Your belongings arrived. Something's broken. Now what? Here's exactly how moving damage claims work, what your rights are under federal law, and how to make sure you're protected before moving day.
First: Two Types of Protection
Every interstate mover is required by federal law (FMCSA regulations) to offer two levels of liability coverage:
Released Value Protection (the default — and it's almost worthless)
Unless you specifically request otherwise, your move is covered at 60 cents per pound per item. That means if your 50-pound flat-screen TV is destroyed, you're owed $30. Your 100-pound antique desk? $60. Released value is the minimum required by law — not actual value.
Full Value Protection (what you actually want)
Full value protection means the mover is liable for the replacement value of damaged or lost items. They must either repair the item, replace it with a similar item, or pay you the cost to replace it at current market value. This comes at an additional cost, but it's meaningful coverage.
Always do this before moving day
Confirm in writing which protection level you have. If your quote paperwork doesn't specify, ask. Sign off only when it's written clearly in your contract.
What to Do When You Discover Damage
- Document at delivery. Before the crew leaves, do a walkthrough of every room. Note any damage on the Bill of Lading (the delivery receipt). Once you sign without noting damage, it's significantly harder to claim later.
- Photograph everything. Close-up photos of damage, plus wider shots showing context. Timestamp matters.
- Don't discard anything. Keep damaged items until the claim is resolved. Throwing away the broken item makes it very hard to prove damage.
- File within 9 months. Federal law requires carriers to acknowledge your claim within 30 days and pay or deny within 120 days. But you must file within 9 months of delivery.
How to File a Claim
Contact your mover's claims department in writing (email with read receipt, or certified mail). Your claim should include:
- Your name, move date, and contract/order number
- Description of each damaged item
- Photos of the damage
- Estimated replacement or repair cost with supporting documentation (receipts, appraisals, online comps)
- A copy of the relevant section of your Bill of Lading
What If the Mover Refuses or Lowballs?
If you can't resolve the dispute directly, you have two options:
- Arbitration: Reputable movers participate in neutral arbitration programs. This is faster and cheaper than court.
- Small claims court: For claims under your state's small claims limit (usually $5,000–$10,000), this is often the fastest path to resolution.
- FMCSA complaint: You can file a complaint with the Federal Motor Carrier Safety Administration at fmcsa.dot.gov. This doesn't resolve your claim directly but creates an official record.
How to Prevent Damage in the First Place
- Use a licensed, insured direct carrier — not a broker who auctions your job to the lowest bidder
- Confirm full value protection in your contract before moving day
- Pack your own fragile items if you have irreplaceable pieces — or supervise the packing closely
- Document your valuables with photos and serial numbers before moving day
At AEY Moving, we offer full value protection on every move and handle your belongings on a direct-haul, no-relay basis. Get a binding quote and ask us about coverage options when we call to confirm.
