Discovering that furniture has been broken, boxes are missing or valuable belongings have disappeared can make an already stressful move significantly worse. Your ability to recover compensation may depend on the type of move, the documents you signed, the protection option you selected and how quickly you report the problem.
If movers lose or damage your belongings, document the loss immediately, note visible problems on the delivery paperwork, preserve photographs and receipts, and submit a detailed written claim to the moving company. Do not rely only on a telephone conversation or verbal promise.
For interstate moves in the United States, federal rules establish specific valuation options and claim procedures. Moves completed entirely within one state may be governed by different state requirements.
What Should You Do Immediately?
Begin documenting the problem as soon as you notice it.
Take the following steps:
- Photograph damaged furniture and boxes.
- Photograph the surrounding area.
- Record missing box or inventory numbers.
- Compare the delivered items with the mover’s inventory.
- Note visible loss or damage on the delivery documents.
- Ask the driver or crew leader to acknowledge the problem.
- Keep copies of everything you sign.
- Save broken components and damaged packaging.
- Request information about the mover’s claim procedure.
- Notify the moving company in writing.
- Avoid repairing or discarding damaged property before it is documented.
Remain calm and specific. A dispute at the delivery location should not prevent you from gathering the information needed for a claim.
Inspect Your Belongings Before the Crew Leaves
Walk through the property while the movers are still present.
Check:
- Furniture surfaces
- Table and chair legs
- Glass and mirrors
- Electronics
- Appliances
- Mattresses
- Upholstery
- Boxes marked fragile
- Artwork
- Antiques
- Items that were disassembled
- The walls, floors and doorways of your home
Look for scratches, dents, cracks, broken hardware, water exposure and missing components.
Compare each delivered item with the inventory or descriptive list prepared for the move. If boxes were numbered, check that every number has arrived.
A complete inspection may not be possible while the crew is present. Some damage becomes visible only after boxes are opened or furniture is reassembled. Continue inspecting carefully during unpacking.
Record Problems on the Delivery Paperwork
If you notice damage or missing items at delivery, describe the problem on the paperwork before signing when possible.
Avoid vague statements such as “some items damaged.” Be specific:
- Dining table has a deep scratch on the top.
- Television box is crushed on the right side.
- Bedroom dresser is missing one drawer.
- Boxes 14 and 27 did not arrive.
- Floor lamp is broken at the base.
- Sofa fabric is torn on the left arm.
Signing a delivery receipt without noting visible damage does not necessarily eliminate every potential claim, but clear written documentation can make the facts easier to establish.
Do not sign a document stating that everything arrived in good condition if that is not true.
Take Clear Photographs and Video
Photographic evidence should show both the overall item and the specific damage.
For each damaged piece:
- Photograph the entire item.
- Take close-up photographs of the damage.
- Photograph identifying labels or model numbers.
- Photograph damaged packaging.
- Include multiple angles.
- Record a short video when movement or functionality is affected.
- Preserve photographs taken before the move.
Before-and-after photographs can be especially useful. Images showing furniture’s condition before packing may help demonstrate that the damage occurred during transportation or handling.
Do not edit the original files. Keep backups showing the original dates and details.
Preserve Damaged Items and Packaging
Do not immediately throw away a damaged item, broken component, box or protective material.
The moving company or claim administrator may request an inspection. Disposing of evidence can make it more difficult to determine what happened or evaluate the cost of repair.
Keep:
- Broken furniture parts
- Damaged boxes
- Torn wrapping
- Crushed containers
- Wet packing materials
- Product labels
- Serial-number labels
- Shipping labels
- Hardware
- Photographs and video
If an item creates an immediate safety risk, move it to a secure location when possible. Photograph its original position before moving it.
You should also take reasonable steps to prevent additional damage. For example, move a wet item away from other belongings and take steps to dry it safely. Document what you did and why.
Compare the Delivery With Your Inventory
A household inventory can help establish which items were given to the mover and whether they arrived.
Review:
- Mover-prepared inventory
- Bill of lading
- Packing list
- Box numbers
- Photographs
- Purchase receipts
- Appraisals
- Serial numbers
- Warranty information
- Your personal moving inventory
If an entire box is missing, describe its contents as accurately as possible. Avoid simply claiming “miscellaneous household items.”
