A Complete Guide to the Claims Process Should Movers Damage Your Stuff

With the best will in the world, accidents still happen.

Knowing what steps to take to ensure that you are properly insured and that, should the worst happen, you know exactly what to do, is crucial to help prevent a disappointing event from becoming a costly and heartbreaking one. 

Key Takeaways

• Items that you pack yourself are rarely covered by insurance
• Before movers arrive, document everything (photos, inventory, receipts)
• Read the mover’s valuation/claim policy
• Check their DOT/FMCSA record that they hold insurance coverage
• Seriously consider hiring the mover to pack
• Choose the right valuation option (released vs full replacement)
• Know the steps to file a claim: notify the crew and carrier at delivery, keep the bill of lading, gather evidence, submit a written claim per the mover’s procedure, and escalate (state agency, small claims, or insurance) if needed.

Why you need to fully understand the claims process

When possessions are damaged in a move, it’s stressful, time-consuming, and often avoidable.

Knowing what to do before, during, and after a move significantly increases the chances that you’ll be reimbursed, speeds up the process, and reduces nasty surprises.

This guide explains:

• Precautions to take before packing and on moving day
• How to research a mover’s reputation and insurance using their DOT number and public registries
• Why hiring professional packers matters for coverage
• The difference between self-packed vs. professionally packed coverage
• The step-by-step claims process and practical templates you can use

You may also like to read: Home Moving Insurance. Being underinsured is the number one home-moving mistake. Discover all you need to know about home moving insurance in this comprehensive guide.

Claims & Insurance Glossary

• Bill of Lading (BOL): The mover’s contract and the most important delivery receipt. Often required to file a claim.
• Inventory: Itemized list of your boxes and high-value items created before or during loading.
• Valuation / Liability options: The carrier’s declared liability for loss/damage. You will typically be offered Released value (very low reimbursement per lb) and Full replacement value (higher, costs more).
• DOT number / FMCSA: The U.S. Department of Transportation (DOT) number identifies interstate carriers. FMCSA and SAFER provide public records. (If you’re outside the U.S., check your national transport regulator.)
• Third-party moving insurance: A Separate policy you can buy from an insurer (not the mover) for broader coverage.

You may also like to read: Understanding Your Moving Quote. In this guide, we look at the different types of quotes you may get for your move and what the differences are.

Precautions to Take Before Packing

In the days before your movers arrive:

Photograph Everything of Value

• Photograph large items, and especially valuable/fragile pieces (with close-ups of serial numbers, maker’s marks, and receipts if you have them).
• Take photos of pre-existing damage. Date and back up photos to cloud storage.

Create a clear written inventory

• Note each item and its current condition. If the mover provides an inventory list, compare it against yours at loading.

Read the mover’s valuation/claim policy carefully

• Ensure you understand the time limits to report damage, required forms, and valuation options. It is essential that you know this so that you do not miss any deadlines for making a claim.

Check the mover’s reputation

• Read recent reviews that mention claims, damage handling, responsiveness, and refunds (more on how to read reviews below).

Decide how your goods will be packed

• If you want coverage for fragile or high-value items, hire the mover’s professional packers.
• Many movers only cover items they pack.
• For self-packed boxes, coverage is often limited or excluded.

Ask about valuation and buy the level of protection you need

• Before booking, ask for written confirmation of the valuation option you selected.

Keep receipts/proof of value

• For high-value items, receipts, appraisals, or serial numbers help prove value.

You may also like to read: How to Make a Packing Inventory. Having a packing inventory is vital to ensure that nothing is missing and to assist in the event of an insurance claim. In this guide, we explain how to create a simple packing inventory.

How to Choose a Reputable Mover

Thoroughly researching any mover you intend to hire is vital:

Read reviews

• Focus on recent reviews (last 12–24 months). Movers can change ownership or practices.
• Pay attention to comments about claims handling: Were damaged items paid out promptly? Did the mover require excessive documentation? Were customers satisfied with payouts?
• Look for patterns. A few bad reviews are to be expected, but several about the same issue are a red flag.
• Check multiple sources (Google, Yelp, BBB, moveadvisor) to avoid fake-review bias.

