What to do if a vehicle arrives damaged at the delivery location?

Виолетта Грибовская
Jun 2
4 min read

A Step-by-Step Guide for Car Haulers

No matter how careful you are as a car hauler, unexpected things can happen. From flying road debris to sudden weather changes or tight loading conditions, damage during auto transport is always a possibility. While it’s rare — especially for experienced drivers — it’s still important to know exactly what to do if a vehicle arrives damaged at the drop-off point.

Handling the situation professionally protects you from false claims, keeps your reputation solid, and ensures your carrier or insurance has the right info if a claim is needed.

Here’s a clear, step-by-step guide on what to do if damage is discovered at delivery.

1. Stay Calm and Professional

You’ve just arrived at the delivery location. The customer or receiving party starts inspecting the vehicle — and then points out a dent, scratch, or broken part.

First rule: Stay calm. Reacting emotionally or getting defensive will only make things worse. Whether the damage happened during transit or was pre-existing, your goal now is to document everything clearly and handle the process with professionalism.

🧠 Tip: Your attitude matters. A calm and respectful approach shows the customer or broker that you take the issue seriously and are ready to address it properly.

2. Refer to the Pre-Trip Inspection and BOL

Before loading the vehicle at pickup, you should’ve completed a detailed inspection and documented it on the Bill of Lading (BOL) — including notes and photos.

Now’s the time to pull it up.

Compare the current condition of the vehicle to the original notes.
Check your pre-trip photos for that area.
Verify if the damage was already noted or if it appears to be new.

If the damage was not there during pickup, and it's clear it happened during transport, continue to the next step.

3. Document the Damage Immediately

You need strong, time-stamped documentation to support your side. Don’t rely on memory or just the customer’s word.

Here’s how to do it properly:

Take multiple clear photos of the damage from different angles.
Include wide shots showing the full car and close-ups of the damage.
Take a photo of the VIN or license plate for reference.
Note the exact date, time, and location.
Ask the receiver to point out the damage on camera, if they’re willing.

📸 Pro tip: Use your smartphone or inspection app to keep everything organized.

4. Note the Damage on the Delivery BOL

Before anyone signs the delivery BOL, make sure to clearly write down all visible damage and notes. This is crucial for both you and the receiving party.

If the customer refuses to sign, still note the refusal and keep a copy for yourself. You can also ask the broker or dispatch to get involved immediately to help mediate.

✍️ Write clearly and include the phrase “Customer claims new damage found upon delivery” if needed.

5. Notify Your Broker or Dispatcher Immediately

Don’t wait. As soon as the damage is confirmed and documented, contact your broker, dispatcher, or company contact and explain the situation.

Provide:

The photos you just took
Any inspection reports
Delivery BOL with notes
Customer info and details

Early communication gives your team a chance to act fast — whether that means opening a claim or helping de-escalate a situation with the receiver.

📞 Bonus tip: Send everything in one email or message thread so it’s easy to track.

6. File an Insurance Claim If Necessary

If the damage is confirmed to have happened during transport and your company (or you, if you’re an owner-operator) is responsible, it may be time to open an insurance claim.

Make sure to have:

BOL documents (pickup and delivery)
Before-and-after photos
Description of the incident (even if no specific cause is known)
Receiver’s contact details

Work with your insurance provider to complete the process smoothly and provide updates to the customer as needed.

💡 Reminder: Always carry proof of current cargo insurance and liability coverage.

7. Learn and Improve

Mistakes and accidents happen — but good drivers learn from them. Once the situation is resolved, take a few minutes to think through how it happened and whether anything could’ve been done differently.

Were straps properly secured?
Was the car loaded in a risky position?
Did something shift during a sharp turn or brake?
Was weather a factor?

Adjust your process moving forward to reduce the chance of a repeat.

Bonus: How to Reduce Damage Risks in the Future

Use high-quality tie-downs and equipment
Double-check every load before hitting the road
Avoid tight turns and rough roads when possible
Inspect and photograph every vehicle at pickup and delivery

Final Thoughts

Damaged vehicles at delivery aren’t the end of the world — but how you respond can make all the difference. A calm, professional, and well-documented approach shows the customer and broker that you're serious about your work. It also protects you from unfair claims and helps resolve real ones quickly.

As a driver, your reputation rides with every delivery. Stay sharp, communicate clearly, and always be ready to document everything — just in case.

Need help with documentation, dispatching, or claim support? Our team’s here to back you up — so you can focus on doing what you do best: hauling with confidence.