U.S. Army PCLAIMS: FAQs

FAQs

You must report all loss and damage to the Transportation Service Provider (TSP) within 180 days of the date of delivery to preserve your right to file a claim for those missing or damaged items. This report of loss or damage can be completed on the Notice of Loss or Damage at Delivery Form (1850) provided to you by the moving company (TSP), on the Notice of Loss or Damage after Delivery Form (1851) provided to you by the moving company (TSP), through the Defense Personal Property System (DPS) at http://www.move.mil/, by mail, fax, or by attaching the form to an email and emailing it to your TSP. Whichever way you choose to get the Loss/Damage Report form to your TSP, make sure the TSP receives it within the required timelines following delivery of your household goods to your new home. You must keep your proof of dispatch, i.e., a return mail or certified letter receipt, fax confirmation sheet, email delivery confirmation, or email "read" receipt. NOTE: Filing notice of loss/damage does not constitute a claim.

If your claim is not settled within 90 days or your claim is denied, you may file a claim with the Military Claims Office on the PCLAIMS page.

No. Only the soldier or civilian employee can file the claim; however, with the proper Power of Attorney, your spouse or partner can be involved in communications regarding the claim.

The TSP has 15 days after you submit your claim to acknowledge that they received it. The TSP must take one of the following actions no later than 30 days for claims under $1,000 or less and 60 days for claims of $1,000 or more: Pay the claim in full, Deny the claim, or Make offers on each item claimed. Once the TSP meets the above requirements, as long as you continue to negotiate the claim with the TSP the claim remains active. The TSP may make a final offer to terminate negotiations, and you may elect to transfer the whole claim, or specific items, to MCO for adjudication.

You may transfer your claim to the Military Claims Office (MCO) if the TSP fails to respond to you within 30 days from the date you claim is submitted, or if the TSP does not offer to pay the claim in full, deny the claim in full, or make offers on each claimed item within 30 days from the date you submit the claim for claims under $1,000 or 60 days for claims of $1,000, or you cannot reach an acceptable settlement to your claim. It is also possible to accept offers on some items and transfer other items to the MCO. In order to transfer to the MCO, you will select the "transfer to MCO" option in your DPS claim. At this point, it will be necessary for you to actually file your claim with the Army as transferring a claim to the MCO in DPS does not notify the MCO that you are transferring your claim nor does it constitute a claim with the Army. To continue your claim with the Army go to: PCLAIMS or contact CPCS for more information and/or assistance: Email: usarmy.knox.hqda-otjag.mbx.cpcs@army.mil

Inconvenience claims are separate from property claims associated with the loss and/or damage to personal property. You must file an IC directly with the TSP. If you cannot resolve the action with the TSP you must contact your installation Transporation Office. The U.S. Army Claims Service cannot entertain inconvenience claims.

An inconvenience claim is payment to a DoD customer to account for inconveniences associated with a mover's inability to meet agreed and/or required pickup and delivery dates.

The payment is intended to offset expenses incurred by a you and your dependents because you are not able to use necessary items in your shipment to establish your household due to the moving company's failure to adhere to the agreed-upon schedules.

The payment does not require you to keep receipts unless you incur actual out-of-pocket expenses, above the per diem rate for first 7 days, to obtain necessary items to establish your household. These include items such as: rental furniture, appliances, air mattresses, pots, pans, & dishes, paper goods, pillows, linens & towels, or laundry services.

More information:

https://move.mil/

https://move.mil/sites/default/files/inline-files/Inconvenience%20Claims%20September%202020.pdf

If the moving company purchases or reimburses the customer for these tangible household items, they have the option to make arrangements to reclaim those items upon delivery of the customer's shipment.

You should immediately contact your local transportation office (local personal property office) QA/QC (Quality Assurance/Quality Control) as well as local law enforcement. https://www.move.mil/resources/locator-maps

If you provided proper notice of loss or damage but failed to submit your claim to the TSP within 9 months, you may still submit your claim but you will only be eligible for depreciated value. Additionally, in order to be eligible for depreciated value, you must submit the claim to the TSP within 2 years of your delivery.