Check their DOT number and public safety/registration records

• Ask the mover for their DOT number. Every interstate moving company must display it.
• Use the DOT/FMCSA company lookup (often called the SAFER or FMCSA company snapshot search) to verify:
  • Carrier registration status (authorized to operate interstate?)
  • Complaint history, safety inspections, and whether they carry required filings.
• If the mover won’t provide a DOT number, walk away.

Confirm insurance and valuation coverage

• Ask for proof of the mover’s liability/insurance and the specific valuation option included if they pack or transport your goods.
• Understand the difference:
  • Carrier valuation (what the mover is liable for) is not the same as third-party insurance. Carriers offer valuation choices; higher protection usually costs more.
  • Third-party moving insurance can ensure comprehensive cover (especially valuable antiques, art, or jewelry). Ask your homeowner/renter insurer whether your policy covers moves.

You may also like to read: How to Choose a Good Moving Company. In this guide, we take you step-by-step through the process of picking a good mover.

Why Hiring Professional Packers Matters

• Mover-packed items are typically covered under the mover’s liability (subject to the valuation option you purchased). That means if the mover packed it and it breaks in transit due to negligent packing or handling, the mover’s policy should cover you.
• Self-packed boxes are often limited or excluded. Many carriers explicitly state they are not responsible for fragile items you pack yourself (glass, dishes, electronics in soft packing, etc.). Even if covered, their liability may be significantly lower.
• Professional packers use proper materials and techniques: Professional packers will use proprietary packing materials and techniques: Double boxing, foam, dish packs, mattress covers, and labeling, which reduce the chances of damage.
• If you buy full valuation and the mover packed, you will typically have stronger grounds for reimbursement.

Bottom line: for fragile, irreplaceable, or high-value things, professional packing is worth the investment.

You may also like to read: Should I Hire Professional Packers? In this guide, we look at the pros and cons of hiring professional packers and why most people would agree that it is money well spent.

Steps to Take at the Point of Delivery

1. Inspect before signing anything
2. Don’t sign the bill of lading or inventory as “OK” until you’ve inspected boxes/large items. If you sign “delivered in good condition,” it can severely limit your claim options.
3. Note visible damage on the Bill of Lading
4. If you find damage, write it explicitly on the bill of lading or delivery receipt (date, item, nature of damage) and get the driver’s signature.
5. Take photos immediately
6. Photograph damaged items in place, packing materials, and the truck if possible. Include date/time stamps if your camera or phone supports them.
7. Retain everything
8. Keep all packing materials and damaged boxes until the claim is resolved, as the mover’s insurance company may request inspection.
9. Ask for the mover’s claims procedure
10. Most carriers have a written procedure and form. Ensure that you read and understand it and note deadlines for filing your claim.

You may also like to read: Moving Associations. If you are moving overseas, it is essential that you are properly insured, and choosing a mover that is affiliated with a professional trade association will offer you additional benefits in the event of a claim.

Step-by-step Claims Process Checklist

Timelines and exact forms vary by mover, but this is a checklist that you can adapt to your needs.

Step 1 — Immediately

• Document damage and write it on the BOL. Take photos and keep packing materials.

Step 2 — Contact the mover

• Call the carrier’s claims department (use their official phone/email) and tell them you’re filing a claim. Ask for a written claim form or the claims submission email.

Step 3 — Put it in writing

• Complete the mover’s claim form or send a written claim to the carrier’s claims address/email. Include:
  • Your name, contact details, move date, and pickup/delivery locations
  • Bill of lading number and DOT number (if available)
  • Detailed description of damaged items, value, and location of each item on the truck/inventory number
  • Photographs and receipts/appraisals
  • A copy of the bill of lading and inventory list

Step 4 — Keep a claims file

• Save all communications, dates, and names of representatives, copies of forms, photos, and receipts.

Step 5 — Carrier inspection

• The mover may request to inspect damaged items. They may ask you not to repair or dispose of items yet. If they want an inspection, schedule it promptly.

Step 6 — Settlement offer

• The mover will investigate and propose a settlement. If it’s based on their valuation option, payouts may be per pound or a replacement cost. Ask for a clear explanation in writing.

Step 7 — If you disagree

• Provide more evidence (receipts, appraisals, independent repair estimates). If unsatisfactory:
• Escalate within the company.
• Contact the state moving regulator or consumer protection agency.
• Use the small claims court if the amount is within the court’s limits.
• Consider arbitration if the contract provides for it.

