CMC Claims Handling & Conflict Resolution 2

Question 1

Under the Carmack Amendment, what is the standard carrier liability for loss or damage to household goods in interstate moves?

Accepted Answer

60 cents per pound per article

Answer

The default Carmack Amendment liability is 60 cents per pound per article unless the shipper selects full value protection.

Question 2

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?

Accepted Answer

30 days

Answer

FMCSA regulations require carriers to acknowledge receipt of a written claim within 30 days.

Question 3

What is the primary purpose of requiring a customer to note exceptions on the inventory sheet at delivery?

Accepted Answer

To establish proof of pre-existing damage versus transit damage

Answer

Notations on delivery inventory distinguish items damaged before the move from those damaged during transit, which is critical for claim validity.

Question 4

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:

Accepted Answer

Repair, replace with a like item, or pay the current market value

Answer

Under Full Value Protection, the carrier must repair, replace with a like item of equal value, or pay the current market replacement value.

Question 5

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?

Accepted Answer

Attempt direct negotiation and offer mediation

Answer

Best practice is to first attempt direct negotiation and offer mediation before escalating to formal arbitration, saving time and cost for both parties.

(CMC) Certified Moving Consultant Practice Test

(CMC) Certified Moving Consultant Practice Test

CMC Claims Handling & Conflict Resolution 2