CARGO LOSS AND DAMAGE CLAIMS FAQ

This document provides general information on how to file cargo loss or damage claims (“cargo claim”). Although we always strive to avoid claims, when a claim happens, we have a streamlined process designed to assist with prompt resolution.

What is a cargo loss and damage claim?

A cargo claim is a formal demand for payment by a customer (shipper or receiver) for loss or damage to a shipment (or part of a shipment). Almost all cargo claims that Cargomatic and its subsidiaries handle are on behalf of its customers. Occasionally we also receive claims (for property or physical damage) by third parties for damage caused by a contracted motor carrier or at one of our operated facilities.

What should I do if I become aware of a possible claim?

Early action is important! If you are aware of any potential loss/damage to cargo or property (or a physical injury), please immediately contact our claims team at claims@cargomatic.com. Also, be sure to document as many details of the incident as possible. 

• If any person is injured or appears to be injured, call 911 for emergency assistance immediately and document all observed details.
• Take photographs of every angle of the shipment, transporting equipment and any object or person involved in the incident. The rule of thumb is to take at least 20 photos.
• Write down the names, phone numbers and email addresses of every person who saw or was involved in the incident.
• Take every action you can to salvage the goods, and be sure to contact the claims team for any instructions on disposal, salvage or further delivery of the goods. If delivery has been made or attempted, accept any goods that are not damaged and clearly document the goods you believe are damaged.

What is the timeline to report a cargo claim?

All claims should be submitted as soon as they are known. As a general rule within the transportation industry, claims must be submitted in writing no more than 9 months from the date of delivery or incident (if there was no delivery). To meet this deadline, you should submit any claims as soon as possible. This is important to ensure we have enough time to address the claim with insurance and any responsible parties within all deadlines.

How do I report a cargo claim?

Cargomatic has an experienced team that is ready to facilitate your cargo claim. To file your claim online, please visit Cargomatic’s online claim presentation form. If you are providing your claim via email, documentation should be sent to claims@cargomatic.com. You can use your own claim form, or Cargomatic can provide you one upon request. Claim forms should include enough information to identify the shipment, the kind of loss sustained and the amount of the claim with an itemized list of the items being claimed. The identity of the claimant should be noted along with an address where any claim payment should be sent. If we receive incomplete information, we will reach out for more details, but this could cause delays to the resolution of the claim.

What additional documentation should be included with the completed claim form?

1. Shipment Bill of Lading (BOL), shipping tender or work order and equipment interchange receipt (if there is loss or damage to any leased equipment)
2. Warehouse/Delivery Receipt (if loss or damage occurred at a warehouse or distribution facility)
3. Commercial invoice or other documentation verifying the claimed amount, such as an inventory price screenshot
4. Photos and/or videos of cargo loss and/or damage
5. Receiving reports or inspection reports noting the extent of damages
6. Proof of delivery (Receiver’s copy may be different from the copy the carrier furnishes.)

Additional information to include, if available:

1. If the damaged cargo was disposed, provide documentation of the cargo and details of its location for inspection (IMPORTANT: Please avoid disposing of anything without our instructions.)
2. Repair invoice or reworking costs (if labor was used to minimize the loss)
3. Salvage allowance (may be requested in lieu of the retained goods)
4. Certificate of destruction (if instructed to destroy)
5. Tow facility details (contact name and number, receipts, location)

What should I expect from the cargo claims process?

We will communicate with you and provide frequent updates on your claim’s progress. Cargomatic will facilitate claims for lost, damaged or destroyed cargo. Here is how the process works:

1. Follow the steps above to file your claim with Cargomatic.
2. We will acknowledge receipt and begin processing your claim.
3. We will file the claim with insurance and any responsible parties.
4. Throughout the process, we may ask you for additional details and documentation if necessary to make a decision.
5. We will strive to provide you with a decision regarding your claim (approval or denial) in 90–120 days. Please note that complex or disputed claims may take longer.

What if my claim is denied?

Cargomatic’s claim team will advocate for our customers’ claims that are supported with sufficient evidence to show liability. In rare instances where liability is not shown through the claim, Cargomatic may have no alternative than to issue a claim denial. We will pursue all avenues of recovery before issuing a denial. Cargomatic has industry-experienced claim investigators on its staff who are qualified to determine when denials are valid and when they are not. We will actively pursue responsible parties for payment (including motor carriers and insurers).

What about freight charge disputes?

Freight charges are separate transactions from cargo claims. You should make freight charge payments as required under your agreement with Cargomatic. Reimbursement for claims will be paid to you separately and should not be deducted from freight charges that you owe to us.

*Note: This FAQ is meant to provide general processes and details on the handling of cargo claims. Language in any existing executed agreement with Cargomatic or its subsidiaries pertaining to claim handling may alter this information and govern the claims process.