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  • Claims Request Form

Ingomar Packing Company Customer Claim Request Policy

Purpose

The purpose of the IPC Customer Claim Request Policy is to provide customers with a written, step-by-step method to present concerns to IPC regarding product quality with regard to product integrity, conformance to contract specifications, container integrity, carrier performance, etc.  The system outlined below will enable the customer to gather all required data to process claims and provide the IPC staff with the data needed to investigate and resolve claims without unnecessary delays or confusion.

Procedures

a. Data Collection:

Once a deficiency has been identified, and the customer wishes to file a claim, the customer should gather the information required on the Claim Request Form (see attached). Mandatory information is identified and is required to complete the claim.  Optional information is appreciated, but not strictly necessary.  The Claim Request Form can be found at www.ingomarpacking.com.

b. Filing:

Once the Claim Request Form is filled out, mail the form along with supporting photos to IPC to the attention of: Claims Processing.  Forms and photos may also be sent via email or fax.  All faxed photos must be followed by hardcopy color photos or emailed digital color photos.

c. Resolution:

1. Once the Claim Request Form has been received, it will be reviewed and assigned an Ingomar claim number.  The claimant may then be called if more information is needed to process the claim.  All entries on the form will be completed, and the claim will be assigned a unique numerical identifier.  A copy of the Claim Request Form including the reference number will be faxed and/or mailed to the claimant.
2. Once the above procedure has been completed, the particulars of the claim will be examined and a disposition of the claim will be recommended by the appropriate department.  (Quality, Shipping, Marketing, etc.)
3. Once the disposition is set, the claimant will be informed as to the next step in the procedure.  (credit against invoice, referral to the carrier, replacement of product, denial of claim, etc.)

Parameters

In order for claims to be processed properly, the parameters listed below must be followed.  Claims without proper documentation and submitted in the proper time frame are subject to rejection.

a. Time Frame

1. Claims for physical damage must be reported at the time of receiving and unloading of the product.  Once received as acceptable by the customer, claims reported and at a later time will be subject to rejection.  Once reported, the Claim Request Form along with pictures and proper supporting documentation must be submitted no later than six months after the date of shipment of the product in question from Ingomar Packing Company or its forwarding warehouses.  Freight damage claims in most cases must be submitted to the carrier by the customer, so it is important that if a load is received with damage, photos be taken and notes made immediately to ensure proper evidence of damage.
2. Claims for product quality after 6 months from shipment not related to container damage or storage conditions outside of the parameters outlined on Ingomar Packing Company specification documents will be investigated.

b.Documentation

For each claim, the mandatory fields on the Claim Request Form must be completed, and proper photographic or xerographic documentation must be submitted.  Proper documentation consists of the following:


1. A color photograph clearly showing the described deficiency and the identifying container lot tag affixed to the container. 
2. The photo may be Polaroid, film, or digital, but it must meet all of the above criteria.  This will help IPC Management identify the root cause of a deficiency.  Once a root cause is determined, corrective actions and process improvements can be implemented.
3. The photo(s) may be mailed with a hardcopy of the Claim Request Form, or may be sent by email with an electronic copy of the form.  Photos faxed to IPC with the Claim Request Form must be followed by an actual color photograph or an electronic image.
4. In the event of issues with certificates of analysis, i.e., if the product on the CofA does not appear to meet specifications as listed, a photocopy of the C of A with notations as to the deficiencies is acceptable.

c.Product Disposition

Product should not be disposed of before contacting IPC.  Samples of product or packing materials may be requested as part of the claim investigation.  Product destroyed before the completion Customer Claim Request Policy of the process or prior authorization from Ingomar Packing Company may not be eligible for credit.

Click to complete a claim online