What happens if my freight is damaged or lost?

We take freight claims seriously and work hard to prevent issues, but if damage, loss, or shortage occurs during transit, we handle the process professionally and efficiently on your behalf.

Here's what typically happens and how we help resolve it under Standard Carrier Liability (as outlined in our insurance FAQ).

Immediate steps if you discover an issue:

1. At delivery — Inspect the freight thoroughly before signing the Proof of Delivery (POD) with LTL or with FTL, the Bill of Lading (BOL). If anything looks damaged, missing, or tampered with:

   • Note specific exceptions on the delivery receipt (e.g., "5 pallets received, 1 crushed corner," "short 2 boxes," "wet from rain").

   • Take clear photos of the damage, packaging, labels, seals, and overall condition.

   • Do not refuse the entire shipment unless it's completely unusable—accept with exceptions to preserve your claim rights.

   • Notify the driver and get their acknowledgment if possible.

2. Report it quickly — Contact us immediately (same day if possible) via phone, email, or portal. Provide:

   • Booking/reference number.

   • Photos and detailed description of the issue.

   • Copy of the signed BOL with exceptions noted.

   • Invoice or value documentation for the affected items.

   • Any other relevant info (e.g., packing list).

The claims process (what we do):

• We file the claim — As your broker, we submit the formal claim to the carrier on your behalf. We'll provide you with a very short form to fill out in regard to the damages and the value. From there we'll have it submitted to the carrier typically the same day.

• Carrier investigation — They review photos, BOL notes, inspection reports (if requested), and any driver statements. Most claims are processed in 30–120 days.

• Liability determination — Under the Carmack Amendment, carriers are liable for loss/damage unless they prove one of the five exceptions (act of God, shipper fault, inherent vice, public authority, or act of war). Poor packaging can reduce or deny claims if it's deemed shipper negligence too.

• Settlement — If approved:

  • Payout is typically based on actual loss (repair cost or depreciated value), up to the carrier's liability limit (e.g., $0.50–$25.00/lb or declared value). The LTL carrier liability ranges carrier to carrier.

  • We coordinate payment directly to you.

• If denied or partial — We advocate for you, provide appeal options, and suggest next steps if necessary.

Common outcomes and timelines:

• Minor damage/shortage — Often settled quickly (30–60 days) with partial payment.

• Total loss — Full liability up to limits (higher if value declared).

• Concealed damage (discovered after delivery) — Report within 3-5 days (or sooner per carrier); harder to prove but still possible with strong documentation.

• No coverage scenarios — If damage is due to improper packaging, shipper error, or excluded perils, claim may be denied—we'll explain why and explore alternatives.

How we support you:

• Preventive advice upfront (packaging, density, securement) to minimize risks.

• Higher-value declaration options at booking to increase liability.

• Help arranging separate cargo insurance for full replacement coverage with our ALL RISK INSURANCE we offer. See our FAQs on ALL RISK INSURANCE for details.

• Ongoing updates during the claim (we chase carriers so you don't have to).

• For frequent shippers, we track patterns and push for carrier improvements.

Bottom line: Document everything at pickup/delivery, report fast, and let us handle the heavy lifting—we're on your side to get fair resolution.

If you've got a claim brewing or want tips to strengthen future protection (e.g., declaring value on a high-dollar load), just share the details—we'll guide you through it step by step.