How do I file a claim for moving damage?

Filing a Claim for Moving Damage

Discovering damage to possessions after a house move can be disheartening. The process for filing a claim is systematic and requires prompt action and thorough documentation. Understanding the steps and your level of protection is crucial for a successful outcome.

Immediate Actions Upon Discovery

As items are unloaded and unpacked, it is important to inspect them carefully. Any visible damage should be noted immediately.

• Document on Delivery: If damage is noticed at the point of delivery, ensure it is clearly recorded on the delivery receipt, inventory sheet, or bill of lading before signing. Be specific about the item and the nature of the damage.
• Photographic Evidence: Take clear photographs or videos of the damaged item from multiple angles. Include close-ups of the damage and wider shots showing the item's location and relation to its packaging, if applicable. Also, photograph the packaging itself if it shows signs of damage.
• Do Not Discard Packaging: Retain all original packing materials, especially if the item was packed by the removal company. The condition of the packaging can be vital evidence in determining liability.
• Minimise Further Damage: If possible, take reasonable steps to prevent further damage to the item.

Notifying the Removal Company

Most removal contracts specify a timeframe within which damage claims must be reported. This is typically a short window, often 7 days, but can vary. Prompt notification is always advised.

• Formal Notification: Contact the removal company in writing (email is usually acceptable, but check their preferred method) as soon as damage is discovered. State the intention to file a claim.
• Initial Details: Provide the name, move date, reference number, and a brief description of the damaged item(s) and the nature of the damage.

Understanding Your Protection

The extent of compensation for damaged items depends on the type of protection agreed upon before the move. This is a critical factor in the claims process.

• Standard Liability (Basic Cover): Most removal companies offer a basic level of liability, often referred to as Released Value Protection. This usually compensates based on a weight-based formula (e.g., a fixed pence per pound or kilogram) rather than the item's actual value. It is the most economical option but offers minimal compensation.
• Extended Liability (Increased Cover): For more comprehensive cover, customers often opt for Full Value Protection. Under this, the mover is responsible for the replacement cost of the item, or the cost to repair it to its condition before the move, up to a specified maximum value for the consignment.
• Third-Party Insurance: In some cases, customers arrange their own independent insurance policy for moving. The claim would then be filed directly with that insurer, though the removal company may still need to provide details of the incident.
• Owner-Packed Items: Liability for items packed by the customer is often limited, as the removal company cannot guarantee the suitability of the packing methods. This is a common point of contention in claims.

Preparing Your Claim Documentation

A well-prepared claim package is essential for a smooth process.

• Detailed Inventory: Create a comprehensive list of all damaged items, including descriptions, serial numbers (if applicable), and estimated values.
• Proof of Value: Gather receipts, invoices, or valuation certificates for the damaged items. For items without receipts, obtain repair estimates or quotes for replacement from reputable suppliers.
• Photographic/Video Evidence: Include all photos and videos taken, clearly labelled and dated.
• Written Statement: Provide a clear, concise written statement describing how and when the damage was discovered, and any relevant circumstances.
• Copies of Correspondence: Keep copies of all communications with the removal company, including the initial notification.

Submitting the Claim

Follow the removal company's specific claims procedure. This may involve filling out a dedicated claim form.

• Review Contract: Re-read the contract or terms and conditions carefully for the exact claims procedure, required documents, and submission deadlines.
• Submit All Documentation: Ensure all supporting evidence is submitted together. Incomplete claims can lead to delays.
• Keep Records: Always keep a complete copy of the submitted claim and all supporting documentation for personal records.

The Resolution Process

Once a claim is submitted, the removal company will typically initiate an investigation.

• Investigation: The company will review the evidence, potentially contact for further details, and assess their liability based on the contract and the circumstances.
• Offer of Resolution: Based on their findings and the agreed level of protection, the company will typically offer repair, replacement, or a cash settlement. This offer should be clearly itemised.
• Negotiation: If the initial offer is not deemed satisfactory, there may be scope for negotiation, especially if strong evidence supports a higher value.
• Alternative Dispute Resolution: If an agreement cannot be reached directly, some removal associations offer independent conciliation or arbitration services, which can be a next step before considering legal action.