--- title: How to file a claim description: If you've experienced lost or damaged freight, we've got you covered. File a claim and we'll make things right. --- [Skip to content](https://help.mothership.com/how-to-file-a-claim#main-content) [![](https://help.mothership.com/hs-fs/hubfs/unnamed-1.png?width=150&height=15&name=unnamed-1.png)](https://mothership.com) Open main navigation Close main navigation How can we help you? - There are no suggestions because the search field is empty. 1. [Mothership Help Center](https://help.mothership.com/?hsLang=en) 2. [General](https://help.mothership.com/general?hsLang=en) 3. [Claims and Insurance](https://help.mothership.com/general?hsLang=en#claims-and-insurance) # How to file a claim ## If you've experienced lost or damaged freight, we've got you covered. File a claim and we'll make things right. ### What is a freight claim? A claim is a written request for reimbursement for loss or damage to a shipment. A claim should describe the manner in which the goods are damaged or lost and should include an itemized list of product damage/loss and its cost and/or cost incurred to recoup or salvage. ### Freight charge reimbursement ### Can I get my freight charges reimbursed as part of a claim? Yes, in limited cases. If you want reimbursement for freight charges, you must include those charges when you first file the claim. - Add freight charges on the initial claim submission. - If you leave them out, the carrier will not reimburse freight fees later. They cannot be added retroactively.   ### When do carriers typically approve freight charge refunds? Carriers vary. Some refund freight charges only for the lost or damaged portion. If you bought FreightProtect™, freight charges are eligible for reimbursement. Either way, include your freight charges when you first file the claim. They can't be added later. ### Where can I find the Mothership freight claim form? If your shipment is lost or damaged, you can submit a claim from the claims section of your dashboard once the shipment status changes to **Completed**. The claim form blocks submission until a shipment reaches Completed status to ensure all carrier documentation, inspections, or lost freight searches are final. You can search for your completed shipments using delivery dates, shipment numbers, or locations. For more details on why shipments must reach Completed status first, see [Why can't I file a claim yet?](https://help.mothership.com/why-cant-i-file-my-claim-yet?hsLang=en) Additionally, when searching for a shipment, you can use the **MS#** or specific shipment details to locate the relevant record quickly. ![](https://help.mothership.com/hubfs/Knowledge%20Base%20Import/Screenshot+2023-11-28+at+1_28_48%E2%80%AFPM.png) Once your shipment is selected, indicate whether it was partially damaged or lost or whether the entire shipment was completely damaged or lost, and select "Create claim draft." Use the search function to input the **MS#** or shipment details, simplifying the process of locating the correct shipment record. From there, you'll need to provide the following information: **Damaged Freight** - Detailed photos of freight at pick up (if available) - Detailed photos of the damaged freight or equipment upon delivery - A detailed description of the incident and damage (e.g. number of boxes or pallets, value of items) - Commercial invoice - Any salvage/repair information - Upload all supporting documents in **PDF format**. Other formats (e.g., XLSX, DOCX, TXT, TIF) are not accepted. - Ensure invoices are in **English** and expressed in **USD denominations**. - For itemized claims, list items individually with details such as the item's name, cost per item, and weight per item. Costs should reflect the **wholesale or manufacturer value**. - Include an invoice for salvage or repair values, in English, summarizing the repair or salvage value in USD. Note that salvage value will affect the total claim amount, and repair value will adjust the claim to that amount. **Concealed Damage** - If no damage was visible at the time of delivery but you find it after breaking down the freight, that's called concealed damage. Report concealed damage to Mothership as soon as you find it, and no later than 5 days after delivery. Most carriers require notice within 5 business days, and a few allow up to 15 days. After that, the carrier may deny the claim unless you can show the damage happened in transit. **Lost Freight** - Detailed photos of freight at pick-up and inventory list of shipped (if available) - A detailed description of lost items (e.g. number of boxes or pallets, value of items) - For photos, acceptable formats are **JPG, JPEG, PNG, or HEIC**. - If submitting videos, email them to [claims@mothership.com](mailto:claims@mothership.com) with the shipment number in the subject