Cargo Damaged in Transit? Inside Colivelo's 14-Day Claims Resolution
Key Takeaways
- Report within 48 hours of delivery — the 24-hour review clock starts the moment you file.
- The SLA is published: 24h acknowledgement, 5-day investigation update, 14-day resolution.
- Winning evidence: photos from multiple angles, BOL, commercial invoice, packing list, delivery receipt.
- All-risk cargo insurance is the primary compensation source — carrier liability is secondary.
Colivelo reviews every cargo damage claim within 24 hours, provides an investigation update within five business days, and delivers a resolution proposal within 14 business days, with full cargo insurance included on every shipment and a transparent three-step filing process.
The 3-Step Claims Process#
Colivelo's claims process is designed to be simple, fast, and transparent — one team handles both insurance and carrier liability claims, so you never get bounced between an insurer and a carrier.
- Step 1 — Report (within 48 hours)
File a claim through our claims portal or by email. You will need your tracking number, a description of the damage, and photographs. The 24-hour review clock starts the moment we receive your claim.
- Step 2 — Evidence (submit with claim)
Provide photographs of the damaged cargo, the original bill of lading, the commercial invoice showing value, the packing list, and the delivery receipt. Our team confirms receipt within 24 hours.
- Step 3 — Resolution (within 14 business days)
Colivelo investigates the claim, reviews the evidence, and proposes a resolution. If approved, we issue payment according to the insurance terms. If you disagree, you can appeal. The full process is documented in our Claims Process & Terms.
Evidence Requirements#
A complete claim file is the difference between a fast payout and a stalled one. Here is what wins:
| Evidence | What it proves | Priority |
|---|---|---|
| Damage photographs | Nature and extent of damage, wide shots + close-ups | Essential |
| Bill of Lading | Cargo condition at pickup — see BOL terms | Essential |
| Commercial invoice | Declared value of the goods | Essential |
| Packing list | Shipment contents and quantities | Essential |
| Delivery receipt | Condition at delivery, damage notations | Critical if noted |
| Repair estimate / survey | Cost to repair or total-loss statement | When applicable |
If the consignee noted damage on the delivery receipt, this is critical evidence. If the receipt was signed clean (no damage noted), the claim may be more difficult to support. Submit all evidence through the claims portal or by email.
SLA Timeline: What Happens When#
| When | What happens | You receive |
|---|---|---|
| Within 24 hours | Claim acknowledged and assigned | Confirmation email with claim number and your claims handler's name |
| Within 5 business days | Investigation update | Status: evidence reviewed, carrier/warehouse contacted |
| Within 14 business days | Resolution proposal | Written decision, payment amount if approved, and basis |
| 5 business days after acceptance | Payment issued | Bank transfer or company check |
This SLA applies to all shipments, domestic and international. Some complex claims involving third-party carriers or customs inspections may take longer, but we keep you informed at every stage. The numbers also appear in our verification documents — they are commitments, not marketing.
Insurance vs Carrier Liability#
There are two sources of compensation for cargo damage: cargo insurance and carrier liability. Cargo insurance is the primary source, covering the declared value up to the policy limit regardless of fault. Carrier liability under the Carmack Amendment (49 USC 14706) is limited to $25 per pound unless a higher declared value is agreed. For international shipments, the CMR Convention applies with liability limits based on weight.
“Carrier liability compensates you for what the law allows. Cargo insurance compensates you for what the cargo was worth. On every Colivelo load, the insurance comes first.”
Colivelo includes both cargo insurance and carrier liability coverage on every shipment — see Cargo Insurance for limits. Our claims team handles both, so you deal with one team and one process. If your cargo is worth more than the default coverage limit, declare a higher value at booking.
Preventing Damage: Packaging Best Practices#
A claim you never have to file is the ideal outcome. Use proper crating for heavy or fragile equipment — our equipment crating guide covers lifts, mowers and e-bikes in detail. Protect against moisture with barriers and desiccant packs, especially for ocean freight. Secure the cargo with straps and braces to prevent movement inside the container. Label clearly with Fragile, This Side Up, and Do Not Stack labels. Photograph the packed cargo before it leaves your facility as a baseline for condition at origin.
A clean delivery receipt weakens a damage claim. Inspect before signing wherever possible — notation on the receipt at delivery is the strongest single piece of evidence you can create.
Filing an Appeal#
If you disagree with Colivelo's claim resolution, you can appeal. Submit a written appeal within 30 days of the resolution, including any additional evidence. The appeal is reviewed by our Claims Review Board, which includes senior management not involved in the original decision. The board issues a written decision within 10 business days. If you still disagree, you may pursue arbitration as described in our Terms of Service. Arbitration is conducted in Elizabeth, Colorado.
Colivelo Proof Block
The 24h/5d/14d SLA on this page is a published commitment, not a promise — it is documented in our verification file and our Claims Process & Terms.
Tracking the shipment that carried your damaged cargo? The 9-scan timeline and its POD photograph are often the fastest way to establish where damage occurred.
Kenji Nakamura
Head of Cargo Insurance & Claims · 10yr · Colivelo Shipping
Kenji leads cargo insurance and claims at Colivelo. Ten years settling freight claims gave him a simple rule: the claim you never file is the one worth preventing — which is why evidence discipline matters as much as coverage. Reviewed and verified by Daniela Rojas, Managing Director.
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