Claims Business Rules
FRV Liability 1.2
A TSP must use a replacement cost in the local area where the customer resides or inform the customer that part of the replacement costs includes the shipping and delivery charges.
Replacement cost, whether depreciated or undepreciated, is based on the replacement cost at destination and includes shipping charges, assembly fees and sales tax.
Exclusions from Liability 1.4
Exclusions for Acts of God will be determined on a per shipment basis by the MCO. The TSP should be prepared to provide evidence that proper mitigation efforts were exercised.
Transfer of Custody of Shipments 1.9
Responsibility for mitigation, remediation and liability for potential mold may not be transferred by documenting the suspected mold on the exception (rider) sheet.
Mold 1.5.2
When mold is discovered, the TSP will notify the customer, the servicing MCO, and the inspecting PPSO/PPPO, and update the destination PPSO/PPPO with findings within 2 days of discovery. The TSP will continue shipping operations to a location as determined by the TSP and responsible PPSO/PPPO, but it will not deliver to a customer’s residence prior to inspection.
Once the mold is discovered (whether from a home, mini-storage, or warehouse) STOP all work and contact our office immediately at 800-325-6889 for guidance.
Payment in Lieu of Remediation 1.5.2.1
TSP shall contact and schedule the services of a qualified mold remediation firm within 3 GBDs from direction of a Government official, in order to obtain an itemized written estimate, unless otherwise directed by the MCO or responsible PPSO/PPPO.
Items Suitable for Cleaning or Remediation 1.5.2.3
Sentimental items retrieved from a mold shipment will be limited to those few items of extreme sentimental value that cannot be replaced, such as photo albums, special flags and awards, jewelry, or other heirloom type items.
Substantiation of Claims 2.3
In the event that a repair estimate and repairs cannot be obtained, the TSP will be liable for Full Replacement Value (FRV).
Burden of Proof 2.3.2
Failure of electronic items will be assumed to be transit related. On claims that are filed directly with the TSP within nine months of delivery, the TSP will attempt to obtain the repair estimate, including the repair technician’s option as to the source of the damage.
Notice of Loss and Damage 2.3.3
The TSP will provide a toll-free number and email address that the customer can use to contact the TSP on the ‘Notification of Loss and Delivery’ form. Failure to provide the contact information will result in the 180-day notice period starting on the day after contact information is provided or delivery is updated in DPS, whichever is later.
On shipments tendered to you from National, the contact information should be as follows:
National Claims Services
Ph: 800-325-6889
Email: ncs@ncsclaims.com
Salvage 2.7
The TSP may reduce their offer by no more than 25% in exchange for waiving their salvage rights unless there is an established secondary market that would support a higher salvage valuation.
