At a Glance

  • Estes Express Lines President and COO Webb Estes said in an interview with Trucking Dive on Wednesday that the company used to pay about $30 million annually in cargo damage claims, but a reformed bonus program has reduced claims by nearly 80% compared to a decade ago.
  • He said (with figures provided from memory) that cargo damage payouts fell to $14 million in 2025, while damage-related bonuses paid to employees totaled $11 million.
  • "My goal this year—not sure we'll hit it, but we should be close—is to actually pay out more in damage bonuses to employees than we pay in claims to customers," he said, emphasizing the multiplier effect of undamaged freight for both customers and Estes.

Deep Dive

Less-than-truckload (LTL) carriers often emphasize their commitment and ability to deliver freight without damage; for example, Old Dominion Freight Line and XPO have both recently cited their extremely low claims ratios.

In the second quarter, Old Dominion reported a claims ratio of 0.1%while XPO's claims ratio fell below 0.2%,setting a company quarterly record.。

Estes alsoclaims to be a top performer on this key metric,with its website stating it safely handles millions of shipments each year. In itspremium service,Estes also offers a no-damage guarantee.

Investment in the workforce has made a difference. Estes' President and COO noted that the company's driver turnover rate is below 10%, and dockworker turnover has fallen by more than 65% from its 2022 peak, thanks to improved pay and training.

"Our workforce is very engaged," Estes said. "We love celebrating them and doing a good job."