Filing a claim
If something goes wrong, here's exactly what to do.
Damage is rare — every carrier is vetted and insured, and your shipment is photographed at both ends. But if it happens, you're documented and you're not alone. Here's the calm, step-by-step process, plus how to start a claim.
⏱️ The most important 5 minutes is at delivery. Before you sign, compare the shipment to the pickup photos, and write any new damage on the Bill of Lading before you sign it. A note on the BOL is the single strongest thing you can do — it's the difference between a quick claim and a "your word against theirs."
At delivery
The 5-minute checklist
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Compare to the photos
Open your pickup inspection photos and walk around the shipment — car, boat, machine, or pallets. Look at the same angles.
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Note it on the BOL
Write down any new damage on the Bill of Lading before signing. If it's not noted, it's much harder to claim.
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Take your own photos
Photograph the damage up close and wide, with the item visible. Timestamped, from your phone.
📦 Should you refuse the shipment? Usually no — accept it, note the damage on the BOL, and file the claim. Only refuse if it's genuinely unsafe or unusable, and note exactly why. Refusing an otherwise-fine shipment can slow everything down.
Delivery acknowledgment
Visible damage is settled at the point of delivery
Why it works this way: it's the one moment everyone can see the shipment together — the receiver and the driver, at the drop-off. So that's where condition is confirmed and any issue is resolved. (Applies to every freight type — a vehicle, a boat, equipment, freight, or household goods.)
Inspection & acceptance at delivery. The recipient must inspect the shipment (the property being transported) at the point and time of delivery, before signing the delivery receipt / Bill of Lading. Any visible loss, damage, or discrepancy must be recorded in writing on the Bill of Lading at that time.
Signing the delivery receipt without noting an exception constitutes acceptance of the shipment in the same apparent condition documented at pickup, and releases the carrier and the broker (Haulgency LLC / Loadgency) from any claim for loss or damage that was reasonably visible at delivery. This is by design — it settles inspection, condition, and any dispute at the drop-off location, while the driver is present.
Concealed damage — loss or damage not reasonably discoverable at delivery — must be reported within 24 hours of delivery and is handled under the assigned carrier's cargo insurance and applicable law.
⚖️ This is a plain-language summary, not legal advice. The binding version of this clause lives on your Bill of Lading and in the carrier–shipper agreement, finalized with counsel. Exact windows, scope, and any deductibles are set there and by the carrier's cargo policy.
The process
How a claim moves, start to finish
1
Document at delivery
BOL noted + your photos, compared to the pickup set. This is your evidence — the rest is procedure.
2
Report it — within 24–48 hours
Start a claim below or email claims@loadgency.com with your tracking number and what happened. Sooner is stronger.
3
We open it with the carrier's insurer
Loadgency pulls the BOL, the pickup + delivery photos, and the assigned carrier's cargo-insurance details, and files the claim with them on your behalf.
4
The insurer reviews
The carrier's cargo insurance reviews the documentation — typically a few business days to acknowledge, longer to resolve depending on the repair.
5
Resolution
A repair estimate or payout is settled through the carrier's cargo policy. We stay on it with you until it closes.
Who covers what
Where the money comes from
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The carrier's cargo insurance
Transport damage is covered by the assigned carrier's cargo policy — verified active before we ever dispatch your load. They're the payer for damage in transit.
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Loadgency's role
We're the broker, not the carrier. We facilitate the claim — documentation, filing, and staying on it. Our $75k surety bond backs that we operate honestly.
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Your documentation
The BOL and both photo sets are what make a claim move fast. That's why we capture them automatically at pickup and delivery.
Start a claim
Report it here
A real person picks this up. The more detail and photos, the faster it moves.
What does signing at delivery actually mean?
Signing the delivery receipt / Bill of Lading confirms you inspected the shipment and accepted it in the condition documented — so it settles any visible issue right there, at the drop-off, while the driver is present. That's the whole point: condition is confirmed at the one moment everyone can see the shipment together (any freight type — vehicle, boat, equipment, freight, household). If you spot damage, note it in writing on the BOL before you sign. Concealed damage — something you couldn't reasonably see at delivery — still has a 24-hour window and is handled under the carrier's cargo insurance.
How long do I have to file?
Report it as soon as possible — ideally within 24–48 hours of delivery, and note the damage on the BOL at the moment of delivery. The sooner it's documented, the stronger the claim.
Who actually pays for the damage?
Transport damage is paid by the assigned carrier's cargo insurance, which we verify is active before dispatch. Loadgency is a licensed broker (not the carrier) — we file and manage the claim with the insurer on your behalf.
What if I didn't note it on the BOL?
It's harder, but not always hopeless — your pickup photos vs. delivery photos still tell the story. Report it right away with all the documentation you have. This is exactly why noting it on the BOL at delivery matters so much.
What if the carrier disputes it?
That's what the documentation is for. The timestamped pickup and delivery photos plus the signed BOL are compared side by side — it turns a "he said, she said" into a factual review by the insurer.
I'm the carrier — how do I protect myself?
Document thoroughly at pickup: photos from every angle before you load. Report any incident promptly and honestly. Good pickup documentation protects you just as much as it protects the shipper — a false "it happened in transit" claim is settled by your pickup photos.
Note: This page explains the general process and is not legal advice or an insurance guarantee. Exact timelines, coverage, and any deductibles are set by the assigned carrier's cargo policy and the carrier–shipper agreement, finalized at launch with counsel.