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What To Do When Your Stuff Gets Lost or Damaged While Moving

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After all the stress, money spent, and late nights packing, you’re finally at your new home and ready to unpack and settle in for the last leg of your move. Only, you discover your pricey, one-of-a-kind glass coffee table has been shattered. Or the box filled with family heirlooms is missing. Or while pulling in, the moving truck dings the fence and knocks over your mailbox.

These can be nightmare scenarios, depending on how precious the item is and how expensive it could be to replace. But there are some things you can do once you discover any damage — as well as some things you should try before you move. 

If my stuff was broken during a move, what do I do?

Did you hire movers who you suspect damaged or outright broke something? Know that even if money can’t wholly replace the item you lost, there are usually steps you can take to get compensation, both before and immediately after anything gets damaged.

1. Document the damage

For broken or damaged items, the first step is to get plenty of photos.

Those pictures will be very helpful when you file a claim, either with the moving company or with insurance (if you have it). Right after you discover the damage is the best time to do this, but even if some time has passed, any documentation is better than none.

If you’re lucky enough to have any photos of your belongings before the move (which is highly recommended), include those too for a before-and-after. Photos are mandatory for showing exactly what type of damage occurred and the potential cost to repair or replace the item.

My stuff is missing!

But what if after taking stock of everything in your new home, you realize the lamp that’s at the perfect angle for a reading light isn’t there? You’re absolutely sure you packed it, but it’s simply gone.

Obviously, you can’t take photos of something missing. Ideally, if you have one, you should go through your entire moving inventory thoroughly when your movers are finished and still there. Rushing through the process and confirming that everything made it to your destination when that’s not the case will make it much harder to locate a missing item or file a claim. 

 

“…it’s much tougher to deal with moving problems after the fact. Which is why it’s so important to work with a company that’s been pre-vetted.”

 

If it turns out something truly is missing, your only true recourse is to ask the moving company to track it down. It could have been left behind or delivered to the wrong address. (Ask your old property manager/check your old place too, of course.) Alerting the moving company ASAP is key, since the more time that passes, the higher the chance of it getting lost for good. 

(If this isn’t an accident and you think there’s been a crime, read about what to do.)

2. File a claim

Once you’ve taken stock of what’s damaged or missing, it’s time to inform the moving company of what happened.

Below is the contact information for a number of national moving companies and where you should file a claim for your lost or broken items.

How To File a Claim With National Moving Companies:

  • Allied Van Lines: Fill out their online claim form. You can also e-mail claimstrace@alliedvan.com or call (800) 470-2851 to discuss a missing item or coverage prior to filing a claim
  • Arpin Van Lines: If you need information or help filing a claim, call (855) 405-9293 and dial option 3 to speak to a claims representative or email claims@wvlcorp.com. You can also file a claim online
  • Atlas: You can file a claim directly through the Atlas® Customer Portal. If you need help, call (800) 638-9797 (ext. 2846# or 2850#)
  • Bekins Van Lines: Claims can be filed online. For assistance, call (833) 425-4982 and dial option “3”, or email claims@wvlcorp.com
  • HireAHelper: You can fill out their online claim form. There’s also the option of calling (800) 995-5003 or emailing customer-support@hireahelper.com  
  • Mayflower: Most claims can be submitted online. However, if your move took place within the state of Texas, call (800) 325-9970 to get the appropriate form
  • Moving Help (U-Haul): You can contact them or fill out an Issue Resolution request online. You’re also able to file a claim directly under the subcategory “Safeload”  
  • North American Van Lines: File a claim online, or call (800) 348-3746 or email claims@navl.com for help. Note that intra-Texas moves use a separate claims form and it must be filed within 90 days of delivery
  • U-Pack: Email moving@upack.com with your name and reference number, and they’ll send you a claim form to complete and submit
  • United Van Lines: Most claims can be filed online. For intra-Texas moves, call (800) 325-9970 for assistance
  • Wheaton World Wide Moving: Claims can be filed online. For help, call (855) 284-4011 and dial option 3, or email claims@wvlcorp.com

How To File a Claim With Local Moving Companies:

Unfortunately, there is no formal process for damages caused by a local moving company that you hire directly. That said, many local moving companies will offer to help or partially pay for damages, but it’s entirely up to them to work with their customers on a case-by-case basis.

