The following information is designed to provide consumer claimants with a general overview of the claims process in regard to consumer household goods ground transport claims. Please review the information contained on this page and contact your designated claims administrator for more information.
We take special care to handle any consumer household goods loss or damage claim submitted to our office for processing by the carrier. Unlike commercial claims, consumer claims usually involve damage or loss to sentimental personal property. Unfortunately, there are times where no amount of compensation can make an individual consumer whole after loss or damage to an important family heirloom. Our team of claims administrators will do their best to process the claim in a timely and satisfactory manner. NOTE: Our claims administrators are required to process all claims in accordance with the limitation of liability valuation and/or insurance coverage option purchased by the consumer. Consumer household goods claims are usually adjusted based on one of two scenarios depending on which limitation of liability valuation and/or insurance option was purchased by the consumer.
We strongly encourage all consumers to purchase full replacement valuation and/or insurance coverage from their cargo carrier; whether the goods are moved by air, ocean, or ground transportation. This form of valuation coverage and/or insurance coverage is relatively inexpensive and provided the best protection and recovery for consumers’ property.
The cost for full replacement valuation coverage may vary from carrier to carrier. However, generally the cost for full replacement valuation coverage is approximately $8.00 per every $1,000.00 of declared value covered.
When full replacement valuation and/or full value insurance coverage has been selected; we will dispatch a claim investigator and/or adjustor to view and document the damaged property, if appropriate and necessary. We will utilize a network of property and furniture repair professionals to inspect, estimate, and repair damaged property.
Limited liability valuation is an option which we never recommend a consumer select. This option whether by air, ocean, or ground transportation offer little or no protection to the damaged or lost property.
Tips for Consumers:
Get three estimates before hiring a carrier.
Ask for references and call them to verify.
Non-negotiable copy of bill of lading or air waybill (front and back)
Check consumer websites such as the BBB before hiring a carrier.
Have all property professionally packed.
Purchase full replacement value insurance.
Declare and insure all items of extraordinary value.
Carefully check the inventory manifest before loading.
Upon delivery inspect all property for damage.
Document any damage or loss of property.
File a claim in a timely manner.
When this option is selected by the consumer we will adjust the claim based on the valuation coverage selected by the consumer. Since, liability and compensation for the damaged property is limited we cannot offer replacement compensation or repair options. Where the limited liability valuation option is selected we do not dispatch investigators and/or adjustors to inspect the property. Typical limited liability valuation options are as follows:
Air transport could be limited to $0.50 per pound per article.
Ocean cargo claims could be limited to $500 per container.
Ground transportation claims could be limited to $0.60 per pound per article.
For example, if the consumer selected the limited liability valuation option from a ground carrier their property would only be covered for a maximum of $0.60 per pound per article. In that case, if a $2,000.00 dollar television weighing 100 lbs. was damaged in transport the consumer would be entitled to compensation limited to 100 lbs. x $0.60 = $60.00. This amount of compensation is clearly not enough to repair or replace the damaged television. This is why we recommend against selecting limited liability valuation.
Prior to submitting your claim please review your airway bill, freight bill or bill of lading to determine which valuation and/or insurance coverage was selected.
For additional information contact your designated claims administrator at 1-866-755-0558.