Take in freight damage and shortage claims
When a shipper reports damaged or missing freight, the system collects the details and evidence, checks the load and delivery documents, and opens a claim file with the right deadlines. A claims specialist handles the decision and the carrier conversation. For brokers who gather claim evidence by email.
Take in freight damage and shortage claims
6 steps
At a glance
- Trigger
- A shipper or consignee reports damage or shortage by email, phone or portal.
- Typical inputs
- Claim notice and photos
- Load, BOL and POD records
- Carrier agreement and liability terms
- Invoice and declared value
- Systems it usually connects to
- Outlook
- McLeod
- Google Drive
- Slack
- How the work splits
4 rules, 1 model, 1 person steps
How it runs, step by step
6 steps, each tagged by what does the work. Rules are fixed logic, a model reads or drafts, and a person decides.
- Rules Fixed logic in code
- Model AI reads or drafts, with a confidence score
- Person A named person decides
- 1
Read the notice
ModelA model extracts the load number, what was affected, the claimed amount and the date of discovery.
- 2
Match and check the documents
RulesThe load, BOL and POD are pulled, and exceptions noted at delivery are compared with the claim.
- 3
Ask for missing evidence
RulesA request goes to the claimant listing photos, invoices and packing details still needed, and reminders follow.
- 4
Open the file and set deadlines
RulesA claim record is created with filing and response deadlines calculated from your terms and the carrier agreement.
- 5
Decide and negotiate
PersonA claims specialist evaluates liability, contacts the carrier and agrees the outcome with the shipper.
- 6
Close and record
RulesSettlement, recovery and documents are logged, and the claim is linked to the carrier's scorecard.
Where people approve
The decisions that stay with your team, whatever the confidence score says.
- A claims specialist decides on liability and settlement.
- Payments above a set value need management approval.
- Communication with carriers about fault is sent by a person.
KPIs to track
What to measure, before and after. Targets come from your own baseline.
- 01Days from notice to a complete claim file
- 02Claims with a missed filing deadline (should be zero)
- 03Time to resolution by carrier
- 04Claims that arrived with no photos
Questions about this workflow
Does it decide who is liable?
No. Liability depends on contract terms, delivery notes and law, and a specialist makes that call. The system gathers evidence and tracks deadlines so nothing lapses.
Can it handle cargo-insurance claims too?
It can prepare the file for an insurer using the same evidence. The submission and negotiation remain with your team or broker.
Which steps use rules, a model and a person?
Rules: match and check the documents; ask for missing evidence; open the file and set deadlines; close and record. Model: read the notice. Person: decide and negotiate. Rules are fixed logic in code. A model reads or drafts and reports its confidence. A named person decides.
What do we need to start?
Typically: claim notice and photos; load, BOL and POD records; carrier agreement and liability terms; invoice and declared value. You also need read access to Outlook, McLeod, Google Drive and Slack, or the equivalents you use. A workflow audit measures your volumes and past cases first, then gives a fixed price for the build, so you can decide with real numbers.