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Damaged or Missing Items After a Move: How a Moving Claim Works

Updated October 11, 2026

Good padding and careful loading prevent most damage, but on any move a table can get scratched or a box can go missing. On a move between states, federal rules say how a claim works and how fast the mover must answer. Knowing the steps keeps a small problem small.

At delivery: write it down before you sign

  • Check the items coming off the truck against your inventory.
  • If something is missing or damaged, write it on the inventory and ask the crew to note it on the mover’s copy before you sign.
  • Take clear photos of the damage, and of the box it came in.
  • Keep the damaged item and its packing if you can; the mover may ask to see them.
  • Do not sign a delivery receipt that releases the mover from liability. Strike that wording out first.

File a written claim: 9 months

The federal booklet “Your Rights and Responsibilities When You Move” gives you 9 months from the date of delivery to file a claim. If the whole shipment is lost, the 9 months run from the date it should have been delivered. The claim must be in writing, sent to the mover or to the mover’s outside insurer. Federal law does not let a mover give you less than 9 months (49 U.S.C. 14706).

A note on the delivery receipt is not a claim by itself. Under the claim rules, a written claim must identify the shipment, say the mover is responsible for the loss or damage, and ask for a specific amount of money, or an amount that can be worked out (49 CFR 370.3). A simple letter or e-mail can do it. Include:

  • Your name, both addresses, the delivery date and the bill of lading or shipment number.
  • Each item, what happened to it, and the inventory number if it has one.
  • The amount you ask for each item, and how you got it: a repair estimate, a receipt or a replacement price.
  • Your photos.

Send it in a way you can prove later, and keep a copy of everything you send.

What the mover must do, and when

  • Within 30 days: confirm in writing that it received your claim (unless it has already paid or declined it), and tell you if it needs more papers.
  • Within 120 days: pay, decline, or make a firm settlement offer in writing.
  • If it needs longer: at 120 days, and every 60 days after that, write to you with the status of the claim and the reason for the delay.

Your liability choice decides how the claim is paid

Under Full Value Protection, the federal booklet says the mover handles a claim by repairing or replacing the item to restore its original like, kind and quality. Released Value, which you can only choose by waiving Full Value Protection in writing, pays a small fixed amount per pound for each item. That is why the choice on your estimate and bill of lading matters. Our guide on reading a written moving estimate shows where to find it.

Things that can reduce what you get back

The federal booklet lists a few situations that can limit a mover’s liability:

  • Boxes you packed yourself that were not packed well enough to protect what is inside.
  • Perishable, dangerous or hazardous items packed without telling the mover.
  • Choosing Released Value, then shipping items worth more than it covers.
  • Declaring a value lower than what your things are really worth.
  • Not telling the mover in writing about items of very high value for their weight, such as jewelry or art.

Packing your own kitchen? Our kitchen packing tips show how our crew packs dishes and glasses so they arrive in one piece.

If you cannot agree: arbitration

Interstate movers must have an arbitration program for loss and damage disputes, and must tell you about it before the bill of lading is signed. If you ask for arbitration on a smaller claim, the mover must take part and the decision is binding. On a larger claim, it is binding only if both sides agree. The arbitrator must decide within 60 days of getting written notice of the dispute (49 CFR 375.211).

Moves that stay inside one state

The rules above are the federal rules for moves between states. A move that stays inside New York State is licensed by the New York State Department of Transportation (NYSDOT), and a move that stays inside New Jersey by the New Jersey Division of Consumer Affairs (Public Movers and Warehousemen). Their rules are not the same, so ask your mover which rules cover your move and get the answer in writing with your estimate.

Common questions

How long do I have to file a moving damage claim?

For interstate moves, the federal booklet gives you 9 months from the date of delivery, and federal law does not allow a mover to set a shorter period. File it in writing.

Is a note on the delivery receipt enough?

No. A note on the delivery receipt alone is not a claim. A written claim must identify the shipment, say the mover is responsible and ask for a specific amount.

How fast must the mover answer my claim?

It must confirm the claim in writing within 30 days and pay, decline or make a firm offer within 120 days, or explain the delay in writing every 60 days.

What if the mover and I cannot agree?

Interstate movers must offer an arbitration program for loss and damage disputes. On smaller claims it is binding if you ask for it.

How do I get a free written estimate from you?

Call (929) 339-6014 or use the quote form on our home page.

Free written estimate: call (929) 339-6014 or use the quote form on our home page. Family business since 1999 · U.S. DOT No. 967970 (MC-432549) · NYSDOT 34875 · NJPM 000930 · Company facts

We checked the official links on this page on October 11, 2026. Rules change, so confirm on the linked page before you rely on them.

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