Moving is often cited as one of life’s most stressful events. Even when you hire professional movers, the possibility of property damage can add another layer of anxiety to the process. While most moving companies strive to provide excellent service, accidents can happen. This guide will equip you with a comprehensive, step-by-step approach to handle damages effectively, ensuring you are prepared and protected throughout your move.
Before the Move: Prevention is Key
The best way to deal with property damage is to take preventative measures before moving day. Thorough preparation can minimize the risk of damage and ensure that, if issues arise, you have the necessary documentation to resolve them efficiently.
- Analyzing Your Bill of Lading: The bill of lading is a critical document that serves as both your contract and a receipt for your move. It contains vital details about the logistics of your move, the companies involved, and a detailed inventory of your belongings.
- Before signing, carefully review it to ensure that your personal inventory matches the mover’s inventory.
- Point out any discrepancies before the move begins. This is crucial because the bill of lading will be essential for filing a claim if damage occurs.
- Documenting Your Belongings: Creating a detailed inventory is more than just a list. It’s about documenting the condition and monetary value of each item, especially large or valuable ones.
- Keep receipts or appraisals for high-value items.
- Document any pre-existing damage in writing and with photographs. This prevents unscrupulous movers from claiming that the damage was there before the move.
- Key Point: Thorough documentation at this stage is your best defense against potential disputes.
- Understanding What Movers Won’t Transport: Some items are too valuable, hazardous, or perishable for movers to handle.
- Common prohibited items include jewelry, hazardous materials, important documents, perishables, pets, and plants.
- Confirm with your moving company about their specific exclusions and make separate arrangements for these items.
- Key Point: You are responsible for these items, not the movers.
- Choosing the Right Insurance Coverage: Understanding the coverage options is vital to protecting your belongings. Moving companies typically offer two types of protection:
- Released-value protection is the basic coverage, often provided at no additional cost, but it offers minimal compensation. This coverage usually pays only $0.60 per pound for damaged or lost items.
- Full-value protection is a more comprehensive option that comes at an additional cost but provides more extensive coverage. With this, the mover is liable for the full replacement value of lost or damaged goods.
- Consider whether your homeowner’s or renter’s insurance policy offers any coverage for moves and if it is sufficient or whether you should seek private insurance.
- Key Point: The level of protection you choose will directly impact how much compensation you can receive for any damages.
During the Move: Staying Alert
Staying involved and aware during the move can help you catch potential issues as they occur.
- Conducting a Pre-Move Walkthrough: Before the moving team starts, conduct a thorough walkthrough of your home with the team leader.
- Discuss how large items will be navigated, noting any areas of concern, and which entry points are best to use.
- Perform your own walkthrough, taking photos of large furniture and valuables.
- Double-check that large appliances have been unplugged and drained.
- If disassembling items, do this yourself unless otherwise discussed with your movers.
- Monitoring the Loading and Unloading Process: Being present during the loading and unloading is essential.
- Request that the driver notes any damages on the Bill of Lading as they occur.
- Key Point: Immediate documentation is critical to a smooth claims process.
- Self-Inspection: As soon as the truck is unloaded, do a final inspection of your property and possessions.
- Check for any damage and notify the team lead immediately.
- This immediate communication is important because most companies have a short window of time for you to file your claim.
After the Move: Filing a Damage Claim
If damages occur, filing a claim promptly and correctly is vital to getting fair compensation.
- Documenting the Damage/Missing Items: Thorough documentation is essential.
- Take detailed photos and videos of all damaged items.
- Include close-ups of the damage, as well as wide shots showing the item in context.
- Note each item’s description, pre-move condition, and specific details about the damage.
- Do not throw away or attempt to repair anything before your claim is settled.
- Key Point: A picture is worth a thousand words, and detailed documentation will strengthen your claim.
- Understanding Your Insurance Coverage (Revisited): Before contacting the moving company, review your chosen insurance plan.
- Know your moving company’s liability and the difference between released value and full value coverage.
- This will help you set realistic expectations for reimbursement.
- Contacting the Moving Company Immediately: Reach out to your moving coordinator or the customer service department as soon as possible.
- Report the specific damaged or missing items.
- Provide details from your initial documentation.
- Submitting Your Claim Promptly:
- Request a claim form from the moving company.
- Complete the form with all required details.
- Attach photos, videos, and any other supporting evidence.
- Include receipts or proof of purchase if available.
- Key Point: The sooner you file your claim, the sooner the company can begin the assessment.
- Leaving Everything Alone: Do not handle or attempt to repair damaged items.