Create a list showing:
| Information | What to include |
|---|---|
| Inventory number | Number assigned by you or the mover |
| Item description | Brand, model, material, color and size |
| Condition before moving | Existing wear or damage |
| Current problem | Missing, broken, scratched or unusable |
| Original cost | Purchase price when known |
| Purchase date | Approximate or exact date |
| Current replacement | Cost of a reasonably similar item |
| Repair estimate | Written estimate when available |
| Supporting evidence | Photographs, receipt or appraisal |
If you have not created an inventory yet, our room-by-room packing guide explains how numbering and documenting boxes can make them easier to track.
Notify the Moving Company in Writing
A telephone call can alert the company, but it may not satisfy the requirements for a formal claim.
Send a written notice that:
- Identifies you
- Identifies the shipment
- Provides the pickup and delivery addresses
- Includes the moving dates
- Lists the bill of lading or order number
- Describes each missing or damaged item
- States that you are holding the mover responsible
- Requests the company’s claim instructions
- Provides your current contact information
Keep evidence showing when and how the notice was sent.
For interstate moves, the Federal Motor Carrier Safety Administration recommends requesting the mover’s claim form and filing a written claim. However, the agency explains that the claim does not necessarily have to appear on the company’s form.
Understand the Difference Between a Notice and a Claim
Telling a driver about damage is not always the same as filing a formal claim.
A written claim should generally contain enough information to:
- Identify the shipment
- Explain the loss or damage
- Assert that the mover is responsible
- Request a specific or determinable amount of compensation
A message that merely says, “Some things were broken—please call me,” may not contain enough information.
Follow the procedure in your bill of lading, moving agreement and claim instructions. If the claimed amount is not yet known because you are waiting for repair estimates, notify the company immediately and ask how to supplement the claim.
What Documents Should Support Your Claim?
The stronger the documentation, the easier it may be for the company to evaluate the claim.
Include copies of relevant materials such as:
- Moving estimate
- Bill of lading
- Household inventory
- Delivery receipt
- Written damage notation
- Before-and-after photographs
- Video
- Purchase receipts
- Credit card statements
- Manufacturer information
- Model and serial numbers
- Appraisals
- Repair estimates
- Replacement-price information
- Written communication with the mover
- Statements from witnesses
- Proof of the protection option selected
Keep the original documents unless you are specifically required to provide them. Submit readable copies and maintain a complete claim file.
How Long Do You Have to File a Claim?
Deadlines depend on the type of move, contract and applicable law.
For a federally regulated interstate household-goods move, FMCSA states that a written claim for loss or damage generally must be filed with the mover within nine months of delivery. If an entire shipment is lost, the period is generally measured from the date it should have been delivered.
Do not wait nine months. Submit the claim as soon as you have enough information.
FMCSA states that an interstate mover generally has:
- 30 days to acknowledge receipt of the claim
- 120 days to provide a decision or disposition
The mover may be permitted to take additional time under certain circumstances, but it should provide written updates.
For a local or intrastate move, different state deadlines and procedures may apply. Review your agreement and contact the relevant state transportation, consumer-protection or regulatory agency.
What Is Valuation Coverage?
Valuation coverage describes the mover’s level of financial responsibility for your belongings. It is not necessarily the same as an ordinary insurance policy.
For interstate moves, federal rules require movers to offer two primary options:
| Protection option | General explanation |
|---|---|
| Full Value Protection | The mover may repair the item, replace it with a similar item or provide a cash settlement based on repair cost or current replacement value |
| Released Value Protection | Compensation is generally limited according to the item’s weight rather than its actual value |
The option selected before the move can significantly affect the amount recovered.
How Does Full Value Protection Work?
Under Full Value Protection for an interstate move, the mover is generally responsible for the replacement value of lost or damaged property in the shipment, subject to the applicable terms, exclusions and deductible.
For a damaged or lost item, the mover may choose to:
- Repair it
- Replace it with a similar item
- Pay for the repair
- Offer a cash settlement based on the item’s current replacement value
Full Value Protection does not necessarily mean that you will receive the original purchase price or a brand-new upgraded version of every item.
Review the written terms for:
- Minimum shipment value
- Deductible
- Exclusions
- Repair rights
- Replacement standards
- Sets and pairs
- Owner-packed boxes
- Items of extraordinary value
- Claim requirements
How Does Released Value Protection Work?
Released Value Protection provides much more limited financial protection.
FMCSA currently explains that an interstate mover’s responsibility under Released Value Protection is generally limited to $0.60 per pound per article.
For example, if a 20-pound television were lost, the calculation could be:
The television’s retail or replacement price would not control that calculation.
Released Value Protection is offered without an additional charge, but the customer must generally sign a specific statement accepting it.
Always review current federal guidance and the actual moving documents because applicable rules and rates may change.
