How to file a claim

Read through the step-by-step tutorial below to learn how to file a claim.

01. File a claim

At Koho, we understand that filing a claim may be unfamiliar to our customers and we are here to help you through the process.

1-A. When a shipment is ‘In Transit’, ‘Delivered’, or ‘In Exception’, you can request a claim by clicking on the ‘File a Claim’ button at the top right hand corner.
Whether it's for your insured or uninsured claim, you'll need to itemize your claim amount (list out the items that are being claimed and calculation of the amount or estimated amount).
For 'Damaged' claims, photographic proof along with a signed POD with damaged noted is required. For 'Missing' or 'Other' claims, you'll need to provide Proof of Value (Commercial Invoice, Sales Order, Purchase Order, etc.) and Proof of Loss (ex. email correspondence with carrier confirming loss).

02. Track and view claim statuses

Once your claim is filled out and submitted, a claim specialist will be in touch within 24 hours. A claim specialist will review your submitted documents and may reach out to you to request additional information. If everything looks good, your claim will either be submitted to the physical carrier for their review or your claim has been submitted to the insurer for their review.

Once your fully documented claim is received, please expect 10 days for your insured cargo claim and 90-120 days for uninsured cargo claim to be resolved.

03. View shipments with claims

To view shipments with claims, go to your Shipments tab and filter out 'Active Claims' or 'Resolved Claims'. You should see a filtered list of 'Claims'.

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