However, if you hire a local moving company through an online mover marketplace like HireAHelper, you will be covered in all instances of damages. HireAHelper automatically steps in to mediate and get your money back.

3. File a third-party complaint (maybe)

If you submitted a claim but the moving company is not responding, or you feel that they’re not taking enough responsibility, you should file a complaint with a third-party organization.

The first organization to contact is the Federal Motor Carrier Safety Administration (FMCSA). This is a division of the U.S. Department of Transportation (DOT). You can file a complaint online for issues such as lost or damaged items, issues with the company’s license or insurance, overcharges and more.

Once you file a complaint, the movers have 30 days to acknowledge it, plus another 120 days to dispute or resolve it. (Not ideal, but it’s something.)

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You can also file a complaint with the Better Business Bureau. After filing your complaint, the BBB processes it within two business days. The business then has 14 days to respond from the date you filed. Complaints are usually closed within 30 days. However, if the business fails to respond, it can negatively impact its BBB rating.

If you think something was actually stolen or intentionally damaged, you should contact your local police department and file a report. 

4. You can also seek arbitration from the government

Another option you have if a claim isn’t being handled properly is arbitration. It’s a form of dispute resolution that allows everyone to avoid going to court. Interstate movers are required to participate in an arbitration program, such as the one offered by the FMCSA. (Click here to get started.)

What about moving insurance?

If you’re worried about any possessions being damaged, but you haven’t even hired movers yet, insurance is a possibility. Unfortunately, for reasons all too familiar, you probably won’t be able to rely on your homeowner’s or renter’s insurance for items lost or damaged while moving. But you’re not necessarily out of luck. 

Hired movers are generally responsible for the items they’re transporting. However, if you move across state lines, all moving companies are federally required (that means in every single state) to offer two insurance options:

  • Full value protection: This means the moving company is responsible for covering the total replacement value of any possessions that are lost or damaged. They can opt to repair or replace the damaged item, or give you cash. This is the most comprehensive coverage, which means it’s also the most expensive.
  • Released value protection: It’s free… but you get what you pay for. It provides up to $0.60 per pound of an item that’s lost or damaged. So if your 40 lb. flat-screen TV worth $1,000 gets cracked, the most you would be compensated is about $24.
  • Third-party liability insurance: Some movers may offer this separately. It costs extra but will cover any damages beyond the released value coverage, up to the policy’s limits.

Hiring movers directly means you’re responsible for most of this research and decision-making. But companies such as HireAHelper that curate and help you find the best movers also help you with all the moving insurance stuff.

See prices for movers by the hour—instantly.

Read real customer reviews.

Easily book your help online.

 

On top of full value protection, HireAHelper automatically offers a $1,000 Safety Guarantee with every order for free, with plenty of other options to upgrade. After curating thousands and thousands of moves, HireAHelper knows everything about what can go wrong and how to fix it. It’s much easier to work with a company that knows the ins and outs of claims and insurance and has a vested interest in your satisfaction, rather than muddling through things on your own.  

Again, if you have no insurance, you should still be able to receive some kind of compensation, as long as you’re working with a licensed and reputable moving company. (It’s important to check before hiring anyone!)

What happens after filing a claim with the insurance company?

In many cases, you have up to nine months to file a claim with the company. But again, the faster you file, the sooner you’ll resolve the issue. 

