Your Guide to the Moving Claims Process

Filing a moving claim is not something most people look forward to. If a box arrives damaged or an item is missing, it can feel like one more thing to deal with during an already busy time. Here’s the good news: You have more control than you might think. With a basic understanding of how the claims process works, you can take simple, proactive steps that make it easier to address issues and keep your move on track.

While federal laws around claims have been in place for decades, today’s customers benefit from clearer guidelines and more accessible information than ever before. National Van Lines has been helping people move for nearly 100 years. In that time, we have guided countless customers through the claims process and understand what works, what slows things down, and how to avoid common mistakes. While we follow the same federally regulated process as the rest of the industry, our experience gives us unique insight into how to make it as smooth as possible.

In this article, you will learn exactly how the moving claims process works, what decisions to make before moving day, and the simple actions that can make the process faster and smoother if you ever need it.

What “Valuation” Means in the Moving Industry

Before your movers load the truck, you will be asked to choose how your belongings will be covered if they are lost or damaged during transit. This coverage is called valuation, and it is the legal level of responsibility your mover accepts for your shipment. It is required by federal law for all interstate movers and is a critical decision that directly affects the outcome of a claim.

The key thing to remember is that valuation is not the same as insurance. Valuation is part of your moving contract and outlines how much your mover will reimburse you in the event of a claim. Your choice will impact both the protection you receive and how much you might recover if something happens.

There are two main types offered industry-wide:

• Released Value Protection: The free option required by federal regulations. Compensation is set at $0.60 per pound, per item, regardless of the item’s market value. For example, a 20-pound television would be covered for $12. This option offers minimal protection and is best only for low-value shipments.
• Full Value Protection: A paid option that provides more comprehensive coverage. The mover agrees to repair the damaged item, replace it with a similar item, or offer a cash settlement for the current market value. Coverage amounts are typically based on the total shipment weight, and minimum coverage levels are set by federal standards.

Choosing the right valuation option is one of the most important decisions you can make before your move. Understanding how each level works will give you clearer expectations if you ever need to file a claim, and it sets the foundation for the entire resolution process.

How Long Do I Have to File a Claim? 

For most interstate moves, you have up to nine months from the date of delivery to file a claim for lost or damaged items. This time frame is a federally regulated deadline under the Federal Motor Carrier Safety Administration (FMCSA).

It is important to review your moving paperwork as soon as possible, so you can know if you need to make any changes in advance of your move. Here is what to look for when you check:

• Filing deadline: Listed in the fine print of your Bill of Lading or moving contract.
  
• Valuation option selected: Determines how much compensation you may receive.
  
• Claim submission instructions: The specific form, email, or portal your mover requires.
  
• Contact information for the claims department or adjuster.
  

Some intrastate moves or specialized shipments may have different time limits set by state regulations or company policy. Missing the filing deadline almost always means you forfeit the right to compensation, even if the damage or loss is clear.

Filing sooner rather than later has its benefits. If you submit a claim within days of delivery, details are fresher for everyone involved, documentation is easier to gather, and the claims process can start without delay.

What Do Movers Not Cover In a Claim? 

Even with valuation in place, there are certain items that may have limited or no coverage. Some items, like hazardous materials, cannot be transported at all under federal regulations. Others can be moved but often have restrictions or are discouraged due to the likelihood of damage in transit.

Two common examples include:

• Perishable goods such as items that can spoil, melt, or attract pests during transport.
  
• Live plants due to state regulations, pest concerns, and the difficulty of keeping them alive over long distances.

Many moving companies also provide a “do not ship” list. Items on that list may still technically be covered under valuation if shipped, but the company may strongly recommend against including them. These recommendations often come from experience with damage risks or difficulty in safely transporting certain possessions.

Many moving companies also provide a “do not ship” list. Items on that list may still technically be covered under valuation if shipped, but the company may strongly recommend against including them. These recommendations often come from experience with damage risks or difficulty in safely transporting certain possessions.

The safest approach is to review your mover’s exclusions before you pack. If you have questions about whether something will be covered, ask your moving company to clarify in writing before moving day.

Step-by-Step: The Standard Claims Process

While every moving company has its own system, most follow a similar set of steps when handling a claim. Knowing these in advance can help you stay organized and avoid delays.

1. Inspect and Document at Delivery
   
   • Check each item against your inventory list as it comes off the truck.
     
   • Note any visible damage or missing items directly on the Bill of Lading or delivery paperwork.
     
   • Take clear photos of damaged items from multiple angles.
2. File Promptly with Details
   
   • Complete the mover’s required claim form or online submission.
     
   • Include photos, item descriptions, and receipts or other proof of value when possible.
3. Hold Damaged Items
   
   • Do not throw away or repair damaged items until you receive guidance from the claims department.
     
   • Movers may request an in-person inspection for certain types of claims.
4. Inspection (If Required)
   
   • An inspector may visit to photograph and evaluate the damage.
     
   • This step is more common for high-value items or complex claims.
5. Resolution
   
   • Depending on your valuation option, the mover will either repair the item, replace it with a similar item, or offer a cash settlement.
     
   • Many straightforward claims resolve in less than a month, but more complex ones can take longer.
     

Your Delivery Day Game Plan

What you do on delivery day can make a big difference if you ever need to file a claim. These simple steps help create a clear record and protect your ability to recover damages.

• Have your inventory list ready and check off each item as it is brought in.
  
• Note any issues immediately by writing down damages or missing items on the Bill of Lading or delivery paperwork before signing.
  
• Walk the home with the driver to look for scratches, dents, or other property damage and document it in writing.
  
• Take photos right away to capture both close-up shots of damage and wider shots for context.
  
• Save every piece of paperwork including the Bill of Lading (BOL), inventory sheets, and any notes from the moving crew.
  

Being thorough on delivery day makes the claims process faster and more straightforward if you ever need it.

Making the Claims Process Work for You

Years ago, the process of filing a moving claim could feel slow and difficult to navigate, leaving many customers unsure of where to start. While the core laws have long been in place, greater industry transparency and more accessible digital resources have made it easier to understand your rights and responsibilities.

Today, you can go into a move knowing exactly what valuation you have chosen, how long you have to act, and what documentation will help your case. This preparation puts you in a stronger position to resolve issues quickly if they arise. Choosing a mover that is upfront about their claims process can take much of the uncertainty out of a stressful situation and put you back in control of your move.

At National Van Lines, we have spent nearly a century helping customers protect their belongings and guiding them through claims with clarity and care. Even when the unexpected happens, a long distance moving company like us will have the guidance of a mover that knows the process inside and out, so you can keep moving forward with confidence.

You’ve just learned about how the claims process works at major moving companies— meaning you’re also probably curious about how pricing and quotes work, too. Head over to our dedicated blog to learn about how the quoting process works for long distance moving companies.