line to ensure proper identification. Once you have filled out this form, we will file a claim with the carrier or with the independent contractor's insurance on file to resolve your case. You'll receive email updates from us when the status of your claim changes, and you can always revisit the claims section of your dashboard for the latest updates. ### How quickly should I follow a claim? Claims should be filed in a timely manner to allow inspection, salvage, mitigation, and investigation of the damage or loss before change in the condition of the product or claim situation occurs. Although a claimant has at least 9 months from the date of delivery to file a claim with the carrier, prolonged filing times prohibit a thorough review of all aspects of the claim, so we urge the claim to be filed as quickly as possible. A claim should be filed for all lost and damaged freight. It is important to mark the proof of delivery when damage, or suspected damage, has taken place. ### Does the timeline differ when freight is lost vs. damaged? When a shipment shows a shortage or potential lost freight, the Mothership team immediately contacts all terminals along the route to search for it. - You don't need to do anything while we search. - If the freight isn't located within **5 days**, we confirm it as lost and automatically move the shipment status to **Completed**. - Once the status updates to **Completed** (and you receive a confirmation email), you can submit your claim with confirmed details. ### What does the claims process look like, and how long does it take? Upon notification of loss/damage, Mothership will conduct a review process with the underlying carrier and associated facility, requesting all documentation. The customer will complete the Claim Form, then Mothership will submit the entire claim to the carrier & respective insurance provider for review. The carrier will review and research the shipment to identify the validity of the claim. By law, the carrier must pay, decline, or make a settlement offer within 120 days. If it needs longer, it must send you a written status update every 60 days until the claim is resolved. ### What if my claim is denied? If additional information becomes available after a claim is declined, Mothership will file a rebuttal on your behalf. ### How long does a claim take? You can file your claim as soon as your shipment reaches **Completed** status. After filing, the carrier must acknowledge the claim within 30 days and pay, decline, or make an offer within 120 days. Filing with a Completed status ensures all final paperwork is attached up front, helping avoid amendments that can stretch out the claim timeline. ### What if the claimant has a non-US address? If the claims form's owner/claimant field won't accept a non-US address, enter the US consignee's information where a US address is required and note in the claim that the owner is international, with full contact details. If you're still blocked, contact Support. **Related Articles:** - [Why can't I file my claim yet?](https://help.mothership.com/why-cant-i-file-my-claim-yet?hsLang=en) - [What are the secrets to a successful claim?](https://help.mothership.com/what-are-the-secrets-to-a-successful-claim?hsLang=en) - [What does the "shipment status" mean?](https://help.mothership.com/what-does-the-shipment-status-mean?hsLang=en) - [FAQs](https://help.mothership.com/faqs?hsLang=en#main-content) - [Technical Questions](https://help.mothership.com/faqs?hsLang=en#technical-questions) - [Getting started](https://help.mothership.com/getting-started?hsLang=en#main-content) - [Access Plan](https://help.mothership.com/getting-started?hsLang=en#access-plan) - [General](https://help.mothership.com/general?hsLang=en#main-content) - [Billing](https://help.mothership.com/general?hsLang=en#billing) - [Quoting and Booking](https://help.mothership.com/general?hsLang=en#quoting-and-booking) - [Shipping](https://help.mothership.com/general?hsLang=en#shipping) - [Tracking](https://help.mothership.com/general?hsLang=en#tracking) - [Support](https://help.mothership.com/general?hsLang=en#support) - [Claims and Insurance](https://help.mothership.com/general?hsLang=en#claims-and-insurance) - [Reports](https://help.mothership.com/reports?hsLang=en) - [Integrations](https://help.mothership.com/integrations?hsLang=en) - [Product Updates / Changelog](https://help.mothership.com/product-updates-changelog?hsLang=en) - [Glossary](https://help.mothership.com/glossary?hsLang=en) - [Account](https://help.mothership.com/account?hsLang=en#main-content) - [Notifications](https://help.mothership.com/account?hsLang=en#notifications) - [Podcast](https://help.mothership.com/podcast?hsLang=en) - [Terms & Policies](https://help.mothership.com/terms-policies?hsLang=en) Copyright © 2026, Mothership Technologies, Inc.