Claims Process

1. Overview

SafeTransit EXPRESS is committed to resolving claims fairly, efficiently, and transparently. This policy outlines the procedures for filing claims related to loss, damage, delay, or other service failures. We aim to acknowledge all claims within 48 hours and resolve them within the timeframes specified below.

This claims process applies to all SafeTransit EXPRESS services including domestic delivery, international freight, warehousing, and contract logistics. Separate procedures may apply for claims under specific service contracts — consult your account manager for details.

2. Types of Claims

SafeTransit EXPRESS accepts claims for the following categories:

• Loss: Total loss of shipment or individual packages within a shipment
• Damage: Physical damage to goods occurring during transit or handling
• Delay: Delivery beyond guaranteed or agreed timeframes (service-specific)
• Shortage: Partial delivery with missing items or quantities
• Misdelivery: Goods delivered to incorrect address or recipient
• Overcharge: Billing errors or incorrect rate application
• Concealed Damage: Damage not apparent at time of delivery but discovered upon unpacking

3. Filing Timeframes

Claims must be filed within the following timeframes from the date of delivery (or expected delivery for lost shipments):

• Visible damage or shortage: Within 7 calendar days of delivery
• Concealed damage: Within 14 calendar days of delivery
• Total loss: Within 30 calendar days of expected delivery date
• Delay claims: Within 21 calendar days of actual delivery
• Overcharge claims: Within 60 calendar days of invoice date
• International shipments: As per applicable convention (Warsaw, Montreal, CMR, Hague-Visby)

Claims filed outside these timeframes may be rejected unless exceptional circumstances are demonstrated. We strongly recommend noting any damage or discrepancy on the delivery receipt at the time of delivery.

4. How to File a Claim

4.1 Online Submission (Recommended)

The fastest method for filing and tracking claims:

• Log in to your SafeTransit EXPRESS account
• Navigate to "Claims" section in your dashboard
• Select the shipment and click "File a Claim"
• Complete the claim form with all required information
• Upload supporting documentation
• Submit and receive immediate confirmation with claim reference number

4.2 Email Submission

Send claims to claims@safetransitexpress.com with the following information:

• Tracking number or shipment reference
• Description of the issue (loss, damage, delay, etc.)
• Claimed amount with supporting value documentation
• Photographic evidence (for damage claims)
• Contact details for the claimant

4.3 Written Submission

Written claims may be submitted by mail to our Claims Department. Include all supporting documentation and clearly reference the shipment tracking number.

5. Required Documentation

To process your claim efficiently, please provide:

5.1 For All Claims

• Shipment tracking number or booking reference
• Commercial invoice showing value of goods
• Proof of delivery or signed delivery receipt
• Claim amount and calculation basis
• Claimant contact information and authority to claim

5.2 Additional for Damage Claims

• Photographs of damaged goods (multiple angles)
• Photographs of outer packaging condition
• Inspection report from independent surveyor (for high-value claims)
• Repair estimate or replacement quotation
• Notation on delivery receipt at time of delivery (if applicable)

5.3 Additional for Loss Claims

• Original purchase invoice or manufacturing cost evidence
• Packing list confirming items included in shipment
• Declaration of non-receipt signed by consignee
• Police report (if theft suspected)

6. Claim Resolution Process

6.1 Acknowledgment

All claims are acknowledged within 48 business hours of receipt. You will receive a claim reference number and the name of your assigned claims handler.

6.2 Investigation

Our claims team investigates each claim thoroughly:

• Review of shipment tracking and handling records
• Examination of packaging and delivery documentation
• Interviews with handling personnel where applicable
• CCTV review at relevant facilities
• Independent survey arrangement for high-value claims
• Coordination with carriers and subcontractors as needed

6.3 Resolution Timeline

• Standard claims (under $5,000): Resolution within 30 business days
• Complex claims ($5,000-$50,000): Resolution within 60 business days
• Major claims (over $50,000): Resolution within 90 business days
• Overcharge claims: Resolution within 15 business days

6.4 Outcome Communication

You will receive a written determination including:

• Summary of investigation findings
• Approved claim amount and calculation basis
• Payment method and expected payment date
• Reasons for any partial denial or reduction
• Appeal process information if the claim is denied

7. Liability Limits

SafeTransit EXPRESS liability is subject to the following limits unless additional coverage is purchased:

• Domestic road transport: Limited to $2.00 per pound or $100 per package, whichever is greater
• International air freight: Limited per Montreal Convention (22 SDR per kg)
• International sea freight: Limited per Hague-Visby Rules (667 SDR per package or 2 SDR per kg)
• Warehousing: As specified in storage agreement, default $50 per unit
• Enhanced coverage: Available at additional premium — contact your account manager

8. Exclusions

SafeTransit EXPRESS is not liable for loss or damage caused by:

• Insufficient or defective packaging by the shipper
• Inherent vice or nature of the goods
• Acts of God, war, terrorism, or government action
• Shipper's failure to comply with documentation requirements
• Undeclared high-value items or dangerous goods
• Delays caused by customs authorities or regulatory holds
• Indirect, consequential, or special damages unless separately agreed

9. Appeals Process

If you disagree with the claim determination:

• Submit a written appeal within 30 days of the determination
• Include any additional evidence or documentation supporting your position
• Appeals are reviewed by a senior claims manager not involved in the original decision
• Appeal determination issued within 30 business days
• If unresolved, disputes may be referred to mediation or arbitration as per service terms

10. Salvage & Mitigation

Claimants have a duty to mitigate loss:

• Damaged goods must be retained for inspection — do not dispose without authorization
• Reasonable steps must be taken to prevent further damage or deterioration
• Salvage value will be deducted from claim settlements
• SafeTransit EXPRESS may arrange collection of damaged goods for salvage

11. Contact

For claims assistance, status inquiries, or process questions:

• Claims Department: claims@safetransitexpress.com
• Claims Hotline: +1-800-SAFE-CLM (Monday-Friday, 8am-6pm EST)
• Account Managers: For contract customers, contact your dedicated account manager
• General Inquiries: Visit our Contact Page