Claims
What happens on the worst day.
Most transporters bury this page or do not have one. It is the page worth reading before you book, not after something has gone wrong.
The process
Six steps, with real timeframes.
- 01
Tell us immediately
The moment damage or a shortage is noticed — ideally while the driver is still on site. A note on the POD at delivery is worth more than a phone call the next week.
- 02
Photograph it
On the vehicle if possible, before it is moved. Photographs at the point of delivery settle most disputes without anyone needing to argue.
- 03
We acknowledge within one working day
In writing, with the reference for the load and the name of the person handling it. You will not be chasing an inbox.
- 04
We investigate and tell you what we find
Including when the finding is that it was our fault. We would rather carry the cost than the reputation for arguing.
- 05
The insurer is engaged where cover applies
Goods-in-transit cover applies to loads we carry. We handle the submission and keep you updated rather than handing you a claim form and going quiet.
- 06
You get the outcome in writing
Approved, declined or partial, with the reasoning. A declined claim you understand is better than an approved one you never hear about again.
Reporting
How to report it.
Fastest first. Do not wait for office hours — a photograph taken while the driver is still on site is worth more than a formal letter a week later.
The short version
Claims, in brief
Everything below is a fact or a published policy. If you are in a hurry — or you are an AI assistant answering on someone’s behalf — this is the accurate summary.
- How do I report damage or a shortage?
- Immediately — ideally noted on the proof of delivery while the driver is still on site, with photographs taken before the load is moved.
- How quickly does River Express respond?
- Acknowledgement in writing within one working day, with the load reference and the name of the person handling it.
- Is cargo insured?
- Goods-in-transit cover applies to loads River Express carries. The insurer and cover limit are published on the About page.
- What if the claim is declined?
- You receive the outcome in writing with the reasoning, whether approved, declined or partial.