Freight Claims: What to Do When Your Shipment Is Damaged

February 6, 2026 6 min read

Freight Claims: What to Do When Your Shipment Is Damaged

You open the trailer doors and your freight is crushed, soaked, or missing. It happens — even with good carriers and careful handling. What matters now is how you document the damage, file the claim, and recover your money. Do it right and you’ll get compensated. Do it wrong and you’re absorbing the loss.

This guide walks you through the freight claims process from discovery to resolution.

Types of Freight Claims

Damage Claims

The most common type. Your freight arrived but was physically damaged during transit — crushed boxes, broken pallets, water damage, punctured packaging, or impact damage to the product inside.

Loss Claims (Total Loss)

Your shipment never arrived. The carrier can’t locate it. This includes theft, which unfortunately does happen — cargo theft costs the U.S. freight industry billions annually.

Shortage Claims

Part of your shipment arrived, but pieces are missing. The BOL says 12 pallets, but only 10 showed up. This is common in LTL shipping where freight moves through multiple terminals.

Concealed Damage

Damage that isn’t visible at delivery but is discovered when the product is unpacked. This is the hardest claim to win because the carrier can argue the damage happened after delivery. Document and report concealed damage within 5 days of delivery.

The Legal Framework: The Carmack Amendment

Interstate freight claims in the U.S. are governed by the Carmack Amendment (49 U.S.C. § 14706). This federal law establishes the carrier’s liability for loss or damage to freight. Key points:

Carriers are presumed liable for damage to freight while in their possession. You don’t have to prove negligence — only that the freight was in good condition when it was tendered and damaged when it arrived.
Carriers can limit liability if you agreed to limited liability in the bill of lading or rate confirmation. Many carriers limit cargo liability to $0.50-$2.00 per pound unless you declare a higher value (and pay for it).
Filing deadline: You must file a written claim within 9 months of the delivery date (or 9 months from the reasonable delivery date for lost shipments).
Lawsuit deadline: If the carrier denies your claim, you have 2 years from the date of denial to file a lawsuit.

Step-by-Step: How to File a Freight Claim

Step 1: Document the Damage at Delivery

This is the most critical step, and it happens fast. When you see damage:

Do NOT refuse the shipment unless your broker or shipper specifically instructs you to. Refusing delivery can complicate the claims process.
Note the damage on the delivery receipt (BOL). Write specifically: “3 pallets crushed,” “water damage on pallet 4,” “2 cartons missing.” Be descriptive. “Damaged” alone isn’t enough.
Take photos. Photograph the damaged freight from multiple angles, the inside of the trailer (to show how freight was loaded/shifted), the packaging, and any labels or markings. Photograph the BOL with your damage notes.
Count everything. Verify the piece count matches the BOL. Note any shortages.
Have the driver sign the delivery receipt acknowledging the damage notes.

If the driver refuses to wait or acknowledge damage, note that on the BOL as well: “Driver refused to wait for inspection.”

Step 2: Notify the Carrier and Broker

Contact your freight broker and/or the carrier immediately — within 24 hours of delivery. Provide:

PRO number or load number
Description of damage
Photos
Copy of the signed delivery receipt with damage notes

Even if you’re not ready to file a formal claim, putting the carrier on notice preserves your rights and starts the process.

Step 3: Assess the Damage Value

Determine the financial value of the loss. You’ll need documentation:

Original invoice or purchase order showing the value of the damaged goods
Repair estimates if the product can be repaired rather than replaced
Salvage value if the damaged goods can be sold at a discount

Claims are typically settled at the invoice value of the goods (what you paid for them), not the retail price. If you paid $10,000 for product that you sell for $25,000, the claim is for $10,000.

Step 4: File the Formal Claim

A formal freight claim must include:

Written demand for a specific dollar amount
Bill of Lading (original or copy)
Delivery receipt with damage notations
Invoice showing the value of the goods
Photos of the damage
Any inspection reports

Send the claim in writing (email is acceptable for most carriers, but confirm their preferred method). Address it to the carrier’s claims department. If you used a broker, your broker can file on your behalf or guide you through filing directly.

Remember: you have 9 months from delivery to file. Don’t wait.

Step 5: Follow Up and Negotiate

The carrier has 30 days to acknowledge receipt of the claim and 120 days to pay, decline, or make a settlement offer. In practice, many claims take 60-90 days to resolve.

Common outcomes:

Full payment: The carrier agrees the damage is their fault and pays the claimed amount.
Partial payment: The carrier offers less than claimed, citing depreciation, salvage value, or limited liability provisions.
Denial: The carrier denies responsibility, claiming the damage was pre-existing, caused by improper packaging, or falls under an exemption.

If the offer is too low, negotiate. Provide additional documentation. If the carrier denies the claim entirely and you believe they’re wrong, you have 2 years to pursue legal action.

Carrier Liability Limits

This catches many shippers by surprise. Under Carmack, carriers can limit their liability if the shipper agreed to it. Common scenarios:

LTL carriers: Most LTL carriers limit liability to $10-$25 per pound (check your carrier’s tariff). A 500-pound shipment worth $15,000 might only be covered for $5,000-$12,500 at $10-$25/lb.
Full truckload: Many carriers limit liability to $100,000 per load. If you’re shipping $500,000 worth of electronics, the standard coverage is insufficient.
Released value: Some discount rates come with “released value” liability — as low as $0.50 per pound. Your 1,000-pound shipment is covered for $500 regardless of actual value.

For high-value freight, ask about declared value (paying extra to increase the carrier’s liability) or purchase separate cargo insurance from a third-party insurer.

How to Prevent Freight Damage

The best claim is one you never have to file. Prevention strategies:

Package properly: Shrink-wrap pallets tightly, use corner protectors, band boxes to pallets, and use “DO NOT STACK” labels for crushable goods.
Palletize everything: Floor-loaded (loose) freight gets damaged more often than palletized freight. If possible, always palletize.
Photograph before shipping: Take photos of your freight in good condition before the carrier loads it. This is your proof of pre-shipment condition.
Use quality carriers: Work with a broker who vets carriers for safety records and damage history. The cheapest truck is often the most expensive when claims happen.
Load properly: Heavy items on the bottom, nothing hanging over pallet edges, adequate bracing for partial loads.
Mark fragile items: Labels won’t prevent rough handling, but they establish expectations and strengthen your claim if damage occurs.

For a complete overview of the freight shipping process, including packaging and preparation tips, see our how to ship freight guide.

How BlackBridge Handles Claims

If your freight is damaged on a BlackBridge Logistics shipment, we manage the claims process for you. We help document the damage, file the claim with the carrier, follow up, and push for fair resolution. You shouldn’t have to become a claims expert — that’s our job.

Have a freight claim question? Call (516) 252-3395. We’ll help you through it.

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