- The moving company needs to assess the damage as it occurred to determine the extent of their liability.
- Handling items can give the company a reason to deny your claim.
- Preparing to Provide Details: The claims department will likely ask for more information.
- Have all of your paperwork ready, including your contract and any proof of value for damaged or missing items.
- Proof of value can include receipts, appraisals, or billing statements.
- Key Point: Being organized and meticulous can significantly streamline the process.
- Expecting a Home Visit: Most moving companies will send a claims adjuster to inspect the damage.
- This visit might be inconvenient, but it helps to speed up the process.
- Waiting for Reimbursement or Repair: Be prepared for a potentially lengthy process.
- The moving company should acknowledge your claim within 30 days.
- They have up to 6 months to settle the claim, but it could be up to 120 days.
- The company may opt to repair rather than replace an item.
- Key Point: Patience is essential, and you should keep meticulous records of all communications.
- Negotiating Settlements: If you feel that the settlement offered is too low, be prepared to negotiate.
- Use your supporting documentation to demonstrate the value of your losses.
- Be polite but assertive.
If Your Claim Is Denied or Not Handled Properly
If the moving company does not respond adequately or refuses to settle the claim, you have several options for escalating the matter.
- Considering Mediation or Arbitration: If the company offers mediation or arbitration, inquire about their process. This is an alternative to litigation, where a neutral third party helps resolve the dispute.
- Filing a Complaint with the Better Business Bureau: You can file a formal complaint with the BBB, even if the company is not a member. The BBB can contact the company on your behalf, and your complaint can become part of the company’s record.
- Filing a Complaint with the Canadian Association of Movers: If you are in Canada, you can file a complaint with CAM, which can contact the company on your behalf and make them aware of your filing. If the business is not registered, the complaint goes on record.
- Taking Legal Action: Small Claims Court: If all else fails, you can take your unresolved dispute to small claims court.
- Weigh the costs and benefits before pursuing this option.
- Creative Approaches to Dispute Resolution: Explore less formal, creative problem-solving methods to try and resolve the issue without needing to go to court or arbitration.
- For example, you can negotiate a settlement using non-traditional methods like bartering or payment plans.
- The Power of Reviews: Share your experience through reviews on social media and review sites.
- This helps other consumers make informed decisions and can sometimes prompt the company to address your concerns.
Red Flags to Avoid Moving Scams
It’s important to be aware of common red flags that might indicate a fraudulent moving company. Spotting these can protect you from scams and unreliable services.
- General Signs of Fraudulent Movers:
- No local address or FMCSA (Federal Motor Carrier Safety Administration) registration information online.
- A generic email address and/or when the telephone is answered with a generic name rather than the company’s name.
- Vague online presence, especially if they claim a long history.
- Refusal of an on-site inspection or an estimate “sight unseen”.
- Estimates that seem too good to be true.
- Pushy sales tactics, such as demands for immediate deposits or claims that the deal is “only good for today”.
- Refusal to accept credit cards and demands for cash or money orders.
- Failure to provide a copy of “Your Rights and Responsibilities When You Move,” a booklet movers are required to supply to their customers.
- Demanding a large deposit before the move.
- A rental truck showing up on moving day instead of a company-owned or marked fleet truck.
- Attempting to get you to sign blank documents before loading.
- Providing a vague storage location instead of an exact address.
- Unsolicited calls and emails and a failure to adequately answer your questions.
- How to Verify Movers:
- Check reviews on multiple online business rating websites and don’t only rely on glowing reviews. Look for patterns of complaints or very recent reviews.
- Use online street-view and satellite maps to research the moving company’s address to verify that the address is a business and not a residence.
- Ask the moving company if they will be conducting the move or if it is being brokered for fulfillment by another company.
Conclusion
Moving can be a stressful experience, but understanding how to handle property damage can make the process less daunting. By being prepared, documenting everything, and knowing your rights, you can navigate potential issues effectively. Most moving companies are committed to resolving claims fairly, but it’s up to you to stay informed and proactive. Being proactive and informed can make the claims process less stressful and more successful. With the right approach, you can protect your belongings and ensure a smoother transition to your new home.
Additional Resources:
- Surface Transportation Board (STB): https://www.stb.gov/resources/need-assistance/hhg-moving/hhg-lost-or-damaged-items/
- Federal Motor Carrier Safety Administration (FMCSA): https://www.fmcsa.dot.gov/
Downloadable Content:
- Moving Checklist
- Home Inventory Template
- Damage Claim Checklist