Claims & Damage Process

Last updated: October 7, 2026Most vehicles arrive exactly as they left. If something does go wrong in transit, NexGen Auto Transport is here to guide you through the claims process. This page explains how inspections work, how your shipment is insured, and the deadlines you need to follow so your claim can be processed smoothly.

Quick Navigation

• Inspection Report (Bill of Lading)
• Carrier Insurance Coverage
• Reporting Timelines
• Delivery Payment Requirement
• How to File a Claim: Step by Step
• Frequently Asked Questions
• Contact Us

1. Inspection Report (Bill of Lading / BOL)

A joint physical inspection must be performed at both pickup and delivery. The driver and you (or your authorized representative) walk around the vehicle together and record its condition on the Bill of Lading (BOL).Any new damage must be clearly noted on the final inspection report (BOL) and signed by both you and the driver at the time of delivery. There are no exceptions. Damage that is not written on the BOL at delivery cannot be supported in a claim, so please do not skip this step or sign a clean BOL if you see damage.

2. Carrier Insurance Coverage

All shipments are covered under the assigned carrier’s cargo insurance, with policy coverage ranging from $100,000 to $250,000.As your broker, NexGen Auto Transport will provide the carrier’s full insurance packet and guide you through filing the claim directly with the carrier’s insurance provider.

3. Reporting Timelines

Deadlines matter. Please follow both of these:

• Within 24 hours of delivery: report any damage that occurred during transit to NexGen Auto Transport.
• Within 14 days of delivery: submit your formal written claim to the carrier’s insurance.

4. Delivery Payment Requirement

Per industry standard and contract terms, the remaining delivery balance must be paid to the driver upon delivery before the carrier’s insurance claim can be processed. You can still note any damage on the BOL and file your claim after paying the balance.

5. How to File a Claim: Step by Step

1. Inspect the vehicle at delivery. Check the vehicle carefully, in good light, and compare it with the pickup condition on the BOL.
2. Note any new damage on the BOL. Make sure the driver signs it, and sign it yourself. Keep your copy.
3. Take clear photos and videos. Photograph the damage from several angles, along with the BOL.
4. Pay the remaining balance to the driver. This is required before the insurance claim can be processed.
5. Contact NexGen within 24 hours. Email or call us with your order details and a description of the damage.
6. Submit your written claim within 14 days. We will provide the carrier’s insurance packet and guide you on filing directly with their insurance provider.
7. Follow up. Send any documents the insurer requests, such as repair estimates, and keep copies of everything.

Documents to have ready

• Your signed Bill of Lading (BOL), with damage noted.
• Photos and videos of the damage.
• Your order or booking number.
• Repair estimates, when requested by the insurer.

6. Frequently Asked Questions

Is my vehicle insured during shipping?

Yes. All shipments are covered under the assigned carrier’s cargo insurance, with policy coverage of $100,000 to $250,000. We provide the carrier’s insurance packet.

How long do I have to report damage?

Report any damage to NexGen Auto Transport within 24 hours of delivery. A formal written claim must be submitted to the carrier’s insurance within 14 days of delivery.

Why do I need to note damage on the Bill of Lading?

The BOL is the official inspection record. New damage must be noted on it and signed by both you and the driver at delivery. Without it, a claim cannot be supported.

Do I have to pay the driver before filing a claim?

Yes. The remaining delivery balance must be paid to the driver upon delivery before the carrier’s insurance claim can be processed.

Who handles the claim?

The claim is filed directly with the carrier’s insurance provider. As your broker, NexGen Auto Transport supplies the insurance packet and guides you through the process.

7. Contact Us

If your vehicle arrives damaged, contact us right away. Remember, we need to hear from you within 24 hours of delivery.

NexGen Auto Transport LLC
Email: contact@nexgenautotransport.com
Phone: +1 (832) 886-1321
Address: 3945 Greenbriar Dr Ste B 1, Stafford, TX 77477, United States
Website: https://nexgenautotransport.com/

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