How to File a Claim for Items Damaged or Lost in a Move

Published Read 8 min read

You open a box, and the lamp inside is in three pieces. Or the truck pulls away and a wardrobe carton is simply not on the inventory list anymore. When household goods are damaged or go missing during a move, you have a defined right to ask the moving company to pay for the loss, but that right runs on a clock and follows specific rules. Knowing the steps, the paperwork, and the deadlines ahead of time keeps a frustrating situation from turning into a missed window.

This guide walks through when you can file a claim, how to document the loss, what the filing process and deadlines look like, what the mover is required to do in response, and your options if the claim is denied. The federal timelines below apply to interstate moves (moves that cross state lines), which the Federal Motor Carrier Safety Administration (FMCSA) regulates. A move entirely within one state is governed by that state’s law instead, so confirm the rules with your state authority if your move did not cross a state line.

This is general information, not legal advice, and the rules can change, so verify current details with the official sources listed at the end. This guide does not cover the difference between Released Value and Full Value Protection (see our guide on released value vs. full value protection) or how to complain to a regulator (see our guide on how to file a complaint against a moving company); the focus here is the damage-or-loss claim itself.

When and What You Can Claim

A claim is your formal request for the mover to pay for goods that were lost or damaged while in its care during an interstate move. You can claim for items that arrived broken, items that arrived with damage they did not have when they were loaded, and items that never arrived at all.

How much you can actually recover depends on the level of liability coverage you chose when you booked, not on the receipt price of the item. Under federal rules, your mover offered you two levels of protection. The minimum level pays a flat rate of 60 cents per pound for any lost or damaged item, regardless of what the item is worth.

FMCSA gives a concrete example: a 50-pound flat-screen television covered at this level obligates the mover to pay only $30, because the calculation is weight times 60 cents, not the value of the screen. The higher level, Full Value Protection, covers the replacement value of the item. Because the coverage level changes what a successful claim is worth, it is worth knowing which one applies to your shipment before you file. The mechanics of those two coverage levels are explained in our separate guide on mover liability.

One important limit: a claim is not the same as a complaint. Filing a claim asks the mover to pay you for specific lost or damaged goods. Reporting a company to a regulator is a different process with a different purpose, covered in our guide on filing a complaint against a moving company.

Documenting Damage or Loss

Your claim is only as strong as the record behind it, and the best record starts on delivery day. When the movers unload, check your belongings against the inventory list the crew prepared at pickup. If something is missing, damaged, or showing up in worse condition than it left, note it on the delivery receipt or inventory before you sign. Get the driver to acknowledge the exception in writing where possible.

Be aware of a subtle but important point in the federal rules: notations of shortage or damage on a delivery receipt, freight bill, or inspection report do not, by themselves, count as a filed claim. They are valuable evidence, but writing “dresser scratched” on the inventory sheet is not the same as filing. You still have to submit a proper written claim, described in the next section. Treat your delivery-day notes as the foundation, not the finished claim.

Build the rest of your documentation as soon as you discover a problem:

  • Photograph everything. Take clear, dated photos of each damaged item and, where it helps, the packing or carton it came in.
  • Keep the paperwork. Hold on to your bill of lading, the inventory list, the estimate, and any delivery receipts. These identify the shipment and establish what was moved.
  • List what is missing. For lost items, write down a description of each one and, where you can, what it would cost to replace it.
  • Do not throw damaged items away. The mover may want to inspect them, and in some cases it may handle them as salvage.
  • Note the delivery date. Your filing deadline is measured from the day the goods were delivered, so record it.

The goal is to have enough on hand to identify the shipment, show what was damaged or lost, and support the dollar amount you are claiming.

The Filing Process and Deadline

To file, request a claim form from the moving company. Complete it as fully as you can, and the mover will tell you where to send it. A claim form is the simplest route, but federal rules do not require you to use the company’s form. What the rules do require is that the claim be in writing and that it be filed within nine months of the delivery date.

Whether you use the mover’s form or your own written communication, a proper claim must do three things to satisfy the federal minimum: it must contain enough facts to identify the shipment, it must assert that the carrier is liable for the loss or damage, and it must claim payment of a specified or determinable amount of money. A vague note that something got broken will not meet that standard. If you are not certain of the exact dollar figure, you can present the claim for an amount that is determinable, and the carrier is expected to investigate the condition of the goods to work out the extent of the loss it may be responsible for.

The nine-month deadline is the part people most often miss. It runs from the date of delivery, not the date you discovered the damage or the date you got around to filing. File in writing well before that window closes, and keep proof of when and how you sent the claim, such as a dated email or certified mail receipt. If your move was intrastate (entirely within one state), the federal nine-month rule may not apply; check your state’s requirements, which can differ.

What the Mover Must Do

Once you file a proper written claim, the moving company is not free to ignore it. Federal rules set two firm timelines for an interstate carrier’s response.

First, the mover must acknowledge receipt of your claim in writing within 30 days of getting it, unless it has already paid or declined the claim in writing within those 30 days. That acknowledgment confirms the company has your claim and the clock is running.

Second, the mover must pay the claim, decline it, or make a firm written settlement offer within 120 days of receiving it. If the company cannot finish processing the claim within 120 days, it does not get to go silent: it must tell you in writing why, and then update you in writing on the status of the claim every 60 days until it is resolved.

When a mover does settle a loss-or-damage claim, federal guidance says it uses the replacement cost of the item as the starting point and then applies a depreciation factor to reach the item’s current actual value. In plain terms, an older item is usually valued at less than what a brand-new replacement would cost. How much you ultimately receive still depends on the liability level you selected, as described earlier.

If Your Claim Is Denied

A denial or a low offer is not necessarily the end of the road. Start by reading the mover’s written response closely. It should explain the reasoning, and that reasoning tells you what to address. Common sticking points include disputes over whether the damage existed before the move, gaps in documentation, or a payout limited by the 60-cents-per-pound coverage level.

If you believe the decision is wrong, respond in writing with any additional evidence: the delivery-day exception notes, photographs, the inventory list, and anything showing the item’s condition or value. A clear, organized paper trail is your strongest argument. Keep copies of every message in both directions.

If you and the mover still cannot reach agreement, you have further options that are covered in our companion guides rather than here. Many interstate moving contracts include an arbitration program that lets a neutral third party decide disputed claims, and small-claims court is another avenue for amounts within your state’s limit. Reporting the company to a regulator is a separate track from collecting on your claim; the channels for that, including FMCSA’s complaint database for interstate moves and state consumer agencies, are explained in our guide on how to file a complaint against a moving company. Throughout, keep watching the calendar, because some of these options carry their own deadlines.

Filing a claim is a process built on records and timing. Document the loss on delivery day, file a proper written claim well inside the nine-month window, hold the mover to its 30-day and 120-day obligations, and keep every piece of paper. Those habits give an otherwise stressful situation a clear path to resolution.

This article is general information, not legal or professional advice. Federal rules apply to interstate (cross-state-line) household goods moves; intrastate moves are governed by state law. Rules and timelines can change, so verify current requirements with the official sources below before you act.

Sources

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