What to Do When a Moving Company Loses Your Stuff

Steps to take when movers lose your stuff

Moving is already stressful, but discovering that items are missing can make it even worse. To help prevent issues with lost items, preparation before the move is key.

We spoke with Jamie E. Wright of The Wright Law Firm in Los Angeles, California, who recommended you “photograph or videotape your possessions, maintain an inventory of high-dollar items, retain receipts or other evidence of value where available and read your moving contract before you sign it.”

Documenting this evidence can help tremendously when filing a claim later. If you suspect the moving company lost some of your items, take these steps to find a remedy:

1. Confirm the items are truly missing

Thoroughly search all boxes before assuming items are lost. Check whether any boxes were mislabeled. This is when numbering each box and labeling it with your inventory list prior to moving helps.

2. Note issues on delivery paperwork

At delivery, you and the mover must sign each page of the inventory to confirm all items were delivered and are undamaged. Do not sign the inventory sheet until you have verified all items are accounted for. If an item is missing, note it on that sheet and then sign it.

3. File a formal loss claim

Refer to the moving contract for the company’s claims process. For interstate moves, you must submit a formal claim in writing or electronically within nine months of the delivery date. Include photos with serial numbers, receipts or other proof of the item's value. For local moves, claims deadlines are shorter, usually within 30 days, but they can vary by state.

4. Track deadlines and responses

Promptly respond to the company’s inquiries about your claim. Under federal regulations for interstate moves, moving companies must acknowledge claims within 30 days and provide a decision or resolution within 120 days. Add these dates to your calendar to keep the claims process moving.

5. Escalate if the claim stalls

Some claims may take longer than the 120 days, giving moving companies time to continue their investigation. However, the company must notify you in writing at the end of every 60 days while the claim is still pending a decision. If the claims process is still delayed and your claim is for $10,000 or less, you can request an arbitration hearing to resolve the issue.

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Moving company liability and coverage options

Homeowners and renters insurance provide very limited coverage during a move, so moving companies are required to include a minimal level of protection for your belongings.

However, depending on the value of the items you are moving, you may want to consider purchasing additional coverage either through the moving company or a third party.

Released value vs. full-value protection

Federal law allows movers to limit liability to 60 cents per pound per item through released rates, which provide minimum compensation for high-value items. Released value protection is included at no additional cost.

Typically, full-value protection costs 1 to 2% of the declared shipment value and requires the mover to repair, replace or reimburse the full current value of lost items.

High-value declarations

For items costing more than $100 per pound, such as antiques or jewelry, declare them separately on an inventory list. Otherwise, if the items are lost, you may be reimbursed only up to $100 per pound per item, even with full-value protection coverage.

Deductibles and exclusions to watch

Deductibles for full-value protection or third-party coverage typically range from $250 to $500. Premium costs can vary based on the chosen deductible: the lower the deductible, the higher the premium and vice versa.

Note that coverage has exclusions, such as self-packed boxes or high-value items, so check the policy details before signing up.

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Moving company claims deadlines and paperwork

Filing a claim is an important step after you realize the moving company has lost or damaged your items. Because the claims process is outlined in your signed contract, both you and the company are legally bound to follow its specific terms and timelines. Before the move, keep copies of important documents in case you need to file a claim.

When you file a claim, document every communication with the company in writing (email may be preferable to phone conversations for this reason). Timestamps can also help you evaluate whether the company is adhering to federal regulations, such as acknowledging receipt of claims within 30 days.

Written claims may require certain documents including:

If mailing your claim, send by certified mail to create a record of your submission.

• Bill of Lading: The Bill of Lading (BOL) is a contract between you and the moving company that outlines the items being transported. It’s signed twice: Once when the movers arrive to confirm the inventory list and again when they deliver to confirm that all items have arrived.
• Inventory sheets: A detailed list of shipment items that are included with the BOL.
• Photos: Photographic evidence showing the condition of items such as furniture or electronics before you loaded them onto the truck.
• Receipts: Proof showing how much you paid for the items. This could include email order confirmations or credit card statements.
• Weight tickets: Record of the shipment weight before and after loading. This establishes what was originally shipped.
• Written communication: Emails and letters concerning the claim and delivery.
• Proof of value: For high-value items like artwork, you may need to include original appraisals or replacement cost estimates. 

Moving company complaints and legal escalation

If a moving company is unresponsive in addressing your claim, you can file a complaint with different federal and state agencies. While an agency cannot legally force a company to pay out claims, it can communicate with movers about the claims process.

However, before reaching out to these agencies, follow the company's claims procedures and timelines to seek a resolution.

File complaints with FMCSA and state agencies

For interstate moves, you can file a complaint with the Federal Motor Carrier Safety Administration (FMCSA) either online or by phone. You’ll need to submit supporting documentation, like photos and a copy of the claim. For intrastate moves, you may submit a complaint to your state’s transportation agency, but the process can vary from state to state.

Dispute resolution arbitration and mediation

Moving companies must have an arbitration program to handle disputes like lost items. You can contact the company to request an arbitration hearing if the total value of your items is $10,000 or less. The arbitrator will decide the outcome, which is legally binding.

Keep in mind that you may have to pay a hearing fee, which could be split between the parties.

Small claims court vs. attorney

Depending on the value of the lost items, you may need to seek legal action against the mover if your claim was denied or ignored.

Small claims courts handle minor financial disputes, usually involving amounts of $10,000 or less, but limits vary by state and local law. For higher amounts, you may need to retain an attorney to sue the company. Small claims court fees are typically much lower than attorney’s fees, so be sure to weigh the costs of each alternative.

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