FAQ

Frequently Asked Questions

Yes! We service carriers and their customers Nationwide. However, our business hours are Mon-Fri 9AM-5PM; Eastern Standard Time.

No. We handle claims for loss, damage, delay, overcharge and Complaint. When filing your claim, you should include all of your concerns in your claim. We will investigate and address each and every concern expressed in your claim. Items or concerns not included in your claim will not be addresses, responded to or added at a later time.

Absolutely NOT! This service is completely free for customers of our participating carriers.

We are not affiliated with any of the carriers to which we provide services. We are a third party claims service company. Many carriers choose to outsource their claims service the same way they would choose to out source their bookkeeping and accounting to a third party company for various reasons such as: Cost efficiency, Personnel deficiency, Personnel Qualifications, etc. CSI as a third party claims company analyzes claims based on the individual carrier’s terms & conditions and state and federal regulations.

In most cases settlement checks are mailed out within a week or two from the date the carrier receives the signed release from us. Some carriers have specific dates to issue checks and some carriers mail out settlement checks within 30 days of receipt of the signed release. CSI is requesting carriers to issue checks no later than 45 days of receipt of the signed release. This time frame is an internal requirement and not a legal requirement. You may contact us if you need assistance inquiring about your settlement check or you may contact your carrier directly for more specific information.

All correspondence is via email unless you prefer to be contact by mail. We may call you for additional information or clarifications regarding your claim.

The day we receive your claim information in the mail / email it is posted in our system. A Claim Receipt Acknowledgement Notice will be emailed to you within 30 days as required by law, and will indicate the date your claim has been received in our office. The date provided in our Acknowledgement Notice is the Start Date of your claim.  Your claim Status will automatically be changed to “Under Review”. The process of collecting required information from both you, and your carrier and reviewing, investigating, analyzing and settling your claim with your carrier may take 120 days if there are no special circumstances which require the involvement of additional parties such as inspectors, insurance companies, etc. The 120 days time limit is a Federal Law guideline. However, CSI’s goal is to process claims as close as possible to the time they arrive in our office. CSI’s adjusters are analyzing claims in the order they are received in our office. The status of the claim will not change until a determination has been made.

All claims start at our Registration page. Once you register online we will receive your information in our system and will be verifying your information with your carrier to properly assign you a Claim #. We will then email you a claim form to the email you have registered with. All claim forms, claim support documents and copies of shipping documents, can be emailed to Claims@CSIPros.org or mailed to our mailing address located on our claim form or at our Contact Us page.

For interstate / International / Local California moves it is up to 9 months from the date of the delivery. For local and intrastate moves in all other states other than California, it depends on each state regulations. In most states it is between 15-90 days from the date of the delivery. Check with your carrier directly or on the back of your Bill of Lading, for your specific claim filing requirements.

For Interstate Moves – your carrier has 120 days to provide a settlement offer for your claim, from the date your complete claim along with all required documents is received in their office. If claims can’t be settled or denied within that time, an extension notice  must be sent to the customer within every consecutive 60 days period.

For Local Moves – Since there are no specific time limitations regulated by the different states, CSI has decided to treat local / Intrastate moves as Interstate move (120 days) so that claims are adjusted in a timely manner. Local / Intrastate moves in the state of California are reviewed within 30 days as required by the California PUC.

CSI as the assigned third party claims company must follow the same requirements of your carrier’s. However, as part of our customer service we strive to offer a speedy resolution.