In this guide 6 sections
Open one claim file per incident and attach everything to it as it arrives. It needs the booking, loading photos, the signed delivery note with remarks, damage photos, the carrier’s documents, the invoice value and a log of every message. A complete file lets you file the claim in days, not weeks.
Open the file the day damage is reported
Open the file before the consignee sends a formal complaint. The first sign is usually a remark on the delivery note or a call from a driver. That is your cue. Give the file a number and name the handler.
Most claims are lost on time, not on merit. Policies and carrier terms set notice periods. Some require written notice of damage within a short window after delivery. Check your own contract rather than relying on habit.
Record the dates that start those clocks: delivery date, date damage was found, date notice went out. Put them at the top of the file. Nobody should have to hunt.
- Claim number and handler
- Consignment or booking reference
- Delivery date and date damage was noticed
- Date written notice was sent, and to whom
Gather proof of the condition at loading
The first question from any insurer or carrier is simple: was it sound when it left? The loading record answers it. Loading photos, the packing list, pallet count and the shipper’s own condition remarks all belong here.
If the load was strapped, shrink-wrapped or wedged, photograph the finished stack before the doors close. A dated photo of a well-packed pallet answers most arguments about inadequate packing.
Note the seal number from the loading sheet. It matters. An intact seal points to damage before or at loading, while a broken seal points to a problem on the road. Check both.
Collect the delivery evidence
The signed delivery note is the centre of the file. Read it for remarks. A clean signature on a note that says nothing about damage weakens a claim, so train drivers to ask receivers to write exceptions before signing.
Take photos at the dock. Shoot the outer carton, the damaged item, the label, the pallet and the vehicle’s cargo area. Ask for the receiver’s photos too. Name each file with the claim number. Do it at the dock.
If cargo is rejected, add the reason and what happened to the goods. Were they returned, held at the consignee’s yard or sent to salvage?
- Signed delivery note with exceptions written out
- Photos of cartons, contents, labels and pallet
- Receiver’s own photos and emails
- Seal number on arrival
- Disposal note for rejected or salvaged goods
Attach the carrier and insurance papers
Add the lorry receipt or bill of lading, the carrier’s rate sheet and liability terms, and any subcontractor’s trip papers. Where a second carrier handled a leg, the chain of custody matters more than any single document.
Include the insurance certificate and policy wording that cover the load. Note the excess, the cover type and the survey requirement. Some insurers want to inspect the goods before they are moved, so tell them early.
Finish with the commercial papers: invoice, packing list and any customs documents. The claim value comes from the invoice value of the damaged items.
Keep the file moving until it closes
Log every call and email, with dates. Record the claim amount asked, any partial offers and the final settlement. When the money arrives, book it against the file and note the lesson learned.
A shared digital file beats a folder of attachments. Links between the shipment, the photos and the claim mean the handler never hunts through phones and inboxes. Status shows at a glance: noticed, filed, surveyed, settled, closed. Simple.
Pick your last open claim this week. See how many items on this list you can find in ten minutes. Whatever is missing is what to capture next time.
Transit damage claim file checklist
This single sheet has four blocks: notice dates, loading proof, delivery proof and carrier or insurance papers. Each row has an item, a tick box, a file reference and the person who supplied it. At the top sit the claim number, consignment reference, claim value and the date each notice period ends.
Open a blank worksheet to printQuestions owners ask
What is the most common reason a transit claim fails?
Missing or late notice, and a delivery note signed clean. Both are avoidable with a quick check at the dock and a dated record of when you sent written notice.
Do I need photos if the carrier admits the damage?
Yes. The insurer and the shipper still need proof of the extent and value. Photos also protect you if the carrier later changes its story.
Who holds the file when two carriers handled the load?
Your firm should, as the party with the customer relationship. Ask each carrier for its trip papers and handover record so the chain of custody has no gap.
How long should a closed claim file be kept?
Keep it for the period your contracts, insurer and local rules require. Ask your advisor for the exact period. Keep it searchable, since repeat patterns show up across files.