Section 1457.485  Investigation of Loss or Damage Claims

a)         A household goods carrier shall investigate each claim filed against it in the manner prescribed in this Subpart if the carrier has not already investigated it prior to receipt of the claim.

b)         Supporting documents.

1)         Each claim must be supported by the original or a shipper-certified copy of the bill of lading, any evidence of the charges, and the invoice (or an extract of the invoice).

2)         The claim must also be supported by certification of prices or values, with any trade or other discounts, allowance, deductions of any nature and the terms thereof, or depreciation  reflected in the certification.

3)         Before voluntarily paying a claim, the household goods carrier shall require the claimant to provide written certification of the destination value of a shipment where:

A)        The property involved in a claim has not been invoiced to the consignee shown on the bill of lading;

B)        An invoice does not show price or value;

C)        The property involved has not been sold; or

D)        The property has been transferred at bookkeeping values only.

c)         When, after investigation, a household goods carrier is unable to authenticate an asserted claim for loss of an entire package or an entire shipment, the carrier shall obtain from the consignee of the shipment involved written certification that the property for which the claim is filed has not been received from any other source.