COD Claims Process
The following information provided is general in nature to assist you
in completing your claim package. You must file your claim with us
within 9 months from the date of delivery. We will pay, decline, or
make a firm compromise settlement offer in writing to you within 60
days after receiving your claim. If your claim package is not complete
or is missing required documentation, we will correspond with you and
explain what is needed.
When you complete your claim form, please keep in mind, for us to
properly adjudicate your claim you will have to provide us with the
following information:
(a) A brief description of the item (e.g., dresser, sofa, television,
china), including brand name, style, model, size, pattern, etc.
(b) The extent of the damage (e.g., chipped on top, scratched on sides,
etc.), or if the item was not delivered, simply state "missing"
(c) The inventory number from the "Household Goods Descriptive Inventory"
that matches the item you are claiming
(d) The original cost of the item being claimed (for gifts, estimate
this cost)
(e) The date (month and year) you purchased/acquired the item
(f) The amount you are now claiming for reimbursement
Note: If the space provided on the form is not large enough, a
continuation sheet may be used. Ensure you sign and date both the
claim form and any continuation sheet you may attach.
If an item is missing at delivery, we will make every effort to find the
item through extensive tracer actions for a period of 30 days after your
household goods delivery date. Please call our tracing department at
1-800-356-4194 ext 3282 to initiate a tracer action for missing items.
We do not trace on hardware. Hardware is the customer’s responsibility.
Please keep in mind, our liability for damaged items is the cost of
repair or replacement, whichever is least for all claims, including
"full replacement value" claims. Therefore, all damaged items must be
substantiated with proof of value at the time of tender to our company.
Our office will contact a repair firm to make arrangements for repair,
if possible, to your damaged items. If your bill of lading indicates
a released value of 60 cents per pound per article, we will only be
liable for the weight of the item times 60 cents. If we pay you "full
replacement value" for an item, it is our legal right to salvage the
damaged item we are replacing and we will advise you if salvage is
warranted.
Documents to substantiate all claimed loss or damage are most important
to the claims process. You must provide an original purchase receipt if
you have one or find a like item replacement from the Internet or a
catalog and provide this substantiation with your claim package.
Additionally, you must provide a like item replacement to substantiate
your claim on missing items for which you are claiming more than 50
dollars to replace. You must also provide photographs of the items you
are claiming to prove the item you are claiming is a like item to the
replacement model. According to the U.S. Customs Service, in order for
an item to qualify as an antique an item must be at least 100 years old.
If you have an antique, you will be required to prove that the item
possesses a demonstrably inherent value regardless of its purchase price,
the place where it was purchased, the prestige of the label it bears, or
its sentimental or personal attraction. The mere fact that an isolated
appraiser might be found who could assign a value to it in excess of its
purchase price does not meet this burden of proof. In absence of credible
evidence of value, reimbursement is limited to out-of-pocket loss, or the
reasonable replacement price of a substantially similar substitute item.
If you chose and signed for Full Replacement Value with no deductible on
your bill of lading, you may contact our office to initiate an estimate
of repair.
If you have any questions concerning your claim package, please feel free
to call our office at 1-800-356-4194 or you can email us at
claims@carlylevanlines.com.
We cannot accept faxed or emailed claims packages. However, we will
accept pictures of damages to your property.
|
| 
