If your belongings were damaged, lost, or delayed during a long-distance move, you have the right to file a claim against the carrier. Here's the process — and why documentation before the move matters as much as documentation after.
Document Damage at Delivery
The moment boxes and furniture arrive, inspect everything before the crew leaves. Note any damage on the delivery receipt (the final delivery portion of your bill of lading). Photograph everything. If you sign the delivery receipt without noting damage, you weaken your claim significantly — though you generally still have 9 months from delivery to file.
The Claims Process
- Submit a written claim to the carrier within 9 months of delivery (FMCSA requirement)
- Include: your name, shipment details, description of damage/loss, estimated value, photos
- The carrier has 30 days to acknowledge receipt and 120 days to resolve the claim
- If they deny or lowball your claim, you can dispute through arbitration
Arbitration
FMCSA regulations require movers to offer arbitration for claims up to $10,000. Arbitration is typically faster and cheaper than litigation. The American Moving and Storage Association (AMSA) operates an arbitration program. If your claim is denied unfairly, FMCSA's consumer complaint line (1-888-368-7238) is also an option.
What Full Value Protection Covers
If you selected full value protection, the carrier is liable for repair, replacement, or the current market value of damaged or lost items. If you had only released value ($0.60/lb), your claim payout will be based on weight, not replacement cost — which is why we recommend full value protection for all long-distance moves.