What to Do If Something Breaks: How Moving Company Damage Claims Work

Even with careful planning and experienced crews, accidents can happen during a move. A box may shift during transport or a piece of furniture might arrive with unexpected damage. When that happens, knowing what to do next can make the process far less stressful.

United Van Lines has helped families move for almost a century, and we understand how important your belongings are. As America’s #1 Mover®, we work hard to protect every shipment from pickup to delivery. But if something does happen, it’s important to understand how moving company damage claims work and what protections are available.

This guide explains the difference between valuation and insurance, outlines the steps to take if you discover damage and walks you through the process for filing a formal claim. With the right information, you can respond quickly and protect your belongings with confidence.

Understanding Your Protection: Valuation Coverage Versus Insurance

Before your move begins, your company will ask you to select a valuation option. Valuation is the level of liability the mover assumes for your shipment. It is important to understand that it is not the same as traditional insurance.

Two primary valuation options are available.

Minimum Liability Valuation is the basic coverage offered at no additional cost. Under this option, the mover’s liability is limited to $.60 (60 cents) per pound. While this option may be suitable for lower-value items, it may not fully cover the replacement value of many household belongings.

Full-Value Protection offers more comprehensive protection. If an item is lost, damaged or destroyed during the move, the mover is responsible for repairing the item, replacing it with a similar item or providing a cash settlement for the current market value.

Customers should also be aware of high-value items, typically defined as belongings valued at more than $100 per pound. These items must be declared in writing before the move so they can be properly documented and protected during transportation.

United’s basic Full-Value Protection plan is included in your move and is designed to compensate you if something happens to your belongings that we are moving for you during the moving process. Subject to important conditions, we can repair items that have been damaged and replace items that are not repairable or have been lost, up to a minimum amount you declare. You have the option to declare a higher value than the basic amount included in our Full-Value Protection option for an additional charge. You can increase your valuation amount at any time, all the way up to when we begin loading your shipment. Taking time to understand your valuation options helps ensure your belongings are protected at the level that makes sense for your move.

Minimum Liability Valuation vs. Full-Value Protection

Before choosing coverage, it helps to understand how the two options compare.

If you notice damage during delivery, it is important to document it right away.

Begin by conducting a careful inspection as items are unloaded. Look for visible damage to furniture, boxes or appliances. If you see anything concerning, note it immediately on the Bill of Lading before signing the delivery paperwork. This step creates an official record the damage was present at delivery.

Photographs can also be helpful. Take clear images of the damaged item and its packaging. If possible, compare these with any photos you took before the move to show the difference in condition.

It is also important not to repair or discard damaged items until the claims process is complete. Doing so may prevent a claims adjuster from evaluating the damage and could affect your claim.

Careful documentation at delivery is one of the most important steps you can take to protect your claim.

Filing Your Formal Damage Claim

If an item is lost or damaged, you must submit a written claim to begin the formal process.

For interstate moves, federal regulations allow customers nine months from the delivery date to file a claim. Filing sooner, however, can help resolve the issue more quickly.

A complete claim typically includes:

• An itemized list of damaged or missing belongings 
• The estimated market value of each item 
• Supporting documentation such as photos, receipts or inventory lists 

United Van Lines customers can submit claims using official claim forms or through the MyUnited Move Portal, which helps ensure all required information is captured. 

If submitting a paper claim, consider sending it by certified mail. This provides confirmation your documentation was received and creates a clear record of the submission date.

The Claims Process: What to Expect Next

Once your claim is submitted, we will review the information provided.

Federal guidelines require movers to acknowledge receipt of the claim within 30 days. After that, the claim must typically be resolved within 120 days, although complex cases may require additional time.

During the review, a claims adjuster may contact you for additional documentation or arrange a third-party inspection to verify the damage.

Depending on the circumstances, the claim may be resolved in several ways:

• The damaged item may be repaired 
• The mover may replace the item with a similar one 
• A cash settlement may be offered based on current market value 

Throughout the process, clear communication helps ensure the claim moves forward efficiently. 

Common Reasons for Claim Denial and How to Avoid Them 

Most claims are resolved without difficulty, but certain situations can complicate the process.

One of the most common reasons for denial is late filing. Missing the nine-month filing window can prevent the claim from being processed. Another factor involves items packed by the owner, often labeled “PBO” on the inventory. Because movers cannot verify how these boxes were packed, liability for internal damage may be limited. Claims may also be denied if damage appears to have existed before the move. For this reason, reviewing the pre-move inventory carefully is important. Finally, high-value items that were not declared in advance may not qualify for full-value reimbursement. Taking time to document these items before the move can help avoid complications later.

Your Rights and Further Recourse

Consumers have specific rights when working with a professional moving company.

The Federal Motor Carrier Safety Administration (FMCSA) publishes the guide “Your Rights and Responsibilities When You Move.” This handbook outlines valuation options, claims procedures and consumer protections.

If a claim cannot be resolved directly with the moving company, customers may request arbitration. Arbitration can provide a faster and cheaper alternative to court for disputes under $10,000. Customers may also file a complaint with the FMCSA or contact their state consumer protection agency if additional assistance is needed.

Understanding your rights helps ensure you can navigate the claims process with confidence.

United Van Lines’ Commitment to Quality and Care

While claims procedures are important, prevention remains the priority. United Van Lines invests in training, specialized equipment and the right packing materials designed to protect customers’ belongings.

Each move is supported by a dedicated move coordinator who helps manage scheduling, communication and logistics from beginning to end. If a concern does arise, that coordinator can also guide customers through the claims process and help ensure the issue is addressed promptly.

Protect Your Belongings with America’s #1 Mover® 

Moving is a major life event, and protecting your belongings matters. United Van Lines combines more than a century of experience with professional crews, dedicated move coordinators and clear valuation options designed to safeguard your shipment. 
 
Whether you are planning a local move or relocating across the country, expert guidance is available throughout your journey. Learn more about your options and build a customized full-service moving plan designed to fit your needs.