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ClaimsWhen freight is lost or damaged: what to do, who responds, and what we will not promise
A claim is handled against the carrier’s cargo policy, not against a Portlandia insurance policy. This page tells you what to send, how fast to send it, and exactly what happens after you report a loss.
The response times and dollar limits below belong to the carrier’s cargo policy, not to Portlandia Logistics. We do not publish a Portlandia claims SLA, and we do not hold a broker liability or contingent cargo certificate. Ask for the carrier’s certificate before you tender; if the limit does not cover the load, do not tender.
1. Report the loss within 48 hours
Send the report in writing so there is a timestamped record. Do not wait for the carrier to ask.
- What happened — short description, date, location and the load or invoice number.
- Signed delivery receipt or POD — including any exception, shortage or damage note written at delivery.
- Photos — the freight, the packaging, the trailer or box interior, and the seal or load bar if present.
- Packing list and invoice — for the claimed value; repair or replacement estimates if the freight can be repaired.
- Carrier and driver details — from the rate confirmation and BOL.
Email the claim desk(502) 385-3399
After hours, call the dispatch line at (502) 385-3399. Mon–Fri dispatch hours are 8:00am–6:00pm ET.
2. What happens after you report
- We open the carrier claim and send the carrier’s cargo insurer the load record, rate confirmation, BOL and POD you provided.
- We confirm receipt in writing and give you the carrier’s claim contact and claim number.
- The carrier’s insurer sets the timeline — acknowledgment, inspection and disposition are governed by the carrier’s policy and the law that applies to the shipment.
- We document the exception at pickup or delivery so the claim file reflects what the driver saw, not what was assumed later.
- We do not pay claims from a Portlandia policy — no such certificate has been issued to the entity to date.
3. What we will not claim
| Not claimed | Why |
|---|---|
| Portlandia cargo insurance or a broker liability policy | No certificate has been issued to the entity. Coverage is the carrier’s, verified per load. |
| A fixed Portlandia claim-payment timeline | The carrier’s policy and the applicable law set the timeline; promising a different one would be invented. |
| A guaranteed claim outcome | Liability depends on the carrier’s contract, the BOL exceptions and the evidence in the file. |
Nothing on this page changes the terms of the rate confirmation or the carrier’s agreement.
Before the load moves
Carrier authority, auto liability and cargo certificates are checked before dispatch. See what we verify.
Hours
Desk: Mon–Fri 8:00am–6:00pm ET
After hours: emergency line via dispatch
(502) 385-3399
Documents ready before the load moves
The rate confirmation prints the accessorials and the confirmed total. The invoice is issued at exactly that amount.