Claims Process FAQ
1. What if I purchased 3rd party insurance?
2. What if I have NOT purchased 3rd party insurance?
3. How do I start my claim process?
4. How will my claim be calculated?
5. How does basic insurance coverage works?
6. What did the DOT have in mind when they created the basic insurance coverage?
7. How do I contact you?
8. How do I get updates on the status of my claim?
9. What are inventory item numbers, and where do I find them?
10. Do I need to send evidence of damage?
11. How long do I have after my delivery to file a claim?
12. How fast will my claim be resolved?
13. Will my claim remain open until I decide to close it?
1. What if I purchased 3rd party insurance?
If you have purchased a 3rd party insurance for your move, please file your claim directly with your insurance company. Your company will then contact us for the rest of the process. However, if you have NOT purchased a 3rd party insurance for your move, please read question number 3 below.
2. What if I have NOT purchased 3rd party insurance?
If you have NOT purchased a 3rd party insurance for your move, please read question number 3.
3. How do I start my claim process?
Please go to our Claim Form & Instructions page in order to start your claim process. There you will be able to download our claim form, and be guided by the clear instructions provided. You can also download the claim form directly here.
4. How will my claim be calculated?
In case you have not purchased a 3rd party insurance, your claim will be evaluated and calculated based upon your default insurance choice: “Basic Insurance”, which is mandated and regulated by the DOT. The “Basic Insurance” coverage, sets the value for each lost/damaged item at $0.60 cents per pound. ($4.20 per cubic foot).
5. How does basic insurance coverage works?
Please go to our Insurance page to gain a better understanding of your basic insurance coverage.
6. What did the DOT have in mind when they created the basic insurance coverage?
Please go to our Insurance page to gain a better understanding of your basic insurance coverage.
7. How do I contact you?
All correspondence regarding claims are made via email for legal reasons.
8. How do I get updates on the status of my claim?
For claim status inquiries contact Claims via email. Please include your job number in the subject line.
9. What are inventory item numbers, and where do I find them?
Each of your boxes and items is labeled with a sticker showing its inventory item number. If the label was already removed, or you cannot find the label on the surface of a said box or item - try to look for the item number on your copy of the inventory sheet – the number can be found in the first column to the left.
Each sheet column is divided into 4 sections of 0-9 where the decimal is indicated by hand next to the "0". The first "0" in the first sheet is designated by a written digit "1" to indicate this is item # 10, the second "0" is designated by a written digit "2" to indicate this is item # 20 and so forth.
10. Do I need to send evidence of damage?
Yes. Please email you evidence of damage (EOD); such as photos, repair receipts, etc, to the email address on the Claim Form. DO NOT send hard copies of photos with your claim form (we only accept the following image formats: JPEG, PNG & PDF).
In case you have lots of pictures to upload (more than the 20MG attachments limit for most emails), please use one of the following methods:
1. Use a few emails, in which add only a few images to each email.
2. Combine few images into a one PDF doc (You may need to compress the PDF).
3. Provide a download link from your G-Drive or equivalent (if you do that please make
sure the link is accessible to anyone).
11. How long do I have after my delivery to file a claim?
By law, you have up to 9 month after your delivery date to file a claim with us.
12. How fast will my claim be resolved?
For that question we will provide you with both the legal answer, and the realistic answer. So, in regards to the legal answer, here is how the law goes about it: The law allows thirty to ninety days for the processing of your claim. However, the realistic answer is that, as we consider the matter of taking responsibility and correcting our errors, a major part of our way of doing good business, most claims are usually being resolved much Faster.
13. Will my claim remain open until I decide to close it?
By law, your claim will be closed in case we haven't heard back from you
within 120 days from our last mutual correspondence.
See more of our FAQ:
Charges & Billing
Scheduling
Pre Move Preparations
Moving Day
Additional Services
Storage & Delivery
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If you have a question that doesn't appear on this page, feel free to contact us and we will get back to you with an answer as soon as possible.
