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File a Claim

Filing Claims

Please download and complete our Claims Form and fax back to 888-411-2829, or email to claims@savannahcargo.com. For claim questions, please call 469-718-9192

Lost Packages

If a package is not delivered, SC can help by performing a search to locate your package. If the package cannot be found, the shipper can file a claim up to the declared value of the package contents.

1. Lost Package Reported Shippers are encouraged to report the lost package because notification letters are not sent to receivers. Shippers and receivers can report a lost package on savannahfreightinc.com.

In order to be considered lost, a package must be undelivered 72 hours after the expected delivery date and time. A report cannot be made until then. Please allow additional time when a package is delayed due to adverse weather.

 2. SC Package Search SC will conduct a complete investigation to locate the package. The investigation may include a search of our shipping system and operation centers, or calls to recipients or shippers.

The SC search process usually takes seven to 10 business days.

3. Claim Authorized

If  SC  is unable to locate the missing package, a Damage/Loss Notification claim letter will be mailed or faxed to the shipper; SC will not send claim letters to a receiver If SC locates the package, the claim will not be approved, delivery information will be sent to the shipper of record, and the reporting process will end

4. SC Reviews Documents It is essential that the shipper supplies SC with documentation that shows the lesser of the actual purchase cost or replacement cost, up to the declared value, as requested in the Damage/Loss Notification claim letter. Requested documentation may include original invoices, purchase orders, proof of shipment, or other information required by SC.

SC will:

Determine what, if any, value was declared for the contents of the package Verify that the product falls within the guidelines of the SC terms or contract with the shipper

SC mailing address and fax number information are provided in the Damage/Loss Notification claim letter. Instructions are also provided on how to submit your documentation to SC online.

5. Claim Paid Once a claim has been approved, the payment will be processed. SC will pay the lesser of purchase or replacement costs, up to the declared value. Typically, claim checks are mailed to the shipper’s billing address on file three to five business days after SC receives the required documentation.

In the event the claim is not approved for payment, SC will contact the shipper.

Note: All claims are subject to the terms of the SC Tariff/Terms and Conditions of Service.

Damage Packages

Damage to a package can be reported by a shipper, recipient, or by SC. After a damage inspection is performed by SC, the shipper of record is contacted with the results. Depending on the results, the shipper can file a claim for the repair or replacement cost of the package contents up to the declared value.

1.Damage Reported A shipper or recipient can report a package that has been damaged during shipment. The shipper can also submit documentation in support of the claim online, or by fax or mail, at the time damage is reported.  In the event that a damaged package is discovered while still in the SC system, we will notify the shipper of record and provide details. Once damage has been reported, you can check the status of the claim online, anytime.

2. SC  Inspects Package if Required SC will inspect the damaged package to determine the cause of damage and verify proper packing materials were used (in accordance with the shipping terms). SC may inspect the package at the shipper’s or receiver’s site, or may collect the package for inspection at a SC facility.

Once the SC investigation is complete, a notification letter will be mailed or faxed to the shipper. SC will not send inspection information to the receiver of the package.

3. Claim Authorized

If the claim is issued, a Damage/Loss Notification claim letter will be mailed or faxed to the shipper of record; SC will not send the claim letter to a receiver If the claim is not approved, SC will notify the shipper; the shipper can contact SC with any questions or concerns

4. SC Reviews Documents It is essential that the shipper supplies SC with documentation that supports the actual repair or replacement cost of the merchandise, up to the declared value, as requested in the Damage/Loss Notification claim letter. This documentation can be provided either when the damage is first reported, or after the Damage/Loss notification is issued. Supporting documentation can include original invoices, purchase orders, or other information required by SC.

SC will:

Determine the value declared, if any, for the contents of the package Verify that the product falls within the guidelines of the SC terms or contract with the shipper

A SC mailing address and fax number will be provided in the Damage/Loss Notification claim letter. In addition, instructions on how to submit supporting documentation online will be provided.

5. Claim Paid

Once the claim has been approved and SC receives the supporting documentation identified in the claim letter, payment will be processed. The claim payment may differ from the original amount requested depending on the documentation provided. Explanation of the difference in payment amount, if any, will be printed on the check stub. Typically, claim checks are mailed to the shipper’s billing address on file three to five business days after SC receives the required documentation.

***In the event the claim is not approved for payment, SC will contact the shipper.