Moving can be rough on your belongings, and sometimes, things break or get lost, especially fragile items like glassware, delicate furniture, mirrors, and electronics. Other times, boxes get lost in transport, or if you're particularly unlucky, valuables get stolen.
That doesn't mean you shouldn't trust moving companies. Most follow federal standards, and when they sign the contract to transport your goods safely, they honor it. Despite their best efforts, though, accidents can happen. But, even if things go wrong sometimes, you don't have to bear the cost of damaged, lost, or stolen goods.
That’s why we've gathered everything you need to know about lost or damaged items during a move. Whether you're wondering what happens if movers break something or what kind of lawyer you need to sue a moving company, we've got the answers.
Sindi Webster is the Senior Sales Manager for Moving at Porch Moving Group, where she leads the team that helps customers find the right help for their move. Her focus is the quote-to-booking stretch — making sure customers get accurate pricing up front and get matched with the providers best suited to the job.
Sindi has spent seven years in the moving industry and has supported more than 200,000 moves, with deep experience coordinating local labor — loading, unloading, and transportation services nationwide. She brings that perspective to HireAHelper content, helping make sure what readers find here reflects how quoting and booking actually work.
You shouldn't have to pay for items that were lost or damaged during your move. By making preparations like taking a detailed inventory, insuring your items, and fully understanding your contract, you can protect yourself. If you need to file a claim or complaint, you'll have the documentation you need to back it up.
The best way to keep your belongings safe is to keep track of everything you're packing and moving. This may seem like a daunting task, but it protects you in the long run. Most moving companies also require it for the bill of lading — a legal document that confirms your shipper took possession of your items and that a contract exists between you and the company.
You can do this by hand, recording items line by line in a notebook, or using a home inventory app or spreadsheet. It's recommended to take photos and record video of working electronics as you go to prove damage if something breaks in transit.
Go room to room, recording all items and creating descriptions for each, including their current condition and serial numbers (if relevant). Also, record the approximate value of the item and proof of purchase if you have it. If you don't, look up the approximate value online.
If you have especially valuable items, such as jewelry, artwork, or collectibles, consider moving them yourself. If the items need to be transported with movers, have them appraised in advance.
You can decline extra moving insurance regardless of whether you're moving any high-value items. However, if anything gets damaged, it'll only be reimbursed at the standard released value coverage, which is rarely enough to cover the cost.
“In most cases, movers respond to claims within 30 to 60 days. Typically, they have 30 days to acknowledge they've received the claim, then an additional 120 days to investigate…”
When you hire a moving company through HireAHelper, you receive a $1,000 service guarantee. If that's still not enough to cover the value of your big-ticket items (and it probably isn't if you're moving a whole home), consider getting full-value moving insurance coverage.
Even if you pay for moving insurance, take time to read all the terms and conditions. There are often exceptions to the coverage. Jewelry, artwork, and other expensive items valued at over $100 per pound may be excluded, even under full-value coverage, and may not be allowed on the moving truck.
Ensure you understand the coverage thoroughly and don't hesitate to ask questions. Your moving company should clearly explain the terms.
Yes, moving companies are liable for damage and loss. You paid them to transport your items from point A to point B safely, and if they fail to do so, they owe you.
Moving services come with limited liability protection by default when you book with reputable companies. However, that liability is likely lower than you'd think — only about $0.60 per pound of damaged goods.
Most moving companies offer full-value liability insurance as an add-on. If you pay the extra cost, they will pay out enough to repair, replace, or reimburse you for any lost or broken items. The catch is that the cost for coverage is usually 1 to 2% of the total value of your shipment.
If you've unpacked and noticed a few things missing, don't panic or jump to conclusions that your moving company lost the items just yet. Filing your claim should be the last step once you've confirmed that the item is truly missing and not just misplaced.
Before reporting the missing item, confirm it hasn't simply been misplaced during the move. It's not unusual for items to wind up in the incorrect place when unpacking. Check closets, drawers, garages, unpacked boxes, and anywhere else it could have been placed.
If you can't find the missing items, head back to your previous residence if possible.If you can't, check in with the previous landlord, property manager, or new homeowner to see if it was accidentally left behind.
If you still can't account for missing items after running inventory at home, it's time to let the moving company know. Check over your entire inventory list to ensure you know exactly what's missing. Then, record any identifying information, such as the label on the box it was packed in or a photograph. Provide this information to the moving company.
Ask if anything was left in storage or on the truck. This confirms whether everything was unloaded. The company can also attempt to track the lost items to see if they know where they were last accounted for in their system.
