Claims Assistance

Claims Assistance

At Ocotillo Services, we provide professional support to help you navigate the claims process efficiently and effectively. While clients are responsible for filing claims with vendors or freight companies, we ensure you have the documentation and information needed to make the process as seamless as possible.

Our Claims Support Services

• Damage Documentation: We visually inspect the exterior of all parcels upon arrival. If we suspect damage—such as visible packaging issues or concerning sounds (e.g., broken glass)—we conduct a full inspection and document any findings.
• Driver and Dispatch Coordination: If damage is confirmed, we mark the Bill of Lading (BOL) with “Item Damaged” and, when possible, request the driver to report the issue to their dispatch.
• Detailed Reporting: Clients are immediately notified via email of any concerns. All relevant details, including item photos, the BOL, and notes, are uploaded to The Ocotillo Cloud (TOC) for your review and action.

Example of the Claims Process

If an item arrives with visible damage:

1. Our team inspects the parcel and documents the issue with photos and notes.
2. We notify the driver and mark the BOL appropriately.
3. You receive an email alert and can log into TOC to review the item details.
4. Using TOC, you can add notes such as:
   • “I’ve started a claim with the vendor.”
   • “This item will be returned (RTV).”
   • “Please provide a repair estimate.”
   • “We will accept the item as is.”

Preparing for Claims

To ensure a smooth claims process, we recommend:

• Having your vendor and freight company contact information readily available.
• Regularly reviewing item details in TOC and acting promptly if damage is reported.

Important Information

Please be advised that not all vendors are inclined to engage directly with Ocotillo Services. We exclusively function as a third party in your transaction and do not serve as the direct purchaser or owner of the product in question. While we are here to support you with documentation and communication, the responsibility for filing and managing claims lies with you as the client.

Time-Sensitive Actions

Most vendors and freight companies have a strict 48-hour window for filing claims. We strongly encourage you to review damage reports immediately to secure reimbursement, repairs, or replacements for affected items.

Contact Us for Support

If you have questions or need assistance with claims, please don’t hesitate to reach out. Contact us by:

• Phone: 760-507-1600
• Email: info@OcotilloServices.com
• The Ocotillo Cloud (TOC): Log in HERE to access item details, photos, and notes.

At Ocotillo Services, we are committed to supporting you throughout the claims process with professional and reliable service.