PLEASE NOTE THESE REGULATIONS ARE FLUID AND CHANGE OFTEN. THEY MAY NOT BE UP-TO-DATE. PLEASE VISIT THE DEFENSE TRANSPORTATION REGULATIONS ONLINE TO VIEW THE MOST ACCURATE INFORMATION.
Q. How long do I have once I receive my shipment to file a claim?
A. The service member has an obligation to notify the TSP in writing of any lost or damaged items within 75 days of delivery. Once this is completed, the member has 9 months from the date of delivery to file the claim and maintain their eligibility for Full Replacement Value. After the 9 months but before 2 years from delivery, the member may still file a claim but said claim will only be eligible for the Depreciated Value, should the items be approved for payment by the TSP.
Q. How long does the adjudication process take?
A. This varies. Military regulations grant the Transportation Service Provider (TSP) 60 days from the date of receipt to either make the member an offer, repair the damages or deny the claim. Typically, however, a claim is settled in under 30 days depending on the necessity of an inspection.
Q. Am I responsible for obtaining any repair estimates?
A. Maybe. The service member will be required to obtain a repair estimate for any mechanical or electronic items if you are claiming internal damage. If there is a cost for obtaining this estimate, the TSP will reimburse this cost. A form will be provided to you that you must have the inspector complete. You will then submit that form and a paid receipt for the inspection, if applicable, to Expert Claim Management using the Customer Request Portal. The member should not obtain any repair estimates for any items unless instructed to by Expert Claim Management. If you obtain an estimate prior to submitting your claim, it may not be used in the adjudication process and the cost may not be reimbursed.
Q. I received a call from a repair firm about my damaged goods. What happens now?
A. If your items need to be inspected prior to settling your claim, the TSP will hire and pay for a reputable inspector to come to your home and document damages or repair items. All of the inspectors used in the military claims industry have years of experience with service members and are the best in the business.
Q. My inspection is over. How long will it take to review and finalize my claim?
A. The time needed to settle a claim after inspection is heavily dependent on how quickly the repair firm's inspection report is received. Regardless, your claim should be completed within the military's 60 day regulation.
Q. Do I have the option to have an item repaired instead of replaced?
A. No. This decision belongs to the TSP. The Defense Transportation Regulations state that a TSP's maximum liability has been met when either a replacement has been offered or the cost of repair, whichever is less. The TSP also has the option to not perform an inspection and offer replacement cost or purchase a new item instead if liability is accepted for the damage claimed to an item.
Q. What is the best way to communicate with Expert Claim Management?
A. Because all communication MUST be in writing, we require that all correspondence be issued through the Customer Request Portal. This ensures the communication is properly attached to your claim and is the fastest way to receive service.
Q. I received a check in the mail for my damaged items but I am not in agreement with the amount. What do I do now?
A. You have two options at this point, you can submit a rebuttal or you can take your claim to the Military Claims Office for review. You will find the information regarding the MCO you are required to use in box 20 of your Government Bill of Lading.
Q. How long do I have once I receive my shipment to file a claim?
A. The service member has an obligation to notify the TSP in writing of any lost or damaged items within 75 days of delivery. Once this is completed, the member has 9 months from the date of delivery to file the claim and maintain their eligibility for Full Replacement Value. After the 9 months but before 2 years from delivery, the member may still file a claim but said claim will only be eligible for the Depreciated Value, should the items be approved for payment by the TSP.
Q. How long does the adjudication process take?
A. This varies. Military regulations grant the Transportation Service Provider (TSP) 60 days from the date of receipt to either make the member an offer, repair the damages or deny the claim. Typically, however, a claim is settled in under 30 days depending on the necessity of an inspection.
Q. Am I responsible for obtaining any repair estimates?
A. Maybe. The service member will be required to obtain a repair estimate for any mechanical or electronic items if you are claiming internal damage. If there is a cost for obtaining this estimate, the TSP will reimburse this cost. A form will be provided to you that you must have the inspector complete. You will then submit that form and a paid receipt for the inspection, if applicable, to Expert Claim Management using the Customer Request Portal. The member should not obtain any repair estimates for any items unless instructed to by Expert Claim Management. If you obtain an estimate prior to submitting your claim, it may not be used in the adjudication process and the cost may not be reimbursed.
Q. I received a call from a repair firm about my damaged goods. What happens now?
A. If your items need to be inspected prior to settling your claim, the TSP will hire and pay for a reputable inspector to come to your home and document damages or repair items. All of the inspectors used in the military claims industry have years of experience with service members and are the best in the business.
Q. My inspection is over. How long will it take to review and finalize my claim?
A. The time needed to settle a claim after inspection is heavily dependent on how quickly the repair firm's inspection report is received. Regardless, your claim should be completed within the military's 60 day regulation.
Q. Do I have the option to have an item repaired instead of replaced?
A. No. This decision belongs to the TSP. The Defense Transportation Regulations state that a TSP's maximum liability has been met when either a replacement has been offered or the cost of repair, whichever is less. The TSP also has the option to not perform an inspection and offer replacement cost or purchase a new item instead if liability is accepted for the damage claimed to an item.
Q. What is the best way to communicate with Expert Claim Management?
A. Because all communication MUST be in writing, we require that all correspondence be issued through the Customer Request Portal. This ensures the communication is properly attached to your claim and is the fastest way to receive service.
Q. I received a check in the mail for my damaged items but I am not in agreement with the amount. What do I do now?
A. You have two options at this point, you can submit a rebuttal or you can take your claim to the Military Claims Office for review. You will find the information regarding the MCO you are required to use in box 20 of your Government Bill of Lading.