Claims Information

We pride ourselves on our ability to safely handle millions of shipments each year. We minimize the chance of accidental loss or damage to your freight through an aggressive internal claims prevention program. The reward for this effort is a claims ratio well below the industry average.

If you have a cargo claim, rest assured that we will handle your claim promptly and fairly. We follow the federal regulations set forth in 49 C.F.R. Part 370; industry guidelines; the National Motor Freight Classification; and the EXLA105 series rules tariff. We will make every effort to acknowledge your claim within 10 days of receipt and conclude all claims within 30 days, but some claims do require additional investigation time.

In the event of concealed damage, i.e., damage that was not noted on the delivery receipt because it was not readily observable on delivery, you must notify the local terminal within five days of receipt to request an inspection. Providing notice to Estes of any damage not specifically written on the delivery receipt, within five days of delivery, is a condition precedent to recovery. Please be sure to retain all cartons, packaging materials, and any other evidence related to the damaged shipment.

When filing a claim please follow the procedures listed below:

  1. File all claims in writing. List the PRO number, describe the damage and any known cause thereof, and state the specific dollar amount of the claim.
  2. Provide proof of payment of the freight bill, a copy of the Bill of Lading, and an invoice indicating the cost of the goods or a repair invoice for the parts and labor (when applicable).
  3. All claims must be received within nine months of the date of delivery, or within a reasonable time of the date of shipment if non delivery occurs.

If you have any questions about our claims policies and procedures, please contact your local Estes terminal, or call our Claim Resolution Services team at (804) 353-1900, Ext. 2030.

Claims Presentation Form [pdf]
You must have the Adobe Acrobat Reader to view the document.

How to submit a claim:
The best way to submit your claim information is through My Estes. Alternatively, you may mail it to us at the address below. Please do not file both via My Estes and via Mail, as this will delay processing.

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

Email: claims@estes-express.com - always include your PRO and/or Claim number in the subject line.

How to get an updated claim status:
There are also several ways to get an update on your claim status. If you have a My Estes account, you can check the status of your claim online. You can also contact the Claim Resolution Services team at 804-353-1900, Ext. 2030. The automatic claim status feature allows you to input your claim or PRO number and a destination ZIP code to access your claim status 24/7. You can also speak to a Claim Support team member during normal business hours (M–F, 8:00 a.m. to 8:00 p.m., ET) or leave a voice mail message. Finally, you can also email your request for a claim status to claims@estes-express.com.