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Cargo Claims Processing
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LOST OR DAMAGED SHIPMENTS:
You should get in the habit of always checking your freight for shortages or
signs of damage every time you receive a shipment. If you should discover a
problem, bring it to the driver's attention immediately, then take the
following steps:
FOR A SHIPMENT SHORTAGE:
If you feel part of your shipment is missing, count the pieces and check the
number against what is indicated on your delivery receipt. Then write a precise
description of the shortage on both your copy and UPS Freight's copy.
HOW TO HAVE A SHORTAGE TRACED:
Your note of a shortage on both copies of the freight bill acts as a written
alarm for service center personnel who will make every effort to locate your
missing freight. If it becomes necessary to have your shipment shortage traced,
contact the person in charge of Over, Short & Damage (OS&D) at your
local UPS Freight service center. Before you make contact however, be sure to have
the following information available:
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Freight bill number
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Billing date on the delivery receipt or freight bill
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Names and addresses of the shipper and consignee
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Number of pieces in the shipment
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Number of pieces missing
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Weight of the shipment
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Delivery date
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Complete description of the missing pieces, including size, shape, color, etc.
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Any part number or serial number on the goods
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Any other information that you think would be helpful in identifying the
container or contents
FOR VISIBLE DAMAGE:
If the containers in your shipment show visible signs of damage, open them
immediately to check the contents, and ask the driver to inspect the contents
with you. Then write a precise description of the damage on both your copy and
UPS Freight's copy of the delivery receipt.
SPECIAL NOTE: The consignee is not justified in refusing
a damaged shipment unless the damage has made the goods worthless. In cases of
partial damage or loss, the consignee should accept the entire shipment and
determine whether it can be repaired or retained with an allowance.
FOR CONCEALED LOSS OR DAMAGE:
As soon as possible after delivery, unpack and inspect your shipment. Should
you discover a concealed loss or damage, report it to UPS Freight immediately and
request an inspection within 15 days of the delivery date. While you wait for
the inspection, make every attempt to leave the containers and packing
materials as they were when you first discovered the loss or damage.
REQUESTING INSPECTIONS:
After delivery, contact your local UPS Freight service center or our Customer
Service Department at 800-333-7400 to help you determine if an inspection and
formal written report will be required. Occasionally, we may not have an
inspector examine the damaged freight. Instead, we may request that you do the
inspection yourself and keep a written description should a claim be filed
later. Please note, however, that an inspection report is not a claim.
Download the UPS Freight Waiver of Inspection.
Print the form and complete it.
THE CLAIM, DEFINED:
A claim is a written demand for payment by the owner of a shipment on the
carrier for loss or damage occurring during transit. UPS Freight Rules Tariff limits
our liability on certain commodities and provides for $25.00 per pound per
package (certain shipments may be subject to lower liability limits under the
National Motor Freight Classification or specific provisions of the UPS Freight
Rules Tariff). You can, however, buy additional liability coverage for any
shipment valued over $25.00 per pound simply by requesting it on the bill of
lading, For more details, ask your UPS Freight Account Manager.
HOW TO FILE A CLAIM:
It is our goal to handle your shipment in such a way that you never need to
file a claim. However, should that be necessary, we'll process your claim in a
prompt and courteous manner.
UPS Freight acknowledges all claims within 30 days. Should you need to make a
claim, please either mail or fax a copy of this form. For the most expeditious
service, please don't do both.
A claim and its supporting documentation are required to be filed within nine
(9) months of delivery or in cases of non-delivery, within nine months after a
reasonable time for delivery has elapsed. UPS Freight will not pay a claim unless
it is filed, in writing, within the allotted nine-month period. Here's the
procedure:
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Determine the dollar amount which accurately represents your loss.
NOTE: Because the owner of the shipment has a legal
obligation to minimize the amount of a claim whenever possible, you should make
every effort to repair, discount or salvage damaged goods.
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Download the UPS Freight Standard Claim Form.
Complete the form and print it. Or, write a letter identifying the shipment and
the claim amount.
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Collect the following documents to support your claim:
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A vendor invoice for the goods shipped, including the full price paid after any
discounts or deductions.
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A copy of the freight bill invoice.
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A copy of the bill of lading.
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Detailed repair invoices, if goods in question have been repaired.
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Send your claim and all supporting documentation to:
Claims Processing
UPS Freight
PO. Box 1216
Richmond, VA 23218
Or, if you prefer, you can fax your claim and documentation to
866-580-1944 .
HOW YOUR CLAIM WILL BE PROCESSED:
Once we receive and register your claim, we assign a claim number and one of
our claims investigators to it. Both the number and the examiner stay with your
claim until it's resolved.
Item 300120 of the National Motor Freight Classification states ... Carriers
will acknowledge claim in writing or by electronic transmission within 30 days
after receipt thereof, informing the claimant of identifying number assigned
thereto, and will pay, refuse payment, or make a firm compromise offer within
120 days after receipt of claim, except, that if claim cannot be disposed of
within this period, carrier will at that time and at the end of each succeeding
60 day period thereafter while claim remains pending, inform the claimant in
writing or electronically of the reason for failure to conclude claim.
If, however, your claim isn't resolved within 30 days, you'll receive an
acknowledgment with your assigned claim number, telling you that UPS Freight has
received your claim and is working on it.
NOTE: Read your acknowledgment carefully. It may ask for
other documents or information your examiner needs. Also, keep this
acknowledgment in a safe place, because you 'll need to refer to it should you
contact your claims investigator.
At UPS Freight, we'll work diligently to get your claim settled as fairly and
quickly as possible. If you have questions about the status of a claim, please
don't hesitate to call your UPS Freight Account Manager or the UPS Freight Customer
Service Center at 800-333-7400 or you may
check the staus of your claim on our
website.
Contact the UPS Freight Claims Department at 804-231-8868 for assistance in
determining the status of your claim.
HOW TO OBTAIN A CERTIFICATE OF INSURANCE:
We maintain liability insurance for our automobile and general liability, cargo
and workers compensation exposures. The limits of that insurance exceed
requirements by federal and state regulatory agencies. If you'd like
Certificates of Insurance for your files, ask your UPS Freight Account Manager or
call our Insurance and Claims Department at 804-231-8896.
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