Deadlines: Movers usually set time limits to file a claim or to file a lawsuit after a claim, so check the mover’s policy carefully. Don’t assume you have months. Start the claim process immediately.

You may also like to read: How to Prevent Property Damage. Most professional movers will provide protection to prevent property damage during the move. In the unlikely event that they do not, this guide explains how to prevent your property from being damaged during the move.

Common Claim Outcomes and What They Mean

• Full replacement/repair payment: The mover arranges or reimburses for repair/replacement.
• Partial settlement: Carrier offers a payout less than requested, which you may accept, negotiate, or escalate.
• Denial: Carrier denies liability. Document their reason (e.g., excluded items, late filing) and assess your options (appeal, state agency, small claims).

Special and High Value Items

• Consumables, perishables, and certain fragile items may be excluded or limited if you self-pack them.
• Electronics: Keep original boxes if possible; consider professional packing. Back up data before the move.
• Art, antiques, jewelry: Insure separately with a third-party insurer and get appraisals.
• Movers’ released value often won’t cover the true replacement cost.

Sample claim checklist

• Photo of the item before the move (if available) and after delivery
• Photos of packing, box, and truck location (if possible)
• Bill of Lading and inventory list (scanned)
• Receipts or appraisals for value proof
• Written description of damage with date/time and BOL number
• Completed mover’s claim form (attach photos + receipts)
• Backup of all emails and call notes (names, dates)
• Repair estimate(s) or replacement quotes (if possible)
• Copy of mover’s valuation/claim policy (from contract)
• Note of DOT number and carrier contact info

How to Check DOT/FMCSA Records

1. Ask the mover for their DOT number. It should be printed on their paperwork or truck.
2. Use the FMCSA/SAFER or FMCSA company snapshot search online to verify registration, complaint history, and whether the company is authorized for household goods moves.
3. If the FMCSA record shows active registration and low complaint levels, that’s a good sign, but always cross-check with recent customer reviews.

You may also like to read: How to Check a Mover is Licensed. This is a step-by-step guide on how to check that any mover you are thinking of hiring is properly licensed.

Precautions to Take

• Hire movers with verified, recent positive reviews about claims handling.
• Pay for professional packing for fragile and high-value items.
• Pay the extra for a full valuation if replacement cost matters to you.
• Keep a digital and physical copy of BOL and inventory.
• Photograph everything. Don’t sign off until you’ve inspected the delivery.

Sample Email Template to File a Claim

Subject: Claim for damaged goods — Bill of Lading #12345 — Move date: 2025-10-10
Hello [Carrier Claims Team],
I am submitting a claim for damage incurred during my move on [date]. Details:

• Name: [Your name]
• BOL / Order #: 12345
• Pickup / Delivery: [addresses]
• DOT #: [carrier DOT if known]
• Damaged item(s): [list — include values/receipts]
  Attached: photos, inventory, receipts, and delivered inventory list. Please confirm receipt and advise next steps and timelines for your investigation.
  Regards,
  [Your name, phone, email]

You may also like to read: How to File a Lawsuit. Should you not be satisfied with the outcome of your insurance, you may choose to file a lawsuit against the mover. In this guide, we show you how.

Frequently asked questions

Q: If something is visibly damaged at delivery, should I sign the BOL?
A: Do not sign as “accepted in good condition.” Note the damage on the BOL, take photos, and have the driver sign that notation.

Q: Are the items I packed myself covered?
A: Almost never. Read the mover’s policy and consider third-party insurance for self-packed high-value items.

Q: How long will a claim take?
A: It varies. Start immediately, as delays can jeopardize your claim. Check the mover’s policy for exact deadlines.

Q: What if the mover denies my claim?
A: Request the denial reason in writing. Provide additional evidence, escalate internally, contact your state regulator, or consider small claims court.

You may also like to read: How to Complain About Your Moving Company. In this guide, we explain the steps to take should you wish to file an official complaint about the movers you hired.

Disclaimer

This post gives practical, common-sense guidance but is not legal advice.

Claim rules, timelines, and protections differ by carrier, contract, state, and country.

For complex disputes or large losses, consult an attorney experienced in transportation or consumer law, or contact your state moving regulator.

Good luck with your move, and be sure to visit our home moving blog, which is packed with guides to make every aspect of your move safer, cheaper, and easier.