Hello, we're sorry to hear there was an issue with the transport. Claims are never something we want to occur in any transport, but it does happen. It's important that we follow proper procedures in order to assist with the claim. Montway assisted the reviewer with the steps they could take to proceed. Montway is a 3rd party broker and does not make any judgment when it comes to claims proceedings. If you have any questions, please email us at feedback@montway.com.