Auto Transport Damage Claims, Handled Step by Step
If your vehicle arrives with damage, Navi verifies the carrier's insurance and gets you everything you need to file directly with them — fast. Carriers insured $100K–$1M per load. 55,697 vehicles shipped, rated 4.8/5.
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How our claims process works
More than 99% of the shipments we coordinate complete without a damage claim. When something does happen, here is exactly what to expect.
Navi Auto Transport — ranked the #2 car shipping company in America by Forbes — is a licensed, bonded auto transport broker. Every carrier in our network is FMCSA-registered and required to carry active cargo insurance before moving a single vehicle for us. If your car is damaged in transit, the carrier's cargo policy is what pays the claim — and Navi's job is to make sure it does.
We verify the carrier's insurance and hand you a complete claim packet — their contact, your BOL, their Certificate of Insurance — so you're never left guessing who's responsible or what to send them. Questions before you book? Start with our FAQ or the auto shipping help center.
Filing a claim in 5 steps
From delivery inspection to resolution — the first step matters more than all the others combined.
Inspect at Delivery
Walk around the vehicle with the driver. Compare against the pickup BOL. Note any new damage on the delivery BOL before signing, and photograph everything.
Report Within 24h
Email support@naviautotransport.com or call (302) 217-6438 with your order number, the signed BOL, photos, and a brief description.
Get Your Claim Packet
We confirm the carrier's FMCSA registration and active cargo insurance ($100K–$1M per load), then send you everything you need to file: the carrier's direct contact, your signed BOL, and their Certificate of Insurance — usually within one business day.
Insurer Reviews
Submit your packet to the carrier's insurer. Their adjuster evaluates your BOL notes and photos to determine liability. Stuck on a step or a document? Reply to your claim email and we'll help you sort it out.
Resolution
Approval brings reimbursement for verified repair costs or a repair authorization. Disagree with the decision? You can request a re-evaluation directly with the adjuster — reach out if you want help figuring out next steps.
Three damage scenarios, three different rules
How strong your claim is depends on when the damage is found. Here is the honest version.
Noted on the BOL at delivery
You spotted the damage during the delivery inspection and wrote it on the Bill of Lading before signing. The damage is documented in the transport record itself, with the driver present. These claims move fastest and are approved most often.
Discovered shortly after delivery
You signed a clean BOL and noticed the damage afterward. Report it to Navi within 24 hours with photos. Still viable — especially with pickup photos for comparison — but the insurer scrutinizes these more closely. Speed and photo evidence carry them.
Concealed damage found later
Undercarriage scrapes or issues hidden by dirt or low light can surface days later. Report as soon as you discover it. We'll still send you what you need to file, but the longer the gap, the harder it is to prove the damage happened in transit. Day-of-delivery photos are often the deciding evidence.
Navi Claims Department
Report damage here — we'll verify the carrier's insurance and get your filing packet to you fast.
How long a claim takes
Most claims resolve in 2–4 weeks. Here is the stage-by-stage breakdown.
| Claim Stage | Typical Duration | What Happens |
|---|---|---|
| 1. Report submission | Within 24 hours of delivery | You contact Navi with photos, the BOL, and shipment details. |
| 2. Claim packet prepared | 1–3 business days | Navi verifies your documents, confirms the carrier's insurance, and sends your complete claim packet. |
| 3. Insurance review | 5–15 business days | You file with the carrier's insurer; their adjuster investigates and determines liability. |
| 4. Resolution & payment | 5–10 business days after approval | Reimbursement, repair authorization, or settlement is processed. |
Claims involving inspections, multiple insurers, or disputed liability can run longer. Questions at any stage — a document the adjuster wants, a step that's unclear? Reply to your claim email and we'll help you sort it out.
How we keep claims rare
The best claim is the one that never has to be filed. Prevention starts before your car is ever assigned to a truck.
🛡 How Navi vets every carrier
Before a carrier can haul for Navi, our compliance team verifies active FMCSA registration with valid USDOT and MC numbers, confirms cargo insurance that meets our minimum coverage requirements, and reviews the carrier's safety record, claims history, and performance on past Navi loads.
Carriers that fall below our standards are removed from the network. This screening is the main reason more than 99% of our shipments complete without a damage claim.
✓ What you can do
- Photograph everything at pickup — bumpers, mirrors, wheels, roof — with time stamps on.
- Wash the car before pickup so existing marks are documented, not discovered later.
- Remove personal items and loose accessories — cargo insurance covers the vehicle, not contents.
- Read the pickup BOL before signing so every pre-existing mark is recorded.
- Inspect carefully at delivery and note anything new on the BOL before you sign.
Deciding between transport types? Enclosed transport adds full protection from weather and road debris for high-value vehicles, while open transport remains the safe, standard choice for daily drivers — both ship door-to-door.
Ship with a broker that stands behind every load
Licensed, bonded, FMCSA-registered · Carriers insured $100K–$1M per load · Claim packet in your hands within 1 business day
Claims — common questions
Direct answers to the questions our claims team hears most.