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What happens if something is damaged during my move?

Quick Answer

If something is damaged during your move, report it to the removal company immediately and in writing. Take photographs of the damage and do not sign any paperwork stating all items were delivered in good condition until you have checked everything. A reputable removal company will have Goods in Transit insurance to cover damage that occurs during the move.

Report Damage Immediately

As soon as you discover damage, report it to the removal company in writing — by email is best, as it creates a clear record. Take photographs of the damaged item and, if possible, of the packaging it was in. Do not dispose of any damaged packaging until the claim has been resolved, as the removal company may need to inspect it.

Understanding Goods in Transit Insurance

Reputable removal companies carry Goods in Transit insurance, which covers damage to your belongings that occurs during loading, transit, and unloading. The level of cover varies between companies — check the limit before you book. Some companies offer a basic level of cover as standard and charge extra for higher limits or All Risks cover.

Items Packed by You

Most Goods in Transit policies only cover items that were packed by the removal company. If you packed the items yourself, you may not be covered for damage caused by inadequate packing — though you should still be covered for damage caused by the removal crew's negligence. Check your policy carefully.

Making a Claim

To make a claim, you will typically need to provide: a written description of the damage; photographs of the damaged item; evidence of the item's value (such as a receipt or valuation); and a completed claim form. Most removal companies aim to resolve claims within 28 days. If you are not satisfied with the outcome, BAR members offer an independent arbitration service.

Your Home Contents Insurance

Check whether your home contents insurance provides any cover for items in transit. Some policies include 'all risks' cover that extends to items being moved. If it does, you may be able to make a claim on your home insurance rather than the removal company's policy — compare the excess and the level of cover before deciding which route to take.