Frequently Asked Questions

Found 10 FAQs matching “claims”
Can I receive claims updates by email?

A. Yes. We encourage you to provide your email address in order to accelerate the claims process. When an address is provided, we use email to let you know:

  • Your claim has been received
  • If and when your claim has been paid, to include important information such as the check number and date 
  • If and when your claim has been denied, to include any documentation used to support our decision

If you don’t have an email address on file with Estes or our Claims Department, you will continue to receive your claims acknowledgements by U.S. Mail. If you’d like to make sure we have your email address so you can start enjoying this new, streamlined process, simply sign up for a My Estes account, or include your email address on your next Claims form.

Can I file a claim online for a Canada shipment?

A: Yes. In the unlikely event of shipment damage or loss, you can file a claim here.

What if I discover concealed damage?

A: In the event of concealed damage, please contact the local terminal within five days of delivery to request an inspection. Please be sure to retain all cartons and packaging materials from the damaged shipment.

What is my deadline for filing a claim?

A: All claims must be received within nine months of the date of delivery, or within a reasonable time after the date of shipment if non-delivery occurs.

How do I file a claim?

A: To file a claim for lost or damaged freight, log into your My Estes account and fill out the online form on our Claims page. We also offer a blank, downloadable form that can be faxed to 804-232-1407 or mailed to the address below. Please do not file the claim through multiple channels, as this will delay processing.

Estes Express Lines
Attn: Claim Resolution Services
P.O. Box 25612
Richmond, VA 23060

NOTE: If filing a claim related to an Estes Forwarding Worldwide (EFW) shipment, use the EFW claims presentation form. If filing a claim related to an Estes Logistics shipment, email EstesLogistics@estes-express.com.

Which claims guidelines does Estes follow?

A: We adhere to the claims guidelines set forth in federal regulation 49 C.F.R. Part 370, as well as the principles and practices for investigation and disposition of claims provided by the ATA Freight Claim Rulebook, the NMFC, and our Rules Tariff.

How do I check the status of my claim?

A: Estes offers several ways to check claim status:

• If you are logged into My Estes, you can check the status of your claim online
• Call 804-353-1900, Ext. 2030, on weekdays between 8 a.m. and 8 p.m., Eastern Time
• Email your request for a status update to claims@estes-express.com

How long will it take for my claim to be processed?

A: We make every effort to conclude claims within 30 days of receipt; however, some claims require additional investigation. We will acknowledge written claims within five working days of receipt.

Where can I find the shipping forms I need?

A: Whether you have a domestic, international, or offshore shipment, our Shipping Forms and Documents page provides convenient, online access to the most commonly used shipping forms, such as:

General Forms

Country-Specific Forms

  • Bills of Lading
  • Certificates of Origin
  • Commercial Invoices
  • EEI Authorization
  • Electronic Export Information

Which online reports are available?

A. We offer six reports—each with real-time data that can easily be formatted, shared, downloaded immediately, or scheduled to run as needed:

Click the above links for downloadable instructions that can help you set up, format, schedule, and share each report type.

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