Claims Process

Step 1: Inspect Freight Upon Delivery

The consignee must thoroughly inspect all freight at the time of delivery. Any visible damage, shortages, or discrepancies must be noted on the delivery receipt or bill of lading before signing. Take photographs of:

• Damaged items from multiple angles
• Damaged packaging or containers
• Labels and identifying marks
• The delivery receipt showing notations

If damage is not visible until after unpacking (concealed damage), document the damage within 5 days and notify us immediately.

Step 2: Notify MapleHaul

Contact our claims department as soon as possible after discovering loss or damage. While you have 9 months to file a formal claim, early notification helps us investigate and resolve issues quickly.

Claims Contact Information:

• Email: [email protected]
• Phone: +1 (604) 555-7890
• Mail: Claims Department, 1250 Marine Drive, Vancouver, British Columbia V7P 1T5

Step 3: Gather Required Documentation

To process your claim, we require the following documentation:

• Original bill of lading with shipper and consignee signatures
• Commercial invoice showing commodity description and value
• Delivery receipt with damage/shortage notations
• Photographs of damaged items and packaging
• Packing list showing contents and quantities
• Repair estimates or invoices (for damage claims)
• Replacement invoices (if items were replaced)
• Inspection reports (if available)
• Detailed claim letter describing the loss/damage and amount claimed

Step 4: Submit Formal Claim

Submit your formal claim in writing with all required documentation. Claims can be submitted by:

• Email: [email protected] (preferred method)
• Mail: Claims Department, 1250 Marine Drive, Vancouver, British Columbia V7P 1T5

Your claim letter should include:

• Claim number (if previously assigned)
• Shipper and consignee names and addresses
• Bill of lading number and shipment date
• Description of loss or damage
• Date loss/damage was discovered
• Amount claimed with supporting calculations
• Contact information for follow-up

Step 5: Claim Investigation

Once we receive your claim, our claims department will:

• Acknowledge receipt within 3 business days
• Assign a claim number for tracking
• Review all documentation
• Contact the driver and terminal personnel
• Inspect damaged freight (if still available)
• Verify shipment records and delivery confirmation
• Determine liability and cause of loss/damage

We will contact you if additional information or documentation is needed. Please respond promptly to avoid delays in processing your claim.

Step 6: Claim Resolution

MapleHaul will respond to your claim within 30 days with one of the following outcomes:

• Approved: Claim is accepted and payment will be issued
• Declined: Claim is denied with explanation of reasons
• Partially Approved: Claim is accepted for a reduced amount
• Under Investigation: Additional time is needed; status update provided

If your claim is approved, payment will be issued within 15 days of approval. Payment may be made by check, wire transfer, or credit to your account (for approved credit customers).