CSI - FAQ

“How long does the process take?”
By law your carrier has 120 days to provide a settlement offer for your claim, from the date your complete claim along with all required documents are received in their office. CSI as the assigned third party claims company follow the same requirement on behalf of your carrier. However, as part of our customer service we only require up to 60 business days, to provide you with a settlement offer.
“What is the time limit to file a claim?”
For interstate moves it is up to 9 months from the date of the delivery. For local and intrastate moves it depends on state regulations. In most states it is up to 60 days from the date of the delivery. Check with your carrier directly or on the back of your Bill of Lading, for filing requirements.
"What is the status of my claim?"
The day we receive your claim information in the mail it is posted in our system. A CSI Adjuster will email you an Acknowledgement Notice to indicate the date your claim has been received in our office. The date provided in our Acknowledgement Notice is the Start Date of your claim. Your claim Status will automatically be changed to "Under Review". The process of collecting required information from both you, and your carrier and reviewing, investigating, analyzing and settling your claim with your carrier may take approx. 60 business days if there are no special circumstances which require the involvement of additional parties such as inspectors, insurance companies, etc. The 60 business days time limit is a CSI internal goal and does not override federal time limits.
"Can I send my claim via email or fax?"
Currently we accept claims via US Postal Service only at our P.O. Box address. Please do not use FedEx or UPS since they do not deliver to a P.O. Box addresses. If you claim package has been received incomplete we may request additional documentation via fax or email after we receive your original package.
"How will I be contacted about my claim?"
Once your claim is received in our office, we will email you an acknowledgement letter indicating the start date of your claim process. We may call you via telephone for additional information or clarifications regarding your claim. Additionally, you will be sent an email or a letter detailing the settlement offer along with a release form. If the settlement is acceptable you will need to email, fax, or mail the signed Release Form back to us. The release must be signed and witnessed when returned to us. We then sent a copy of your signed release to your carrier for them to issue a check.
“How long until I get my check?”
In most cases settlement checks are mailed out within a week or two from the date the carrier receives the signed release from us. Some carriers have specific dates to issue checks and some carriers mail out settlement checks within 30 days of receipt of the signed release. CSI is requesting carriers to issue checks no later that 45 days of receipt of the signed release. This time frame is an internal requirement and not a legal requirement. You may contact us if you need assistance inquiring about your settlement check or you may contact your carrier directly for more specific information.
“Are you affiliated with the moving company?”
We are not affiliated with any of the carriers we provide services to. We are a third party claims service company. Many carriers choose to out source their claims service the same way they would choose to out source their book keeping and accounting to a third party company for various reasons such as: Cost efficiency, Personnel deficiency, Personnel Qualifications, etc. CSI as a third party claims company analyzes claims based on the individual carrier's terms & conditions and state and federal regulations.
“Do I need to pay for this service?”
Absolutely NOT! This service is completely free for customers of our participating carriers.
“Do you handle claims for damaged items only?”
No. We handle claims for loss, damage, delay, overcharge and Complaint. When filing your claim, you should include all of your concerns in your claim. We will investigate and address each and every concern expressed in your claim. Items or concerns not included in your claim will not be addresses, responded to or added at a later time.
“Do you provide service to customers in other states than Florida?”
Yes! We service carriers and their customers Nationwide. However, our business hours are Mon-Thu 9AM-5PM; Fri 9AM-1PM Eastern Standard Time.