Training Your Driver on How to Handle Load Claims the Right Way

You don’t wait until the house is on fire to learn how to use an extinguisher. The same goes for load claims. If you’re running a trucking business — whether it’s one truck or ten — load claims aren’t a matter of “if.” It’s a matter of “when.”

When that day comes, your driver will either handle it like a pro or fumble it and cost your company money, time, and credibility. That outcome depends on what you do right now — not later.

A load claim is a formal complaint made by a shipper, broker, or receiver that the freight didn’t arrive in the condition it was supposed to — damaged, missing, late, spoiled, or otherwise noncompliant. It’s a paper trail that could lead to you eating the cost of a load you thought you’d already delivered.

Types of claims include:

Shortage – Part of the shipment is missing
Damage – Cargo is broken, dented, spoiled, or compromised
Delay – Load wasn’t delivered within the agreed time window
Contamination – Especially in food-grade or sensitive materials
Overage – You delivered more than what was on the bill

A single mishandled claim can trigger:

Cargo liability payouts (often up to $100,000)
Termination of contracts with shippers or brokers
Legal disputes and denied insurance claims
Lost access to certain lanes or load boards

Most importantly, your reputation takes a hit. If you’re running a small fleet, your name is your brand. The market is tight. You can’t afford that.

Here’s how you train your drivers to not make things worse.

Have your driver inspect the load thoroughly at pickup if allowed.
Are the pallets stacked correctly? Is there visible damage? Does the count match the BOL?
Make them note any exceptions on the bill of lading immediately before signing.
Consider a trailer mounted magnetic camera that is Bluetooth connected to your smartphone.

Pro Tip: Train your drivers to take photos before leaving the shipper’s dock if possible— especially if something looks questionable. That could be your saving grace.

Even if a shipper loads the trailer, you’re still liable for how it rides. That means:

Rechecking securement
Using load bars, straps, or blankets if needed
Verifying temp settings for reefer units

If your driver feels the freight shift in transit, that’s a red flag.

A late load in rare cases are treated the same as a damaged one.

If traffic, breakdowns, or weather delay your driver, they must notify dispatch and broker ASAP.
Always document communication and make sure the receiver is aware.

For food-grade reefer freight, small fluctuations can equal big claims.

Drivers must record temp readings at pickup and drop (both on the reefer and pulp temp). Some monitoring systems provide instant temp readings
Make sure they’re trained on how to read pulp thermometers and enter reefer codes.

Ensure the BOL is signed and stamped — with no exceptions unless noted
If the receiver refuses part or all of the freight, document why
Take clear photos of any damaged product

This documentation can be the difference between you paying out of pocket and insurance covering the load.

Training for response is great. Training for prevention is better. This may seem small but it’s the culture that you build that matters most.

Have a clear SOP for every freight type you haul. If you’re running food-grade, you need different protocols than if you’re running electronics.

Break it down by:

Make it readable and realistic — not a 100-page binder that collects dust.

Use digital forms (like Whip Around or Motive inspections) for:

Pre-trip trailer conditions
Door seals intact and logged
Reefer fuel and pre-cooling steps
Confirming BOL matches load contents

Post-trip reports should be mandatory, even if nothing went wrong.

Most fleets teach ELD logs and safety but leave claims handling to chance.

Include a “what to do in case of a claim” training module for every new hire:

Train your drivers to report only what they know. No guessing. No blaming.

Ask for:

Photos from the shipper and receiver
Screenshots of ELD route and HOS
Reefer data download logs (if applicable)
Witness names and phone numbers (if onsite)

Cargo claims should be routed to your insurance carrier within 24 hours.

But don’t rely on the insurer to fight for you. Build a clean documentation trail:

This is where your cargo insurance policy language matters. Understand if your policy includes:

Deductibles
Exclusions (e.g., spoilage from mechanical failure)
Claim reporting time windows

Q: Can a carrier deny a claim if they didn’t cause the damage?
A: Yes — but only if there’s clear documentation showing it was shipper or receiver fault. That’s why photos, BOL exceptions, and temperature logs are critical.

Q: Will my insurance cover every claim?
A: Not always. Many policies have exclusions — especially for spoilage, negligence, or mechanical breakdown. Read your fine print.

Q: How long do I have to file a claim with insurance?
A: It varies, but some insurers require notice within 24-48 hours of delivery. Waiting too long can void coverage.

Q: What if my driver didn’t report the issue until after they left?
A: That’s a major risk. Late reporting often voids coverage and prevents you from disputing the claim. Train your drivers to report before they leave the dock.

Load claims don’t just cost you money — they expose how strong (or weak) your operation truly is. You’ll find out if your driver’s trained, if your SOPs hold up, and if your paperwork can stand the heat.

The best defense is preparation. Train your drivers like every load is one mistake away from a $10,000 claim. Because sometimes, it is.

This is the game we’re in. And if you want to stay in it — if you want to scale in it — then treat claims prevention and handling as seriously as you treat revenue.

The post Training Your Driver on How to Handle Load Claims the Right Way appeared first on FreightWaves.

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