How To File a Movers Damage Claim (2024 Guide)
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Hiring movers can save you time and effort, but even experienced professional movers occasionally crack a table leg against a doorframe or drop a box of fragile items. Accidents happen, and a reputable moving company will have a process for filing a claim and customer service representatives who can walk you through the process. Still, knowing what to expect and what to do if something goes awry is helpful. In this article, we’ll outline the steps for documenting damage and filing a claim and offer tips to make the process easier.
What To Do Before a Move
With a few simple steps, you can protect your belongings and prepare in case of damage.
Analyze Your Bill of Lading
The moving company will issue you a bill of lading, which serves as both a contract and a receipt, when picking up your belongings. The bill of lading includes details about the logistics of the move, the businesses involved, and an inventory of goods. Your inventory should match the movers’ inventory on the bill of lading. Make sure you point out any discrepancies before the move.
A bill of lading contains a great deal of information and some specialized terms, which can make it a little complicated to understand. Read through it carefully, and ask questions about the information it contains.
After delivery, don’t sign the bill of lading before verifying that your items are in good condition. Request that the movers note issues on the bill if you notice any damage or missing items as they unload the truck. In case of damage, the information on the bill of lading will be essential for filing your claim.
Document Your Belongings
We recommend making an inventory list of your belongings, but you should also note the condition and monetary value of any large or valuable items. When possible, keep receipts or appraisals for high-value items. Document any pre-existing damage in writing and take photos for evidence. This will prevent unscrupulous movers from claiming the damage was already there if your items sustain further damage.
Know What Movers Won’t Transport
Some items are too valuable, hazardous, or perishable for movers to transport. These may include the following items:
- Extremely high-value items, such as jewelry and family heirlooms
- Hazardous materials, such as paint, gasoline, and propane tanks
- Important personal documents
- Perishable food items
- Pets
- Plants
Individual moving companies may list additional things they won’t move, such as firearms or large quantities of alcohol. Ask the moving company in advance about what items they won’t transport and make separate arrangements for these things.
Understand Your Coverage
Before you move, make sure you understand the terms of your moving insurance. Moving companies typically offer two main types of insurance coverage, and their cost and compensation rates are very different.
- Released-value protection: This basic coverage is usually included in the cost of your move. It provides minimal protection, typically reimbursing you at a rate of $0.60 per pound per item, regardless of the item’s actual value.
- Full-value protection: This more comprehensive coverage requires an additional fee but offers better protection for your belongings. Under this option, the moving company is liable for the replacement value of lost or damaged items.
You can also purchase additional coverage from a third-party provider, but you must do this before you move. Your homeowners insurance offers some coverage for personal possessions during a move but only in certain circumstances, such as theft or the moving truck getting into an accident. Additionally, your coverage limit will be lower during a move.
What To Do Immediately After a Move
If you notice some of your belongings are missing or have sustained damage after moving into your new home, begin the following process below as soon as possible. These steps will be easier if you’ve prepared by taking the actions listed above.
Examine and Document Damage
Check the items the movers brought into your new home for damage. Write a detailed description of the damage and take pictures with your phone or digital camera. Take photographs from several angles, and try to emulate your original photo before the damage.
After you’ve made thorough documentation, don’t throw away or attempt to repair any damaged items. Leave them exactly as they are and don’t touch them. Often, a claims adjuster will make an in-person inspection of the damage. You could hurt your claim if you alter the condition of the damaged goods. If the item in question is in pieces, keep all the pieces together in a box or bag.
Quick Tip
- Insurance might not cover damage to items if you packed your boxes. The moving company could argue that the damage is due to improper packing rather than the loading and unloading process. You stand the best chance of getting reimbursement for the items inside if the box has sustained visible damage, so thoroughly document any damaged boxes.
Contact the Movers
Your first call should be to the moving company itself. You should make the call even if the movers noticed the damage and volunteered to start the claims process. Contact your move coordinator or a customer service representative at the company and ask about initiating a claim. They may handle your claim in-house or put you in touch with a third-party specialist.
Here are some tips for communicating with your moving company.
- Be aware that this process will take more than a single email or phone call. You’ll probably go back and forth with the company multiple times.
- Whenever possible, communicate by email. This will provide automatic documentation of all communication with the company and any insurance agents.
