You don’t wait until the house is on fire to learn how to use an extinguisher. The same goes for load claims. If you’re running a trucking business — whether it’s one truck or ten — load claims aren’t a matter of “if.” It’s a matter of “when.”
When that day comes, your driver will either handle it like a pro or fumble it and cost your company money, time, and credibility. That outcome depends on what you do right now — not later.
A load claim is a formal complaint made by a shipper, broker, or receiver that the freight didn’t arrive in the condition it was supposed to — damaged, missing, late, spoiled, or otherwise noncompliant. It’s a paper trail that could lead to you eating the cost of a load you thought you’d already delivered.
Types of claims include:
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Shortage – Part of the shipment is missing
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Damage – Cargo is broken, dented, spoiled, or compromised
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Delay – Load wasn’t delivered within the agreed time window
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Contamination – Especially in food-grade or sensitive materials
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Overage – You delivered more than what was on the bill
A single mishandled claim can trigger:
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Cargo liability payouts (often up to $100,000)
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Termination of contracts with shippers or brokers
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Legal disputes and denied insurance claims
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Lost access to certain lanes or load boards
Most importantly, your reputation takes a hit. If you’re running a small fleet, your name is your brand. The market is tight. You can’t afford that.
Here’s how you train your drivers to not make things worse.
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Have your driver inspect the load thoroughly at pickup if allowed.
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Are the pallets stacked correctly? Is there visible damage? Does the count match the BOL?
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Make them note any exceptions on the bill of lading immediately before signing.
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Consider a trailer mounted magnetic camera that is Bluetooth connected to your smartphone.
Pro Tip: Train your drivers to take photos before leaving the shipper’s dock if possible— especially if something looks questionable. That could be your saving grace.
Even if a shipper loads the trailer, you’re still liable for how it rides. That means:
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Rechecking securement
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Using load bars, straps, or blankets if needed
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Verifying temp settings for reefer units
If your driver feels the freight shift in transit, that’s a red flag.
A late load in rare cases are treated the same as a damaged one.
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If traffic, breakdowns, or weather delay your driver, they must notify dispatch and broker ASAP.
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Always document communication and make sure the receiver is aware.
