FreightExchange gives you the ability to lodge a claim if the freight has been delivered as damaged or if you have been notified that the freight has been damaged while in transit.  You may refer to our full insurance information on this link.

Step by Step Guide

If the carrier has noted the damage of the goods while the freight is still in transit, they would contact FreightExchange about it.  The Customer Service team would then send the account holder an email to discuss the damages and request for instructions on how the consignment will be proceeded.  The account holder will then have an option to have it returned to sender (RTS), discarded or disposed of, or proceed with the delivery.

If no report has been received about the damages but the freight has been found as damaged upon delivery, the account  holder can report the issue up to 7 working days after the delivery date by following these steps:

1. Navigate to your Track page.
2. Find the booking using the search filters available.
3. Once located, click the "Need Help" button. 
4. The Enquiry window will pop-up.  Choose "Damaged Freight" from the drop-down menu.
5. Enter the details about the damage on the consignment and upload photos of the damaged goods.
6. Click "Save" to submit.

The information submitted via enquiry will be assessed by the Customer Service team and an insurance claim notice will be sent with instructions on how to file an insurance claim.

Step by Step Guide in Pictures

1. Navigate to your Track page.

2. Find the booking using the search filters available. 

3. Once located, click the "Need Help" button.

3. The Enquiry window will pop-up.  Choose "Damaged Freight" from the drop-down menu.

4. Enter the details about the damage on the consignment and upload photos of the damaged goods.

5. Click "Save to submit.