Our goal is the delivery of our customers’ product to the right place in the right condition at the right time.

By nature, MSM’s service is designed to reduce the risk of damages and shortages by offering a “Direct Linehaul Service” to our customers. This means that the truck that picks up your shipment will be the same truck that will deliver your shipment. Our Award Winning System reduces the risk of damages and shortages by eliminating the additional handling that a traditional “Hub & Spoke” system would utilize.

However, MSM does recognize that damages can still occur from time to time. When they do occur, our documented Quality System ensures that we determine the root cause, implement a corrective action and verify that the corrective action was effective. All OS&D Claims are recorded and undergo analysis in order to identify opportunities for improvement.

MSM: OS&D CLAIMS SUBMISSION INSTRUCTIONS

Time Limits

The Bill of Lading contract specifies that the claim must be received by the carrier within 60 days after the delivery of property or, in the case of non-delivery of the entire shipment, within 9 months.

Filing the Claim:

Only the Shipper, the Consignee, or a Third Party who has title to the goods may file a claim.

To file a claim with MSM, please mail, fax or email your claim to:

MSM Transportation Inc.
124 Commercial Road
Bolton, Ontario Canada
L7E 1K4

Email: tduffy@shipmsm.com
PH (905) 951 - 6800
FX (905) 951 - 6818
ATTN: OS&D CLAIMS DEPT.

Documentation Requirements:

In order to ensure that your claim is processed as quickly and efficiently as possible, it is important to include the following information and or documentation when filing your claim.

• Formal claim submission letter showing the merchandise that was lost or damaged and how the amount of the claim was determined.
  
• Proof of payment of freight charges (This will have to be provided by the billing party).
  
• In the case of product replacement, certified copy of the commercial invoice (Outlining the commercial value of the commodity claimed and or the manufacturer’s cost to replace) or, in the case of product repair, original or certified copy of the commercial invoice (Outlining the cost paid for repair or replacement of damaged parts).
  
• Original proof of delivery (POD) or certified copy
  
• Any other particulars obtainable in the proof of loss or damage claimed (this would include photographs of damaged freight).
  
• Total value of claim
  
• Estimated salvage values for damaged goods and the location of those goods.

Once your claim has been received with the proper documentation, MSM will immediately send you a written acknowledgement of your claim.

MSM will make every attempt to settle your claim within 30 days from receipt; however, some claims may take longer to investigate. If your claim cannot be settled within 90 days, MSM will advise you of the nature of the delay and what needs to be done in order to conclude our investigation. MSM will keep you informed at 60 day intervals until your claim is settled.

If a delay in settling your claim occurs and you feel that the delay is excessive, please feel free to contact our Director of Operations, John Wheeler at: (800) 667-4175 x:2266.