ACT is committed to damage free transportation. By working closely with customers, ACT has achieved one of the lowest claim frequency ratios in the industry. However, in the event of damage or loss to a shipment, the following steps need to be followed:

Step 1

The receiver must note any damages/shortages to the shipment on the delivery receipt AT THE TIME OF DELIVERY. In the case of damages, please ensure that photographs are taken of the goods where they are located at the time the damage is noticed. This should be PRIOR to the goods being removed from the delivery vehicle.

Step 2

The claimant must immediately report the damage or shortage to ACT by one of the following method:

• Email to claims@appscargo.com
• Call 1 866 247 2960
• Fax to 604 946 8877

When reporting damage or loss, make sure to have the following information:

• Name and address of consignee
• Contact details
• Date of arrival
• Probill number
• Container or trailer number
• Driver name
• Description of damages or shortage
• Photographs

ACT may arrange for a cargo damage inspection within 48 hours. Make sure not to unpack or discard any of the packaging as this may limit ACT liability.

Step 3

Review Items 800 to 860 of ACT Rules Tariff 100 for more information on the claims process and limitations on carrier liability. Note that ONLY the owner of the goods may be the claimant. Third parties cannot be a claimant without an assignment of rights by the owner of the goods.

Step 4

The shipper or receiver must file a Notice of Intent to Claim in writing by email to claims@appscargo.com, completing the online form on the tab of 'notice of intent' next to this page or by fax to 1-905-451-2778. Note that the following information is required:

• Shipper and consignee details
• Origin and destination
• Shipping and delivery dates
• Probill number
• Shipment detail: commodity, pieces and pounds
• Bill of lading
• Delivery receipt/POD
• Packing slips
• Description of damages or shortage
• Estimated value of the loss
• Number of items damaged
• Package and product condition
• Suspected cause of the damage
• Photographs

Note that there is a hard and fast limit of 60 days from the date of delivery for filing of the notice of intent.

Step 5

The shipper or receiver must file a Final Claim in writing by email to claims@appscargo.com, completing the online form by download here from this link or by fax to 1-905-451-2778. Note that the following information is required:

• Copy of filed Notice of Intent
• Bill of Lading and Proof of Delivery
• Paid Freight invoice
• Suppliers invoice showing value of the goods at time of shipment
• Final Claim Amount
• Location of the goods for pickup and salvage (or amount of salvage allowance if product has been disposed of)

Note that there is a hard and fast limit of 9 months from the shipping date for filing of the Final Claim.

Step 6

ACT will process the final claim within 60 days and inform the claimant of the decision in writing. In the event that ACT accepts liability, the customer must sign a final release which will include the granting of a right to the proceeds of salvage (if applicable) to ACT. In the event that the product has been disposed of without agreement, the ACT will deduct a salvage value from the claim amount. Once the final release has been received by ACT a cheque will be issued payable to the claimant.