What to Do If Your Shipped Car Arrives Damaged

You planned ahead, read the reviews, booked a carrier. And then your car rolls off the truck with a scratch you didn't put there. It's frustrating — but if you handle the next 30 minutes correctly, you have a strong shot at a full reimbursement. Handle them wrong, and you may have nothing.

Here's a calm, step-by-step breakdown of exactly what to do.

Before We Start: Know That Damage Is Rare — But It Happens

The vast majority of shipments arrive without incident. Reputable carriers use soft straps, load cars carefully, and treat your vehicle like cargo worth protecting. At Dreamline Logistics, all vehicles we ship are covered by cargo insurance up to $750,000.

But road debris, tight loading angles, and human error are real. Knowing your rights ahead of time costs you nothing.

Step 1: Inspect the Car Before You Sign Anything

This is the most important rule in auto transport, full stop.

When the driver pulls up, resist the urge to grab your keys and drive away. Take 10–15 minutes and do a complete walk-around before you sign the Bill of Lading (BOL). The BOL is the delivery receipt — your signature on it is a legal acknowledgment of the car's condition at drop-off.

• Check every panel in natural light if possible, not just under streetlamps
• Open the doors and look at the edges
• Check the bumpers, roof, hood, and trunk
• Look underneath the front and rear for scraping
• Compare what you see against the condition report filled out at pickup

If the driver pressures you to sign quickly, that's a red flag. A professional driver expects this inspection.

Step 2: Document Everything on the Spot

If you find damage — or anything that looks different from the pickup condition report — document it immediately and thoroughly.

1. Photograph every angle of the damage with your phone. Include wide shots showing the whole vehicle and close-ups showing depth and detail.
2. Note the exact location on the car (e.g., "rear passenger door, 4-inch horizontal scratch, 18 inches from the ground").
3. Write the damage on the BOL before signing. Most forms have a section for delivery exceptions — use it. If there isn't one, write it in the margin and initial it.
4. Ask the driver to acknowledge the notation. Some will, some won't. Either way, your written notation on the signed document is what matters.

Do not let a driver tell you to "just call the company later" without noting damage on the BOL first. An unsigned or unannotated BOL can be used to argue the car was delivered in perfect condition.

Step 3: Notify the Broker or Carrier the Same Day

Call your transport broker or carrier within 24 hours — the same day is better. Most carrier insurance policies have strict reporting windows, and waiting can genuinely cost you your claim.

When you call:

• Reference your order number
• Describe the damage clearly
• Say you documented it on the BOL
• Ask for the carrier's insurance information and claims process in writing

Follow the call with an email summary so you have a timestamped paper trail.

Step 4: Get a Repair Estimate

Take the car to a reputable body shop and get a written estimate. Two estimates from independent shops is even better — it strengthens your claim and gives you negotiating room if the insurer pushes back.

Keep every receipt and communication organized in one folder (physical or digital). Insurance adjusters move faster when you hand them a complete, well-organized claim.

Step 5: Understand What the Insurance Covers

Carrier cargo insurance covers transport-related physical damage — things like dings, scratches, and dents that happened during loading, transit, or unloading. It typically does not cover:

• Pre-existing damage that wasn't noted at pickup
• Mechanical issues unrelated to the shipment
• Personal items left inside the vehicle

This is why the pickup condition report matters so much. It's the baseline everything else is measured against.

The Honest Bottom Line

Damage claims work when you document well at both ends of the shipment. They fail when people sign the BOL without looking, notice damage three days later, and have no written evidence tying it to the carrier.

If you're booking a shipment and want to work with a company that takes the condition-report process seriously — and backs every load with cargo insurance up to $750,000 — give us a call at 857-201-0302 or Get a free quote. We're based in Cambridge, MA and ship door-to-door to all 50 states.

Knowing your rights before something goes wrong is the best insurance of all.