If you're hiring a mover, start with the paperwork that determines what happens if something is lost or damaged. A low quote and a careful crew matter, but they won't tell you how a claim will be valued.

For a U.S. interstate household-goods move, read the valuation statement in the bill of lading, document your belongings, and keep a written record of every problem. The basic released-value level can be far below an item's actual price.

The guidance below is aimed primarily at interstate moves. A move entirely within one state may follow different state rules and contract terms, so don't assume the same coverage or complaint process applies.

Identify the coverage before you book

The Surface Transportation Board's guidance on lost or damaged household goods says a mover's bill of lading must include a valuation statement. That statement helps show the limit of the mover's responsibility if your property is lost or damaged.

Option or document What it means What to confirm
Released-value protection The STB's examples use $0.60 per pound per article. A 20-pound flat-screen television would calculate to $12, while a 10-pound marble statue would calculate to $6. Confirm that this is the option on your paperwork and understand that it may be much lower than the item's purchase or replacement price.
Higher valuation option Movers often call a higher option Full Value Protection. Depending on the written terms, the mover may repair, replace, or pay a settlement for a covered item. Ask about the price, deductible, exclusions, declared value, and whether repair or replacement is required before cash is offered.
Extraordinary-value declaration The STB describes a form titled “Declaration of Article(s) of Extraordinary (Unusual) Value” for items exceeding $100 per pound in value. List qualifying items before the move and keep a copy of the completed form. Ask how an item is treated if it isn't listed.
Separate insurance policy A separate policy, if offered, has its own coverage terms and claims process. It doesn't automatically change the valuation statement in the moving contract. Read exclusions, deductibles, filing deadlines, and the company responsible for handling the claim.

The $0.60 calculation is based on the weight of the individual article, not a percentage of its value. A light, expensive item can therefore be especially exposed under released-value protection.

Don't choose a higher option just because its name sounds broad. Get the actual terms in writing. “Full value” may still involve a deductible, exclusions, declared-value requirements, or limits on certain goods.

Questions to ask a moving company in writing

Before committing, request a complete written packet rather than relying on a sales call. Your questions should cover:

Save the answers with your estimate. If a representative promises special treatment for a television, antique, artwork, or other valuable item, ask for that promise to appear in the contract or valuation paperwork.

Create an evidence file before pickup

A claim is easier to evaluate when you can show what the mover received and what condition it was in.

Make a room-by-room inventory

Record each valuable or fragile item with a clear description. For electronics, include the make, model, and serial number. For furniture, note distinctive features and existing scratches. If an item may exceed $100 per pound in value, flag it for the extraordinary-value discussion.

Keep receipts, appraisals, and purchase records for high-value property when you have them. These documents may not guarantee reimbursement, but they help establish what the item was and what it was worth.

Photograph condition and contents

Take well-lit photos before packing and before loading. Photograph:

Keep the original files and back them up. A dated photo set is more useful than a general statement that an item was “fine before the move.”

Keep every signed document

Retain the estimate, bill of lading, inventory, valuation statement, extraordinary-value declaration, receipts, emails, text messages, and payment records. Ask for a copy of anything you sign at pickup.

Confirm the valuation choice before the truck is loaded. Don't assume it can be changed later simply because the shipment has not yet arrived.

Protect your record at pickup and delivery

At pickup, review the inventory and condition notes. Correct missing items, inaccurate descriptions, and pre-existing damage before signing. Don't sign a blank, incomplete, or unreadable form.

At delivery, inspect boxes and large items before the crew leaves if circumstances allow. Write specific observations on the delivery receipt or inventory. For example:

A vague note such as “damaged” gives you less useful information. Take photos of the damage, the box or wrapping, and any inventory number shown on the paperwork.

If damage is discovered after unpacking, photograph it promptly and keep the packaging. Don't discard a damaged item or arrange a repair until you've checked the mover's instructions. If the item is unsafe to use, stop using it and document the condition.

A driver may say the office will report the problem. Treat that as an informal comment, not as a completed claim. Submit the claim yourself using the method in the written documents.

File a moving damage claim promptly

Moving companies can set their own claim instructions and deadlines within the rules that apply to the move. Don't copy a deadline from another mover or an online article. Find the deadline in your paperwork and file as soon as you have enough information.

A useful claim file includes:

  1. Your name, move dates, and shipment or claim number
  2. The item description and inventory number
  3. A statement explaining whether the item is damaged, missing, or both
  4. Photos of the item, packaging, and pre-move condition when available
  5. Receipts, appraisals, or repair estimates
  6. A copy of the delivery receipt with your damage notation
  7. The valuation option and any high-value declaration that applied
  8. The remedy you are requesting, such as repair, replacement, or payment
  9. Proof that you submitted the claim on time

Use a separate entry for each item. Keep the original documents and send copies unless the mover specifically requires otherwise. Save the email confirmation, portal receipt, mailing certificate, or other proof of submission.

If the mover asks for an inspection, cooperate while keeping your own photographs and records. Ask when you should expect a written response.

What to do if the mover denies or reduces the claim

A denial or partial payment should be examined item by item. Ask the mover for the decision in writing and request the specific contract provision, exclusion, valuation calculation, or evidence supporting it.

Then compare the response with:

Check the contract for an internal review process, arbitration clause, forum requirement, and time limit for further action. The STB notes that if a mover denies a claim in whole or in part, a customer may need to pursue arbitration or file a lawsuit to seek compensation. That is a possible escalation path, not a guarantee of an outcome or legal advice.

For an intrastate move, the applicable state rules may differ. Don't use the federal interstate valuation example as a substitute for checking the contract and the requirements where the move occurred.

Warning signs in moving paperwork

Pause before signing if:

A warning sign doesn't prove that a mover will mishandle your property, but it gives you a reason to ask for clarification or compare another written offer.

A practical pre-move and delivery checklist

Before booking

Before pickup

At delivery

The safest choice is not necessarily the mover with the lowest estimate. Choose the company whose documents clearly state what is included, how valuation works, what you must declare, and how a claim will be handled. Then create your own inventory and submit any loss or damage in writing rather than relying on a verbal promise.