Claims Process

Freight Claims & Damage Resolution

Damaged, lost, or short freight? Know your rights, the deadlines that matter, and exactly how to file a claim that gets paid.

Claim Categories

Types of Freight Claims

Damage Claims

Freight arrived but is visibly damaged — crushed, wet, punctured, or otherwise compromised. The most common claim type, accounting for roughly 65% of all freight claims.

Shortage Claims

Some but not all freight arrived. Pieces are missing from the shipment. This often happens with multi-pallet LTL shipments that are separated during terminal transfers.

Loss Claims

The entire shipment is missing and cannot be located. This can result from misrouting, theft, or administrative errors. Full loss claims typically have the highest dollar value.

Delay Claims

Freight arrived but significantly later than the agreed delivery window, causing financial harm (missed production, spoiled goods, contract penalties). Delay claims require proof of guaranteed service and resulting damages.

Critical Step

How to Inspect Freight at Delivery

The delivery dock is where claims are won or lost. Before you sign the delivery receipt or BOL, do the following:

Count every piece. Match the piece count to the BOL. If pieces are missing, note “SHORT” with the exact count on the delivery receipt.
Inspect for visible damage. Check all sides of pallets, cartons, and crates. Look for crushing, water damage, punctures, torn shrink wrap, and leaning pallets.
Note exceptions on the BOL. Write specific damage descriptions — “2 cartons crushed,” “pallet 3 water-stained,” “shrink wrap torn, loose items.” Never sign “clean” if there is any issue.
Photograph everything. Take photos of all damage, the BOL, the delivery receipt, and the trailer interior if possible. Timestamped photos are evidence.

Critical Time Limits

24-48 hrs

Notify carrier of damage or shortage after delivery

9 months

Deadline to file a formal written claim with the carrier

2 years

From claim denial to file a lawsuit under Carmack Amendment

Filing Process

How to File a Freight Claim

Inspect at Delivery

Inspect every piece of freight at delivery before signing the BOL. Note any visible damage, shortages, or discrepancies directly on the delivery receipt. Take photos immediately.

Document Everything

Photograph all damage from multiple angles. Save the original BOL, delivery receipt with exceptions noted, packing list, and invoice showing the value of the goods.

Notify the Carrier

Contact the carrier (or Direct Fleet Dispatch) within 24-48 hours of delivery. Provide your PRO number, description of the issue, and initial documentation.

File a Written Claim

Submit a formal claim in writing within 9 months of delivery (per Carmack Amendment). Include the claim amount, all supporting documentation, and a clear description of the loss or damage.

Carrier Review & Resolution

The carrier has 30 days to acknowledge the claim and 120 days to pay, decline, or make a settlement offer. If denied, you have 2 years from the denial date to file a lawsuit.

We Are in Your Corner

How Direct Fleet Dispatch Assists With Claims

When you ship through Direct Fleet Dispatch, you are not on your own if something goes wrong. We act as your advocate and intermediary throughout the entire claims process:

Immediate notification to the carrier upon report of damage or loss
Guidance on documentation — what to photograph, how to annotate the BOL, what records to preserve
Direct filing with the carrier's claims department on your behalf
Follow-up on claim status and escalation when carriers miss response deadlines
Negotiation support on settlement offers that fall short of fair value

Our ongoing carrier relationships mean we can often resolve claims faster than if you filed directly. For more details, see our complete freight claims guide and freight insurance overview.

FAQ

Claims Questions

How long do I have to file a freight claim?

Under the Carmack Amendment, you have 9 months from the date of delivery (or expected delivery for loss claims) to file a written claim with the carrier. If the carrier denies your claim, you have 2 years from the denial date to file a lawsuit. Missing these deadlines forfeits your right to compensation.

What if I signed the BOL without noting damage?

Signing a clean BOL (no exceptions noted) makes damage claims significantly harder but not impossible. You may still file a concealed damage claim — damage that was not visible at delivery — but you will need strong evidence that the damage occurred during transit and not after delivery. Always inspect and note exceptions before signing.

How does Direct Fleet Dispatch help with claims?

We act as your advocate throughout the claims process. We help you document the damage properly, file the claim with the correct carrier contact, follow up on timelines, and negotiate settlement offers. Because we have ongoing relationships with our carrier network, we can often expedite resolutions that would take individual shippers much longer.

What documentation do I need for a freight claim?

At minimum: the original bill of lading (BOL), delivery receipt with damage/shortage noted, photographs of the damage, commercial invoice showing the value of goods, packing list, and a written claim letter stating the claim amount. For concealed damage, you may also need inspection reports and packaging analysis.