Claims SOP

Cargo Damage and Shortage Claims

Handle cargo claims promptly and fairly.

Scope
Any load delivered with damage, shortage or refusal.
Responsible
Claims Coordinator; Operations Manager
Version
1.0 · not yet reviewed by the academy

Procedure

  1. Ask the driver to note exceptions on the POD and take photos before leaving the receiver.
  2. Notify the customer and the carrier the same day.
  3. Collect documents: BOL, POD with exceptions, photos, invoice showing value, and any inspection report.
  4. Discuss salvage or return options to reduce the loss.
  5. File the claim within the time allowed by the contract and track it to resolution.

Practise it

Apply these procedures in the simulators — dispatch workflow, carrier verification, cross-border and the TMS sandbox.

Open the simulators →