After you file the claim (usually this is done online but possibly over the phone):

  • The company will respond to acknowledge they received it (generally within 30 days)
  • They will investigate the situation and eventually either offer compensation or deny the claim

Keep in mind there are some situations when the insurance company isn’t responsible for covering your damages. For example, if you choose to pack your own items yourself and something breaks, that’s typically on you, not the movers. The same is true if you pack anything that’s perishable, hazardous, or highly valuable without notifying the movers. Damage from natural disasters is also usually not covered.

Hiring Reputable Movers Is Important

You might assume that if you hire a professional moving company, they have all the necessary processes in place to handle damages. But the truth is a lot of local moving companies don’t actually have insurance or customer service in a traditional sense. And scarily enough, in some cases, you could be dealing with a moving scam. (Click here to learn more if you think you’re being scammed.)

Of course, it’s much tougher to deal with moving problems after the fact. This is why it’s so important to work with a company that’s been pre-vetted. And that’s exactly why HireAHelper exists — we built a national database of reputable movers who not only pass our strict requirements to be listed, but also get publically rated by verfied customers to hold them accountable. 

7 Embarrassing Lessons I Learned While Moving People

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Learning to be a good mover is not something you can get from a book. Like riding a bike, playing the piano and getting your black belt – like so many things, really – we all have to learn how to move stuff by going out to the job and getting to it.

And as with just about anything, it involves making mistakes.

This month I want to share with you seven lessons I learned during my earliest days on the job. Lessons learned both through the mistakes of others and through my own errors. They made me feel stupid and embarrassed, but nevertheless taught me things I needed to know if I wanted to stay on in this business.

#1. The nicer the furniture, the more likely you’ll damage it.

This isn’t some sort of karmic law. This is pure woodworking and physics.

The finest dressers and desks have drawers that slide out nice and smoothly – meaning you only need to tip that piece so far before gravity grabs hold of those drawers and start pulling them out and onto the floor. Quality furniture also (usually) means good, solid wood. And it’s heavy. Drawers will gain speed fast and hit the floor hard. Armoire doors, once they start to swing open, can come down so hard they put cracks in themselves; if they don’t bang against the floor, they can end up playing “irresistible force meets immovable object” with their hinges.

Yes, I’ve seen all this firsthand. A lot of it happened on a local move during my first week as a mover. I don’t know about the other guys on that crew, but that was the first and last time I let something like that happen.

Protip: Pad-wrapping items like dressers and armoires can obviously keep all those drawers and doors in place. So can a layer of shrink wrap. But if you prefer not to pad-wrap or shrink wrap those big pieces until you get them out the front door another option is using those big movers’ rubber bands, which are easy to put on, easy to adjust (by knotting up and tying off any slack) and totally economical since you can use them for years.

Extra advice: Gravity works on all kinds of furniture, not just the most expensive stuff!

#2. Sitting in the passenger seat does not mean you get to take a break from helping.

Unfortunately, one guy I worked with didn’t seem to understand this. “Watch that side,” I told him as I began backing half-blind into a slot between two other box trucks. “Aw-right,” he said, glancing lazily at the side view mirror before letting his eyes glaze back over.

I suppose it was my fault. I shouldn’t have taken it for granted that he was going to keep watching that side for me and warn me when I was about to sideswipe the truck parked on his side. Which, of course, he didn’t. And he didn’t get socked with a bill for the damage either.

Protip: This “help your driver” rule is always in effect on the road, because so are blind spots. When your driver is pulling up to the curb along a tree-lined residential street, pay attention not only to how close the tires are getting to the curb, but also how close the top of the truck might be coming to any big fat tree branches. Trust me, tree branches can do some serious damage.

#3. Don’t blindly trust a dog or its owner.

“He’s real friendly,” the customer with the mixed-breed said. “But I’ll put him out back so he doesn’t get in your way.” That seemed fair enough to all of us.

He was a quiet pup, actually, and after a while, I’d totally forgotten about him. I figure so did one of the other guys by the time he went out back to take care of the patio chairs. From the living room was where I heard the barking and the shouting, and I was walking through the kitchen when my fellow mover busted through the back door, cussing and bleeding in three places.

