Moving is one of life’s biggest stressors. No matter how experienced the moving company, how well-packed the boxes, or how carefully the truck is loaded, the possibility of something going wrong always lingers in the back of a customer’s mind. That’s why how a moving company handles claims isn’t just a back-end process—it’s a measure of its integrity. At Big Bear Movers, claims are not just paperwork. They are treated with urgency, empathy, and a deep sense of responsibility. Our approach is what we like to call “The Unbearably Caring Way.”
Why Claims Matter to Customers—and to Us
When people hire a moving company, they’re not just moving boxes—they’re relocating memories, valuables, and pieces of their life. If anything is damaged or lost, it isn’t just an inconvenience; it can be deeply emotional and financially disruptive. That’s why we at Big Bear Movers take claims personally. We understand that our job doesn’t end when the last box is delivered. It ends when our clients feel whole again.
The First Step: Prevention
The best way to handle a claim is to never let it happen in the first place. That’s why our moving philosophy starts with prevention. Our team undergoes rigorous training to handle furniture, appliances, and personal belongings with expert care. From using the proper padding and strapping techniques to ensuring weatherproof wrapping for sensitive items, we leave no room for careless handling.
Quality Packing Makes a Difference
A significant number of claims in the moving industry stem from poor packing. At Big Bear Movers, we offer professional packing services that greatly reduce the risk of breakage or loss. When our team packs your items, we assume full responsibility for their safety. We don’t cut corners, and we certainly don’t outsource care.
Vehicle Safety Protocols
Our trucks are maintained like medical equipment—regularly inspected, cleaned, and outfitted with interior safety features that prevent sliding, impact damage, or load shift during transport. This level of commitment dramatically lowers the likelihood of claims related to transportation damage.
When the Unexpected Happens: Initiating a Claim
Despite our best efforts, accidents can occasionally happen. When they do, we make the claims process smooth, respectful, and fast. You won’t get brushed off or shuffled between departments. Instead, you’ll get our full attention and care.
No Complicated Red Tape
We’ve removed the usual bureaucratic hurdles found in traditional moving companies. Our claims process is clearly outlined from the start and communicated to every customer before the move begins. If you experience damage, all it takes is a call or email to get the process rolling.
Documentation Support
We guide you step-by-step through documenting your claim. That includes instructions on taking photos, filing receipts, and creating a clear description of the damage or loss. The goal is to reduce confusion and speed up resolution. If you opted for our professional packing services, our liability is even more direct and clear-cut, further streamlining your claim.
Communication Is at the Heart of Our Process
One of the biggest complaints people have about moving claims is the silence—they file a report and never hear back. That doesn’t happen at Big Bear Movers. Our dedicated customer care team responds quickly and follows up regularly. You’ll always know where your claim stands, what’s being done about it, and when you can expect a resolution.
Dedicated Claims Manager
When you file a claim, you’re assigned a real person—your own claims manager. They will handle everything from verification to reimbursement and will be available to answer your questions along the way. You are never left in the dark, because your peace of mind is our priority.
Speed and Fairness in Resolutions
We aim to resolve every claim quickly and fairly. Once all documentation is received and verified, we provide compensation based on the level of moving coverage selected prior to your move. Whether that’s Released Value Protection or Full Value Protection, we honor our commitments with transparency.
Custom Solutions When Needed
We understand that no two moves are alike. If the standard solution doesn’t quite address your situation, we work with you to find one that does. That might include sourcing a replacement item, funding a repair, or arranging a service credit for future moves. We don’t rely on fine print—we rely on compassion.
We Learn from Every Claim
Every claim filed with Big Bear Movers becomes part of our internal learning system. We investigate not just the incident, but the root cause. Was there a gap in packing procedure? Did a certain truck need new straps? Were there communication lapses? We make immediate improvements, retrain if necessary, and ensure the same mistake never happens twice.
Ongoing Team Feedback and Training
Our teams regularly review real claim cases to reinforce what went wrong and how to prevent it. It’s not about blaming—it’s about building a company where every mover, driver, and manager is accountable. That’s how we grow and continue to lead the moving industry with integrity.
Claim Case Examples That Define Our Ethos
Here are a few real-life examples (names anonymized for privacy) that showcase how “The Unbearably Caring Way” makes a difference.
Case 1: Broken Glass Cabinet During Long-Distance Move
A client moving from Southern California to Oregon discovered that a cherished glass cabinet was cracked despite being professionally packed. We immediately sent a repair specialist to their home to assess the damage. The item was restored to its original condition at no cost, and the client was compensated for the inconvenience. The entire process took under 7 days.
Case 2: Missing Kitchen Box Found and Delivered
One client filed a claim for a missing kitchen essentials box. Within hours of notification, our team checked GPS data and driver logs. The box was discovered in a truck bound for another delivery location. Instead of asking the client to wait, we rerouted a driver and had the box delivered the next day—with a complimentary gift card to make up for the inconvenience.
How We Go Beyond Industry Standards
Many companies handle claims with reluctance or suspicion. At Big Bear Movers, we do the opposite. We treat every claim as an opportunity to prove our commitment. We know it’s not just about refunding or replacing—it’s about trust. And we never take that trust for granted.
Higher Internal Standards Than Federal Guidelines
While federal guidelines dictate how claims should be handled, our own internal code of conduct goes beyond those benchmarks. This includes faster response times, higher levels of accountability, and employee incentives for zero-claim moves.
A Company Culture Rooted in Empathy
Our claims process reflects our values. From the moment we arrive to pack your belongings to the final signature on a claim resolution, every interaction is guided by empathy. We believe that caring isn’t something you tack onto your business as an afterthought—it’s baked into everything we do.
Customer Loyalty Through Genuine Service
Customers return to Big Bear Movers not just because we’re efficient, but because we’re human. They remember how we made them feel during a stressful time. And that matters more than flawless logistics.
Final Words: Why Claims Can Be a Test of Character
A moving company shows its true character when something goes wrong. That’s why how we handle claims is such a defining part of our identity. We don’t hide behind policies. We don’t blame the customer. And we never dodge responsibility. Instead, we face the issue head-on, resolve it quickly, and turn it into a moment of care.
At Big Bear Movers, moving claims aren’t just operational—they’re personal. We handle them with the same care and urgency we’d want for our own families. That’s what makes us “unbearably caring,” and we wouldn’t have it any other way.