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Frequently Asked Questions (FAQ)

Here you'll find answers to many of the common questions Service Members have about shipping their Privately Owned Vehicle (POV).

Q. What are my options to file a claim?

A. There are four different options for filing a claim; Site Settlement, IAL Claims, Military Claims, and Inconvenience Claims. Each offers a different level of service and convenience with Site Settlement almost always being the preferred option.

Q. How is a Site Settlement determined?

A. A Site Settlement is a combination of part repair or replacement costs plus labor. Our Vehicle Processing Center (VPC) staff will refer to the Audatex Repair Guide to determine pricing on parts (same as auto body shops). The VPC will also calculate a labor rate that is based on the current average of local repair facility labor rates.

Q. What is the Audatex Repair Guide?

A. The Audatex Repair Guide is a nationally respected resource that provides a listing of replacement parts for all makes and models of vehicles.

Q. When do I get payment?

A. Your payment will be sent electronically to your bank account.

Q. Is there a maximum for the Site Settlement?

A. Yes. Our Vehicle Processing Center staff is authorized to provide settlement compensation for any damages up to one thousand dollars ($1,000).

Q. What is the difference between a Site Settlement and IAL Claims?

A. The Site Settlement is completed at the Vehicle Processing Center at the time of POV delivery. The IAL Claims process requires you to file an estimate (all information must be in English) to the IAL Claims office located in Brunswick, Georgia. Your submitted claim will be reviewed, processed, and returned no later than ninety (90) days from the date of receipt.

Q. What do I need to file an IAL Claim?

A. You will need to email or fax the following documents to the IAL Claims office:

  1. Vehicle Inspection and Shipping Form (VISF), front and back
  2. An estimate (all information must be in English)
  3. Pictures of the claimed damages
  4. You can speak with the IAL Claims department via our toll free number (855.389.9499) and select "Claims" from the voice menu
  5. The IAL Claims fax number is 912-280-6019 and the email address is claims@ialpov.us

Q. What do I need to file with the Military Claims office?

A. Due to the changing nature of military claims practices, IAL strongly recommends that you contact your local military claims office for additional guidance.

Q. Who do I contact regarding my POV shipping entitlement?

A. Contact your Personal Property Shipping Office.

Q. What is needed to file an inconvenience claim?

A. Please complete the inconvenience claims form and include all receipts documenting your out of pocket expenses. You may submit your inconvenience claim to the VPC at time of vehicle pickup or you can scan and email to claims@ialpov.us. All inconvenience claims are handled on a case by case basis.Your submitted claim will be reviewed, processed, and returned no later than ninety (90) days from the date of receipt.

Q. Where can I obtain more detailed information for preparing my POV for shipment?

A. You can contact your local Personal Property Officer, the Vehicle Processing Center you plan to ship from, or consult Attachment K3 of the Defense Transportation Regulation, Part IV

Q. Why am I restricted to only 1/4 tank of fuel?

A. U.S. Code of Federal Regulations (Title 49, Transportation, Carriage By Vessel, Section 176.905, Para A (2) specifically states: "The fuel tank of a motor vehicle or mechanical equipment powered by liquid fuel may not be more than one-fourth full."

Q. What are the conditions for cleanliness?

A. The exterior of your POV must be washed and clean of all dirt. The interior of your vehicle must be vacuumed clean (dry vacuumed only).

Q. Who do I contact regarding my vehicle shipment?

A. Please contact the Vehicle Processing Center nearest your present duty station.

Q. What documents do I need to TURN IN or PICK UP my vehicle?

A. Please visit the vehicle "Turn-In" or "Pick-Up" areas of this website for details.

Q. How long do I have to pick up my vehicle?

A. You have twenty-one (21) days from availability date. The destination Vehicle Processing Center will notify you either via email or postcard within twenty-four (24) hours of vehicle availability. You can also track your vehicle's progress here on our website.

Q. What is the difference between an "Authorized Port" and an "Alternate Port"?

A. In general, an "Authorized Port" is the Vehicle Processing Center or destination closest to your new duty station. You may elect to ship to an "Alternate Port" for your convenience; however, you may incur additional cost. Please consult your personal Property Officer or the nearest Vehicle Processing Center regarding additional cost and your options for payment.