Protip: Quiet dogs are still dogs. With teeth.

#4. If you put things out of the way, remember where you put them.

After moving non-stop for six hours, our three-man crew was finally done with the unload. All we had to do was have the customer sign off on the inventory sheets.

“Looks like we’re missing something, fellas,” he said, showing us the lone unchecked box on his bingo sheet.

On the inventory, it just said “screw box” – which was exactly what I wanted to do. But the four of us – the crew plus the customer – spent the next half an hour looking for a screw box, not sure what one was even supposed to look like. Walking through the garage a fourth time, I looked over at the customer’s big old rolling tool chest and the sliding compartment doors at the bottom. Inside, to everyone’s relief, was a small PBO half-filled with nuts and bolts and washers and flanges and… yup. Screws.

Protip: Keep sticky notes and a marker in your pocket for anything that needs special denotation. That way, an out of the way item will be clearly visible and explained. A lot can be forgotten during a five-hour move, trust me.

#5. Pressboards can’t really be pressed.

During my first week as a mover, I was introduced to a pressboard entertainment unit in the customer’s living room. It held a big TV, stereo equipment, a VCR (this was 1996). When we got it cleared off and picked it up, it immediately started to wobble. I could feel the thing getting progressively looser as the lead guy and I eased it as best we could down the apartment building’s stairwell.

Out on the truck, the lead guy pulled out something called a ratchet strap. There I learned that when you introduce a ratchet strap to a piece of pressboard furniture, the ratchet strap will waste no time crushing that piece of pressboard furniture to pieces.

Protip: When confronted with a piece of pressboard furniture, give the customer two choices: a piece of paper called a Pressboard (Particle Board) Waiver that releases the moving company from liability for damage to a piece of furniture that shouldn’t be moved, or a piece of paper that says “FREE”. Read this discussion on MovingScam.com for more on particle/pressboard waivers.

#6. You know that the name is painted on the side of the truck, right?

One day, one of my fellow crew guys and I were asked to go help another van line agency handle a job in Manhattan. My buddy and I sat in the cramped space behind them, our knees pinned against our chests for the 90-minute ride into the city.

Granted, driving in Manhattan can suck. Driving a 26’ box truck around Manhattan is brutal. It takes patience. It takes nerves of steel. Our driver for the day had neither.

At one point there were three lanes being squeezed into two. New Yorkers generally have a grasp of the concept of merging though evidently, they don’t seem to like it. And, well, the driver let everybody on that ride know from out the window.

Protip: Most people on the road can both hear you AND read the name on the side of your truck.

#7. Shrink wrap comes in rolls, but you can’t reroll it.

“Hand me that shrink wrap, Kevin,” my buddy said from the back door of the box truck. Hands full (with what I don’t remember) I gave the shrink wrap at my feet a push with my boot and sent it rolling across the floor of the truck toward my buddy – and the boss, who had just materialized out of nowhere.

“Don’t EVER do that!” he barked in his usual intimidating way.” You know how much a roll of that stuff costs? You get one little rock in that plastic and the entire roll is shot! Where’s your head?!”

I wouldn’t say the whole entire roll would be shot. I wouldn’t say anything – not to that guy’s face. But he was right. Get even a small nick or cut or bit of debris in that plastic and it’ll drive you nuts the way it comes apart next time you try to use it. Money down the drain.

Protip: When someone asks you to hand them the shrink wrap, do just that.

Got any of your own lessons to share?

We know some of you have been around a while – long enough to have some good stories of your own about the hard lessons you’ve learned. We’d love for you to share them, so all of us can learn the easy way what you guys have learned the hard way.

Which brings me to one final tip.

Admit your mistakes. Spell them out to your team when they happen. This way you’ll be helping people avoid doing the same thing down the road.

