Movers damaged or lost your things: how to file a claim

Write down the damage on the delivery paperwork before you sign, then send the mover a written claim as soon as you can: within 9 months for an interstate move, and generally within 90 days for a move inside New York. How much you get back depends on the liability level on your bill of lading, which is often far less than the item is worth.

This guide explains the two liability levels, the deadlines on both sides, what evidence wins claims, and where to go if the mover says no. Rules differ for moves within New York State (regulated by NYSDOT) and moves that cross a state line (federal rules).

First, figure out what coverage you have

Look at the valuation section of your bill of lading. That's what decides how much the mover owes, no matter what the item cost you.

Moves within New York work differently. NYSDOT says movers are not liable for the full value of lost or damaged goods unless you declare the actual cash value on the bill of lading or buy a full replacement value plan. Both cost more. Without one of those, expect a payment far below what your things are worth.

If you bought separate insurance through the mover, the mover must give you a copy of the policy or written proof. For an interstate move, if the mover didn't provide that record, it is liable for the claim itself. You might also have coverage under your own renters or homeowners policy; see our renters insurance guide and ask your insurer whether goods in transit are covered.

On delivery day

1. 1

   Check before they leave

   Make sure every item on the inventory is accounted for. NYSDOT says the best proof of a claim is a note on the bill of lading, inventory or delivery receipt at the time of delivery.
2. 2

   Write it on the paperwork

   Note visible damage and missing item numbers on the delivery receipt before you sign. Be specific: “dresser #14, left side gouged, top split.”
3. 3

   Photograph everything

   Take photos and video of damaged items, boxes with crushed corners, and the inventory tags. Keep the packing materials if you can.
4. 4

   Don’t throw out broken items

   The mover may want to inspect or repair them. Disposing of them can weaken your claim.

How to write the claim

Send it in writing to the mover (or its third-party claims company if the bill of lading says so). Keep a copy and proof of when you sent it. Include:

• Your name, both addresses, move dates, and the bill of lading or order number
• Each item: inventory number, description, what happened, and whether it's lost or damaged
• The amount you're claiming for each item, with how you got that number (receipt, repair quote, replacement price)
• Photos, the annotated delivery receipt, and the inventory
• The liability level you chose, with a copy of the valuation section

For released value claims, include the weight of each item; the payout is calculated per pound. For full value claims, a repair estimate or a like-for-like replacement price is the strongest evidence.

Deadlines after you file

If the mover denies or lowballs your claim

Interstate moves: arbitration

Every interstate mover must have an arbitration program for loss and damage disputes and must describe it to you. The rules:

• If you ask for arbitration on a claim of $10,000 or less, the mover must agree, and the result is binding.
• For claims over $10,000, arbitration happens only if you ask and the mover agrees.
• The mover can't make you agree to arbitration before a dispute arises.
• The arbitrator must decide within 60 days of written notice of the dispute, with possible extensions if information is late.

You can also file a complaint with FMCSA at 1-888-368-7238. FMCSA's mover search shows a mover's complaint history, which is worth checking if you're deciding whether to settle.

Moves within New York: court

NYSDOT can make the mover act on your claim on time, but it can't decide whether the mover is liable or how much is owed. That's a civil matter. If you can't settle, your options are a lawsuit (often Small Claims Court for household amounts) or arbitration. If you win a court judgment, NYSDOT says the mover must pay it (its web page says within 30 days; its booklet says within 60 days unless payment is stayed or arranged), and the department will help you collect if the mover doesn't pay.

Movers file proof of insurance with NYSDOT. You can get the name of a mover's insurer, or its agent for legal papers, by writing to the department at 50 Wolf Road, POD 53, Albany, NY 12232, or at [email protected]. Our NYC Small Claims Court guide walks through filing and the hearing.

For other problems, like a mover that didn't honor the contract or didn't give you the required paperwork, file NYSDOT's consumer complaint form with copies of all your documents.

A sample timeline

1. Delivery day

   Note damage on the delivery receipt

   Photograph everything before the crew leaves.

2. Within a week

   Send the written claim

   Sooner is better; NYSDOT says late claims are much harder to review.

3. Day 30

   Acknowledgment due

   If none arrives, follow up in writing and keep a copy.

4. Day 90–120

   Decision due

   Payment, denial or a firm compromise offer, in writing.

5. After a denial

   Arbitration or court

   Interstate: request the mover’s arbitration. Within NY: Small Claims or civil court.

Avoid this next time

Before your next move, read how to hire a licensed mover and decide on liability coverage before move day, not at the truck. Our moving scam red flags list covers the warning signs that often come before a damage dispute.