CLAIMS:
Q> When should I initiate a claim?
A> A claim should be initiated when you have experienced loss due to negligence of the carrier. The party who is paying the cost of the freight should make the claim.
 
Q> How much can I claim?
A> The Bill of Lading Act limits the amount you can claim to either $2 per pound based on the weight of the entire shipment, or the cost to repair or replace the item(s); whichever is less.

 

Q> How do I initiate the claim?
A> You initiate a claim by sending us a statement of claim or invoice for the amount of the claim in writing. Include our Probill number (found in the top right-hand corner of the delivery slip) on all of your correspondence. Mailing, e-mailing or faxing are all acceptable means of sending in a claim. Your claim will be processed faster if you include a Customer Claim Report.

 

Q> Do you require any other paperwork?
A> Yes. Depending on the nature of your claim, there are different supporting documents that are required by law. Most commonly, we require a copy the original invoice from your supplier.

 

Q> What do I do if I have damaged product?
A> Keep it. Our claims department will want to inspect the product when they investigate your claim. Once your claim is approved, we will pick the product up. We will not pay for damaged product if it is not available for pick-up.
 
Q> How long will it take for my claim to be processed?
A> We begin working on your claim right away. Usually our claim investigator will contact you within 48 hours if there are any questions or clarification required. Our target is to complete the claims investigation process within 30 days.
 
Q> How do I find out if my claim has been received?
A> You can contact our Head Office after 48 hours to confirm we have received your claim. Your claim will be identified by the Probill shipping number in our system, use this number (found in the top right corner of the delivery slip) to inquire about the status of your claim.