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Everyone involved in the shipping process works toward the same goal: to get goods safely and securely from one place to another. Sometimes, there can be complications and your shipment is lost or damaged. This is when you file a claim.
A claim is a legal demand by a shipper, consignee, or product owner to a carrier for financial reimbursement.
Ready to start a claim? Click below to start your claim.
Responsibility to mitigate loss (This applies especially to LTL freight claims and insurance claims):
Legally, as the owner of the goods, you must do what you can to keep the loss to a minimum. The loss amount can be reduced and mitigated by choosing to keep the damaged freight for a discounted price or having the goods repaired (if this would be cheaper than replacing the goods altogether). Reducing the loss generally expedites the settlement of your claim with the carrier and insurance company.
Courier | Lost Claims | Damage Claims |
UPS | Claim must be submitted within 6 months of the pick up date. | Claim must be submitted within 60 days of delivery date. |
Canpar | Claim must be submitted within 180 days of the pick up date. | Damage must be reported within 30 days of delivery date. Claim must be submitted within 60 days of delivery date. |
Purolator | Claim must be submitted within 90 days of the pick up date. | Claim must be submitted within 60 days of delivery date. |
FedEx | Claim must be submitted within 9 months of the pick up date. | Claim must be submitted within 21 days of delivery date. |
Stallion Express | Claim must be submitted within 21 days from last scan or tracking update. | Claim must be submitted within 21 days from last scan or tracking update. |
A&B Courier | Claim must be submitted within 15 days of delivery date. | Claim must be submitted within 15 days of delivery date. |
GLS Courier (Canada) | Claim must be submitted within 9 months of the pick up date. | Claim must be submitted within 60 days of delivery date. |
GLS Courier (US) | Claim must be submitted within 90 days of the pick up date. | Claim must be submitted within 90 days of pick up date. |
ICS Courier | Claim must be submitted within 9 months of the pick up date. | Claim must be submitted within 60 days of delivery date. |
It is best practice to notify your receivers to inspect the freight before signing the Proof of Delivery (POD) and to note any damage or loss on this document. Be sure to note this both on your copy and the driver’s copy of the paperwork.
Carriers require the receiver to retain the original packaging and goods until an inspection can be completed by the carrier or it’s agent. If it is not kept, the claim is automatically denied (exceptions are sometimes made if pictures are sufficient but this is at the carrier’s discretion).
Be sure to provide the receiver’s phone number. If the carrier is unable to get a hold of them, this will delay the inspection process as the carrier may need to make arrangements to pick up the package. If the carrier is not able to get in contact with the receiver after multiple attempts, the claim will automatically be closed on their end.
Terms and Conditions
Terms and Conditions
Terms and Conditions
Shipments that are transported by air are subject to the lower of declared value or approximately $30/kg.
Shipments that are transported by road are subject to the lower of declared value or approximately $11/kg
Terms and Conditions
Shipments are covered up to a maximum of $100 with the following exceptions:
If the item shipped falls under UPS’ prohibited articles, dangerous goods or shipper’s risk which includes but is not limited to liquids, ceramics, glass, televisions and perishables
Terms and Conditions
Responsibility to mitigate loss (This applies especially to LTL freight claims and insurance claims):
Legally, as the owner of the goods, you must do what you can to keep the loss to a minimum. The loss amount can be reduced and mitigated by choosing to keep the damaged freight for a discounted price or having the goods repaired (if this would be cheaper than replacing the goods altogether). Reducing the loss generally expedites the settlement of your claim with the carrier and insurance company.
LTL Carrier | Deadline to File Claim |
A&B Courier |
|
Apex Motor Express |
|
CCT |
|
Day & Ross |
|
Dayton Freight |
|
Excel Transportation |
|
Fastfrate |
|
FedEx Freight |
|
Gardewine North |
|
GLS Freight |
|
Hi-way 9 |
|
Kindersley |
|
Manitoulin Transport |
|
Maritime Ontario |
|
Midland Transport |
|
Minimax |
|
Morneau |
|
Overland West |
|
Polaris Transport |
|
Purolator Freight |
|
TForce Freight |
|
Transkid |
|
TST-CF Express |
|
Western Canada Express |
|
XPO |
|
Damage or shortages must be noted on the Proof of Delivery (POD) at the time of delivery. Claims will be denied by the carrier if the POD was signed clear.
For any concealed damage or shortage, a claim must be submitted on Freightcom within 24 hours of delivery to ensure it is reported to the carrier. Anything reported beyond this time frame is generally denied by the carrier.
Claims for concealed damage that are reported within 24 hours may be subject a payout that is 1/3 of the original claim amount - the ultimate decision is dependent on the carrier.
Every carrier has different specifications for how much they cover per weight, class, commodity, etc. LTL carrier liability terms range from 10 cents per pound for used goods up to a maximum payout of $2 per pound for new goods. Additional insurance should be purchased for high value shipments.
Freight must be kept for inspection or pick up by the carrier until the claim is resolved. For larger items that cannot be kept at the location during the claim processing period, please contact claims@freightcom.com to confirm with the carrier if the goods can be moved to ensure this does not negatively impact your claim. Carriers have the right to inspect and take ownership of the damaged goods for salvage.
Shortages: It can be difficult to determine if there are boxes or pieces missing from your pallet. At delivery, you or your receiver must: