General Claims Info

General knowledge on the claims process and important definitions. If you have specific questions about this process or an a specific claim you will need to reach out the Claims department. claims@priority1.com

Types of Damage:

• Partial loss- a portion of the shipment delivered but a portion is missing.  For example if 2 pallets shipped but only 1 delivered that would be a partial loss
• Complete loss - entire shipment is missing.  For example, if 2 pallets shipped and 0 were received by the consignee, that would be complete loss
• Partial damage - a portion of the shipment delivered good but a portion was damaged.  For example, if 2 pallets were shipped and 3 boxes were damaged, that would be partial damage
• Complete Damage - entire shipment is damaged (nothing can be used / salvaged).  For example, if 1 refrigerator is shipped and it falls off the back of the truck and shatters into a million pieces (cannot be repaired or sold at a discount), this would be considered a complete damage
• Concealed loss or damage - loss or damage to the contents of a package that is not apparent until opened. If POD is signed clear, and reported within the time frame, the claim will typically be 1/3rd for value.
• Overcharge/Undercharge - Overcharge or undercharge claims are demands on a transportation company for a refund of an overcharge from the erroneous application of rates, weights and/or assessment of freight charges

Claims Status Types: 

• Closed -99.9% of the time a claim that was not formally filed with the carrier but we are no longer pursuing. It could be for a variety of different reasons. 
  • • Most of the time, the claim is marked as “closed” when we have asked for additional information 3 times and not received a response.  
    • In those situations, we make a note within the claim saying something along the lines of “since required information has not been provided, we are administratively closing this claim.  If the needed information can be provided in the future, we will be glad to re-review / re-open at that time”.
    • The other reason for “closed” to be used is per request.  
    • If the agent / customer decides the claim is not worth pursuing, or starts the claim on the wrong BOL, we will mark it as closed. 
    • We ALWAYS note why the claim is being marked as closed.  So, if you ever have a situation that you are unsure of, you can reference the notes for additional information
• Submitted -The status that is used when it is in line for my team to review and send to the carrier.  Once the agent / customer provides all the required information, the system kicks it to “submitted” status.
• Filed -is the status that is used when we formally send the claim to the carrier.  We will make note “Claim filed with (carrier SCAC) under Priority 1 claim number (invoice number).
• Additional information Requested & Customer review-when we need the agent / customer to provide more info or answer questions.
• Additional information Provided-is the status that the system kicks the claim into when a “note” is made on the claim.  
  • • So, if we filed the claim on Monday (as an example), and the agent/customer goes in on Wednesday and makes a note asking for an update, the system will change it to “additional information provided” in our view.  
    • 99% of the time if you / the agent / the customer cannot see this status.  The view will stay in whatever status it was previously in.
• Carrier review -status means we are waiting on the carrier to do their investigation.  This means no action is needed from the agent / customer at that time. 
• Payment pending -is the status that we use when the carrier has said “your claim is approved for (insert dollar value) and a check will be mailed in (however many) days.  
  • • This means the claim was approved but we have NOT received the refund yet.
• Paid -is the status we use when the carrier refunded everything we asked for.  So if we claimed $100 in material and $50.00 in freight and the carrier refunded $150.00 total, we would use “paid”. 
• Amended payment - is the status we use when the carrier refunded anything less than what we asked for. So, if we claimed $100 in material and $50.00 in freight and the carrier only refunded $75.00 in material, we would use Amended payment status.
•  Update needed meaning- The system will automatically change each claim to “update needed” status every 15 days (from the last status change).  
  • • This is a prompt for the claims team to follow up with the carrier / customer / agent for any update available.  
    • The claims team works these daily so the status should be changed today to whatever is applicable (carrier review, customer review, additional information requested, etc)

Claims for LTL have been completely integrated into the system. Claims will need initiated from within the system.

To start a Claim you will need to initiate it from the load itself from the three dots in the far right hand corner.

From the drop down you will need to select what type of claim that you are trying to file.

Overcharge Claim: Claim that is filed due a service that was charged but not performed. (overchargeclaims@priority1.com)

Traditional Claim: Claim that is filed as a result of damage or loss. (claims@priority1.com)

TL Claims and required paperwork will still need to be filed traditionally via email to the claims team.