No. Small pilferable items such as this should be hand carried to your next duty destination. NOTE: It is recommended that if you have items such as this, and other items that you wish to hand carry to your next duty station, you protect these items during pack out by locking them in the trunk of your vehicle or in a locked area of your home. If items such as these are stolen at the time of pack out, this is considered a theft and you should immediately contact your local transportation office (local personal property office) QA/QC (Quality Assurance/Quality Control) as well as local law enforcement. https://www.move.mil/resources/locator-maps

This one can get tricky, so make sure you know the difference between the two and the overall process. A Notice of Loss Damage (NOLD) or Loss/Damage Report is your way to notify the household goods carrier (Transportation Service Provider - TSP) that some of your items are missing or were damaged during the delivery process. Please note that there is 180 day deadline from the date of delivery. A CLAIM is made when you request reimbursement for lost or damaged items. Please note there is a deadline of 9 months from the date of delivery to be eligible for Full Replacement Value (FRV). Claims filed after 9 months will be reimbursed depreciated value. Claims filed 2 years or more from the date of delivery will be denied.

YES. You are required to retain the damaged item(s) in order for the TSP to have the opportunity to inspect the item(s) and determine the extent of the damage and if the item(s) can be repaired; however, if the broken item(s) contains glass or other material that would pose a safety hazard, you may dispose of the item(s) but only after you have taken photos that clearly depict and substantiate the damage.

If the Transportation Service Provider (TSP) did not conduct an inspection of your damaged items, and the items you are claiming are electronic in nature, or you have claimed an amount in excess of $100, an estimate of repair may be required. Your claims examiner will discuss the need for any estimates of repair with you once your claim has been assigned. If your claims examiner requests an estimate of repair, and you incur an estimate fee, the fee is reimbursable as part of your claim.

An inconvenience claim goes directly to the Transportation Service Provider (TSP) when they fail to pick up on the agreed date and deliver on or before the adjusted RDD, or if they fail to meet the agreed upon delivery date out of storage in transit. If you need assistance or have questions on the Inconvenience claim process, please contact your local transportation office (local personal property office). https://www.move.mil/resources/locator-maps

The TSP has 30 days, after you accept their settlement offer, to issue payment.

Proof of tender simply means proof that an item was included in a shipment. Proof of tender is usually substantiated by the item being listed on your household goods inventory. However, as you know, not every single item in your shipment is listed on the inventory. You should also be aware that if it is reasonable for an item to be in a box and not listed separately on the inventory, you may still claim it. For instance it is reasonable for a blender to be packed in a box labeled "Kitchen", and a claim for the blender should not be denied simply because it was not listed separately on the inventory.

Click the provided link to download the ABCs of Claims: ABCs of Claims

You are still required to notify the moving company (TSP) of this loss. Additionally, the TSP is prohibited from paying you for these items as the items are the property of the United States. The TSP will notify the Army of your claim for missing OCIE (TA-50) and the Army will then file a claim to seek recovery from the TSP. As you cannot be compensated for this loss, you will receive a denial letter from the Army that you will present to your command in order to initiate the FLIPL (Financial Liability Investigation of Property Loss) process. The FLIPL officer should find you not liable as the loss/damage occurred pursuant to shipment under PCS orders if you made timely notice of the loss or damage to the TSP.

The Department of Defense Self-Service Logon (DS LOGON) is the DOD's secure, self-authentication protocol that provides Retired Soldiers and other beneficiaries, who don't have Common Access Cards, access to their personal records and information on many DOD and VA websites. You may access the DS Logon site at: https://www.dmdc.osd.mil/identitymanagement/.

If you receive a notice that a 4-Digit Access Code is being e-mailed to you, but you never receive the email, please contact the ITD Service Desk by submitting a ticket at https://www.jagcnet.army.mil/TRACKS/ITD/new-ticket.

You will receive an Electronic Funds Transfer (EFT) to the financial institution currently on file with DFAS.

A claim must be presented to the Army within 2 years from the date of delivery. Once you have transferred your claim to the Military Claims Office (MCO) in DPS, you will file your claim online at PCLAIMS.

At destination, you and the representative from the Vehicle Processing Center (VPC) should inspect the vehicle together. Note any new damages on the 788, vehicle inspection form. The representative from the VPC should note on the form whether they agree/disagree with the damages you have reported and noted. Be sure that both you and the representative sign and date the 788. NOTE: All damage must be reported to the VPC at the time of pickup or within a few hours of leaving the VPC. If you notice damage after you have left the VPC, return to the VPC and report the damage. If you have departed the VPC area travelling to your installation, you must notify IAL no later than 48 hours from the time you picked up your vehicle to preserve the right to file a claim. Be sure to take any necessary photos of the damage and you may also be required to obtain an estimate of repair. You should file your claim at the VPC or through International Auto Logistics (IAL) as soon as possible (toll free number 855-389-9499 IAL Claims fax number is 912-280-6019 and the email address is claims@ialpov.us). If your claim is submitted to the IAL Claims Office and not settled on site, your submitted claim will be reviewed, processed, and returned no later than ninety (90) days from the date of receipt. For more information regarding your POV shipment, please visit https://pcsmypov.com.

