How Moving Company Damage Claims Work

When you move long distance, you’re trusting someone else with the things that make your house a home. From furniture and heirlooms to everyday household items, protecting those belongings during transit is an important part of the moving process. While professional movers take extensive precautions, understanding how damage protection and claims work can give you additional peace of mind.

At Mayflower, helping customers move confidently is part of our commitment to being there for customers like you Every Step of the Way®. Mayflower focuses on proper packing, skilled crews and clear communication to minimize the risk of damage. But it’s still important to know what protections are available, and what steps to take if something’s damaged or missing.

This guide explains how moving company liability works (including the difference between valuation and insurance), what types of protection are available and how the claims process works if an issue arises. Understanding these details before your move helps ensure you’re fully prepared and protected.

Protecting Your Belongings: Valuation vs. Insurance

Many people misunderstand the difference between valuation and insurance. While both provide financial protection if items are damaged or lost during a move, they work quite differently.

Valuation is not insurance. Instead, it represents the level of liability the moving company assumes for your belongings while they are in its care. Federal regulations require interstate movers to offer customers at least two levels of valuation coverage.

The most basic option is Minimum Liability Valuation. This coverage is typically included at no additional cost and provides minimal protection. Under Minimum Liability, the mover’s liability is limited to $0.60 per pound per item. For example, if a 10-pound lamp is damaged, the reimbursement would be limited to $6 regardless of the item’s original purchase price or replacement value.

A more comprehensive option is Full Value Protection (FVP). With Full Value Protection, the mover agrees to repair the damaged item, replace it with a similar item or provide a cash settlement based on the item’s current market value. Because it provides broader coverage, Full Value Protection involves an additional cost based on the declared value of the shipment. All initial quotes from Mayflower include this coverage, which can be waived by the customer.

Some customers also choose to purchase third-party moving insurance for additional protection. Unlike valuation coverage, independent moving insurance may cover scenarios outside the mover’s liability, such as certain natural disasters or other “Acts of God.”

Minimum Liability vs. Full Value Protection

When planning your move, you’ll need to choose between two primary levels of mover liability coverage. The table below highlights the key differences between Released Value Protection and Full Value Protection, including cost, coverage limits and how each option handles valuable household items.

Mayflower’s Proactive Approach to a Damage-Free Move

In any move, preventing damage in the first place is always the goal. Mayflower’s approach focuses on careful preparation, skillful handling and trusted moving practices designed to protect your belongings throughout their entire journey.

Mayflower crews follow established packing and handling procedures developed through decades of moving experience. From wrapping furniture with protective materials to securing items inside the truck, every step is designed to reduce the risk of shifting, scratching or breakage during transit.

Quality packing materials also make a significant difference. Specialized cartons, cushioning materials, furniture pads and protective coverings help shield fragile items and electronics from impact. For especially delicate belongings, specialty packing services provide an additional level of protection.

Before loading begins, Mayflower will complete a detailed inventory documenting each item in the shipment and its condition. This record helps ensure accurate tracking and accountability during transport. Mayflower also offers customized moving packages tailored to your home, timeline and service needs.

What to Do If Something Breaks: Your Step-by-Step Claims Process

Even with careful planning, issues can occasionally occur during a move. If an item arrives damaged or missing, following the proper steps will help ensure the claims process moves forward smoothly.

1. Inspect your shipment during delivery. 
When your belongings arrive, take time to carefully review the Bill of Lading against the condition of your items before the moving team leaves.

2. Note any visible damage on the Bill of Lading. 
If you notice damaged items or missing cartons, record these issues directly on the Bill of Lading or delivery paperwork before signing it. This documentation helps establish the condition of the shipment upon arrival.

3. Photograph the damage. 
Take clear photos of damaged items and packaging materials. Visual documentation can help support your claim and speed up the review process.

4. Contact your move coordinator. 
Reach out to your Mayflower move coordinator as soon as possible to report the issue and receive guidance on the next steps.

5. Submit a written claim. 
A formal written claim must be submitted to begin the claims process. Include a description of the damage, estimated value and supporting documentation.

6. Inspection and review. 
In some cases, a representative may arrange an inspection of the damaged item before repair or replacement decisions are made.

7. Claims resolution. 
Federal regulations require claims to be acknowledged within 30 days. On average, claims at Mayflower are paid within 12 days, but some claims are settled in as little as 3 days.

How to File Your Formal Damage Claim

If damage or loss occurs during an interstate move, federal regulations provide a clear process for filing a claim. Customers generally have nine months from the date of delivery to submit a written claim to the moving company.

A complete claim typically includes several key pieces of information. First, you’ll need an itemized list of the damaged or missing items. Each item should include a description, the estimated current market value and details about the damage or loss.

Supporting documentation will help strengthen your claim. This may include photos of the damaged item, purchase receipts, product information or copies of the shipment inventory prepared during the move. The more clearly the item and its condition are documented, the easier it is for the claims team to evaluate the situation.

Many customers choose to file claims through Mayflower’s official claim forms or the MyMayflower Move Portal, which helps ensure all required details are captured and routed directly to the claims department for review.

If you prefer to submit a paper claim, sending it by certified mail can create a helpful paper trail confirming when the claim was received. Once submitted, the claim will be reviewed and handled according to the valuation coverage selected for your shipment.

Common Reasons for Claim Denial

While a claim is being resolved, certain issues can complicate or delay the process. Understanding common pitfalls can help customers avoid unnecessary problems when filing a claim.

One of the most common is insufficient documentation. If damage is not clearly recorded or supporting evidence is missing, it may be difficult to confirm when or how the damage occurred. Whenever possible, note visible damage on the delivery paperwork and provide photos to support your claim.

Another factor involves cartons labeled packed by owner (PBO). When customers pack boxes themselves, movers cannot verify how items were packed or protected. If internal damage occurs inside a PBO carton without visible exterior damage, reimbursement may be limited or denied.

High-value items can also present challenges if they are not properly declared. Items of extraordinary value such as expensive jewelry, collectibles and antiques should be listed separately on the shipment inventory.

Timing matters, too. You must submit a written claim within the nine-month filing window for interstate moves. Claims submitted later than this may not be eligible for review.

Events outside your mover’s control, such as natural disasters, may also fall outside standard valuation coverage.

Your Rights and Further Recourse When You Move

When moving across state lines, consumers are protected by federal regulations overseen by the Federal Motor Carrier Safety Administration (FMCSA). One important resource is their handbook, “Your Rights and Responsibilities When You Move,” which explains the responsibilities of both movers and customers during an interstate move.

If a claim can’t be resolved through the standard process, you may have access to arbitration. Arbitration offers a faster and typically less expensive alternative to court proceedings. For many household goods moves, arbitration programs can help settle disputes involving claims under $10,000.

If you still believe your concerns have not been addressed, you can also file a complaint with the FMCSA. For moves that occur within a single state, additional assistance may be available through state consumer protection agencies or transportation regulators.

Understanding these protections can provide additional peace of mind and help ensure that any concerns during your move are addressed fairly and transparently.

Protect Your Belongings with The Nation’s Most Trusted Mover

Planning ahead and choosing the right moving partner can make a major difference in protecting your belongings during a long-distance move. With our robust packing services, experienced moving crews and flexible service packages, Mayflower works to minimize risk and support customers from start to finish.

From detailed inventories to clear valuation options and responsive claims support, Mayflower is committed to providing a transparent and secure moving experience. It’s all part of delivering service Every Step of the Way®.

If you’re planning a move, start by getting a personalized estimate and exploring the full range of moving services designed to protect your home and everything in it.