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What to Do After a Carrier or Broker Denies the Claim

This is general information, not legal advice.

A denial from the carrier or the broker is a letter or email you can keep. The next notes are about collecting that paperwork and finding the public FMCSA records. They do not say what the denial means for your situation.

Ask for the reason in writing

  1. If the denial arrived by phone, send a short written request to the same company and ask them to state the reason in writing.
  2. Include the claim number they used, the vehicle year, make, model, and VIN, and the delivery date.
  3. Save the denial, your request, and the date you sent the request.
  4. If a broker denied the claim and a carrier hauled the car, keep both names and send the written request to the company that issued the denial.

Ask for the carrier insurance certificate

  • Ask the carrier, in writing, for a copy of its insurance certificate.
  • If they send one, write down the insurer name and any policy number printed on it, and save the file with the denial.
  • FMCSA also publishes a carrier search for licensing and insurance filings. That search is a public filing record. It is separate from a certificate the carrier sends you. FMCSA carrier and insurance filing search. A company snapshot by name, USDOT number, or MC number is at FMCSA SAFER Company Snapshot.

FMCSA complaint route

  1. A complaint to FMCSA is separate from the claim form the carrier or broker asked you to file.
  2. The public place to submit that complaint is the National Consumer Complaint Database: https://nccdb.fmcsa.dot.gov/.
  3. Save a copy of what you submit and any confirmation number the site shows you.

The $29 Evidence Pack is a ZIP of 10 printable PDFs. One is a submission checklist (a document checklist and a suggested upload order for a carrier or broker portal). Another lists links to government websites and industry websites.

Get the $29 Evidence Pack

Other guides

  • Damage at delivery — Inspect before you sign, take photos and video, and write down the driver's name and truck number.
  • Bill of lading notation — How to note damage on the delivery bill of lading, and why a clean signature makes it harder to show the damage.
  • Claim filing window — Check your contract, bill of lading, and the carrier claim terms for the filing window, and gather the documents before you file.