Handle a customer damage claim

Evidence, liability limits and a written answer, inside the time limits in your terms.

1. Log the claim with the date it came in
2. Check it was raised within the time limit in your terms. Most people forget this: Claims outside the notice period in your terms can often be refused
3. Get the signed delivery note and photos
4. Get the driver's account
5. Work out liability under your terms of carriage
6. Approve the offer (Operations manager signs off)
7. Send the decision in writing
8. Claim from your insurer or subcontractor if they are liable

All recipes