It's tough to finish a move and discover that something you own is broken, especially after hiring professionals to keep your things safe. If this happens, you need to send a written claim listing each damaged or missing item within nine months of delivery. After that, the moving company has 120 days to respond with a settlement offer, a denial, or a counteroffer.
HireAHelper is the nation's largest marketplace for local moving help. We hope nothing goes wrong (and most of the time with the vetted movers on our platform, it doesn't!), but we've helped resolve thousands of damage claims, so we know the process and what works. This guide will focus on the formal claim-filing process and show you how to organize your evidence, meet federal deadlines, and navigate the steps to ensure you receive the compensation you deserve.
Karen Bodkin is a writer at HireAHelper who's passionate about helping people navigate their moves with less stress and more confidence. She empowers readers by turning the many overwhelming parts of moving into clear, actionable guidance.
Karen draws from a broad writing portfolio that includes home improvement, health, and travel. Her work reflects a deep understanding of life's transitions and a genuine drive to make moving feel more manageable for everyone.
Federal regulations set three key deadlines for moving damage claims. You have 9 months to file, the mover has 30 days to acknowledge, and 120 days to settle. Keep in mind that these apply to interstate moves crossing state lines, as intrastate deadlines vary by state.
Claim Process Deadlines| Milestone | Deadline | Who Submits This |
|---|---|---|
| File a written claim | 9 months from delivery | You |
| Acknowledge receipt | 30 days from receiving the claim | Mover |
| Settle, deny, or make an offer | 120 days from receiving the claim | Mover |
There are four main steps to filing a damage claim with a moving company: gather your documents, request the claim form, complete your submission, and wait for inspection and settlement. You have 9 months from the delivery date to file, but it's best to start right away while everything is still fresh. Below is a more detailed overview of each step, so you know what to expect.
Getting your paperwork together before you contact the moving company puts you in a better position. When your evidence is organized, the review process goes faster, and it's harder for the claims adjuster to dismiss your request. Here are the key documents you'll need to make your case stronger:
Contact the customer service department to get started. They'll direct you to the claims department and give you the right paperwork. Depending on the company, you might fill out a form online, download a PDF, or get a paper form by mail.
If the movers broke something you use every day, like your fridge or only bed, ask if they can speed up the replacement. Some companies will quickly compensate you for essentials so you don't have to go without them while waiting for paperwork.
Also, don't throw away broken items or try to fix them yourself yet. It might be tempting to see if you can repair something so it's usable, but the moving company needs to see the damage as it is. If you change or get rid of the damaged goods, they'll probably deny your claim. Start the paperwork and wait for an inspector before cleaning up.
DEADLINE: 90 days from delivery for interstate moves.
Make sure to fill out the form completely, since missing details can delay your payment. The form will ask for:
Send your paperwork through the company's online portal or by certified mail with a return receipt. Keep both paper and digital copies of everything you send, write down the names of everyone you talk to, and save all your emails.
The moving company has 30 days by law to confirm they got your paperwork. If you don't hear back in a month, call them for an update. If they still don't respond, you can then take the issue to a consumer protection agency.
If you booked through HireAHelper, file your claim via the online complaints and claims form within 10 business days of service.
Once your paperwork is in, the moving company assigns a claims adjuster to your case. The adjuster reviews your evidence and usually sends a local, third-party repair professional to your home to inspect the damage in person. This inspector will check whether the breakage is consistent with transit damage or appears to be general wear and tear. They also determine whether the item can be repaired or requires a total replacement.
"If arbitration fails or you prefer a traditional legal route, you can take the company to small claims court. This is often the best pathway for local moves that stay within state lines."
Getting an inspector to your house might take 2-3 weeks, depending on your location and the repair company's schedule. Be patient, but follow up if nobody contacts you within a reasonable timeframe.
