THE CLAIM PROCESS
We extend our sincerest apologies for any damage and/or inconvenience you have incurred throughout the process of your move. Please see below an outline of what to expect each stage of the claim process.
STAGE 1 – REGISTERING YOUR CLAIM ONLINE:
Once on the site, www.cafcps.org click on the tab icon titled “File A Claim” and fill out the necessary information in the fields provided. Please note this is ONLY the registration part of your claim/complaint, therefore we would only need a general outline of your claims/complaints. Shortly after registering we will contact you to provide you with the opportunity to submit any additional supporting documents i.e. photos, receipts, notations made on documentation from the move, etc. Remember: There are procedures set by the government that you as the customer, and your moving company, are obligated to follow. Please read the back of the moving contract, labeled “BILL OF LADING”. You will find the various terms and conditions governing your type of moving contract on the reverse side.
STAGE 2 – CLAIM REGISTRATION ACKNOWLEDGEMENT NOTICE:
Once we receive your claim registration through our site or via email, it is entered into our system’s database and a file is generated. A Claim Acknowledgement Letter will be sent to you via email within 24–72 hours of the following business day. This email will ask that you please allow 2 - 5 business days for us to validate your patronage with the company you are filing a claim/complaint against.
STAGE 3 - CLAIM PROCEDURES PACKAGE (CPP):
Once your registration is validated we will then contact you to gather further details. The next correspondence you will receive from us will be a Claim Procedures Package, which you will need to fill out and submit to us. The package itself is self-explanatory but our customer service hotline is open Monday through Friday 10:00 am to 5:00 pm EST, feel free to give us a call with any questions. The package will request for you to validate your claims and provide supporting documents, such as a letter detailing all of the inconveniences incurred as well as any damage and/or loss, a copy of all documentation from your move, and photographs of the damaged items (if any). A lot of the information requested is only for us to better validate your claims and is not mandatory.
STAGE 4 – RECEIVING & PROCESSING YOUR CLAIM PROCEDURES PACKAGE:
After we receive your Claims package, a Claim Specialist will begin the process in hopes of validating your claims/complaints and seeking resolution. The Claim Specialist will take everything submitted into consideration and contact all the involved parties accordingly. If your submitted Claim Procedures Package does not meet the requirements within, we will send you a notice (via email ) of what supportive documentation is still needed. Note: Until we receive all of the necessary information, your file cannot be processed and it is posted in our system as PENDING. Once all the requirements are met, we will provide you with the final opportunity to submit any additional information should you wish to or request to conclude our investigation. Sequentially offering settlement.
STAGE 5 – FURNISHING & ACCEPTING COMPANY’S SETTLEMENT LETTER:
Once your moving provider determines the claim settlement amount, a "SETTLEMENT OF CLAIM & GLOBAL RELEASE OF LIABILITY FORM" is sent out to you via email. This form shows the amount of the settlement and the conditions of accepting the settlement. At this time you will only be required to sign and notarize the settlement letter before returning it to us. Once you email this form back to us, we will record it in your file and forward it on to your moving provider for them to release final payment. It is important to remember that we are a third party claims processing company. We do not issue your check, your contract is with the moving provider (the responsible party) and they will issue you a check.
STAGE 6 – HOW TO REBUTTAL YOUR SETTLEMENT OFFER (IF NEEDED):
It is our intention that you are able to make the best of the dispute process should you choose to file one. The Dispute process is a one-time opportunity to re-file missing information to better support your claim. If you are not satisfied with the settlement offer made by your carrier, you must email your dispute request, the reason for disputing along with any supporting documents to the same email address you’ve sent all prior correspondence to.
Remember: Your claim has already been reviewed once and a settlement letter was issued based on the information you provided. Please read your settlement letter carefully as it will allow you to better understand the reasons for the determination and if any information was missing. Please Note: All disputes are being reviewed by a Senior Claim Specialist. No third review of a claim is allowed.