Parcels Please (and CCL) Claim Process for Lost and Damaged Parcels

 

Parcels Please is a Trading Division of Consolidated Carriers Ltd, through this document, CCL refers to both booking made via the Parcels Please website, and the CCL website, ACE, and any bookings taken via the CCL customer service telephone line.

 

CCL Claims Process – What the claim handler should do

The purpose of this document is to formalise a process for handling claims in both an efficient and cost-effective manner, ensuring that the claim is dealt with quickly and in a professional manner.

NOTIFICATION FROM A CUSTOMER OR CARRIER OF A CLAIM

On receipt of notification of a damage or loss a note must be made in and linked to the relevant job, with details of the damage or loss.

ALL DIVISIONS

The Claim Handler will then notify the carrier and request a claim form from them for the specific consignment. Then a CCL claim letter should be issued direct to the customer, along with the Claims Form for the customer to complete – this should be faxed, posted or emailed (or a combination of all 3). Note the claim on the register and note Claim Number on job notes.

The completed Claims Form, along with the other documentation requested in the CCL claim letter, is returned by the customer for the attention of the Claim Handler.

TIMEFRAMES CUSTOMER HAS FOR CLAIMING

Business Post: 3 Days From date of claim letter
Interlink: 5 Days From date of claim letter
UPS 3 Days From date of claim letter
DHL 3 Days From date of claim letter
Pallets: 3 Days From date of claim letter

Any claim will become void if the customer does not respond within the times scale on the claim letter.

THE REST OF THE PARCELS & PALLETS CLAIMS PROCESS IS NOW MANAGED BY CLAIM HANDLER

BACK UP PAPERWORK REQUIRED: (2 copies needed: 1 for the carrier and one for CCL)

This should be provided with the completed Claims Form.
Cost Values – Full consignment and missing / damage articles.
Sales Value – Full consignment and missing / damage articles.
Repair Value: Value for repair excluding labour.

CLAIM LODGED WITH CARRIER

Once the back up paperwork has been received, Claim Handler will lodge the claim with the carrier, and detail it on the Claim Register, with details of any freight credit requested.

Approximate times for claims to be processed by carriers

Business Post: 2 months
Interlink : 4 weeks
UPS : 2 months
DHL : 2 months

Claim Handler will chase up claims, and put notes onto EBOS as required.

CLAIM RESOLVED / REFUSED

On resolution or rejection of a claim, a credit or rejection letter will be sent by Claim Handler to the customer. Any credits required will be raised manually by CCL Finance Department, at the request of Claim Handler (Finance require a copy of the Claim Form, details of the credit etc). Notes to this effect are logged on EBOS. Once a credit has been raised, Finance also put a note in the Claim Register.