Claims
- How do I file a claim?
- Which claims guidelines does Estes follow?
- What is my deadline for filing a claim?
- What if I discover concealed damage?
- How long will it take for my claim to be processed?
- How do I check the status of my claim?
Don't see your question here? Send us an e-mail and we'll be happy to help.
Q: How do I file a claim?
A: To file a claim for lost or damaged freight, fill out the claims presentation form. The easiest way to submit the claim is through your My Estes account. You may also fax it to us at 804-232-1407 or mail it to us at the address below. Please do not file the claim through multiple venues, as this will delay processing.
Address:
Estes Express Lines
Attn: Claim Resolution Services
P.O. Box 25612
Richmond, VA 23060
Fax number: 804-232-1407
NOTE: If filing a claim related to an Estes Forwarding Worldwide (EFW) shipment, use the EFW claims presentation form.
Q: Which claims guidelines does Estes follow?
A: We adhere to the claims guidelines set forth in federal regulation 49 C.F.R. Part 370, as well as the principles and practices for investigation and disposition of claims provided in the freight claim rule book of the American Trucking Associations and as provided in the National Motor Freight Classification, and the EXLA105 series tariff.
Q: What is my deadline for filing a claim?
A: All claims must be received within nine months of the date of delivery, or within a reasonable time of the date of shipment if non-delivery occurs.
Q: What if I discover concealed damage?
A: In the event of concealed damage, please notify the local terminal within 15 days of the time of delivery and request an inspection. Please be sure to retain all cartons and packaging materials from the damaged shipment.
Q: How long will it take for my claim to be processed?
A: We make every effort to conclude claims within 30 days of receipt; however, some claims require additional investigation. We will acknowledge the claim within five working days of receipt of the written claim.
Q: How do I check the status of my claim?
A: There are several ways to get an update on your claim status. If you have a My Estes account, you can check the status of your claim online. You can also contact the Claim Resolution Services team at 804-353-1900, Ext. 2030. The automatic claim status feature allows you to input your claim or PRO number and a destination ZIP code to access your claim status 24/7. You can also speak to a Claim Support team member during business hours (8:00 a.m. to 8:00 p.m. ET) or leave a voice mail message. Finally, you can also e-mail your request for a claim status to claims@estes-express.com.
