation:
- Signed delivery receipt / bill of lading noting the damage (note hand-held devices notations “concealed damage”),
- Bill of lading, signed by the motor carrier,
- Customer invoice for the value of the entire shipment, and
- Invoice item/product number, description, weight, and value of each individual piece that is damaged.
NOTE: The damaged material must be retained until a settlement is reached.
- The following documentation is requested, if available:
- Repair / salvage value (if any) of the damaged material,
- Invoice for repair of the damaged material (no estimates will be accepted by the carrier),
- If no repair / salvage value, a declaration as to why the material is unusable, and
- Any pictures of the damaged material inside the packaging (contents) of every damaged package, not simply the damaged packaging, pictures of the shrink wrapped pallet at unloading, pictures issues with the trailer at delivery, etc.
- Independent/third-party inspection report if available
- Required documentation:
- Signed delivery receipt noting the shortage,
- Bill of lading, signed by the motor carrier,
- Customer invoice for the value of the entire shipment,
- Invoice item/product number, description, and value of each individual piece that is missing, and
- Weight of each individual piece that is missing.
- Police report if available.
- Required documentation:
- Signed delivery receipt noting the temperature exception or product damage
- Bill of lading, signed by the motor carrier, showing the required temperature set point/instructions
- Reefer unit temperature recorder printout (data logger/download) covering the entire transit,
- Customer invoice for the value of the entire shipment
- Invoice item/product number, description, and value of each individual piece that is damaged
- Weight of each individual piece that is damaged
- Photos of the damaged product, packaging upon delivery and pulp pictures
- Independent/third-party inspection report if available (USDA Inspection Preferred)
- Salvage or Disposal Invoice
- Required documentation:
- Rail Bill of Lading / Uniform Straight Bill of Lading, contract of carriage for rail movement,
- Waybill, rail-specific shipping document confirming routing, car number, and weight,
- Car inspection report / field inspection report, documents condition of railcar and product upon arrival, often generated by carrier or a third-party inspector,
- Weight certificates (origin and destination), verifies shortage claims by comparing shipped vs. received weight,
- Photos of railcar seals, car interior, and damaged product, seal numbers should match BOL/waybill to establish chain of custody,
- Notice of Claim / rail carrier claim form, filed per the specific railroad's claims department requirements and within the applicable filing deadline,
- Commercial invoice and packing list, establishes value and quantity shipped, and
- Switching/interchange records (if multiple carriers involved), identifies which carrier had custody when damage occurred, for interline claims.
- Required documentation:
- Ocean Bill of Lading (original or telex release copy), contract of carriage; note whether "clean" or "claused" (exceptions noted) at loading,
- Commercial invoice, establishes declared value of cargo,
- Packing list, confirms container/cargo contents and count,
- Container inspection / survey report, independent surveyor's report noting container condition, seal integrity, and cargo damage,
- Letter of Protest / Notice of Loss and Damage, written notice to carrier, typically required within 3 days of delivery for non-apparent damage under COGSA (apparent damage should be noted at delivery),
- Certificate of Survey / Cargo Survey Report, third-party surveyor documentation of damage extent and cause,
- Seal numbers / container release documents, confirms whether container seals were intact at delivery,
- Photos of container exterior, seals, and cargo, visual evidence of damage and condition on arrival,
- Weight/tally sheets, supports shortage claims,
- Marine insurance certificate (if applicable), may apply if cargo insurance was purchased separately from carrier liability, and
- Formal claim letter to carrier/NVOCC, filed within the carrier's tariff or bill-of-lading deadline (commonly within 9 months of delivery under COGSA, but confirm specific terms; suit deadlines under COGSA are generally 1 year from delivery).
- Required documentation:
- Air Waybill (AWB), master and/or house, contract of carriage; shows origin/destination, piece count, weight, and any notations of condition at tender,
- Commercial invoice, establishes declared value of goods,
- Packing list, confirms piece count and contents,
- Damage/Irregularity Report (from airline or ground handler), documents condition of shipment upon arrival at destination airport,
- Delivery receipt, signed at final delivery, noting any exceptions,
- Written notice of claim, under Montreal Convention: written complaint required within 14 days of receipt for damage, 21 days for delay; confirm carrier specific tariff deadlines for domestic air freight,
- Photos of packaging and damaged goods, evidence of damage condition,
- Weight and dimension records, supports shortage or weight discrepancy claims, and
- Formal claim submission to carrier, filed within the carrier's specified claims filing deadline (commonly within 2 years for suit under Montreal Convention; shorter administrative filing windows may apply per carrier).
Special Procedures
Reefer Load with Compromised Seal
This procedure is mandatory if a temperature-controlled load arrives with a seal that is broken, missing, or does not match the number on the Bill of Lading (BOL).
- Do Not Unload or Sign Anything: Halt all receiving activity. The trailer doors must remain closed.
