Our goal at Pioneer Van Lines, Inc. is to provide the highest level of satisfaction and responsive customer service to the military members we serve. We have contracted Government Move Services, Inc. to handle all claims and they may be contacted at (877) GMS-0686 or emailed at claims@pvln.com.
The FRV program provides for the repair or replacement of items that are damaged or lost during the course of your move, up to the limits published by the Department of Defense. Under these guidelines, we as the TSP are responsible for settling your claim.
It is imperative claims for damages or missing items be documented and substantiated in detail to us as soon as possible so we may process your claim in a fair and timely manner. We want to ensure you understand the filing options so you may receive a quick and fair settlement should you need to file a claim. There are three possible settlement methods, as outlined below.
METHODS OF SETTLEMENT
1.QUICK CLAIM SETTLEMENT
Based upon your completed DD Form 1840 filled out at the time of delivery, and with substantiated proof (pictures and/or documentation), you may be eligible for a quick claim settlement up to $500.00. We must have this completed within 5 days of delivery. If you would like to see if this option is available, email us at: claims@pvln.com immediately after delivery. Please include in your email a copy of your DD Form 1840 and any supporting documentation. You may also fax to: (425) 776-4137.
2.REPAIR/REPLACEMENT/LOSS OF VALUE
If your claim is more complex in nature, or you file your claim after 5 days, but before 9 months after the delivery date, you will file your claim using the DD Form 1844 which can be found below. Upon receipt of your claim, we will review your offer to determine the best course of settlement. We will make you an offer within 60 days of a completed DD Form 1844 and pay you within 30 days of an accepted offer. Please keep all damaged items for inspection unless we give you permission to dispose of them. Please remember any items you are paid full replacement value for becomes the property of the TSP, and you may be requested to send the item to us, or we will make arrangements with a local agent to pick-up larger items.
3.FILE WITH THE MILITARY CLAIMS OFFICE (MCO)
If you file your claim after 9 months from the date of delivery, or would rather file your claim with the MCO, you can file directly with your local claims office. Please remember, the TSP still has the right to salvage any items you are paid full replacement value for when you file your claim with the MCO.
FURTHER INFORMATION ON FRV CAN BE FOUND AT THE FOLLOWING WEBSITE: http://www.sddc.army.mil...