How To Proceed With A Claim

Our claims procedure for a parcel or pallet is very similar, so we have outlined some information you need to help process your claim as quickly as possible with a step by step guide below.

1.Informing our team of an issue as soon as possible...

 It is important you contact our Customer Service team as quickly as possible to let us know your item has been damaged, or any other issue which may result in a claim. This enables us to investigate as quickly as possible and if required, forward on to our insurance team.

2. Has your item been signed for as damaged?

Did the consignee notify the driver at the time of damage to clearly notate on the EDC, or was a paper POD signed for as damaged at the time of delivery? In which case we can consider a claim.  If your customer has not report damage on a consignment unfortunately your claim will be declined by the insurance. Remember when signing for goods on a clean POD you are saying you have received your item in good condition.

3. Collection of Damaged Goods Will Be Arranged

By now the Customer Service team will have investigated the consignment and for damaged consignments a collection will be made so the goods can be inspected by the insurance team. Please note that our team must arrange for a damage inspection to be able to proceed with the claim.

4. Letter Of Intent

After the relevant searches and investigations if our team feels you need to proceed with a claim, the next step will be requesting a ‘Letter of Intent’ from you. This will only need to include some basic information, such as the consignment number and just a short statement of your intent to claim in writing. 

An example is as below: 

Good Morning, reference consignment 011111 please register our intent to claim for this delivery due to damage to the item upon arrival at the consignee. Please send the relevant claim documents for us to complete. Many Thanks

This information will need to be sent over at the point of reporting damage.

5. Damaged Goods Will Be Returned For Salvage

For a goods damage claim, the items will be returned to you once they have been inspected by our hub for inspection and salvage. Any salvageable items will need to be removed from the pallet or parcel and our Claims team will arrange for a return label to be provided for you to return the damaged goods back to our warehouse for their attention. The claim will then be processed for the damaged items only, and any items that you list as damaged will not be returned to you and are instead kept by the insurance company to be disposed of.

6. Claims Form

During this time you will receive a claims form, this will need to be completed and returned within the time frame stated. A Sales & Purchase invoice must also be returned to our office attached to this document. Please note we are unable to accept a claim without either invoice. We would also like to assure you this information is confidential, but is required by our insurance company and if this is not sent by the stated date your claim will automatically be terminated.

7. Replacement Delivery

Should you need to send a replacement delivery, please contact your Customer Care advisor with the consignment number prior to 4pm on the day of dispatch so we can issue this as free of charge on your account.

We endeavour to process your claim as quickly and efficiently as possible, and as long as all of the above is provided we have an extremely quick turn around on our claims process. Should you have any question please do not hesitate to contact Tracey on 0116 275 1555 or email [email protected]


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