|Casualty Claims||Handles any claim related to property damage or personal injury. An example would be damage to a customer’s facility.|
|Overcharge Claims||Miscellaneous Accounts handles and involve claims related to freight bills issued by Norfolk Southern. Examples of overcharge claims include: rate errors, duplicate payments, over payments, weight errors, prepaid versus collect disputes, rule 11 versus through rates, or billing issued to the incorrect customer.|
|Damage Prevention||Works with our customers to reduce damage to lading through education and discussion on how to best move product in the safest manner and damage-free. To determine what is a loss is the first step of Damage Prevention. Once notified, the Damage Prevention Department will provide the claimant instructions regarding the process of mitigation, salvage and claim resolution.|
|Freight Claims||Handles claims related to lading loss or damage.|
System Claim Office (SCO): 1–800–230–7049
Hours: Monday–Friday 8AM–5PM EST
Need to submit an overcharge claim? Start the process here.
| Lorrie Wilbanks, Mgr Misc Accts
| Roger Grimmett, Asst Mgr Misc Accts
To report damage? Start the process here.
Notification of Damage should occur as soon as possible. Note intermodal shipments are governed accordingly by NS Intermodal Rules Circular #2 Section 8.7.
Freight Loss & Damage claims are handled according to NS Conditions of Carriage & NS Intermodal Rules Circular #2.
To submit a freight claim? Start the process here.
Voice: 800–742–6315 (select by Commodity type)
For manual freight claim remittance:
Norfolk Southern Corporation
1200 Peachtree St. NE 153F
Atlanta, GA 30309
After receipt of email with NS claim number, you may check your claim status by emailing firstname.lastname@example.org
The following are instructions and documents to help customers with the Freight Claims process:
AccessNS provides Norfolk Southern customers with a single web based interface providing user-friendly informational support. Using accessNS will allow you, the claimant the ability to view and track the status of your claim.
To register for AccessNS, please fill out this registration page.
*If you already have accessNS sign on ability but need to view the Customized Reports design for Freight Claims Settlement please contact email@example.com, or call at 1-800-525-2360.