- If you must use the phone, always note the time, date, and full name of the person you spoke to. Take detailed notes on what they say.
- Save any electronic or paper documentation you have, including contracts, invoices, bills, receipts, and letters. You may need these later as evidence for your claim.
- Don’t send original documents. Scan or copy a hard copy of a document if the moving company or adjuster asks you to send it.
- Get a tracking number or delivery confirmation on any pieces of physical mail so you can prove the company received them.
Filing Your Claim With the Moving Company
After communicating with a company representative, you’ll need to file an official claim and then wait for a response.
Complete the Claim Form
A moving company representative should provide you with the printed or electronic claim form you need to move forward. You have nine months from your moving delivery date to file your claim, but it’s best to do it as soon as possible. Here’s what you’ll typically need to include in the claim form:
- A detailed description of each damaged item
- The estimated value of each item
- The circumstances under which the damage occurred (if known)
- Any supporting documentation (photos, receipts, etc.)
Communicate with your claims adjuster clearly and specifically. For example, if you’d prefer to repair rather than replace a sentimental item, ask for that. Be polite but assertive, and use your knowledge of the bill of lading and your insurance coverage. Be prompt when responding to requests for more information to keep the process moving.
Insurance companies will likely reject your claim if you can’t prove that the item broke during the move or if you ask for more reimbursement than the item is worth. Back up your claim with item descriptions and the photographs you took, and use credit card statements and receipts to prove monetary value. Remember to keep a paper trail throughout the process.
Wait for Repair or Reimbursement
Moving companies have 30 days to notify you that they’ve received your claim after you file it. They have 120 days to resolve payment or reject your claim. You can file a complaint against the company with the Federal Motor Carrier Safety Administration (FMCSA) or the Better Business Bureau (BBB) if you don’t hear back during this time frame. Notifying the moving company that you’re filing such a complaint will often cause it to take action to avoid potentially losing its licensing.
You can check in with the moving company or your claims adjuster every few weeks for updates on the process because sometimes claims move slowly. More often than not, though, you’ll receive a check before the 120 days are up.
What To Do if Your Damage Claim Is Denied
If your claim is denied or you’re unsatisfied with the settlement offer, you have additional options to file a formal complaint against the moving company and pursue your claim.
Dispute Resolution Programs
Many moving companies participate in neutral arbitration programs. These programs can help resolve disputes without going to court. The FMCSA offers a dispute settlement program that you can request if your mover is unwilling to cooperate.
Legal Options
If arbitration doesn’t resolve the issue, you may consider taking legal action. This can take substantial time and effort, so consider what it’s worth to you. Small claims court can be an effective option for claims under a certain dollar amount, which varies by state. For larger claims, consult with an attorney specializing in moving disputes to understand your options.
Helpful Tips and Considerations for Damage Claims
The claims process can sometimes be a long and frustrating one. Here are some tips to make it easier:
- Accidents happen, but if you feel you’ve been a victim of a moving scam, you should also file a complaint with the American Trucking Association.
- File your claim as soon as possible. The longer it drags on, the more difficulty you may have proving that the damage happened during the move.
- Keep detailed notes, documentation, and hard copies all in one place, be it a drawer or a file on your computer.
- Know your rights based on your contract and your insurance coverage. Refer to them when possible.
- Read the Surface Transportation Board’s resources on Lost or Damaged Items.
Our Conclusion
It’s imperative to start a movers damage claim process quickly and document everything thoroughly. Keep meticulous records, and expect the process to take several months. Remember that most moving companies want to provide a positive customer experience, so they’ll often work with you to help resolve your claim. However, if they don’t, you have some additional methods of recourse through the FMCSA or the courts if you need them.
FAQ About How To File a Movers Damage Claim
What is the best way to file a claim for damages?
Contact the moving company and ask to initiate the claims process to get reimbursement for items damaged during a move.
What are a moving company’s liabilities?
According to the U.S. Surface Transportation Board, “a moving company is responsible if it loses or damages a customer’s household possessions during the move. In this situation, the customer can file a claim with the mover to request financial compensation for the loss or damage.”
What insurance do I need to move furniture?
You can purchase moving insurance to cover your furniture and other items in case they sustain damage during the move.
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