Claims Handling & Conflict Resolution Flashcards

What is the maximum time a carrier has under FMCSA regulations to pay, deny, or make a settlement offer on a household goods claim?

Answer: 90 days from receipt of claim

FMCSA regulations require carriers to pay, deny, or make a firm settlement offer within 90 days of receiving a written claim.

A moving consultant is mediating a dispute where the customer claims a TV was broken during transit but there are no delivery exceptions noted on the inventory. How does this affect the claim?

Answer: The lack of noted exceptions creates a presumption that the item was delivered in good condition

Without delivery exceptions noted on the inventory, there is a legal presumption of delivery in good condition, which the customer must overcome with other evidence.

In a cargo claims scenario, what does 'subrogation' mean for a moving carrier?

Answer: The carrier's right to pursue a third party responsible for the damage after paying the customer's claim

Subrogation allows the carrier, after settling a claim, to pursue recovery from any third party (such as another carrier or vendor) whose negligence caused the damage.

Which of the following items typically requires a HIGH-VALUE INVENTORY form during a move?

Answer: Collectibles or antiques valued over $100 per pound

Items valued at more than $100 per pound require special listing on the High-Value Inventory form to ensure adequate liability coverage.

A customer disputes the final moving charges at delivery and refuses to pay the balance. Under FMCSA rules for binding estimates, the carrier:

Answer: Cannot charge more than the binding estimate and must release goods upon payment of that amount

With a binding estimate, the carrier cannot charge more than the quoted amount and must release the shipment when the customer pays the binding estimate price.

When a customer and carrier agree to resolve a claim through binding arbitration, what does 'binding' mean in this context?

Answer: The arbitrator's decision is final and enforceable without court review

In binding arbitration, both parties agree in advance that the arbitrator's decision is final and legally enforceable, limiting the right to appeal.

What is the MOST effective way for a CMC to de-escalate a situation where an angry customer confronts a crew chief at delivery about missing items?

Answer: Separate the parties, listen actively, acknowledge the customer's concern, and begin a joint inventory check

Separating parties, active listening, acknowledging concerns, and conducting a joint inventory check de-escalates tension while beginning a factual investigation.