Damage Claim Information
Condition Reports, Photos, and Damages — Important things to know when shipping your vehicle.
Step 1: Pre-Shipping
HOW TO TAKE PHOTOS OF YOUR VEHICLE
Pre-shipping photos must be taken at the Point of Origin
Pre-shipping photos must be taken at the Point of Origin, meaning the location where the shipment actually begins. This may be the terminal, commercial pickup location, the meeting location with the truck driver, or the residence only if the shipment is a door pickup. Photos taken at home, at a dealership, or elsewhere are not a replacement for Point of Origin photos unless that is where the vehicle was released for shipment.
The vehicle should also be clean enough for its condition to be properly documented. Snow, dirt, or debris may hide damage and can affect whether a claim can be validated. Snow-covered or excessively dirty vehicles may not be insured for damage, scratches, or dents that may be hidden during shipment.
Failure to provide proper Point of Origin photos may result in the claim being denied.
Step 2: Receiving Your Vehicle
When you receive your vehicle, check it over carefully for any new damage.
If you notice damage at pickup or delivery, do not move the vehicle until the damage has been documented with photos. Report the damage to the terminal staff, security guard, release agent, or delivery driver before leaving. Damage should also be noted on the Bill of Lading, condition report, or release paperwork where available.
Any damage must be reported in writing to MVS Canada immediately upon receiving the vehicle. Photos of the damage must be submitted within 24 hours. Failure to report the damage and submit photos within this timeframe may result in the claim being denied.
Step 3: Submit A Claim
Immediately after noting the damage on the vehicle, email MVS Canada with the photos and the details of the type of damage and its location(s) on the vehicle.
When submitting a damage claim, please include:
- Order number
- Vehicle year, make, model, and VIN if available
- Description and location of the damage
- Clear close-up photos of the damage
- Wider photos showing where the damage is located on the vehicle
- Point of Origin photos taken when the vehicle was dropped off or picked up for shipment
- A copy of the Bill of Lading, condition report, release paperwork, or terminal paperwork, if available
- Confirmation of whether the damage was reported to the driver, terminal staff, security guard, or release agent
- Confirmation of whether the vehicle is still at the terminal or lot, or has already been moved
If you notice damage while the vehicle is still at the terminal or pickup lot, please report it to terminal staff or security before leaving, take photos immediately, and contact MVS Canada right away.
Valid Open Trailer / Train Transport damage claims are subject to a $750 CDN deductible unless the Deductible Buy-Down was purchased for the shipment.
The optional Deductible Buy-Down eliminates the deductible for valid damage claims. The cost for this option is $50 per shipment for eligible vehicles.
Depending on the mode of transport, some types of damages may not be covered by insurance. The terms and conditions that you were sent when you booked your order has all the details on what is and isn’t covered. If you need any clarification please email or call us.
Step 4: Claim Investigation and Results
Once we receive your email with the photos and details regarding the damage to your vehicle, we will investigate your claim further. We will provide an initial update or next steps within 5 business days. Full claim resolution may take longer depending on how quickly carrier records, condition reports, repair estimates, and claim decisions are received.
MVS Canada assists with submitting damage claims to the carrier and helps facilitate communication during the review process. MVS Canada acts as an intermediary, and the final decision and liability for damages rest with the carrier.
Frequently Asked Questions About Insurance & Damage Claims
These are the most common questions that come up in regards to damage claims. If you can’t find what you are looking for below, please refer to the Terms and Conditions document for further documentation of the damage claim procedure.
How often do vehicles get damaged while in transit?
Not very often. We keep track of all damage claims and based on 10 years of historical data, the risk of damage happening on a vehicle is about 0.35%, or 1 out of every 300 shipments. The mode of transport can factor in as well, as vehicles shipped by rail are less likely to be damaged due to the enclosed nature of the rail shipping.
| Legitimate Claims vs. Total Orders | All Claims vs. All Orders | ||
|---|---|---|---|
| Legitimate Paid Out Claims | 14 | Total Claims Made (including legitimate, not covered, or fraudulent) | 79 |
| % of Total Orders | 0.30% | % of Total Orders | 1.69% |
Historical 2022 claim data. These figures are provided for reference; please contact us for the most recent statistics.
Do I need my own insurance on the vehicle if it’s already covered by carrier insurance?
Yes, we recommend you have the vehicle insured as not everything is covered by carrier insurance (expanded below).
Is there a deductible involved when filing a damage claim?
Yes. Valid Open Trailer / Train Transport damage claims are subject to a $750 CDN deductible unless the Deductible Buy-Down was purchased for the shipment, in which case the deductible is eliminated for valid claims.
Why do I need to take photos of my vehicle at drop off and how does this affect any potential damage claim?
We require at least 24 high quality photos at the time of vehicle drop off. This is to document the condition of the vehicle prior to transport. If we can’t prove the condition of the vehicle at the time of shipping, a claim may not hold up. Unfortunately, if no photos were uploaded at the time of loading, we cannot guarantee that the damage reported occurred in transit. Claims filed without photos taken at drop-off will be immediately denied.
damage-claims
If you notice possible transit damage at delivery or terminal pickup, do not move the vehicle and do not sign for it as received in satisfactory condition until the damage has been reviewed and documented.
Follow these steps before moving the vehicle from the delivery point:
1. Report the damage immediately to the person at the pickup terminal, the driver, or the delivery agent.
2. Do not move the vehicle until the damage has been looked at and documented.
3. Write the damage on the Bill of Lading, release form, or condition report before signing. Be specific about the location and type of damage.