What Are Items of Extraordinary Value?
Under federal interstate-moving rules, items worth more than $100 per pound may be treated as articles of extraordinary value.
Examples may include:
- Jewelry
- Fine art
- Antiques
- Collectibles
- Furs
- Valuable china
- Precious metals
- Rare books
- High-value electronics
- Designer items
A mover may limit responsibility for these belongings unless they were specifically identified in the shipping documents.
Before moving, disclose valuable items in writing and ask how they must be listed. Consider personally transporting small valuables and irreplaceable documents.
Are Owner-Packed Boxes Covered?
Claims involving boxes packed by the customer can be more complicated.
A mover may argue that:
- The item was already damaged.
- The box was not packed properly.
- The container showed no external damage.
- The item was prohibited from shipment.
- The contents were not documented.
- The mover could not verify what was inside.
This does not mean every claim involving an owner-packed box will be denied. However, documentation becomes especially important.
Before sealing a valuable box:
- Photograph the contents.
- Photograph the packing method.
- Record model and serial numbers.
- Use suitable packing materials.
- Number and label the box.
- Add it to your personal inventory.
- Keep purchase records or appraisals.
For delicate belongings, follow our guide on how to pack fragile items for moving.
Can the Mover Deny a Claim?
A mover or claim administrator may deny or reduce a claim for several reasons.
Possible reasons include:
- The claim was filed after the deadline.
- Required information was missing.
- The damage existed before the move.
- The item was packed improperly.
- The customer packed the box.
- The item was not included in the inventory.
- The damage resulted from the item’s inherent condition.
- The item was prohibited from transportation.
- The company was not given an opportunity to inspect it.
- The item was discarded before inspection.
- The requested amount was not supported.
- The protection option limits compensation.
- An extraordinary-value item was not declared.
- The loss occurred outside the mover’s responsibility.
Request a written explanation identifying the reason for a denial or reduced offer. Compare that explanation with your contract, valuation documents and applicable rules.
What If the Mover Offers Less Than You Expected?
A settlement may be lower than the item’s original purchase price.
Review:
- The valuation option selected
- Deductible
- Item weight
- Repair estimate
- Current replacement cost
- Age and condition
- Extraordinary-value limitations
- Claimed amount
- Exclusions
- Supporting evidence
Ask the claim administrator to explain the calculation in writing.
Do not sign a release or accept a final settlement until you understand which claims and rights the document resolves. Consider obtaining appropriate professional advice when the loss is substantial or the terms are unclear.
What If the Mover Does Not Respond?
Follow up in writing and preserve every communication attempt.
Your follow-up should include:
- Original claim date
- Delivery date
- Claim or reference number
- Copy of the original claim
- Proof of delivery
- Request for the claim’s current status
- Request for a written response
- Reasonable response date
Confirm that you submitted the claim to the correct company. A broker that arranged the move may be different from the carrier that transported the belongings.
Your bill of lading and other documents should identify the responsible parties.
Can You Use Arbitration?
Federally regulated interstate movers must maintain a dispute-settlement or arbitration program for certain loss-and-damage disputes.
According to FMCSA, an interstate mover generally must agree to arbitration when the claim is $10,000 or less. For claims exceeding $10,000, the mover may choose whether to participate.
Arbitration may involve:
- Filing fees
- Document submission
- Evidence review
- A neutral decision-maker
- Limits on appeals
- Rules about binding decisions
- Allocation of arbitration expenses
Request the mover’s arbitration information and review the rules carefully before proceeding.
Can You File a Government Complaint?
A regulatory complaint is different from a claim seeking compensation.
FMCSA accepts complaints involving interstate movers, but the agency explains that it does not have authority to force a mover to pay an individual loss-or-damage settlement. Compensation disputes are generally civil matters.
A complaint may still help regulators identify possible violations or patterns of misconduct.
For an interstate move, you can review FMCSA’s official guidance on problems with a mover.
For a move completed entirely within one state, contact the appropriate state agency. Depending on the state, that may be:
- Department of transportation
- Public utilities commission
- Consumer-protection agency
- Attorney general
- Moving-company licensing authority
What If Your Home Was Damaged?
Movers may damage property as well as belongings.
Possible property damage includes:
- Scratched floors
- Dented walls
- Broken railings
- Damaged doors
- Cracked tiles
- Damaged elevators
- Broken light fixtures
- Driveway damage
- Damage to common areas
Photograph the damage immediately and notify both the moving company and property owner or building manager when appropriate.
Obtain written repair estimates and identify whether the claim should be made through the moving company, building, homeowner, landlord or an insurance provider.
