Supporting documents

A claim moves at the speed of its weakest document. Almost every claim that stalls is waiting on one missing piece of paper, and it is usually the same one: proof of what the goods were worth.

What the carrier needs

We assemble and submit this package for you. What we need from you is the part only you have.

• Proof of Delivery. We already hold this. Any damage or shortage noted on it at delivery is the strongest single element of a claim. See Proof of Delivery.
• Bill of Lading. We already hold this too. It establishes what was picked up and how many handling units there were. See Bills of Lading.
• The carrier's claim form. Each carrier has its own. We complete it for you.
• The vendor's original invoice. From you, uploaded on the claim form. It has to show the price of the goods you are claiming for. This is the document that establishes value, and it is the one claims most often wait on. Keep the file to 25MB or less.
• A letter of intent. A short statement of what you are claiming and the amount. We can help you draft it.
• Photographs. From you. The damage, the packaging, and the labels. The form takes up to 10 images.
• Anything else useful, under Other Documents on the form. An inspection report and a repair bill are the two that carry the most weight.

Everything you upload has to come to 100MB or less in total. If you are over, compress the images rather than dropping any.

Photographs are the evidence you cannot recreate

Photographs are the only part of the package that becomes impossible to produce later. Take more than you think you need.

• The damage itself, close enough to see what is wrong and wide enough to see what item it is.
• The outer packaging, before you finish opening it. A crushed corner on the box explains a broken product inside.
• The inner packaging and cushioning. This is what answers the carrier's most common defence, which is that the freight was not packed adequately.
• The shipping labels, so the pieces in the photos are tied to your shipment.
• Pre-loading photos, if you have them. Photos of the freight packaged and ready at your dock are the cleanest possible proof it left you in good condition. Worth making a habit for high value freight.

Additional documents for an insurance claim

If your shipment was insured, the insurer's requirements are stricter than the carrier's and the paperwork is more formal. On top of everything above, an insurance claim generally needs:

• The formal commercial sales invoice. Not a purchase order, and not an internal document.
• The carrier claim notice. The notice quantifying the loss and holding the carrier responsible, plus evidence it was actually sent. We produce this and keep the proof.
• The carrier's reply, if they have given one.
• Photographs of the packaging. Called out separately from photos of the damage, because the insurer is assessing whether the packaging was adequate.
• A detailed description of what is being claimed and the amount, item by item.
• A repair invoice, or a statement of irreparability. If the item cannot be repaired, that needs to come from the manufacturer or a reputable third party specialist, on their company letterhead, confirming either that it cannot be repaired or what repairing it would cost.

Keep the freight until the claim closes

Do not discard the damaged goods, the packaging, or the pallet, and do not repair anything yet. Both the carrier and the insurer have the right to inspect, and disposing of the evidence can close a claim on the spot. Once the claim is settled we will tell you that you are free to dispose of it.