Illustrations by Marlowe Dobbe

Inventory Sheets Legally Keep You From Losing Your Stuff on a Move. Here’s How to Use Them

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Among the many pieces of paperwork that a full-service mover will ask you to sign is a piece of paper called a “Household Goods Descriptive Inventory”. It’s more commonly known as an Inventory Sheet, and it’s basically an itemized list of everything the movers are transporting for you, from your furniture to your boxes to every last golf club, garden tool and garbage can in the shed.

We know, you hardly have time to search for a coffee filter, let alone make a list of every single thing you own. But why is writing all that stuff down so important before the movers haul it away?

You Probably Want Your Stuff Back

On move day, before the rest of the crew starts carrying your stuff out the door, the lead person or someone else who knows the drill will be going around putting numbered stickers on everything and writing a description of each item on the corresponding numbered line on the “IS”. So if you make one, you’ll get a copy of that inventory sheet – or more likely several inventory sheets – and when your stuff is delivered you’ll check off each numbered item as it comes off the truck. Armed with your inventory sheets, you can make sure everything is there.

Here’s what happens on a move with completed paperwork.

Example #1: Your movers have emptied the truck, everything is moved in and accounted for according to the inventories. You and the mover both sign each IS as documentation that all items have been received.

Example #2: Once the movers have emptied the truck, you find that one item on your inventory sheets has not been checked off. You and your movers search high and low for the item (because you both want to find it!), but it is nowhere to be found. Near the bottom of the IS you will write very clearly which item is missing, then you and the mover both sign off on the paperwork. (Make sure to keep a copy!) This is your documentation for filing a claim for your missing item.

Inventory Sheets Also Keep Track of the Condition of Your Stuff

Nobody wants to end up with a scratched and dinged up dining room table. Likewise, your movers don’t want to be held responsible for any scratches and dings that were already in that table. A special column on the inventory sheet, where your movers can record any existing damage, serves as a safeguard for both of you.

Example #1: If your dining room table is all scratched up upon delivery, but those scratches are documented on the inventory sheet as already existing when the movers came to move you, you cannot hold your mover falsely accountable.

Example #2: If there is any discrepancy between the condition of your dining room table as recorded on the IS with the condition of that table when it gets delivered, you’ll have the legal evidence and documentation you need to get reimbursed for the damage. Describe clearly the new damage in the “Remarks/Exceptions” box, then take pictures of the damage as further proof. (These pictures can also help your moving company determine whether to repair or replace the item.)

It’s Important to Prepare Ahead of Your Move

It’s hardly practical to follow your mover around to witness every notation they make on every inventory sheet and to check every box, every piece of furniture and every loose item in your garage. Go ahead and try if you like, but I bet you’ll drive both yourself and your mover crazy.

Instead, be proactive before the move. On the day of your relocation, check your furniture, your appliances, your bookcases and your bicycle. The actual paper itself is pretty straight forward: Just plainly denote any significant scratches, gouges and dings. Then point them out to your inventory taker. Seeing how you are paying attention, they’ll be inclined to do more of the same.

On packing: If you’re doing your own packing, keep track of how many boxes you have. Number them as you label them with what is inside. Make a rough list of your boxes if you like, noting what size or kind each box is. Such a list may not amount to a legal document but you can use it to make sure your mover has the same number of boxes listed on their official inventory sheets.

Finally, familiarize yourself with a typical IS, including the most common abbreviations movers use when taking inventory:

  • PBO – a box that was packed by the owner, i.e., you
  • CP – a box that was packed by the mover, i.e., the carrier
  • MCU – Mechanical Condition Unknown, to prevent false claims by the customer that something “was working before I moved.”

For a good example, take a good look at this standard Household Goods Descriptive Inventory form:

The inventory sheet is your best (and perhaps only) friend if something gets lost or damaged. Make sure you are well-acquainted – both before and after your mover fills it out – before it’s finally time to sign off at the bottom.

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