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

Are Movers Responsible for Damage or Loss?

Yes, in many cases they are, but the amount they may owe depends on your contract, your move type, and the protection attached to your shipment. Interstate moves must follow FMCSA regulations, but local moves often follow state rules and the terms in your agreement. Before you can estimate the compensation you're entitled to, you need to know what protection applied to the shipment.

Most customers end up choosing between a few common options:

• Released value protection: This is the basic protection option. It usually does not add to your moving cost, but it pays based on weight, not replacement cost.
• Full value protection: This costs more, but it gives you stronger coverage. The mover may repair the item, replace it, or offer a cash settlement.
• Third-party moving insurance: This comes from an outside insurer. It can fill gaps that valuation coverage does not cover.
• Homeowners' or renters' coverage: Your policy may help in some situations, but coverage is often limited during a move.

To get a clearer picture of your moving protection options, you can read more on what moving insurance is.

What Is the Bill of Lading?

The bill of lading is the main document for your move. It serves as both the contract and the receipt for your shipment. It shows who's involved, where the shipment is going, the services you agreed to, the protection you chose, and the charges that apply. You should get a copy before the movers leave your home.

Read the bill of lading before you sign it, make sure the details match your move, and keep your copy until everything is delivered and you settle any claims.

What To Do Before the Move: Step-by-Step

You shouldn't have to pay for items that movers lose or damage during your move. There are policies in place to protect you and your items. But in order to get a replacement or settlement, you need to follow a specific process.

Step 1: Create an Inventory

An inventory gives you a clear record of what you packed. It's always harder to prove a loss if you're relying on memory alone.

Keep the list simple and consistent. Write down each item or box, its room, and any note that matters, such as fragile or high value. Number your boxes so your list matches what arrives on moving day. Then store the list in more than one place, such as your phone and your email, or keep one digital and one hard copy.

To build a moving inventory quickly and easily, read how to create a moving inventory list or try one of the best moving apps.

Step 2: Take Photos or Recordings of Your Belongings

Photos and videos help prove the condition your items were in before the move. To document this properly, go room by room before moving day. Start with wide photos, then take close shots of anything valuable, fragile, or already worn. Photograph electronics while they still work if you can. You should also capture serial numbers, scratches, dents, and corners that could later become a dispute.

Keep the files organized by room or item type so you can find them quickly. After all, if you need to file a claim, you want clear proof that is easy to follow, not hundreds of random camera roll photos.

Step 3: Read the Contract Carefully

Your contract spells out liability limits, valuation coverage, deadlines, excluded items, and the process for reporting loss or damage. Pay close attention to any language about high-value items, items you packed yourself, and how long you have to report a problem.

You should read the section on claims before moving day, not after something goes wrong. If anything is vague, ask for clarification in writing. That gives you a record, and it helps you avoid a bad surprise later.

Step 4: Decide If You Need Moving Insurance

Moving insurance adds to your expenses, but it may still be worth it if replacing your belongings would strain your budget. That is especially true for long-distance moves, expensive furniture, electronics, art, or anything you would struggle to replace.

The price of coverage depends on the shipment value and the kind of protection you choose. In many cases, the cost is a small percentage of the declared value, which may feel much more manageable than paying out of pocket after a loss. For help weighing the tradeoff, read what moving insurance is.

What To Do After the Move: Step-by-Step

Doing a quick check right after your move helps you catch problems while the details are still fresh, and gives you a better shot at getting paid if something does go wrong.

Step 1: Review the Bill of Lading

Start with the bill of lading and compare it against what actually arrived. Check the shipment details, the date, the service level, and the protection you selected. Then use it together with your inventory as you unload and unpack.

Look for missing boxes, incorrect item counts, and any notes written at pickup or delivery. If you notice a problem while the movers are still there, point it out before the truck leaves. If the paperwork does not reflect what you received, ask for that to be noted.

Step 2: Document Any Missing or Damaged Items

If you find something off, create a clear list of what is missing and what is damaged. Use your inventory to identify the exact item or box, then match that against your photos.

