Moving Claims: What to Document When Something Is Lost or Damaged

A moving claim is easier to evaluate when the move was documented clearly before, during, and after handling.

If something is lost, damaged, or missing, preserve the records that show what was moved, its condition, the protection option selected, and what happened at delivery.

Start With the Move Record

Keep the Bill of Lading, inventory, estimate, valuation selection, delivery records, and any written changes to the move.

Use the Moving Documents guide to keep the shipment identifiers and document versions consistent. Connect each disputed item to its inventory entry, condition record and supporting photographs.

Document Condition

Photographs, receipts, serial numbers, prior appraisals, and a condition report can help establish what existed and its condition before handling.

Understand the Protection You Selected

The amount or type of remedy available can depend on the valuation option selected. For interstate household-goods moves, review the difference between Released Value and Full Value Protection.

Report the Problem Clearly

For claims governed by 49 CFR 370.3, submit a written claim to a proper carrier within the applicable time limit. It must identify the shipment, assert carrier liability for the alleged loss or damage, and request a specified or determinable amount of money. Include the facts and supporting records that explain the amount claimed.

Delivery Notes Are Evidence, Not the Filed Claim

Note missing items or visible damage on the delivery record and retain a copy. Under 49 CFR 370.3, those notations and inspection reports alone do not meet the claim-filing requirements. Telling the crew about a problem does not confirm that a written claim has reached the proper carrier.

The customer or authorized claimant owns the submission step. Confirm the carrier’s claims address or portal, retain the exact submission and evidence, and keep proof of receipt and the claim reference. Record later discoveries promptly and follow the applicable process. See the Claim definition for the distinction between an observation and a compensation request.

For covered interstate household-goods moves, FMCSA states that written loss-or-damage claims generally must be filed with the mover within nine months of delivery. Other deadlines or rules can apply depending on the move and jurisdiction.

Keep Communication in Writing

Save emails, claim forms, photographs, repair estimates, receipts, settlement offers, and other correspondence. A clear timeline can help both sides understand what was reported and how the claim was handled.

Keep a dated log of submission, receipt, requests for information and responses. A complaint to FMCSA is a separate process and does not replace filing the claim with the carrier; FMCSA does not resolve individual loss-and-damage claims. If the claim remains disputed, ask the mover for its arbitration information and applicable procedures.

Questions to Ask

• What claim form or written information does the mover require?
• What valuation option applies to this shipment?
• What documentation supports the item's identity, condition, and value?
• What deadline applies to this move?
• What is the mover's process for inspection, repair, replacement, or settlement?

Primary Sources

• FMCSA — What if there are problems?
• FMCSA — Protect Your Move
• FMCSA — Understanding Valuation and Insurance Options

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The Relocation Ecosystem provides educational information and does not provide legal or insurance advice. Claim deadlines and remedies can vary by move, contract, and jurisdiction.