Property-damage claims may be handled differently from claims involving transported belongings.
Should You Contact Your Insurance Company?
Your homeowners, renters or separate moving insurance may provide some protection, depending on the policy.
Ask the insurer:
- Whether belongings are covered during transit
- Whether temporary storage is covered
- What causes of loss are included
- Which exclusions apply
- Whether a deductible applies
- Whether the mover must be pursued first
- Whether filing a mover claim affects the insurance claim
- Which documents are required
- Whether high-value items need separate coverage
Do not assume that a homeowners or renters policy covers every moving loss. Obtain written information before the move when possible.
How Can You Reduce the Risk Before Moving?
The best time to prepare for a damage claim is before anything is loaded.
Before moving day:
- Research the mover’s identity and registration.
- Determine whether you are dealing with a carrier or broker.
- Obtain a detailed written estimate.
- Review the bill of lading.
- Understand the valuation options.
- Ask about claim procedures.
- Photograph furniture and valuable belongings.
- Create a numbered inventory.
- Record serial numbers.
- Keep receipts and appraisals.
- Declare extraordinary-value items.
- Pack boxes carefully.
- Avoid placing prohibited items in the shipment.
- Keep valuables, medication and documents with you.
- Inspect the mover’s inventory for accuracy.
- Read every document before signing.
Use our guide on how to choose a reliable moving company before making a final hiring decision.
Moving Damage Claim Checklist
Use this checklist after discovering missing or damaged belongings:
- Inspect the shipment.
- Compare everything with the inventory.
- Note visible damage on delivery paperwork.
- Photograph every affected item.
- Photograph damaged packaging.
- Preserve broken components.
- Identify missing box numbers.
- Notify the mover in writing.
- Request the official claim procedure.
- Review your valuation selection.
- Gather receipts and appraisals.
- Obtain repair estimates.
- Submit a detailed written claim.
- Keep proof of submission.
- Record every communication.
- Monitor applicable deadlines.
- Request written reasons for any denial.
- Review arbitration or other dispute options.
- Contact the appropriate regulator when necessary.
Frequently Asked Questions
Are movers responsible for damaged belongings?
A mover may be responsible for loss or damage that occurs while performing the transportation and related services covered by the agreement. The amount recoverable depends on applicable law, the valuation option, the evidence and any valid limitations or exclusions.
How long do I have to report moving damage?
For federally regulated interstate moves, a written claim generally must be filed within nine months of delivery. Local and intrastate moves may have different deadlines. Report and document the problem immediately.
Can I file a claim after signing the delivery receipt?
You may still be able to file a claim for concealed damage discovered during unpacking. However, visible damage should be recorded on the delivery documents when possible.
Should I throw away broken furniture?
Not before documenting it and determining whether the mover needs to inspect it. Preserve the item, broken components and packaging unless keeping them would be unsafe.
What happens if an entire box is missing?
Compare the shipment with your inventory, identify the missing box number and prepare a detailed list of its contents. Notify the mover and submit a written claim with supporting evidence.
Will the mover pay the full replacement cost?
Not necessarily. Payment depends heavily on whether you selected Full Value Protection or Released Value Protection and on the applicable terms, deductible, evidence and exclusions.
Is valuation coverage the same as insurance?
No. Valuation establishes the mover’s contractual level of responsibility. Separate insurance may operate differently and contain its own coverage limits, deductibles and exclusions.
What if the moving company denies my claim?
Request the reason in writing, compare it with your documents and consider the mover’s arbitration program, available insurance, applicable regulatory complaint process or independent legal advice.
Can FMCSA force an interstate mover to pay my claim?
FMCSA states that it cannot order a mover to pay an individual settlement for lost or damaged belongings. It can receive regulatory complaints, but loss-and-damage claims are generally civil disputes.
What if I hired a moving broker?
Determine which company physically transported the shipment and which company appears on the bill of lading. The broker and carrier have different roles, so the claim must be directed to the appropriate party.
If movers lose or damage your belongings, evidence and timing matter. Inspect the shipment, document every problem, preserve the damaged property and submit a detailed written claim instead of relying on informal conversations.
Understanding the valuation option you selected is equally important. Even when the mover accepts responsibility, the available compensation may differ substantially from the item’s original price or replacement cost.
Note: Moving regulations, valuation rules, claim deadlines and dispute procedures vary by jurisdiction and type of move. This article provides general educational information and is not legal or insurance advice. Review your moving documents, consult the appropriate government agency and seek qualified professional advice when necessary.
