As your preferred moving company, we want to make it as easy as possible for you to submit a claim if you discover any of your belongings to have been lost, damaged, or misplaced along the way. Because there is a time limit on being able to make this claim, we encourage you to start the process as soon as possible—ideally the day of the move.
> Document Items before Your Driver Leaves: When your driver arrives and unloads your belongings, you will be asked to sign off on the shipment to ensure that everything arrived safely. This is the best time to make note of something that’s missing or damaged, as you can note it on the inventory sheet and begin the claims process right away.
> Contact Your Moving Agent/Company: Whether you note the missing or damaged item right away, or if you don’t notice for a few weeks, you’ll need to contact us to get the claims process started. This can be done over the phone (at 1-800-470-2851) or via our online form. You’ll need to have your shipment number, inventory list, and contact information handy.
> Keep Your Items Untouched: If the items have been damaged rather than misplaced, it’s important that you leave them in their current condition and position. This way, we can send an inspector to look at the items as they have been delivered to make an accurate assessment of the damage. (Hold on to the boxes and packaging materials, as well, as they may need to be inspected for damage and/or wear.)
> Be Prepared to Answer Questions: Always keep your moving paperwork on hand when you contact us, as we’ll need information about the shipment, inventory, value of the items, and other information. Your claims adjustor/inspector will also need access to this information in order to make the most accurate assessment of your goods.
> Expect Visitors: When an item is damaged, we need to physically inspect it to determine whether it’s best to repair it or replace it. (For missing items, a claims adjustor may just call instead of make a physical inspection.) This isn’t done to inconvenience you—instead, we want to make sure everything is done accurately and as quickly as possible.
In an ideal moving scenario, nothing would ever get lost or damaged; however, human error and accidents can occur. Always plan ahead for this type of situation by keeping accurate records, pictures, and notes and contact us as soon as you realize something is amiss.