Is your shipment lost or damaged? Use the information below to help guide you in the claims process and provide answers to some of the most common questions about filing a claim with XGS.
If you are still struggling to complete a claim, we encourage you to reach out to our Customer Service team via the chat located in the lower right-hand corner or email them at xgscustomerservice@xgsi.com.
Q: What should I do if I receive a damaged package?
A: You should immediately inspect the package and its contents in the presence of the delivery driver. If the freight is damaged, provide a detailed notation on the Delivery Receipt. You have (5) days after you have accepted a delivery to report concealed damage.
Document the damages by taking photos from all angles and including them in your claim. The more documentation provided, the quicker we will be able to process your claim.
Q: What kind of damage can be claimed?
A: Any damage that occurs during transportation can be claimed. This includes visible damage to the packaging or the goods themselves, as well as hidden damage that is discovered after the package has been opened.
Q: Who can file a claim?
A: The payor must be the one to file a claim or release it to a third party. An email releasing the shipment can be sent to xgscargocare@xgsi.com.
Q: How long do I have to file a claim?
A: A claim can be filed up to (9) months following the delivery date. Concealed damage must be reported no later than (5) business days after accepting the shipment.
Upon receipt of claim acknowledgment, XGS will pay or refuse the claim within 120 days of receipt of the claim. All freight charges must be paid before the claim will be processed.
Q: How do I file a claim?
A: The easiest way to submit a claim is through the XGS Customer Portal. Review instructions for filing an online claim HERE. If you are unable to access the portal, you can submit our Claims Form to xgscargocare@xgsi.com.
Please provide the following information when completing the submission of a claim: PRO number, description of the damage, the value of the damaged items, and any supporting documentation (such as photos or receipts).
Q: What kind of compensation can I expect to receive?
A: The amount of compensation will vary depending on the circumstances of the damage. We pay off the limit of liability outlined in our rules tariff.
If you have a shipment that exceeds our limit of liability, we suggest including the declared value on the shipment.
Q: Can I prevent shipping damage from occurring?
A: While it is impossible to prevent all shipping damage, there are steps you can take to minimize the risk. This includes using sturdy packaging materials and properly labeling packages with "fragile" or "handle with care" stickers.