US Freight Claims Procedure

We are sorry to learn of the loss experienced with your recent Mainfreight shipment and will make every reasonable effort to facilitate your claim equitably and promptly. Prior to filing any claim, please contact your Mainfreight Team to advise them of any incident and/or intent to file a claim.

General Information:

• All claims must be submitted within the specified time-frame outlined in the terms and conditions applicable to your shipment. (All terms and conditions can be found at https://www.mainfreight.com/americas/en-nz/product-terms-conditions.)
• A claim will not be processed until all Mainfreight transportation charges have been paid. It is specifically prohibited for any claim amounts to be deducted from transportation charges.
• It is the claimant's duty to prove Mainfreight received the freight in good condition at origin and that damages or loss occurred while in Mainfreight's custody.
• All packing materials and any damaged merchandise must be retained and carefully maintained through claim investigation and resolution.
• Any claimant other than the beneficial owner of the goods that were shipped must provide proof that a claim has been paid to the beneficial owner of the goods, OR obtain written assignment of rights for claim settlement from the beneficial owner of the goods.

 

Online Claim Filing – Quick and Convenient

Take advantage of the many benefits of filing your claims online:

For Ground Transport Shipments, easily submit your claim here: You can now file a claim directly through our Mainchain website using your customer login.
👉 Click here to access Mainchain 

For Air and Ocean Shipments, easily submit your claim here: Click here complete our Claim Submission Form and email it along with all required documents to: ammficlaims@mainfreight.com

Unsure if you have a Mainchain login? If you're a customer but not sure whether you have login access, please contact your local Mainfreight branch.
👉 Find your local branch in our directory 

Don’t have a Mainchain login? No problem—simply complete our Claim Submission Form and email it along with all required documents to: ammficlaims@mainfreight.com

Filing your claim: 

• Identify the Mainfreight bill of lading number, claimant name and address. Do not submit more than one claim on each form.
• Specify a reason for claim. 
• Determine the total packing pieces and/or individual units affected. 
• Determine total affected weight only.
• Determine the dollar amount which accurately represents your loss and provide a calculation as to how the total claim amount was determined.
• Attach the required documentation to submit the claim: Bill of lading, commercial invoice, Mainfreight freight invoice.

Collect all additional supporting documentation to establish your claim, including:

• A copy of the delivery receipt (if available)
• Repair and/or salvage information (Note: It is the claimant’s legal duty to mitigate their loss and minimize the amount of a claim whenever possible)
• If repairs or salvage is not available a statement on company letterhead explaining why, is needed.
• Once claim has been concluded, and if repairs/salvage are not attainable, a disposal receipt is needed 
• Loss/Damage inspection report (if performed)

All available photographs in color (please send via email only, do not fax) to ammficlaims@mainfreight.com 


Pursuant to Mainfreight, Inc.’s  applicable terms and conditions, a claim must be submitted within the following time frame(s) following delivery or intended delivery:

• DOMESTIC SHIPMENTS: ALL claims (damage/ shortage/ non-delivery/ etc.) on domestic shipments must be filed within 90 days of delivery. However, a claimant legally has 9 months from the date of delivery to file a claim, when exception has been taken on the delivery receipt.
• INTERNATIONAL AIR SHIPMENTS: Damage claims on international air shipments must be filed within 14 days of delivery (as required by law). Delay claims on international air shipments must be filed within 21 days of delivery (as required by law). Non-Delivery claims on international air shipments must be filed within 120 days of delivery (as required by law). 
• OCEAN SHIPMENTS: Any notice of loss or damage (damage/ shortage/ non-delivery/ etc.) on ocean shipments must be provided within 3 days of delivery. Failure to provide timely notice results in the presumption that cargo was delivered in good order.
• CONCEALED DAMAGES: ALL claims (concealed damage/ concealed shortage/ concealed pilferage/ etc.) must be filed within 7 days of delivery on domestic and international shipments, and within 3 days of delivery on ocean shipments, for claim consideration.

Note: It is the responsibility of the claimant to file a freight claim within the applicable time frame and to respond to any requests from Mainfreight for supporting documentation. Your claim will not be processed until properly supported. The claim will then be concluded based on facts determined during investigation. Any delay in response to requests for additional information or documentation may result in delay of resolution of your claim or in the closing of your file. Any conflict between the information on this page and the terms and conditions to which you agreed with respect to the shipment at issue shall be resolved in favor of those terms and conditions to which you agreed.