Claims Guide
What to Do If Your Car Is Damaged in Transit (Claims Guide)
A knocked bumper is rare with a careful carrier, but if it happens, the first ten minutes at delivery decide your claim.
We've transported vehicles since 2014 and genuine transit damage is uncommon — but when it occurs, customers who follow the process get paid quickly, and those who don't end up arguing. The single most important habit is the condition report signed at both ends. It's the paper that settles who owes what.
This pairs with our transit insurance guide— read that first if you want to know what's covered.
1. Don't Sign Clean If It's Not
The delivery receipt is your acceptance that the car arrived as it left. If you see a new scratch or dent, refuse to sign it "OK." Write the damage on the report in front of the crew, photograph it, and have the crew lead initial it. A clean signature is the fastest way to lose your right to claim.
2. Gather Evidence Immediately
- Photos of the damage from multiple angles
- The signed delivery report noting the new damage
- Your pre-transport photos for comparison
- The consignment / booking number
- Odometer and overall condition shots
3. Report Within the Window
Most policies require notice within 24 to 48 hours of delivery. Report the same day, even if you're still deciding on a repair. A late report is the most common — and most avoidable — reason a claim is declined. Keep the carrier's acknowledgement (a WhatsApp or email is fine).
4. Who Pays, and How
The transit insurer pays the claim, subject to the excess stated on your policy; the carrier supports it with the condition reports. You'll typically be asked for a repair estimate from a workshop, and the payout follows the declared value, not a guessed figure. Declaring the right value at booking is what makes this smooth.
5. If They Blame "Pre-Existing"
Your pre-transport photos and a clean pickup report are the answer. If damage wasn't recorded at pickup, it's presumed to have happened in transit. That's exactly why we photograph and note every car at both ends. For the cover behind all this, see our transparent pricing, where transit insurance is a clear line item on every vehicle shipment.
Frequently Asked Questions
What is the first thing to do if I see damage on delivery?
Do not sign the delivery receipt as clean. Note the damage on the report in front of the crew, photograph it from angles, and get the crew lead's sign-off. Signing clean waives your claim.
How long do I have to report transit damage?
Usually within 24 to 48 hours of delivery, per the policy. Report the same day — a delay is the most common reason claims are rejected.
What evidence makes a claim succeed?
Pre-transport photos, the signed condition report noting the new damage, delivery photos, and the consignment number. An inventory taken at pickup is your strongest proof.
Who pays — the carrier or the insurer?
The transit insurer pays, subject to the excess. The carrier files or supports the claim with the condition reports. That's why the report at both ends matters.
What if the carrier says it was pre-existing?
Your pre-transport photos and the clean pickup report answer that. If the damage wasn't noted at pickup, it's presumed to have occurred in transit. Keep your copy of the pickup report safe.
Is personal property left in the car covered?
No. Items left inside the vehicle are not covered and shouldn't be there. Only the vehicle itself falls under a car transport policy.
Read Next
More Transport Guides
Transport With Proof, Not Promises
Sohail Brothers photographs and reports every vehicle at both ends, so a claim is never a debate.