Claims Handling & Conflict Resolution Flashcards
7 cards from real CMC practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Claims Handling & Conflict Resolution flashcards as text
Under the Carmack Amendment, what is the standard carrier liability for loss or damage to household goods in interstate moves?
Answer: 60 cents per pound per article
The default Carmack Amendment liability is 60 cents per pound per article unless the shipper selects full value protection.
A customer files a claim 10 months after delivery for furniture damaged during a move. Under FMCSA regulations, the carrier must acknowledge the claim within how many days?
Answer: 30 days
FMCSA regulations require carriers to acknowledge receipt of a written claim within 30 days.
What is the primary purpose of requiring a customer to note exceptions on the inventory sheet at delivery?
Answer: To establish proof of pre-existing damage versus transit damage
Notations on delivery inventory distinguish items damaged before the move from those damaged during transit, which is critical for claim validity.
A shipper purchased Full Value Protection. Their antique lamp worth $2,000 is destroyed during the move. The carrier's BEST option under Full Value Protection is to:
Answer: Repair, replace with a like item, or pay the current market value
Under Full Value Protection, the carrier must repair, replace with a like item of equal value, or pay the current market replacement value.
During conflict resolution, a customer insists their claim settlement is too low and demands arbitration. What is the CMC's recommended first step before proceeding to formal arbitration?
Answer: Attempt direct negotiation and offer mediation
Best practice is to first attempt direct negotiation and offer mediation before escalating to formal arbitration, saving time and cost for both parties.
Which document must a carrier provide to all interstate household goods shippers BEFORE the move?
Answer: Your Rights and Responsibilities When You Move booklet
FMCSA requires carriers to provide the 'Your Rights and Responsibilities When You Move' booklet to all interstate household goods shippers prior to the move.
A customer files a damage claim but the carrier believes the damage was caused by the customer's improper packing. What is the carrier's correct course of action?
Answer: Investigate, document findings, and deny or partially pay with written explanation citing owner-packed exceptions
Carriers must investigate all claims thoroughly and, if denying based on owner-packed exceptions, provide a written explanation citing the specific exception.