Frequently Asked Questions - Cargo Claims
1. Who may file a loss and damage claim?
- The shipper, the consignee, or a third party who has title to the goods may file a claim.
2. What documentation is needed to file a claim?
- A claim must be presented with a statement describing the goods lost or damaged and how the amount of the claim was determined. This statement should be supported with a copy of the bill of lading or Roadway freight bill, a copy of an inspection report if one was performed, and a copy of the vendor's original invoice or other document to establish the value of the goods.
3. What is the time limit for filing a cargo loss and damage claim?
- A cargo claim must be received by the carrier within nine months of the date of delivery, or in the case of nondelivery, within nine months after a reasonable time for delivery has elapsed.
4. Do I have to retain the damaged goods?
- The damaged articles should be retained along with all of the packaging material until picked up by the carrier or until the claim is settled.
5. How long will it take for my claim to be settled?
- Once your claim has been received with the proper documentation, Roadway will acknowledge receipt of the claim and attempt to settle it within 30 days. Investigation of some claims may take longer. Roadway processes over 90% of claims within 30 days or less. If your claim cannot be settled within 120 days, Roadway will notify you and keep you informed at 60-day intervals until the claim is settled.
6. Can my claim be faxed to Roadway?
- Yes, our fax number for filing cargo claims is 866-840-5691.
7. If I fax my claim, should I also send Roadway a copy by mail?
- No, if you transmit your claim to us by fax, it is not necessary nor desirable to send us another copy by mail.
8. Do I need to have the damaged goods inspected by Roadway?
- If your goods are damaged, you should call your local Roadway terminal as soon as possible after delivery. They will determine if it is appropriate to have the damaged goods inspected.
9. The Roadway claim form has a space for my claim number. What should I put there?
- If you do not have a system of numbering your claims for your own purposes, you can leave this space blank.
10. How can I find out if you have received my claim and determine my Roadway claim number?
- You can determine the Roadway claim number and the status of your claim by dialing 1-800-ROADWAY and following the menu directions. You can also check the status claim online.
