What Truckers Should Expect When They Receive a Freight Claim (and How to Handle It)
- Soshaul
- Aug 1
- 3 min read
Freight claims are an unfortunate, but a common part of working in the trucking industry. Whether you're an owner-operator or leased on with a carrier, it’s important to understand what a freight claim is, what to expect when one is filed against you, and how to handle the process responsibly and efficiently. Missteps can lead to unnecessary financial losses, strained relationships with shippers or brokers, and even issues with your insurance provider.
Let’s break it down step-by-step.
What Is a Freight Claim?
A freight claim, also known as a cargo claim, is a formal demand made by a shipper or receiver to recover losses when freight is damaged, lost, delayed, or not delivered as expected. The claim is typically filed with the carrier responsible for the freight at the time of the incident.
There are four primary types of freight claims:
Damage Claims – for goods that arrive physically damaged.
Loss Claims – for freight that is completely lost or never delivered.
Shortage Claims – for shipments where part of the freight is missing.
Delay Claims – for shipments that arrive too late, causing financial loss.
What Happens When You Receive a Claim?
When a shipper, receiver, or broker discovers an issue, they may notify you or your dispatcher immediately. You may also receive a Notice of Intent to File a Freight Claim or the claim itself in writing.
Here’s what typically happens:
The claimant provides documentation including the Bill of Lading (BOL), Proof of Delivery (POD), photos of damage, and an invoice showing the claimed value.
You or your motor carrier will be asked to respond, investigate, and either accept or deny liability.
If you're leased to a company, the claim will likely be processed by their claims or safety department.
If you’re an owner-operator with your own authority, the responsibility and the paperwork fall on you.
Steps to Take If You Receive a Freight Claim
1. Stay Calm and Professional
Freight claims can feel personal, but they’re part of doing business. Stay calm, courteous, and cooperative while gathering the facts.
2. Gather Your Documentation
You’ll want to protect yourself by collecting:
A copy of the signed BOL and delivery receipt
Photos taken before and after delivery (if available)
Your logs showing location and on-time performance
Trailer inspection or seal records
Any communication with the shipper, broker, or receiver
3. Notify Your Insurance Provider
Notify your cargo insurance provider as soon as a claim is filed. They may investigate and handle the payout depending on your coverage and the details of the claim.
4. Cooperate with the Investigation
Be prepared to answer questions honestly and provide any additional information needed. Delays or incomplete responses can make the situation worse.
5. Determine Liability
You are not automatically liable just because someone filed a claim. Liability depends on many factors such as proper loading/unloading procedures, shipper load-and-count, and who had control of the cargo at the time.
If the shipper loaded the freight and sealed the trailer, and you had no access to inspect the contents, you may not be liable for concealed damage.
6. Respond in Writing
If you are required to reply to the claim (or deny it), always do so in writing and keep a record. Use clear, factual language.
How to Prevent Freight Claims in the Future
Inspect freight before departure and note any concerns on the BOL.
Secure cargo properly using straps, load bars, or bracing.
Maintain equipment to prevent damage from leaks, faulty refrigeration, or shifting loads.
Take photos at pickup and delivery to document the condition of the freight.
Double-check delivery addresses and instructions.
Communicate clearly with shippers, brokers, and receivers throughout the process.
Freight claims are never fun, but how you respond to them can make a huge difference. Being organized, responsive, and proactive not only helps resolve the claim efficiently, but also builds your reputation as a reliable and professional driver and/or business owner.
When you understand your rights, your responsibilities, and your resources, like insurance, you’re in a much better position to protect your business and your bottom line.
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Soshaul Logistics LLC and its affiliates do not provide tax, legal or accounting advice. This material has been prepared for informational purposes only, and is not intended to provide, and should not be relied on for, tax, legal or accounting advice. It is meant to serve as a guide and information only and Soshaul Logistics, LLC does not assume responsibility for any omissions, errors, or ambiguity contained herein. Contents may not be relied upon as a substitute for the FMCSA's published regulations. You should consult your own tax, legal and accounting advisors before engaging in any transaction or operation.
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