Filing a Claim – Process & Exclusions

IMPORTANT:
THIS CLAIM FORM MUST BE SUBMITTED FOR CLAIM TO BE VALID.

1. How to File a Claim

• Timeframe:
  All claims must be submitted in writing within 10 days of your move date.

• Submission:
  Complete and submit this official claim form only. Verbal reports or claims made via phone, email, or in-person will not be accepted.

• Required Information:

  • Job Number: Include your correct Job Number.
  • Detailed Incident Description: Provide a full account of the incident, including:
    • When: Date and time the incident occurred.
    • What: A clear description of what happened.
    • Where: The location of the incident (e.g., specific room or area).
    • How: An explanation of how the damage or loss occurred.
    • Why: Any contributing factors or circumstances.
  • Photographic Evidence: Attach clear, high-resolution photos of the damage (both close-up and overall views).
  • Supporting Documentation: Include any additional documents (e.g., receipts, correspondence, estimates) that support your claim.

2. What Is Not Covered

To help you understand the limits of our liability under our standard coverage, please note the following items and conditions are not covered:

• Improper Packaging:
  Damage to items that were not adequately packed or boxed by the shipper.

• Pre-Wrapped Items:
  Items that were pre-wrapped (e.g., blanket-wrapped, shrink-wrapped, or otherwise packaged) prior to our arrival.

• Fragile or High-Risk Items:

  • Electronics: Such as TVs, computers, or video games (unless you have purchased additional Full Value Protection).
  • Furniture Made of Pressboard/Particle Board:
    This includes IKEA furniture or any furniture constructed primarily from particle board or pressboard. These items are not built to be moved and are therefore not covered.

• High-Value and Sentimental Items:
  Items of extraordinary value (e.g., jewelry, precious stones, collectibles). We strongly advise against shipping highly valuable or sentimental items under our basic coverage.

• Perishable Items:
  Any perishable items or live plants that require special handling.

• Minor Damage:
  Normal wear and tear—including rub marks, scuffs, or minor scratches from moving—is not eligible for claims.

• Unsecured Items:
  Items that are not properly boxed, secured, or prepared by the shipper.

• Additional Exclusions:

  • Dis-assembly/Re-assembly Damage: Damage incurred during the dis-assembly or re-assembly of items is not covered.
  • Third-Party Storage: Loss, theft, or damage occurring during third-party storage arrangements is not our responsibility.
  • Final Walk-Through Oversights: Items discovered missing after the final walk-through will not be covered if they were not secured by the shipper prior to the move.

3. Important Liability Limitations

• Evaluation of Claims:
  Claims will be evaluated based on the liability coverage selected at the time of your booking.

• Written Claims Only:
  The carrier is not responsible for any verbal assurances or informal communications regarding damage or missing items—only claims submitted in writing via this form will be considered.

• Coverage Limits:
  If you did not purchase optional Full Value Protection, our maximum liability is limited to the terms of our basic coverage.

4. Final Notes

• Acknowledgment:
  By filing a claim, you acknowledge and agree to these conditions and limitations.

• Commitment to Service:
  We are committed to processing your claim as promptly and fairly as possible within these guidelines.