Filing & Managing Claims Tips

Most moves are completed without a problem. When something is lost or damaged, though, the outcome of your claim often depends on steps taken long before you file it: what you documented, what you noted at delivery, and whether you met the deadlines that apply to your move.

Woman sitting among moving boxes, writing notes in a notebook

The rules for claims, including how long you have to file, what the mover must do in response, and how disputes are resolved, are set by the law where you move and by your contract. This page covers the best practices that apply everywhere and will help you meet whatever rules govern your move.

Check your deadlines first.

Claim deadlines vary widely, from a few days for reporting concealed damage on some international moves to several months for filing a claim on some domestic moves. Find yours in your contract or bill of lading, and see the Licensing & Compliance page for the jurisdiction of your move. Missing a deadline can end a claim before it starts.

Before your move

Know your protection level. Your claim will be settled under the protection you chose: the mover’s basic liability, valuation, or transit insurance. Confirm which applies and what it pays before you sign. See Liability, Valuation & Transit Insurance.

Document the condition of your belongings. Take photos or video of furniture, electronics and valuable items before packing, including serial numbers and any existing damage. Keep receipts, appraisals and purchase records where you can find them.

Review the inventory. If your mover prepares an inventory, check the condition notes it records for each item. If you disagree with a description, such as “scratched” on an item that is not, note your objection on the inventory before you sign it.

List high-value items in writing. If your contract or insurance requires valuable items to be declared in advance, do it. Undeclared items may be limited to a much lower amount.

Keep your paperwork together. Your estimate, contract or bill of lading, inventory, valuation selection and any insurance policy or certificate are the foundation of any claim. Keep copies outside the shipment.

Carry valuables with you. Jewelry, cash, important documents, medication and irreplaceable items should travel with you, not on the truck or in the container.

On delivery day

Be there, or send someone you trust. If you cannot be present, appoint a representative who knows what to check and has authority to sign.

Check items against the inventory. As items come off the vehicle, tick them off and look for missing boxes or pieces. For international container shipments, confirm the container seal is intact and its number matches your documents before it is opened.

Inspect what you can see. Look for crushed or wet cartons and visible damage to furniture and large items.

Write it down before you sign. Record any missing or damaged items on the delivery receipt or inventory, with specific descriptions such as “dining table, deep scratch on top surface,” before you sign. Make sure your notations appear on the mover’s copy as well as yours. General phrases like “subject to inspection” may not protect you. A notation at delivery is evidence for your claim, but in most places it is not the claim itself.

Photograph damage immediately, including damaged packaging.

Two movers carrying a grey sofa into a bright, empty apartment

After delivery

Unpack promptly. Damage inside sealed cartons may not be visible on delivery day. Some contracts and insurance policies require you to report concealed damage within a short period, even if the deadline for the full claim is longer.

Keep the evidence. Do not throw away damaged items or packaging, and do not repair or replace items before the mover or insurer has had the chance to inspect them, unless they agree in writing. Doing so can weaken or void your claim.

Put your deadlines on the calendar. Note the date for reporting concealed damage, if any, and the final date for filing your claim.

Filing your claim

File in writing. Use the mover’s claim form if it has one, or a letter or email. Verbal reports and delivery notations generally do not count as a filed claim.

File with the right party. If you are claiming under the mover’s liability or valuation, file with the mover you contracted with, even if other companies handled parts of the move. If you have transit insurance, file with the insurer or its claims agent as your policy directs. If you are unsure, notify both.

Make it complete. A strong claim includes:

Your name, shipment or contract number, and move dates
An itemized list of each lost or damaged item, with a description of the loss or damage
The amount you are claiming for each item and how you calculated it
Supporting documents: photos, receipts or proof of value, repair estimates, and copies of the inventory and delivery receipt showing your notations

Claim the right amount. Calculate each item under the protection that applies: by weight under basic liability, or by repair, replacement or declared value under valuation or insurance. Overstated claims slow everything down.

File once, completely, if you can. One comprehensive claim is easier to process than several partial ones. If you discover more damage later, add it in writing before the deadline.

Keep proof that you filed. Keep copies of everything you send, and use a method that records the date it was received.

Managing your claim

Expect an acknowledgment. In many jurisdictions, movers must acknowledge a claim and respond within set time limits. Check the Licensing & Compliance page for your jurisdiction so you know what to expect.

Communicate in writing. Follow up phone conversations with a short email confirming what was said. Keep a simple log of dates, names and outcomes.

Allow inspection. The mover or insurer may ask to inspect damaged items or send a repairer. Make the items available promptly.

Respond quickly to requests for information or documents, and ask for a written explanation of anything you do not understand.

Read settlement offers carefully. Before accepting payment, check whether it is described as “full and final.” If you agree to a full and final settlement, you may give up the right to pursue the rest of your claim. If an offer or a denial seems wrong, ask for the reasoning in writing.

If you cannot reach agreement

Escalate within the company. Ask for the claims manager or a senior manager, and put your concerns in writing.

Use the IAMTrusted Consumer Issue Resolution System. If your mover is an IAMTrusted Mover, it is bound by the IAMTrusted Consumer Issue Resolution System, which provides a structured path to resolving disputes. Learn about Issue Support

Other options remain open. If the parties cannot reach an acceptable agreement, all other forms of resolution remain available. Depending on where you move, these may include an arbitration program the mover is required to offer, a complaint to the agency that licenses movers, consumer protection authorities, or the courts, including small claims courts. Legal deadlines can apply to these steps too, so do not wait.

Did not move with an IAMTrusted Mover? You can still find help. Many of our Licensing & Compliance pages list the regulators, consumer protection agencies and dispute resolution resources available in each jurisdiction, with links to file a complaint or seek assistance.

International moves: extra points to keep in mind

Several companies may handle your shipment, including an origin mover, freight carriers and a destination agent. File with the company you contracted with unless your insurance policy directs otherwise.
Insurance claims are often handled by a claims agent at destination, who may need to survey the damage before repairs.
Reporting windows can be short. International contracts and policies frequently require notice of loss or damage within days of delivery.
Customs inspections may open your shipment. If you suspect damage occurred during an inspection, note it and ask your mover for any inspection records.