After reviewing the inspector's report, the moving company will present an offer. Depending on your coverage level, they might offer to pay for the repair, replace the item with a similar product, or cut you a check for a cash settlement. The company has 120 days from the date they receive your paperwork to offer a resolution. They can extend this deadline by an additional 60 days, but they must send you a written notice explaining why they need more time.
Sometimes a moving company will deny your claim, but knowing why they said no helps you plan your next move. Companies commonly deny requests for a few key reasons:
If you disagree with their decision, review the denial letter closely to see their reasoning. Reply with a polite but firm letter pointing out any errors they made. Include your photos or receipts again to prove your case. If the adjuster made a mistake, they might reverse the decision.
If the denial still stands, you can request binding arbitration for a neutral party to decide the dispute, or you can take the company to a small claims court. You can also file a formal complaint with the FMCSA to create a regulatory record of the damage and their denial of the claim.
People often use the terms interchangeably, but a claim and a complaint serve very different purposes.
A claim is a formal request for reimbursement for broken or missing items, and this is filed directly with your moving company.
A complaint is a report of bad business practices filed with a government agency or consumer watchdog. A complaint creates a public record and can lead to fines for the company, but it does not directly put money back in your pocket.
Here is how they play out in real-world scenarios:
The Federal Motor Carrier Safety Administration regulates all moving companies that drive across state lines. When you submit a report to the FMCSA, they enter the company into a national database. If a company receives too many negative reports, the agency can launch an investigation, revoke its operating license, or issue heavy fines.
You can submit your report online through the National Consumer Complaint Database on the FMCSA website. You can also call them directly at their toll-free number. You have up to 18 months from your delivery date to submit a report. While the agency will not force the mover to pay you for a broken couch, submitting a report puts immense pressure on the company to fix its mistakes and helps protect future customers.
Your state Attorney General serves as the chief legal officer for your state and handles consumer protection issues. Sending a report to their office creates an official government record of the dispute.
When an Attorney General contacts a business on your behalf, the company usually takes it very seriously. This pressure often prompts a stubborn moving company to finally settle your dispute.
"If the movers broke something you use every day, like your fridge or only bed, ask if they can speed up the replacement. Some companies will quickly compensate you for essentials so you don't have to go without them while waiting for paperwork."
You can find a consumer complaint form on your state Attorney General's website. Response times vary by state, but you will usually receive a confirmation letter within a few weeks.
The Better Business Bureau, also known as the BBB, is a nonprofit organization focused on marketplace trust. Filing a report through the BBB creates a public blemish on the moving company's profile.
Because many customers check BBB ratings before hiring a service, companies want to resolve these public disputes quickly to protect their reputation. You can submit your issue online at the BBB website. The organization forwards your message to the business within two days, and the company has 14 days to respond. This rapid timeline makes it a very effective tool for getting a fast answer.
Taking legal action costs a lot of time and money, making it a last resort. Still, it's good to know all your options in case your situation does require this type of intervention. Here is an overview of your legal options.
Binding arbitration brings in a neutral third party to review your evidence and make a final decision. Federal law requires interstate movers to offer an arbitration program to settle disputes.
If your broken items are worth less than $10,000, the moving company must agree to the process. You will pay an administrative fee to start the hearing, typically a few hundred dollars.
The biggest benefit of arbitration is that it moves much faster than a traditional lawsuit, and you don't need to hire a lawyer. The main drawback is the decision's finality. Because the ruling is binding, you cannot appeal the result if the arbitrator sides with the moving company.
If arbitration fails or you prefer a traditional legal route, you can take the company to small claims court. This is often the best pathway for local moves that stay within state lines. Filing limits vary by state but typically range from $2,000 to $10,000. You will need to bring all your documentation to the judge, including your Bill of Lading, damage photos, written communication, and the denial letter.
A major benefit of small claims court is the low cost of entry. Filing fees are usually under $100, and you present the case yourself without paying an attorney. The main drawback is the time investment of preparation, and you will have to take time off work to attend the hearing.
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