- Document the Seal Discrepancy on the POD: Make a clear, factual notation on the paper Delivery Receipt (POD). Have the driver initial next to your notation.
- Photograph Exterior Evidence: Take clear photos of the broken, mismatched, or missing seal, the trailer's locking mechanism, and the trailer number and license plate.
- Check and Record the Reefer Unit Temperature: Record the required temperature (from the BOL), the Reefer Set Point Temperature, and the Reefer Actual Temperature Reading. Note any discrepancies on the POD.
- Once authorized (Supervisor Approval Only), open the trailer doors. Note any unusual smells, visible signs of tampering, or shifted/fallen cargo.
- Check and Photograph Product Temperatures: Use a calibrated thermometer to take the internal (“pulp”) temperature of the product.
Concealed Damage: Damage Discovered After Driver Leaves
In the event of concealed damage, carriers have no legal obligation to issue a settlement. Immediate action is vital.
- Stop Unpacking: If loss or damage is found, stop unpacking immediately.
- Contact Carrier: Immediately call the O.S. & D. (Overage, Shortage & Damage) clerk at the delivery carrier’s local service center and request an inspection.
- Written Follow-up: Note who you spoke to, date, and time of call, and follow up the inspection request in writing (email or fax) as soon as possible, and at maximum within 5 business days from the date of delivery. Retain the confirmation for claim submission.
- Hold Material: All merchandise and packing materials must be held pending carrier inspection.
Claims Management: What Happens Next
Once your claim is submitted, your FreightClaims.com team takes over, managing every step of the process to ensure accuracy, compliance, and timely resolution. This section provides a clear view of what happens behind the scenes after you file, so you know exactly what to expect and when.
Claims Process Workflow
Phase | Description |
Submission & Assignment | You submit the claim via the FreightClaims.com system or Online Claim Form (if available). The claim must be assigned to your dedicated Claims Specialist (CS). |
Validation & Pending Claims | We review your claim for completeness. If documentation is incomplete, we will send a request via the FreightClaims.com platform email until all required documents are collected. |
Claim Filing | Once validated, we file the claim via the FreightClaims.com system. We ensure the claim is filed within five (5) business days of receiving your fully documented claim. |
Ongoing Management | Your Claim Specialist follows up on all filed claims every 15 days after the carrier acknowledges the claim. All communication, updates, status changes, and documents are immediately logged in your FreightClaims.com account so you maintain real-time visibility. |
Claim Resolution | If a claim remains open beyond 150 days and the carrier has refused resolution/settlement, we will contact you for direction and assistance. We can also provide recommendations for transportation attorney to support efforts to resolve a claim (additional fees apply). |
Settlement & Payment |
|
Claims Reporting and Invoicing
FreightClaims.com will provide monthly reports of Open, Filed, Paid, and Denied Claims if requested.
FreightClaims.com will invoice the client when the check is received or confirmation of payment is received. We will provide a success letter to include the Claim ID, Amount and Customer.
Payment is due fifteen (15) days after the invoice date.
The fees for the Full-Service program (Processing Fee per Claim and Percentage of Recovery) are subject to an annual increase.
Carrier Claims Process Timeline
Once we file a valid claim, here is the timeline dictated by carrier regulations:
Carrier Inspection
- To be completed within 5 business days of the request.
- If a Carrier fails to inspect, the co-signee’s inspection will be used as the official inspection. Will need photos supporting the co-signee’s inspection.
Concealed Damage
- Must be reported to the carrier immediately upon discovery, but in all cases within 5 business days from delivery.
- The shipment must be left in the same condition when damage is discovered.
- If 5 days have passed since delivery, it is incumbent upon the consignee to provide evidence to the carrier that damage occurred prior to delivery.
Filing Deadline
- The period for filing a claim ends 9 months from the ship date.
Carrier Acknowledgement
- The carrier is required to provide written acknowledgment of receipt of the claim within 30 days.
Carrier Disposition
- The carrier is required to provide a disposition (determination) of the claim within 120 days from receipt.
Prolonged Evaluation
- If at the 120-day point, the carrier can't make a final disposition, the carrier must notify the claimant in writing every 60 days as to why the claim remains open.
Legal Action Window
- Legal action against the carrier can be taken at the 2-year point.
Next Steps and Moving Forward
Below you’ll find key contacts, operational reminders, and communication guidelines, all designed to help you stay organized, connected, and confident in the process.
Action Item | Responsible Party | Detail |
Ongoing Communication | Client & Claim Specialist | All official communication regarding specific claims must occur through the FreightClaims.com platform or the comment section of the claim. |
Monthly Reporting | FreightClaims.com | We will provide monthly reports and send settlement checks to you by the 15th of each month. |
Termination Payment Clause | Client | If this Agreement is terminated, you must pay fees which are due, or fees that become due, relating to claims in process that are later resolved by FreightClaims.com. |
Thank you for choosing FreightClaims.com