For damaged items, take fresh pictures from several angles. If something no longer works, record a short video showing the issue. Keep broken parts, hardware, packaging, and anything else that may help show what happened. Do not clean, repair, or throw the item away yet. Once you attempt to fix the item, you may weaken your proof. If you notice damage during unloading, say so right away. The sooner the problem is documented, the stronger your position usually is.

Step 3: Contact the Moving Company

When you contact the moving company, be ready with the information they are likely to ask for. That usually includes your move date, your bill of lading number, your inventory, photos, and a list of the missing or damaged items.

Be specific. Explain what is missing, what is damaged, when you noticed it, and what proof you have. Then ask how to open a claim, where to send the paperwork, and what deadline applies. Many companies have time limits for starting or completing the process, so it's smart to have everything on hand at the start.

Try to move the conversation into writing as soon as you can. Email makes follow-up easier and keeps a paper trail of exactly what happens for reference later if needed.

Step 4: File a Claim

If you want compensation, you usually need to file a written claim. Your claim should identify the shipment, explain the loss or damage, and state the amount you are asking for. Include your inventory, photos, receipts, repair estimates, and any other proof you have. Even if the moving company offers a phone process, the written version is the one that matters most if there is a dispute later.

The Claims Process: What To Expect

Claims can take time, which is one reason it helps to understand the process before you start. In most cases, the moving company will review your paperwork, ask for anything missing, and then either pay, deny, or negotiate the claim. Some claims move quickly. Others take weeks or months, especially if the value is high or the proof is incomplete.

How Filing a Claim Works With Moving Companies

Before you file a claim, familiarize yourself with the process. Generally, moving companies follow similar processes. The steps commonly include:

• Submit your claim in writing or electronically. Some companies may let you start a claim over the phone, but require the official claim in writing for documentation.
• Identify your shipment and the damaged or lost items.
• Show evidence that the moving company is liable for the loss. This could include before and after photos, or your written inventory and statement that the item is missing.
• Ask for compensation according to your policy and the item's value.
• Wait for the moving company to review your claim.
• Follow up in 30 days if your claim hasn't been acknowledged.

Filing a Claim With Local Moving Companies

Unfortunately, there's no formal or legally required 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.

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

You can reach HireAHelper's customer service line at (800) 995-5003 or email customer-support@notices.porchmovinggroup.com. We're available seven days a week.

Filing a Claim With National Moving Companies

National moving companies often use a more formal claims process. That may include an online portal or speaking directly to a claims department to complete the required moving company damage claim form.

Here's a selection of movers' processes for filing a claim for lost or damaged items:

• Allied Van Lines: Fill out their online claim form. You can also e-mail claims@alliedvan.com or call (800) 470-2851 to discuss a missing item or coverage prior to filing a claim.
• 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 to call (800) 995-5003 or email customer-support@notices.porchmovinggroup.com.
• Mayflower: Most claims can be submitted online. However, if your move took place in Texas, call (800) 325-9970 to get the appropriate form.
• Moving Help (U-Haul): You can contact them by filling 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, 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: File a claim online with a dedicated claims form. For additional assistance, contact them by phone at (844) 594-3077.
• 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.

Filing a Claim With Moving Insurance

If you have moving insurance and you file a claim with the company, they must acknowledge it and investigate the situation. If they determine that the lost or damaged items qualify for coverage, you receive compensation.

Claims may be denied, especially if you miss specified deadlines or fail to provide important information. Here are some reasons your claim may be denied:

• If packed items broke due to your negligence. If you packed the boxes yourself, it's impossible for most insurance companies to determine when the damage actually occurred, or if it happened because of improper handling on your part.
• If valuable items were packed without being declared.
• If items were damaged due to unpredictable natural disasters.
• If items were damaged prior to the move.
• If you can't provide evidence tying the move to the damage.

How Much Compensation Can You Expect?

In terms of moving company lost or damaged item compensation, you'll either get a low weight-based payout, a partial settlement after some back and forth, or a result that comes much closer to full reimbursement.

