At Emerald Transport & Logistics, we prioritize the safe and timely delivery of your cargo. However, we understand that unforeseen circumstances may occasionally lead to damages or losses. To streamline the process and ensure your claim is handled efficiently, we have outlined the steps below.
Claim Submission Process:
Report the Issue:
- As soon as you notice any damage or loss, please report it to our claims department within 72 hours of receiving your shipment. This prompt notification allows us to take swift action and begin the investigation process. Claims submitted after 72 hours are invalid and declined.
Gather Documentation:
- To support your claim, kindly provide the following documentation:
- A copy of the original invoice for the damaged or lost items.
- Photos of the damaged goods, packaging, and shipping labels.
- A detailed description of the damages or loss.
- Any additional supporting evidence that may help us assess the situation.
Submit Your Claim:
- Once you have gathered the necessary documentation, please submit your claim via email to claims@emeraldtl.com. Include all relevant information and attach the supporting documents mentioned above.
Claim Review and Processing:
- Upon receiving your claim, our claims team will review the submitted documentation and investigate the circumstances surrounding the incident. This process may involve liaising with our shipping partners, warehouse teams, and insurance providers to ensure a thorough evaluation.
- Our goal is to complete the initial review within 10 business days. However, more complex cases may require additional time for investigation.
Resolution and Reimbursement:
- After the review is complete, we will communicate the findings and proposed resolution to you. If your claim is approved, we will arrange for the appropriate reimbursement or replacement, as applicable. Please note that reimbursement may be limited to the declared value of the items, as per the terms of our shipping agreement.
Additional Assistance:
If you have any questions or need further clarification regarding the claim submission process, please do not hesitate to reach out to our claims team at claims@emeraldtl.com or contact our customer support at 346-577-8180.