Damage Claim Process
 

Traditional Damage Claim Process

The following steps outline the process for filing a damage claim. Check out the Damage Claim job aid to help you gather all the required information during the unloading process so you sail through the damage claim process. 

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1. Submit a Loss Damage Report (LDR) notice to the TSP within 180 calendar days of the delivery date. Note you do not need to submit an LDR if you are submitting your full damage claim within the 180 calendar days. You can submit an LDR in two ways:

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1. Notification for Loss and Damage on the form provided by the delivery crew

2. Submit the Notification of Loss and Damage in DPS. You will need to collect the following to submit an LDR:

   • Loss/Damaged Item Name

   • Inventory Number

   • Damage Description

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To create an LDR, use the following steps or check out the tutorial on the DPS website under “Quick Reference Guides, Claims Information, File a Loss Damage Report” in the top right-hand corner of the screen.

1. Log into DPS.

2. Under your current shipment, click on “File a Claim.” It is on the far-right side of the screen.

3. Read and certify the claims disclaimer.

4. Click on “Create LDR.”

5. Verify your information and click next.

6. Enter the requested information regarding your unpacking.

7. Add each damaged item to the list using the “Add Item” button in the bottom left-hand corner.

8. Submit your LDR.

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2. File a claim within 9 months of your delivery date. Before you log into DPS to file your claim, use this Damage Claim job aid to gather the needed information for each item.

• Item Name

• Inventory Number

• Make/Model

• Item and Damage Description

• If the item was acquired used or as a gift

• Loss Type: Damaged or Missing

• Year Acquired

• Replacement Cost/Value

• Purchase Cost

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To File a Damage Claim, use the following steps or check out the tutorial on the DPS website under “Quick Reference Guides, Claims Information, File a Claim” in the top right-hand corner of the screen.

1. Log into DPS

2. Under your current shipment, click on “File a Claim.” It is on the far-right side of the screen.

3. Read and certify the claims disclaimer.

4. Click on “Create Claim.” It will be on the right side of the screen.

5. You will be brought to a create claim screen. Verify the shipment information details and update the mandated fields in the “Claim Info” box.

6. Save your claim by using the “Save Claim” button at the bottom left-hand corner of the screen. You should see a green box appear at the top of the page saying, “Your Claim has been successfully saved.” You will also be provided a claim number in a yellow box. If not, contact the DPS support desk.  

7. Now you can add items to your claim. Proceed to the bottom of the screen and click on the “+ Add Item” button in the lower-left corner.

8. A pop-up box will appear. Fill in the fields. Mandatory fields will have a red asterisk next to them, with the information you collected about each item.

9. Once you have filled in all the fields, click on “Save” or “Save and Add Another” at the bottom left-hand corner of the box.

10. Repeat until you have added all your damaged or missing items. On the final item, click “Save.”

11. To upload images of the damage, use the “Action” button on the right-hand of the screen listed next to the individual item. Click on “Upload” and select “Item Miscellaneous” as the document type. Use the “Browse Button” to locate the local file. Click “Upload” once ready to submit the local file.

12. Use the upload button at the bottom right-hand corner of the screen to upload a copy of the Loss and Damage at Delivery Report if you chose to note damage or missing items on the report.

13. Once you are done adding all your items, press the “Submit to TSP” button on the bottom left-hand side of the screen. Note: once you have submitted your claim to the TSP, no other items can be added.

14. An acknowledgment box will pop up. Press “Confirm Submit Claim to TSP” to submit the claim.

15. On the claim page, a green box at the top of the page should appear stating, “Your Claim has been successfully submitted”

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3. The TSP now has 15 calendar days to confirm the receipt of your claim. Be ready to provide pictures of all the items to the TSP. Take the time to label the pictures according to how you label the items in the DPS system.

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The TSP may send someone to inspect the damage or hire someone to come out and repair the damage.

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The TSP has 30 days to deny or make an offer to settle the claim for claims valued at $1,000 or less. The TSP has 60 days for claims valued at over $1,000.

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4. The TSP should provide an itemized list for their offer. You may choose to accept or reject the entire offer or accept or reject the offer for each individual item. Do not feel pressured to accept an offer unless you are completely satisfied.

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To accept or reject an offer, you will use the claims system in DSP. Check out pages 16-17 of the DoD Claims User Guide under “Quick Reference Guides, Claims Information, DoD Claims User Guide,” or follow the steps below:

1. Log into DPS

2. Navigate to your Claim page.

3. Next to each item, there is a “Actions” drop-down menu. Select “Details.”

4. A pop-up window will appear. Here you can click accept offer or counter-offer. If you select counter-offer, you will be required to enter the offer-type and counter-offer amount.

5. Click “Submit Response to TSP” once you have selected your action.

6. DPS sends the information directly to the TSP.

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The TSP has 30 calendar days to make payment or repairs to the item. The TSP has 20 calendar days to hire a repair company, if needed.

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If you are not fully satisfied, contact the Coast Guard’s Military Claims Office:

Hours: Monday – Friday, 7:30 a.m. to 4:30 p.m. Eastern Time

Phone: 757-628-4212

Email: D05-SMB-HHG@uscg.mil

Mailing Address:

COMMANDING OFFICER (LSC-C)
Legal Service Command
300 E. Main Street, Suite 400
Norfolk, VA 23510-9100

Website: https://www.uscg.mil/Resources/Legal/LSC/Household-Goods-Claims/