Even careful moves occasionally end with a damaged or missing item. A clear, well-documented claim is the quickest route to a fair resolution.
Step 1: note it at delivery
Write any visible damage or missing item numbers on the inventory before signing for the shipment. You can still file a claim for damage found later, but notes made at delivery are strong evidence.
Step 2: document everything
- Photograph the damage and the box it came in, including the outside of the carton.
- Keep the damaged item and its packing materials until the claim is resolved.
- Gather your bill of lading, inventory and any receipts or proof of value.
Step 3: file in writing, on time
For interstate moves, you have nine months from the date of delivery to file a written claim with the mover. Do not wait that long. Filing within the first few weeks, while details are fresh, makes the process easier for everyone.
Your claim should identify the shipment, list each item, describe the loss or damage, and state the amount you are claiming.
Step 4: know the mover’s deadlines
Under federal rules, the mover must acknowledge your claim in writing within 30 days of receiving it, and must pay, decline or make a settlement offer within 120 days.
How the settlement is calculated
It depends on the valuation you chose before the move. Under Full Value Protection, the mover repairs or replaces the item or pays its current value. Under Released Value, the settlement is 60 cents per pound for the item. See valuation coverage explained.
If you cannot agree
Interstate movers are required to offer a neutral arbitration program for disputes over loss or damage. The mover must give you information about it before your move. You may also file a complaint with FMCSA through its National Consumer Complaint Database.