If you still turn up empty-handed, you'll need to file a formal claim. If you moved across state boundaries, you have up to 9 months from the delivery date to file a written claim for lost or broken items. This timeline is mandated by the Federal Motor Carrier Safety Administration (FMCSA) for legal purposes.
If you moved within the same state, that timeframe may be much shorter. In most cases, it's outlined by your moving company. They typically include specific time limits for filing claims for lost or damaged items in their contracts.
In your claim, include your inventory list, photos, receipts, and other information you documented before the move. This should prove that you packed the item and entrusted it to the moving company. Try to provide as much identifying information as possible at this stage.
Losing an item isn’t the only thing that can go wrong during a move — your items could break, too. And if your moving company damaged your property, you usually have some sort of recourse.
This is where taking photos or videos before you pack comes in handy. Start by documenting the damage with plenty of photos as soon as you notice it. Ideally, this should align closely with when you received your shipment, but if it's been a few weeks, don't worry — any documentation is better than none.
Take clear, dated photos from multiple angles. If the item no longer works as it used to, take video evidence. Combined with the videos and photos you took before the move, this helps show exactly what type of damage occurred and how much it may cost to repair or replace the item.
Just like with missing items, you have 90 days to file a claim for damaged goods that crossed state lines. If you moved within the same state, the exact amount of time you have depends on what's written in your contract or insurance policy.
Let your moving company know you need to open a claim for damaged items. Some companies let you do this online, while others may require you to do it over the phone. When you initiate the claim, make sure you have everything you need to prove the damage came from the move. Submit before and after photos or videos of the damaged item. If possible, also include the appraisal or receipt from when you purchased the item, as well as the estimated cost for repairs or replacement.
When you move, you hope you’ll never have to file a claim. But it helps to know exactly what the steps are, and how much time you have to take them, before you’re faced with broken or missing goods.
Before you file a claim, familiarize yourself with the process. Generally, moving companies follow similar processes. The steps commonly include:
Unfortunately, there's 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.
“[Legal action] isn't free. Expect to pay filing fees, administrative fees, hourly or daily arbitrator fees, and potentially additional fees for the hearing itself.”
However, if you hire a local moving company through an online mover marketplace like HireAHelper, you will be 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. They are available seven days a week.
In most cases, movers respond to claims within 30 to 60 days. Typically, they have 30 days to acknowledge they've received the claim, then an additional 120 days to investigate and settle or deny the claim.
If you don't hear back, you'll need to file a formal complaint or seek legal action.
Your claim will either be resolved or denied. If it's resolved, you receive a settlement depending on the degree of coverage you have. If that's limited liability, you'll receive $0.60 per pound of damaged or lost goods. Full value protection coverage usually provides a repair, replacement, or the cash value of the items.
Once you file a claim with your moving insurance, the company must acknowledge it and investigate the situation. If they determine that the lost or damaged items qualify for coverage, you receive compensation.
Keep in mind that 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 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 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.
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.
“Moving services come with limited liability protection by default… [h]owever, that liability is likely lower than you'd think — only about $0.60 per pound of damaged goods.”
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 bad reviews for the company. You might not get a response or recompense for your things, but it warns others to avoid the company.
Legal action against your moving company should be seen as a last resort. It comes with extra fees, can lengthen the timeline before you see an end, and there's no guarantee you'll come out ahead.
In many cases, seeking arbitration instead of going straight to court can help. Legally, the FMCSA requires interstate movers to offer arbitration to handle disputes with customers whose claims are $10,000 or less. To initiate arbitration, request a hearing with your moving company.
The American Trucking Association (ATA) sponsors a dispute settlement program that often oversees arbitration. This allows an independent third party to weigh in on who's at fault. If you choose to request arbitration through the ATA, you must do so within 90 days of your mover's final settlement offer or denial of your claim. After filing, you'll have to provide evidence and attend the arbitration hearing.
This process isn't free. Expect to pay filing fees, administrative fees, hourly or daily arbitrator fees, and potentially additional fees for the hearing itself. Any fees are split between you and the moving company. The final decision is considered legally binding and enforceable in court.
Yes, in some cases, you can sue a moving company for damages. If your items arrive damaged or never arrive, the moving company has broken its contract with you. If they don't make it right on their own, you can seek legal recourse.
If you're only out a few hundred dollars and your move didn't cross state lines, small claims court will likely handle the case. However, crossing state lines means you can sue in federal court or in the moving company's home state.
If you plan to sue a moving company, you likely want advice from a contract or civil litigation attorney. They are familiar with the applicable laws and know how to navigate your contract.
You can't always prevent theft and damage, but you can take steps to protect yourself, making the claims process smoother. After helping countless movers, we've compiled our best advice and pro tips to help you avoid issues.
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