Claims process explained

  • Published
  • By Tech. Sgt. Carrie R. Lewis
  • Air Force Flight Test Center Judge Advocate
EDWARDS AIR FORCE BASE, Calif. --  In the last five years, there have been many changes to the claims process and how to go about filing a claim.

Most moves after March 2008 are Full Replacement Value moves. Under the rules of FRV, people file their claims directly with the carrier that moved the household goods. Here are a few important dates to remember.

First, people must file a DD Form 1840R, a pink form titled "Joint Statement of Loss or Damage at Delivery/Notice of Loss and/or Damage", with the carrier to notify them of any damages or loss of items discovered within 75 days of delivery. When the carrier is at the house and has just delivered the household goods, if any damage is discovered at that time, the carrier will annotate the damage on the front side if the DD Form 1840. They will leave a copy of the DD 1840 with the servicemember. After they leave, if any additional damage is discovered, it must be listed on the back of the DD Form 1840.

There are a few ways a DD Form 1840 can be filed. One way is online with the Claims Service Center at https://claims.jag.af.mil within 70 days of delivery and the AF will ensure the pink forms are properly dispatched to the carrier. Additionally, the local base legal office can also send the pink form to the carrier with the additional damage/loss noted, but this must be done within 70 days of delivery. Failure to timely turn in the pink forms may prevent payment for the additional loss/damage that was not listed on the front side of the DD Form 1840.

The second important date to remember is that a claim must be filed within nine months of delivery with the carrier that moved the household goods. Beyond the nine month mark, one can try and file a claim through the carrier and if denied, try filing it with the Claims Service Center. If the claim is payable, the standard depreciation rate will apply. This means less money that could have been reimbursed than with a claim filed within the nine month period. As always, if a claim is not filed within two years, it will most likely be barred by the statute of limitations.

If an item is lost or destroyed, the carrier should pay to replace it with a like item (usually with a new item, but there are circumstances when it could be used). Instead of being paid the depreciated value of the lost or destroyed item, the servicemember will be paid to replace the actual item. The carrier will still require proof of the item's value and quality and will likely want evidence of what it will cost to replace it. For an item that is damaged, the carrier can request estimates for repair, get their own estimates, or repair it themselves. Be aware that if a claim is filed with the carrier within nine months of delivery, do not get repair estimates unless the carrier requests it first, otherwise, it may not be reimbursed.

The carrier should pay, deny, or make an offer within 60 days of receipt of a complete and substantiated claim. If an agreement is reached between the customer and the carrier, and the carrier offers to pay for an item, a legal release for that item can be signed and the money can be paid to the customer. However, if the carrier pays for an item that the claimant does not wish to accept, do not cash the check. Once the check is cashed, the carrier's offer has been accepted.

Disputed offers from the carrier can be transferred to the Claims Service Center. At that point the CSC will pay an appropriate repair or depreciated value and then the CSC will try to collect the FRV from the carrier. If the CSC collects more money from the carrier than what the customer was paid, the CSC will pay the extra money to the customer. This process could take up to six months.

Keep in mind that a carrier may try to work an "all or nothing" settlement, which if accepted, will not allow transfer of disputed items to the Claims Service Center. Call the CSC if you have any questions.

Other types of trauma-related claims, such as those resulting from the alleged negligence of a government vehicle driver, for example, will continue to be processed at the base legal office.

For questions, call the Air force Claims Service Center at DSN 986-8044 or toll free at 1-844-754-1212 or call the Edwards Legal office at 661-277-4380.