Moving your home or business is a big undertaking, and even when you choose experienced professionals like Big Bear Movers, occasional damage or loss can occur. While most moves go off without a hitch, there are rare instances where something arrives broken, scratched, or missing entirely. When this happens, it’s important to know how to file a claim efficiently and correctly.
Filing a claim doesn’t have to be a stressful or complicated process—especially when you understand your rights, responsibilities, and the proper steps to take. This guide outlines the process in detail, so if something goes wrong during your move, you can handle it with confidence and clarity.
Why It’s Important to Act Quickly
The most important thing to remember after a move is not to delay. Many customers don’t inspect their items until weeks later or assume the issue will resolve itself. However, most moving companies have strict time limits on when you can file a claim. For example, federal regulations for interstate moves require claims to be filed within nine months from the date of delivery.
If you wait too long or lack the necessary documentation, your claim could be denied. Acting quickly ensures your mover can verify the issue while records are still fresh and that your rights under your selected protection plan remain intact.
At Big Bear Movers, we always encourage customers to inspect their belongings as soon as they arrive and to notify us promptly of any issues.
Step 1: Inspect Your Belongings Thoroughly
Before filing a claim, do a full walkthrough of your new home or office and inspect your items as they’re being unloaded. If you notice any damage, make a note of it right away. It’s best to check everything while the movers are still present, as this allows issues to be documented on the spot and potentially resolved without a formal claim.
For missing items, double-check all rooms, closets, and the moving truck if accessible. Sometimes boxes are mislabeled or left in unexpected places.
If you used your own packing materials, inspect whether breakage could be due to packing flaws. If your movers packed your items professionally, this increases the likelihood of successful coverage under Full-Value Protection or similar plans.
At Big Bear Movers, our team works with customers during unloading to flag any visible issues and help complete a condition report when needed.
Step 2: Gather Documentation and Evidence
The strength of your claim depends on the clarity and detail of your documentation. Collect any photographs or videos you took before the move that show the condition of the item in question. Take new images that clearly show the damage or the absence of the item if it’s missing.
Refer to your inventory list, box labels, or receipts to verify the item’s value and that it was part of the move. If the item was packed by the movers, note that too, as it may strengthen your claim under certain coverage policies.
Digital records like emails, moving agreements, or valuation declarations can also help establish your case. Keep a record of any communication with your moving company related to the issue.
Clients of Big Bear Movers often benefit from the photo documentation tips we provide before the move, which help simplify this step should a claim be necessary.
Step 3: Contact Your Moving Company Promptly
Once you have gathered your evidence, reach out to your moving company. Most professional movers will have a claims department or point of contact specifically for damage or loss concerns. It’s a good idea to send your initial report in writing—either via email or a formal letter—so that there’s a record of when and how the claim was submitted.
Be clear, polite, and factual. Provide a short summary of the issue, the date of your move, the nature of the damage or loss, and mention that you have supporting documentation ready. Many movers will respond by sending you a formal claim form or directing you to an online portal.
Big Bear Movers takes claims seriously and responds quickly to inquiries. Our goal is to support our clients throughout the process and resolve issues fairly and efficiently.
Step 4: Complete the Claim Form Accurately
Once you’ve received the formal claim form, fill it out with as much detail as possible. Include item descriptions, estimated value, damage descriptions, and any requested documentation. Incomplete or vague claims may take longer to process or result in denials.
If you’re requesting a specific resolution—such as a cash reimbursement, repair, or replacement—state that clearly. Depending on the coverage option you selected (Basic or Full-Value Protection), your mover may have different options available for resolution.
Make sure to submit the form within the required timeframe. Even a day late could cause your claim to be rejected, regardless of its merit. Always retain a copy of the form for your records, along with any follow-up correspondence.
At Big Bear Movers, we guide clients through this step to ensure all information is properly presented for a smooth processing timeline.
Step 5: Wait for Claim Evaluation and Response
After your claim is submitted, the mover has up to 30 days to acknowledge it, and up to 120 days to resolve it, according to federal law. During this period, the company may reach out for further clarification or request additional documentation.
If your claim is approved, you’ll receive an offer of compensation based on the type of valuation coverage you selected prior to the move. Under Basic Protection, compensation is limited based on weight, not value. Under Full-Value Protection, your mover may offer to repair the item, replace it, or issue a cash settlement.
If the item is deemed irreplaceable or if you have a unique situation, you may be asked to get quotes for repairs or appraisals. Keep all receipts and correspondence in case further clarification is needed.
We prioritize efficiency in claims processing at Big Bear Movers, understanding that unresolved damage adds stress to an already taxing process.
Step 6: Accept or Dispute the Resolution
If the offer you receive is fair and in line with your coverage, you can accept the settlement and finalize the process. You may be required to sign a release confirming that you’ve been compensated and that the matter is closed.
However, if you believe the resolution is unfair—such as being offered less than the declared value or having your claim denied without adequate explanation—you have the right to dispute the outcome.
Start by responding directly to your mover and requesting clarification. If a resolution can’t be reached, you may escalate the issue to a third-party arbitrator, the Federal Motor Carrier Safety Administration (FMCSA), or your state’s consumer protection agency. If you purchased third-party moving insurance, contact the insurer for instructions on appeal or further steps.
We at Big Bear Movers always strive to ensure resolutions are fair and aligned with the valuation plan our customers selected. We take the time to explain outcomes and correct discrepancies wherever possible.
What to Do if You Have Third-Party Insurance
If you purchased moving insurance through a third-party provider instead of relying solely on the mover’s valuation coverage, the claims process will vary. Start by checking your policy details, including what’s covered, exclusions, deductibles, and required documentation.
Your insurance company will likely require similar evidence—photos, inventories, and receipts—as well as a claim form. It’s important to note whether the insurer requires you to file with your mover first before approaching them.
Some policies offer coverage for items packed by the owner, mechanical failure, or damage from natural disasters—events typically excluded under mover-provided coverage.
If you’re working with Big Bear Movers and have third-party insurance, we’re happy to coordinate with your provider and supply the documentation they request.
Avoiding Future Claims Through Preparation
While knowing how to file a claim is essential, the best approach is to minimize the need for one in the first place. That starts with choosing a reliable moving company, documenting your belongings thoroughly, and understanding your coverage options before your move begins.
Taking photos of valuable items, labeling boxes clearly, and selecting the right valuation plan can reduce the likelihood of loss and make it easier to resolve issues if they do arise. Working with professionals like Big Bear Movers also adds an extra layer of care and accountability to your relocation process.
We provide our clients with tips on how to prepare, organize, and document everything ahead of the move so that if a claim becomes necessary, the process is streamlined and stress-free.
Final Thoughts: Be Proactive, Not Reactive
Filing a claim after a move doesn’t need to feel overwhelming. The key is preparation, timely action, and clear communication with your moving company. By understanding the steps involved—from initial inspection to final resolution—you protect your belongings, your investment, and your peace of mind.
Whether you’re dealing with a small scratch on a table or a missing box of electronics, knowing how to navigate the claims process can save you time, frustration, and money.
At Big Bear Movers, we believe that protecting your belongings doesn’t stop at loading the truck. If something doesn’t go as planned, we’re here to help you file your claim and get the resolution you deserve.