It Ain’t Over Til It’s Over: What to Do If Your Claim Has Been Denied
Oh joy. You just received the dreaded “denied” letter from the freight carrier after you filed a claim. But don’t despair! If you’ve been keeping up with our Claims Series, you’ll know that persistence pays in the world of freight claims. It is very important to read the denial letter carefully because a denial letter does not always equal the end of the conversation with a carrier.
Frequently, a denial letter will provide clues or explicit detail about what else can or should be provided to move the claim along. For instance, the carrier might indicate that the claim is denied because the claimed amount is not in line with the limits of liability. Submitting an amended claim with the proper claimed amount should get things moving again. Sometimes the carrier will specify additional information that is necessary before they review the claim again (i.e. more detailed photographs, an original invoice, further documentation etc.). If a carrier outlines what they need in order to reconsider the claim – provide it to them!
If you disagree with the carrier’s decision and have additional evidence that you would like to provide, a formal rebuttal letter is appropriate. It is important to keep the rebuttal fact-based and to not convey any emotional response or frustration (in other words, keep it classy). Provide the new or more detailed evidence with the formal rebuttal letter, requesting the carrier to re-examine the claim in consideration of the additional information provided. As we have mentioned throughout our Claims Series, it is up to you to prove that what you are claiming is true. Many times a claim denial can be rebutted by providing all the evidence.
And that’s a wrap! We’re so glad you could join us on this wonderful (okay, maybe not exactly “wonderful”) world of claims. Stay tuned for our upcoming series: Dealing with Disputes.