4. Take clear photos immediately, including close-ups of the damage and wider photos showing the vehicle’s overall condition.
5. Sign only after the damage has been noted on the paperwork.
6. Email MVS Canada right away with the photos and a written description of the damage.
Our damage-claim instructions state that new damage must be shown to the terminal or delivery person, noted on the paperwork, photographed before taking possession or driving away, and reported to us immediatesly.
If the vehicle is moved before the damage is documented, or if the Bill of Lading is signed without noting damage, the claim may be denied. Signing the Bill of Lading or inspection report without noting damage confirms the vehicle was received in satisfactory condition, and that moving the vehicle before photo documentation may invalidate the claim. Damage photos must also be submitted within 24 hours.
The claims manager will open a file and request reports from all carriers and drivers involved. This can sometimes take weeks to acquire all reports, review and confirm damage, and have you (the customer) obtain damage estimates. From start to finish, some claims can even take months to resolve, depending on the nature of the damage and which carriers are involved.
To ensure a fair and equitable process on a legitimate claim, you may be asked to obtain multiple estimates. Depending on the claim and carrier requirements, the final claim documentation may require up to 3 repair estimates. This is to ensure fairness and to confirm that the garage conducting the repair is not elevating prices or attempting to gouge anyone involved. The carrier paying for the repair has the right to refuse an estimate and request an estimate be completed elsewhere if they feel the one provided is unjust.
No. Claims cover damage to the vehicle only. We do not issue compensation for rental vehicles during this time.
Damage that is deemed to be the result of driver negligence, or essentially any damage that could have been avoided, would be deemed legitimate. Some examples would be a driver backing into your vehicle while in the yard, a ramp being mistakenly lowered onto the roof of your vehicle, or a strap that wasn’t sufficiently tightened and allowed the vehicle to move while in transit, causing damage.
During a claim review, MVS Canada compares Point of Origin photos, condition reports, carrier photos, terminal records, and customer damage photos to determine where the damage first appears in the transport timeline. If the evidence indicates the damage occurred while the vehicle was in a carrier’s possession and the damage is not excluded under the Terms & Conditions, the claim may proceed through the carrier’s claim process.
No. It’s important to check the health of your car’s battery before shipping, as it will be sitting for a long period of time on a truck, train or at a terminal.
Any weather related events or events deemed ‘An act of God’ are not covered under carrier insurance. This would hold true in the event of flooding, storms, etc.
The following items are strictly prohibited from being in the vehicle at the time of shipping; guns, ammunition, flammable products, explosives, narcotics, alcohol, jewelry, precious metals, furs, money, pets, plants and contraband. The shipper (the customer) agrees that the carrier may confiscate and/or dispose of said items with no remuneration and the appropriate Government authorities will be contacted. MVS Canada and its carriers are not liable for loss or damage to said personal items.
Similar to mechanical functions, since there is no inspection of the underside of vehicles prior to shipment, undercarriage systems and components are listed as coverage exceptions or are not feasible to inspect during the initial vehicle survey.
As an industry standard, MVS Canada and our carrier partners do not mechanically inspect vehicles prior to the shipping process. Inspections are only of the vehicle’s exterior. Mechanical functions, hidden or internal components, undercarriage systems, electrical systems, exhaust, mufflers, battery function, alignment, frame, suspension, engine tuning, wheels, tires, and rims are listed as coverage exceptions or are not feasible to inspect during the initial vehicle survey.
Dings, chips, and minor scratches are listed as coverage exceptions under the Open Trailer / Train Transport Terms & Conditions. As vehicles are exposed to the elements during transport, rocks and road debris can sometimes cause minor damage beyond the reasonable control of MVS Canada or the driver of the transport vehicle. These can happen any time of year and are mostly caused by loose stones or gravel being elevated from the roadway by a passing vehicle.
Larger dents, impact damage, or damage that may have been caused by carrier handling should be reviewed separately based on the available photos, condition reports, and carrier records.
For vehicles shipped by rail, CP Rail will not be liable for complete loss or damage to vehicles older than six years, determined by Car Year Date. Because older vehicles tend to have general wear and tear already apparent prior to shipping, our ability to insure them to full value is not possible.
For vehicles shipped by open truck, the carrier will not be liable for complete loss or damage to vehicles older than twenty years, determined by Car Year Date.
Rail-related claims are subject to the rail carrier’s coverage rules, vehicle age limits, maximum insurable value, and loading/unloading limitations set out in the Terms & Conditions.
Coverage limits may vary by transport mode. Under the current Open Shipment Terms & Conditions, the maximum insurable value is $35,000 CDN per vehicle when shipped by rail and $65,000 CDN per vehicle when shipped by open truck.
Damage to windshields, other auto glass, or mirrors is listed as a coverage exception under the Open Trailer / Train Transport Terms & Conditions. Glass and mirrors can become damaged for various reasons out of our control. As vehicles are exposed to the elements during transport, the following factors can cause glass or mirror damage:
- Rocks and road debris
- Weather conditions and temperature changes
- Faulty installation
- Prior condition and pre-existing damage
- Movement and vibration of the vehicle on the trailer or in the railcar
The following exceptions are for open and rail transport methods. If you are shipping with our enclosed truck option, some items listed below may be covered under the enclosed shipping policy.
For a detailed overview of the enclosed truck option’s coverage, please see our Enclosed Terms & Conditions.
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