It is recommended that you take a video of these items working prior to shipment. Be sure that you utilize items such as a newspaper to document the date in which the video was taken. Pre-Move and Moving Day Video

Yes. Under the Personnel Claims Act and Army Regulation 27-20, the Army can only pay you depreciated value. Normal depreciation is taken on the missing or damaged items in accordance with the Allowance List Depreciation Guide (ALDG) to compensate you only for the actual value of the item at the time they were lost or destroyed. While the Army can only pay depreciated value, the Army will forward a demand against the Transportation Service Provider (TSP) for full replacement value for the items that were missing or that could not be repaired. If the Army is able to recover payments exceeding what you have already received for that specific line item, you will be reimbursed for any recovery exceeding the depreciated loss.

If your moving company denies reimbursement or disputes all or some of the items you claimed, contact your local transportation office (local personal property office) for assistance. They will review your inconvenience claim and let you know if the mover has to reimburse you for your items. There may be circumstances when your moving company is not responsible for paying your out-of-pocket expenses. Some examples are natural disasters, acts of the government, or strikes that may have caused a delay with your shipment. If you have questions, contact your local transportation office (local personal property office) for help. https://www.move.mil/resources/locator-maps

You will receive an Electronic Funds Transfer (EFT) to the financial institution currently on file with DFAS.

Claims of this type are considered "real property" claims. If you notice damage caused by the movers, point it out to the moving company's lead crew member or supervisor. Photograph the damage, and reach out to your local transportation office QA/QC (Quality Assurance/Quality Control) immediately to speak with an inspector if possible. If a claim is necessary, it should be filed directly with the responsible moving company (Transportation Service Provider) listed on the customer's Bill of Lading (not the company that caused the damage). It is also recommended that before you start moving into the house, ask the movers to accompany you on a survey of the residence. This way you can point out and agree upon pre-existing property damage (if any). This includes stained carpet, damaged walls and more. Once this has been noted, the movers can start to unpack the truck. The movers should also put down mats/plastic to protect the flooring near high traffic areas. NOTE: The Government cannot reimburse for damage to real property (home).

When filing your claim with the Transportation Service Provider (TSP), they are required to adjudicate your claim under Full Replacement Value (FRV) rules. However, be advised that FRV does not apply to damaged items that can economically be repaired. TSPs are required to pay the lesser of either FRV or repair cost of a claimed item. Repair costs should be based on an estimate of repair from a reputable repair firm and the TSP is responsible for obtaining the estimate of repair in most cases. See the attached document for a more detailed explanation of FRV.

The High Value Inventory lists your items that are of greater value than $100 per pound such as: Designer Purses/Bags. expensive/designer shoes (e.g., Jordans, YSL, Gucci), Televisions, Electronic Gaming Systems, Computers, Coin Collections, Shoe Collections, Antiques, China, Valuable Artwork, and other such expensive items. NOTE: It is imperative that both you and the moving company (TSP) sign, initial and date the High Value Inventory at the time of pack out and delivery. Ensure that all High Value Inventory boxes are opened and inspected on the day of delivery and note any discrepancy at that time. Signing the High Value Inventory at delivery without any exceptions noted, may prevent you from later claiming those items as missing or damaged.

If you notice damage, it's recommended that you write down the inventory tag, take photos and write down the specific damage to the item. This will be very helpful when you go to file your claim online. If noted on delivery day, movers should provide you with a Notification of Loss or Damage AT Delivery Form. Ensure that the Transportation Service Provider's (TSP) contact information is clearly listed on the form. Delivery Day and Filing Your Claim Video

In most cases, the TSP will conduct an inspection especially if there is extensive damage. There are instances where the TSP will not conduct an inspection; however, the TSP has the right to inspect any item that has been presented as part of your claim. Failure to cooperate with an inspection can result in a denial of that item by the TSP and the Military, or be the basis for the MCO to authorize an extension of the timeline the TSP must act in. If you have any questions regarding an inspection, please contact the Military Claims Office (MCO), Center for Personnel Claims Support (CPCS) by email at usarmy.knox.hqda-otjag.mbx.cpcs@army.mil for further guidance.

Your Transportation Service Provider (TSP) must acknowledge receipt of your inconvenience claim within 5 government business days.

Customers should receive reimbursement within 30 calendar days from contact.

Note any discrepancies to the items in the exception notes on the inventory sheets that both you and the Transportation Service Provider (TSP) will sign. You may also contact your local transportation office (local personal property office) QA/QC (Quality Assurance/Quality Control). https://www.move.mil/resources/locator-maps