So you received notice of a possible claim from a customer. Don’t panic, first send the customer a claim form if they do not have one. Tell them you will be glad to assist them in resolving the claim with the carrier. Have them send the completed claim form and information to you, forwarding to the carrier.
Pull the load paperwork from file. Make copies of all pertinent information (Bill of Lading, Load Confirmation, Invoice, etc.). Set up a separate file for that claim. Attach the Action Taken Log to the inside of the file. Keep accurate and detailed notes on all correspondence between you, the carrier, and the shipper (and who you talked to).
Send a claim acknowledgment letter to the claimant. Follow up until the claim is resolved.
Inevitable claims are one reason it is important to charge a premium for your services. Put in the time to get a claim resolved and you will have a customer for life.
Moving forward,
Jeff Roach
www.brooketraining.com
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