How to File a Moving Company Damage Claim Form

How to file a damage claim form with a moving company

Specifics about filing damage claim forms can usually be found in your moving contract — either in the order for service or bill of lading. Some companies have a dedicated claims portal on the company website. If anything is ever unclear, your moving coordinator should be able to help you.

The process of filing a claim form can differ from company to company, but most claims processes involve these basic steps.

1. Document the damage immediately

Pro tip: Always take pictures of your valuables right before your move — it’s the only way to prove the item was damaged by the movers.

Be sure to check all items as the movers bring them into your new home. As movers unload your belongings, inspect each item carefully. Request that the driver note each damaged item on the bill of lading as it comes off the truck. This creates an immediate paper trail that can strengthen your claim.

Write detailed descriptions of any damage, including the time at which you saw it. Take photos with your phone or digital camera. Get photographs from multiple angles and look for any earlier photos you have of the damaged item before your move.

After documenting everything, don’t throw away or repair any damaged items. Leave them exactly as you found them. A claims adjuster will often inspect the damage in person. Altering the condition of damaged goods could weaken your claim.

2. Review your insurance coverage

There are usually two insurance coverage options: released-value protection or full-value protection. The first usually comes at no additional cost, while the second costs more but offers significantly better coverage.

Full-value protection pays the replacement value of the damaged item. Released value pays 60¢ per pound.

Released-value protection: The Surface Transportation Board sets this limited liability level at 60 cents per pound for each item. This is minimal coverage that won’t adequately compensate you for valuable items.

Full-value protection: With full-value coverage, the replacement value of lost or damaged goods for your entire shipment is the responsibility of the mover. Unless you specifically waived this coverage, it’s the default option for interstate moves.

» READ: Should I get moving insurance?

3. Contact your moving company

Contact the moving company you hired first. Reach out even if movers have already noticed the damage and offered to start the claims process. Ask your move coordinator or customer service representative about initiating a claim. The company may handle your claim internally or connect you with a third-party specialist.

Communicate by email whenever possible. This provides automatic, timestamped documentation of all communication with the company and any insurance agents. Record significant details of any communications with the company, including the full names of those you speak with, dates and times.

4. Submit your written claim

After you notify your coordinator of damages or missing items, the company will ask you to submit that information in writing, typically online or via email, though some companies request physical paperwork that you must mail.

You’re not legally required to use the form provided by the moving company, but it’s a good idea to do so. You’re less likely to be contacted by the claims office for more information. Send your claim information by certified mail when possible. Include all supporting documentation, like photos and receipts for damaged items.

5. Cooperate with the claims adjuster

Tip: Do not repair or throw away any damaged items until your claim has been addressed.

Most moving companies send a claims adjuster to your home to inspect the damage physically. The adjuster may recommend reimbursement or repair, depending on the extent of the damage and your contract terms.

Keep all damaged items exactly as you found them. Don’t attempt repairs or dispose of anything until the adjuster completes their inspection. Store broken pieces together in a box or bag so they’ll be in one place when the adjuster arrives.

6. Wait for the resolution

Resolutions do take some time; if your claim is approved, the moving company will have to issue reimbursement or schedule repairs. This can be the most frustrating part of the process. Some companies take up to 30 days to respond to a formal claim, though many respond within one week. Resolution can take up to 120 days.

Follow up regularly, but remain patient. Most legitimate moving companies strive to resolve claims fairly in order to maintain their reputation. Document all follow-up communications in case you need to escalate your claim.

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Understanding deadlines and requirements

Federal law protects consumers by requiring interstate movers to give you at least nine months from the delivery date to file a claim. This prevents movers from imposing shorter deadlines and gives you time to spot damage that isn’t obvious right away.

Interstate moves must follow Federal Motor Carrier Safety Administration (FMCSA) regulations, which standardize the claims process across state lines. Local and intrastate moves may have different deadlines set by individual moving companies or state regulations. Verify these requirements with your mover.

Exploring additional insurance options

You may want to get private third-party insurance to cover any losses that might arise. Private insurance typically offers broader coverage than the policies provided by moving companies, including full-value protection. For example, private insurance sometimes covers acts of nature, and often provides replacement-value coverage without depreciation.

Consider private insurance when moving high-value items like electronics, artwork or antiques. If an item has high value — monetary or sentimental — it might be better to transport the item yourself.

Contact your insurance agent before your move to understand your existing coverage and see if you need to purchase supplemental protection.

Resolving disputes and seeking further action

If the mover's settlement isn’t enough, you can seek legal action, but the mover must first offer you the option to resolve the dispute through its neutral arbitration program.

Arbitration only becomes available after the mover responds to your written claim and you disagree with the outcome. At that point, you can request arbitration through the mover’s dispute settlement program. The mover is required to give you information about this program before your move.

Option 1: Arbitration

If you choose arbitration, contact your mover to request a hearing. Under federal law, the company must agree to participate if your claim is $10,000 or less. For claims over $10,000, the mover may decline arbitration. In this case, your only option is legal action.

Arbitration is voluntary for you but mandatory for the mover for claims up to $10,000, and it often offers a less costly alternative to litigation.

Option 2: Legal action

If arbitration isn’t an option — for example, if your claim exceeds $10,000 and the mover declines to participate, legal action may be your only available option. A business attorney in your area can review your paperwork, show where the company violated your agreement and match each violation to a consumer-protection statute.

Hiring legal help doesn’t necessarily mean a lawsuit. A demand letter with a law firm’s letterhead can prompt a reluctant mover into action since some companies would rather negotiate replacement costs, shipping fees and repair bills than deal with a lawsuit.

You may file a complaint against a mover using the FMCSA's online complaint tool or calling 888-DOT-SAFT (888-368-7238) between 8 a.m. and 8 p.m. EST, Monday through Friday. Your complaint may trigger a federal investigation into the mover's actions.