How To Inquire About a Claim

• About Cargo Claim Status
• How To Use the Tool
• Reading the Status Page

How To File a Claim

• Filing a Claim
• Time Limits
• Documentation Requirements
• Our Handling of Your Claim

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How To Inquire About a Claim

About Cargo Claim Status

Use Claim Status Inquiry to check on the status of a claim you've submitted.

How To Use the Tool

Simply follow these instructions to check the status of your claim(s) online.

1. Select a number type from the drop-down menu:
   • Canada Claim #
   • Customer Claim #
   • PRO #
   • New Penn Claim #
2. Enter 10 or fewer numbers of the type selected in Step 1, one number to a field.
3. Click Go; the claim status for the number(s) you entered appears at the top of the page.

Reading the Status Page

The status page will list the information we have in our system about your claim, beginning with the PRO number. Check the information to ensure that it applies to your claim. If you erred entering your number, please re-enter it in the field at the bottom of the page.

Tips:

• To communicate with the investigator reviewing your claim, click his/her name to go to a page where you can provide comments and send an email.
• Click the Attach hyperlink next to Documentation on the inquiry results page to attach requested documents or other information.
• Click View next to Documents to see documents associated with your claim.
• You may use the Inquiry section at the bottom of the page to submit new claims inquiries without having to return to the initial page.

How To File a Claim

Filing a Claim

Only the shipper, consignee or third party who has claim or title to the goods may file a claim.

You must file your claim with the origin or destination transportation provider or with the provider on whose line the loss or damage occurred if known.

Online claim filing is available to registered customers. Filing your claim through our online tool ensures that all required information is available to our representatives when you submit your claim. Online filing also allows you to upload supporting documents and provide additional information/comments to our claims personnel.

Additionally, when you are registered, several of the required fields will be filled in for you not only in our claim filing tool, but also in many other online tools.

If you cannot file your claim online, fax or mail it to:

New Penn Cargo Claims
PO Box 7903
Overland Park, Ks. 66207
Fax: 866-840-5691 (toll free) or 913-905-8726

Note: If you fax your claim, please do not send a duplicate by U.S. Mail.

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Time Limits

The bill of lading contract specifies that we must receive a claim within nine months after the delivery of property or, in the case of nondelivery, within nine months of the date the shipment was picked up.

Shipments originating in Canada are subject to these Canadian Bill of Lading Contract Terms and Conditions:

• Notice of loss, damage or delay of goods must state the origin, destination, date of shipment and estimated amount of the claim.
• Notice of claim must be given in writing to the originating carrier or the delivering carrier within 60 days after delivery or, in the case of nondelivery, within 9 months of the shipment date.
• A final claim statement must be filed with a copy of the paid bill within nine months of the shipment date.

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Documentation Requirements

You must provide:

• A claim statement, indicating the merchandise that was lost or damaged and how the amount of the claim was determined.
  • Registered customers may use the online claim filing tool.
  • Non-registered customers may file the statement using our Cargo Loss & Damage Claim form (ISC-270).
• A bill of lading or consignee's copy of the delivery receipt, showing that New Penn transported the goods. You must provide a copy of the bill of lading, signed by a New Penn driver, if the New Penn PRO number, usually appearing on the delivery receipt, is unknown.
• A delivery receipt with the loss or damage noted on it or a copy of the New Penn Inspection Report (ISC-219) as evidence of loss or damage.
• An invoice or other document establishing your cost for the lost or damaged goods and an invoice for repairs made to restore the merchandise to its original condition if applicable.
• For damage claims a photo or photos of the damaged product must be included to establish the nature and extent of damage.

The following documents by themselves are insufficient to file a claim:

• Bad order reports
• Appraisal reports
• Notations of exceptions on delivery receipts
• Inspection reports or requests
• Proof of delivery requests

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Our Handling of Your Claim

After we have received your claim with the proper documentation, we will acknowledge its receipt and attempt to settle it within 30 days.

Investigating some claims may take longer. If your claim cannot be settled within 120 days, New Penn will notify you immediately about what you need to do to conclude your claim. New Penn will continue to keep you informed at 60-day intervals until your claim is settled.

New Penn may refer your claim to other carriers if they were involved in the shipment's transport; we will notify you of this referral. It usually takes longer to investigate a connecting line claim than it does if New Penn is the only carrier involved.

If a delay in settling your claim occurs, we ask your understanding. If you think the delay is excessive, feel free to call us at (913) 344-5174 at any time or write to us concerning the status of your claim:

New Penn Cargo Claims
PO Box 7903
Overland Park, Ks. 66207

Please include the New Penn claim number in all communications.

Check the status of your New Penn Claim.

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