HELP CENTER
HOW TO FILE A CLAIM

ACERTUS takes pride in our 99.5% damage-free delivery rate. In the rare event you need to submit a claim, either for vehicle damage or missing items, please submit your case to [email protected] within 48 hours of delivery. Claims are time sensitive and must be reported to ACERTUS within the allotted time frame.

When submitting your claim, please include the following:

• VIN number
• Copy of signed Delivery Receipt or Electronic Proof of Delivery (ePOD)
• Description of damage being claimed
• Three photos of damage (near and afar capturing location of damaged panel)
• Detailed estimate (required but, not needed to submit claim.)
• Bill of Sale (major damage)

All will be required before payment is issued for accepted claims with a signed release.

Before submitting your claim, please be advised:

• All damages must be notated on the Delivery Receipt (ePOD) or presented BOL during the delivery inspection, or your claim will be denied.
  
• If a vehicle is received Subject to Inspection (STI) or after hours, you will need to conduct your inspection and present the damage(s) to ACERTUS within 48 hours, as required for notification of damage(s) on STI drops. Any notification received outside of this timeframe will result in full denial of the claim.
• In the event, “hidden” or “concealed” damage is found after the delivery inspection, it must be reported to ACERTUS within 24 hours, or your claim will be denied. Hidden or concealed damage is classified as damage(s) that can only be seen if the unit is lifted on a hoist or airlift.