Claims Process & Terms

If your shipment is lost, damaged, or delayed, you may be entitled to compensation under cargo insurance, carrier liability, or both. Colivelo Shipping operates a single, streamlined claims process that covers both insurance and carrier liability claims — you deal with one team and one process, regardless of the source of compensation. This page describes the notice requirements, time limits, documentation, investigation process, and settlement terms applicable to all cargo claims filed with Colivelo.

Timely notice is essential to preserve your right to claim. The following time limits apply, based on the nature of the loss:

• Visible damage or shortage: Noted on the delivery receipt at the time of delivery, or notice given within 3 days of delivery.
• Concealed damage: Notice given within 15 days of delivery. Concealed damage is damage not visible at the time of delivery but discovered upon unpacking.
• Total loss or non-delivery: Notice given within 15 days of the date the shipment was scheduled for delivery.
• Delay claims: Notice given within 21 days after delivery of the goods.

Failure to provide notice within these time limits may result in denial of the claim, as the ability to investigate the cause of loss is compromised. These notice periods are in addition to the statutory time limits for filing a formal claim (see Section 3 below).

A formal written claim must be filed within 9 months of the date of delivery, or if the shipment was never delivered, within 9 months of the date the shipment was reasonably expected to be delivered. This deadline is established by:

• 49 CFR § 370.3 (US domestic motor carrier claims)
• 46 U.S.C. § 41105 (COGSA — 1-year time bar for suits against ocean carriers)
• Montreal Convention Art. 35 (2-year time bar for air carriage)

Claims received after the 9-month deadline may be rejected as untimely. We encourage you to file claims as soon as possible to allow prompt investigation.

Claims may be filed using any of the following methods:

• Online: Via our claims portal — create a claim, upload documents, and track progress.
• Email: Send all claim documents to support@coliveloshipping.com
• Mail: Colivelo Shipping, Claims Department, 47510 Private Rd 19, Elizabeth, CO 80107, USA

When filing, include your BOL number and shipment tracking number for faster processing.

A complete claim file must include the following documents. Claims that are incomplete will be placed in a pending status pending receipt of additional documentation. Colivelo will acknowledge receipt of a claim within 5 business days:

• Claim form: Completed and signed claim form (available on the claims portal), including the amount claimed.
• Bill of Lading: Copy of the BOL or transport document issued for the shipment.
• Proof of value: Commercial invoice, purchase order, or other evidence of the value of the goods.
• Proof of delivery: Delivery receipt with notations of damage or shortage, if applicable.
• Damage photographs: Clear photographs of the damaged goods and packaging, showing the nature and extent of the damage.
• Repair or replacement estimates: If the goods can be repaired, an estimate from a qualified repair facility. If the goods are a total loss, a statement to that effect.
• Survey report: If a survey was conducted by the insurance underwriter or an independent surveyor, include the survey report.
• Correspondence: Any correspondence with the carrier regarding the loss or damage.

Upon receipt of a complete claim file, Colivelo will acknowledge the claim in writing within 5 business days and assign it to a claims adjuster. The investigation may include:

• Review of the BOL, delivery receipt, and claim documents.
• Request for additional information or clarification from the Shipper or Consignee.
• Arrangement of an independent survey or inspection of the damaged goods.
• Communication with the Carrier regarding the cause of loss or damage.
• Determination of coverage under cargo insurance and/or carrier liability.

Colivelo will make every effort to resolve claims within 30 days of receipt of a complete claim file. Complex claims requiring survey or third-party investigation may take up to 120 days. We will provide status updates every 30 days during an ongoing investigation.

Upon completion of the investigation, Colivelo will communicate the claim decision in writing. If the claim is accepted, settlement will be made as follows:

• Cargo insurance settlement: Based on the declared value of the goods up to the policy limit, less any applicable deductible. Settlement is paid to the party named as the insured on the certificate of insurance.
• Carrier liability settlement: Based on the liability limit applicable to the mode of transport, unless a higher value was declared on the BOL.
• Salvage: If damaged goods have salvage value, Colivelo may arrange for salvage and credit the salvage amount against the settlement.
• Partial loss: If only part of the shipment is damaged, settlement is calculated proportionally based on the damaged portion.

Settlement payments are typically made by bank transfer or company check within 10 business days of the claim decision.

If a claim is denied, Colivelo will provide a written explanation of the reasons for denial, citing the relevant policy exclusion, liability limitation, or statutory provision. The Shipper may appeal a denial by submitting additional information or arguments within 60 days of the denial notice. Appeals will be reviewed by a senior claims adjuster and a decision communicated within 30 days of receipt.

If a claim cannot be resolved through the appeal process, the dispute shall be resolved in accordance with the dispute resolution provisions of our Terms of Service (Section 13). This includes good-faith negotiation followed by binding arbitration under the rules of the American Arbitration Association.

Upon payment of a claim, the insurance underwriter is subrogated to the Shipper's rights against the Carrier and any other responsible party. The Shipper agrees to cooperate with the underwriter's subrogation efforts, including providing documentation and testimony as may be reasonably required.