The biggest factor influencing your payout is the type of policy you hold. Here's how they work:

• Released Value Protection: Payment is usually based on weight rather than what the item actually costs. That can lead to a frustrating result when the item is expensive but fairly light. A 10-pound lamp, for example, might bring only $6, while a 100-pound dresser might bring $60. That's why basic coverage often feels like it's not enough if real damage happens.
• Full Value Protection: For this option, instead of using weight alone, the moving company may repair the item, replace it with a similar one, or offer a cash settlement based on its current value. So if a table arrives with a broken leg, the likely outcome may be a repair. If a TV is badly damaged, the mover may replace it or work out a payment instead.
• Third-Party Moving Insurance: This can sometimes provide broader reimbursement, but the final amount still depends on the policy terms, any deductible, and any exclusions that apply. Your records matter, too. Clear photos, receipts, and detailed inventory notes can all support a stronger claim.

The type of coverage you choose depends on the value of what you're moving and how easily you think you can replace it. For a short move with inexpensive items on a tight budget, released value protection might be a good choice even if it has a lower payout.

What To Do If the Claim Is Denied or Ignored

If your claim is ignored or wrongfully denied, you can file a complaint. Interstate movers have 30 days to acknowledge your claim based on federal regulations. These rules don't apply to intrastate moves, but most reputable companies usually follow the rule anyway.

If you haven't heard back within 30 days of filing, consider contacting customer service directly. If you're still ignored, file a formal complaint.

Where do I file a formal complaint?

For interstate moves, you can file a complaint with the FMCSA. Regardless of whether your move crossed state lines, you can also file a complaint with the Better Business Bureau (BBB). Sometimes, the fear of a bad reputation is enough to encourage a company to respond.

Most states regulate intrastate movers through their designated utilities or transportation commissions. In Washington, for example, it's the Utilities and Transportation Commission. In Florida, movers answer to the Department of Agriculture and Consumer Services. You can find the right department by using Google to search "who regulates in-state movers in [state]." Follow the instructions on the state's page to file a formal complaint.

If that fails, you can at least leave an honest review explaining what happened. You might not get a response or recompense for your things, but it warns others to avoid the company.

Can I Sue a Moving Company for Loss or Damages?

Yes, sometimes you can. While it shouldn't be your first go-to option, if the company lost your items, damaged them, or refused to honor its obligations, legal action may be available.

Pursue Legal Action as a Last Resort

Legal action takes time, money, and evidence. If the amount is small, small claims court may be the more practical route. If the move crossed state lines or the loss is significant, the case may be more complicated.

Arbitration may also be available before court, especially for interstate disputes. That can be useful when you want a binding decision without a full lawsuit. Before you go down either path, weigh the value of the claim against filing costs, your paperwork, and the time the case may take.

Pro Tips To Prevent Loss or Damage During a Move

You can't remove every risk from a move, but you can make loss and damage much less likely. A few smart steps before and during moving day can protect your belongings and make any claim easier to support if something does go wrong.

• Choose your movers carefully: Read reviews, compare policies, and confirm the company is properly licensed for the type of move you are booking. If you are still weighing options, our guide on how to choose a good moving company can help you spot red flags early.
• Protect furniture before moving day: Use moving blankets, stretch wrap, mattress bags, and corner guards for items that scratch, dent, or tear easily. That extra layer can make a big difference once heavy items start shifting around.
• Label boxes clearly: Write the room name and a short description of the contents on every box. Clear labels make inventory checks faster and help you catch missing items sooner.
• Check your delivery before you sign: Count boxes, look over furniture, and note any obvious problems right away. Once you sign the paperwork, it can be harder to sort out what happened and when.
• Think carefully about extra coverage: If you are moving expensive furniture, electronics, or anything that would be hard to replace, stronger protection may be worth the added cost.
• Keep high-value items with you: Jewelry, passports, medication, laptops, and family keepsakes are usually better off in your own car or bag than on the truck.

A little prep makes it less likely that something will go wrong. Plus, the more organized you are before the move, the easier it is to prevent problems and deal with them quickly in case they happen.