Q. How do I know if there are restrictions when shipping my POV to a foreign country?

A. Please consult your local Personal Property Officer for detailed information.

Q. What items may be shipped with my POV?

A. Please consult your Personal Property Officer, the SDDC "Shipping Your POV" pamphlet, or the Vehicle Processing Center nearest your duty station. A complete listing of Vehicle Processing Centers may be found here on this website.

Q. Who do I contact regarding my vehicle shipping entitlement?

A. Contact your Personal Property Shipping office or the Vehicle Processing Center nearest your present duty station.

Q. What documents do I need to turn-in or pick-up my vehicle?

A. Please visit the vehicle "Turn-In" or "Pick-Up" areas of this website for details.

Q. What is the difference between an "Authorized Port" and an "Alternate Port"?

A. In general terms, an "Authorized Port" is the VPC or destination closet to your new duty station. You may elect to ship to an "Alternate Port" for your convenience. Additional cost may be incurred, please consult your personal Property Officer or the nearest VPC regarding additional cost and your options for payment.

Q. How do I know if there are restrictions when shipping my POV to a foreign country?

A. Please consult your local Personal Property Officer for detailed information check the Personal Property Consignment Guide.

Q. What is the process to get my car cleared by U.S. Customs?

A.

Prior to both sailing from the origination port and arrival at the debarkation port IAL submits documentation to U.S. Customs for review and approval of the cargo in question.

The Customs entry will also include the Service Members personal information such as: Name, Social Security Number, U.S. Address, Vehicle Make/Model/Vin, as well as the NADA value and the arriving vessel and voyage information.

U.S. Customs reviews all data and forms to ensure they are compliant with CBP regulations for entry into the United States. U.S. Customs checks to ensure the vehicles in question are both DOT and EPA compliant for entry into the United States. If they feel there are any discrepancies they can place one container or the entire shipment on hold for further inspection.

Q. Can U.S. Customs hold my vehicle once it has been cleared?

A.

Once the Customs entry is submitted, U.S. Customs will determine if all paperwork or electronic submissions have been provided and if the vehicle/container can be released or if they wish to inspect it based on a "random examination" or a "targeted exam".

Types of exams Customs has the authority to order are:

  • VACIS exam
  • MET exam
  • USDA inspection
  • FDA exam

Customs can also choose to place a manifest hold on the entire ocean Bill of Lading which means ALL vehicles listed on the Bill of Lading are held until they satisfy their inspections.

Q. Who determines if a vehicle/container is selected for additional screening?

A. All holds of cargo are at the complete discretion of U.S. Customs, and no third party entity can control or supersede Customs' decisions.

Q. Once my vehicle is released can it be moved off the port?

A. Once released, the vehicle/container cannot be moved from the port until ALL the vehicles on the specific Bill of Lading are released.

Q. What is the difference between U.S. Customs clearance and the Ocean Carrier or Ocean Line clearance?

A. Ocean Carrier/Line clearance comes after the U.S. Customs clearance and is where the Ocean Line must compare the Bill of Laden against X and once they confirm the vehicles/containers are the same they perform a "Line Release" which allows the cargo to be removed from the port.

Q. What happens if there is an issue with the Ocean Carrier/Line comparison?

A. The cargo is place on what is referred to as a Line Hold until any discrepancy is addressed and corrected.

Q. Can my vehicle be cleared by U.S. Customs but placed on a Line Hold from the Ocean Carrier?

A. YES, there are instances where the U.S. Customs will show the vehicle has been released or cleared by U.S. Customs, but it has NOT been released by the Ocean Carrier/Line which means there is a "Line Hold".

Q. What happens once my vehicle has been cleared by U.S. Customs and the Ocean Carrier/Line?

A. Once all of the vehicles on the Bill of Lading are released by U.S. Customs and the Ocean Carrier/ Line, the vehicles/containers can then be moved from the port to the container freight station to be pulled from the containers and booked for transportation to their final VPC for pickup by you the service member.