What to Do if Your Car Arrives Damaged After Shipping

Inspect before completing the handoff

Compare the car with pickup photographs and its condition report in a safe, well-lit place. Look at panels, glass, wheels, bumpers, and previously documented damage. Do not crawl under an unsupported vehicle or inspect while unloading is in progress.

Take close-up and wider photographs. Record the delivery date, location, carrier, and booking reference. If darkness or weather limits inspection, document those conditions and promptly explain what could not be checked.

Record damage without signing an inaccurate statement

Ask for new damage to be described on the delivery record and obtain a copy. Distinguish acknowledging receipt from agreeing the vehicle is undamaged. Read the wording instead of signing an inaccurate statement because the handoff feels rushed.

If the driver disagrees or refuses the note, preserve photographs and promptly report the issue in writing to the carrier. Document the disagreement factually. Do not physically confront anyone or turn a paperwork dispute into an unsafe situation.

Preserve the evidence

• Pickup and delivery reports and bills of lading.
• Original photographs and videos.
• Accepted quote, agreement, terms, and receipts.
• Carrier and booking-company details.
• Written communications and a dated timeline.
• Repair estimates or professional inspection findings.

Before non-urgent repairs, ask what inspection opportunity and supporting evidence are required. If urgent work is needed for safety, document why and retain the records. Consider the claim process before discarding damaged parts.

Send a proper written claim

For covered shipments, 49 CFR Part 370 requires a written claim identifying the shipment, asserting liability, and seeking a specified or determinable amount. Damage notations and inspection reports alone do not meet those minimum requirements.

Verify the proper carrier’s claim channel, follow its applicable instructions, and retain proof of submission. A message to a booking company or an insurance inquiry should not be assumed to satisfy filing with the responsible carrier.

Check deadlines and follow up

Review the bill of lading, agreement, and relevant law promptly. Notice, formal claim, and legal-action deadlines are separate matters. Road, ocean, and international arrangements can differ; do not use a general online deadline as a reason to wait.

Part 370 includes acknowledgment and claim-handling provisions for covered carriers. They do not promise automatic payment. Keep a communication log and seek qualified advice if a substantial loss, denied claim, or deadline is involved.

If damage is discovered after signing

Document when and how you discovered it, preserve earlier condition evidence, and notify the carrier promptly. Signing at delivery can affect the evidence, but a general article cannot decide whether your claim succeeds.

Describe observations without guessing the cause. A mechanical problem may require professional inspection to distinguish transport damage from a pre-existing issue. Our insurance guide explains why coverage and responsibility need separate consideration.

A complaint is not a substitute for the claim

You can report appropriate interstate transport issues through FMCSA’s complaint system. Reporting does not replace claim filing or guarantee compensation. For international ocean matters, check whether FMC assistance applies.

For a shipment connected to a Highroad inquiry, use our contact form to request the appropriate contact. Do not place sensitive documents or a complete claim file in the general quote form; use the verified process required for your shipment.