Claim Chargebacks

by PEGGY MONSON, Adjuster for National Claims Services, Inc.

Claim chargebacks are a “hot topic” always and everywhere! The summer season is upon us and the claim-filing season will follow!

I have served as an agency claims adjuster and a TSP claims representative both sending in rebuttals and replying to agent rebuttals. I hope this information will be helpful, especially to claims personnel who are new to the household goods moving and storage industry this season.

The Transportation Service Provider processing the claim makes every effort to ensure the accuracy of claim charges to agents/drivers. There are many reasons an error may be made such not having received all of the relocation documents, missing information about the relocation, and occasionally human error. Some days there is just not enough coffee to get you through the day!

If you see a charge to your account and believe your account was incorrectly charged, there are effective ways to dispute a claim chargeback to your account. Your success depends on your liability for the shipment type, the specific information, and any documentation you provide to the TSP. Sending your rebuttal in writing will allow the receiver time to review the claim file with respect to your request.

When requesting a charge be reconsidered, explain briefly in detail your reason for disputing responsibility and include applicable documentation to support your position. 

• Check the rules/tariffs regarding the liability for each type of claim. Claim responsibility rules/regulations differ for each type of shipment interstate, intrastate, local, international, permanent storage, non-temporary storage, military shipments, national account or private transferee shipments. Evaluate if your office has liability for loss or damage based upon the rules/tariffs.

• Check your relocation forms: were all completed correctly and completely and submitted to the TSP? Could the absence of information, signatures, initials, or were any forms not provided to the TSP have resulted in this charge? If any documentation was not provided to the TSP, include the paperwork with your rebuttal.
  

• Look over the inventory pages. If the inventory pages list pre-existing damages as “SC W D G F R BR 1 2 3 4 5 6 7 8 9 10 12” are exactly the same for one or more line items, this generic description may not support a rebuttal.  The inventory description should be specific as to the location and nature of the damage present on the item prior to loading.  

• Were any photos taken by the relocation personnel before or during the relocation? Were these provided to the TSP? Photos of items taken should be received by the TSP prior to the claim filing. However, if not yet provided to the TSP at the time of the claim chargeback, you may want to include those images in support of your rebuttal for consideration.
  

• If there is information not in the documents to be considered, bring that to the attention of the TSP. Information regarding unusual circumstances during the relocation may be helpful in supporting your position.

Providing details in your rebuttal and documentation, where applicable, will ensure that your TSP can fully consider your request for credit.