How do I submit a claim?

From your Pulse OSD homepage, click on Add Claim in the top right-hand corner.

This will open the Add Claim Wizard, which will walk you through the steps of submitting a freight claim to AFS for processing.

Step 1: Begin New Claim

If you are set up to view multiple client ID’s, begin typing your customer name or number in the Client text box. Client name will autopopulate as you type. If you are set up to view a single client ID, the Client field will already be completed for you.

Division is not required, but can be used to specify which of your Divisions the claim applies to.

Status and Sub Status: The default values for a new claim are Open and New. Leave these as-is.

Disposition: Leave this option blank. AFS will select the Disposition as necessary.

When finished, click Next.

Step 2: Claim Type and Contact Information

Claim Reason: Select the option from the drop-down list that best fits your claim.

Client Claim #: If you have your own claim numbering system, enter your claim number here.

Requestor Name, Phone, and Email: Provide your contact information so that we may contact you. Requestor information will auto populate as you type. If the desired values are not found, you can manually type your Requestor information and it will be saved for use on future claims.

Description: Enter a detailed explanation of the situation that has made filing a claim necessary.  (This will be sent to the carrier when the claim is filed.)

When finished, click Next.

Step 3: Add Shipment Details

Carrier: Begin typing the carrier name or number to search for the carrier.

If the carrier is not found, you can add it. Click the Add button to the right of the Carrier text box.

Optional Add Carrier: Add a NEW carrier to OSD. The new carrier will be searchable by name.

ProNumber: The system will automatically search for the ProNumber in the AFS system when you enter a Carrier and ProNumber.  If the shipment is found, the details in the AFS system will be pulled in automatically. You may add more information if you wish.

If the shipment is not found, you will need to manually enter the shipment details.

Sender and Receiver: Begin typing the Sender/Receiver name to find the desired Sender or Receiver.

If the Sender or Receiver are not found, click Add to add the Sender and Receiver details to the shipment. This sender and receiver information will be automatically saved for use on future claims.

NMFC Item: Item numbers are optional.

NMFC Class: Class is optional. 

PO Number, BOL: Bill of Lading number and PO Number should be provided whenever possible.

Ship Date, Delivery Date: These are necessary for processing your claim. If the shipment was lost and delivery date is not applicable, leave this field blank.

When finished, click Next.

Step 4: Add Products

Enter the details of the products that the claim is being filed to recover and click Add.

All products that you enter will be saved automatically for future use.

You may change the Units or Unit Cost as needed. Enter as many different products as needed.


Step 5: Add Documents

Browse: Use this button to select documents on your computer. You may also drag and drop the document you wish to upload to the gray box.

Type: Choose a document type from the list that best fits each of the documents you upload.

Document Date: This is required for each document, and indicates the date it was used or created. The default date is the date the claim was created.

Description: Provide a brief description of what the document is, or what it contains. This field is optional.

Confidential: Selecting this checkbox denotes that the document is Confidential and should not be sent to the carrier. Confidential documents can be seen by the AFS Claims Team and authorized Pulse OSD users only.

Click Add to attach the document.  


When finished, click Next.

Step 7: (optional) Notes Many claim activities are automatically recorded in the Notes screen, and you may also enter notes to record activities or additional details about the claim. Notes do not get transmitted to the carrier, and are considered internal records of claim activities.

When finished, click Next.

Step 8: Review and Save.

Review the details of your claim, then click Submit.

Your claim will be submitted to AFS for review, and an AFS Claim number will be assigned.

What happens next?

The AFS Claims staff will review your claim. If all necessary information has been supplied, it will be promptly filed with the carrier.

If additional information is needed, AFS will contact you at the phone number or email address you supplied in Step 2.

AFS will also keep you informed of updates including claim denials, approvals, payments, and settlement offers.