Moving Damage, Insurance, and Claims Explained
- American National Movers
- May 26, 2025
- 7 min read
Updated: Dec 27, 2025
Furniture damage is one of the biggest concerns people have after a long distance move — especially when movers damage furniture or TVs, items arrive missing, or customers believe belongings were stolen.
The insurance and legal options you have depend on what’s written in your moving contract. Most people don't fully understand their insurance options or liability limits before signing the contract. That's where the miscommunication happens. After the move, customers feel blindsided and say they were never told about their coverage — even though those options are outlined in the paperwork signed after agreeing to the estimate.
This page explains what happens if movers damage your furniture, how moving insurance really works, what the claims process looks like, and what to do if a settlement offer feels unfair.
Are Movers Legally Responsible For Damaged Furniture?
Movers are legally responsible for damaged household goods to some degree, but it will be based on how much coverage you have:
The Two Types of Moving Coverage (This Is Where People Get Burned)
Estimators aren’t transparent about this topic; unfortunately, it's a difficult conversation to have. Moving heavy furniture hundreds or thousands of miles involves risk, even with professional crews.
That’s why every long distance mover is required to offer two coverage options:
Released Value Protection (Default Coverage)
This is the standard coverage movers are required to have in order to cross state lines with household goods, and it applies automatically if you don’t select anything else.
Coverage is $0.60 per pound per item.
It is free.
It is based on weight, not replacement value.
Example:
If a 150-pound dresser is destroyed, the maximum payout is $90, even if the dresser cost $1,200.This is legal. It is also the reason many customers feel insulted by the first settlement offer they receive.
Full Value Protection
Full value protection is an optional coverage upgrade that provides more protection than the default released value coverage. With full value protection, you will be required to pay a deductible based on your coverage amount.
Example:
If you declare $10,000 in full value protection and pay an $850 deductible, your household goods are covered for up to $10,000, subject to the terms of the policy.
Under this option, the mover must:
Repair the item if it's repairable.
Replace it with a comparable item that's of similar value.
Or reimburse you for the its current market value.
This option makes sense if you’re moving:
New Furniture.
high-value items.
fragile or sentimental pieces.
How the Claims Process Works for Damaged or Missing Items
If your furniture is damaged, missing, or you believe items were stolen during a long-distance move, there is a formal claims process you must follow. This process is procedural, not emotional — and missing a step can weaken or void a valid claim.
Here’s how it works.
Document Damage or Missing Items at Delivery (Strongly Recommended)
When your furniture is delivered, review the inventory carefully before signing the delivery paperwork. This step is usually rushed because the consumer is unaware, but it plays a big role in how smoothly a claim goes later.
If you notice damage or missing items at delivery:
Note any visible damage directly on the Bill of Lading.
Mark missing items as missing on the inventory section of your Bill of Lading.
Take your time — do not let the crew rush you through this step
Documenting problems at delivery creates a clear record that the damage or loss existed before the mover released custody of your items.
Important to Know:
If damage or missing items are not documented at delivery, you can still file a claim. However, the mover may argue that the issue occurred after delivery, which means you’ll need stronger documentation to support your claim.
What If You Already Signed the Delivery Paperwork?
Signing the delivery paperwork does not mean you’ve given up your right to file a claim.
Many customers don’t notice damage or missing items until after the movers leave — especially when furniture is wrapped, boxed, or delivered late in the day. This is common, and federal rules still allow you to submit a claim.
Here’s what to know:
You can still file a claim even if you signed the inventory as “clear.”
The mover may argue that the issue occurred after delivery, in which case documentation becomes even more important.
Photos, videos, and written communication help establish that the damage or loss likely occurred during transit.
If you discover damage or missing items after delivery:
Take photos immediately.
Notify the moving company in writing as soon as possible.
File a formal written claim within the required time frame (up to 9 months).
Signing delivery paperwork makes a claim harder, not impossible.
Take Photos and Gather Documentation
Photos and documentation are what support your claim — especially if damage or missing items were not noted at delivery. When movers cause damage, it is usually easy to find, which is why photos are one of the easiest ways to support your case. Take clear photos and email them to the moving company as soon as possible.
What to Photograph?
Take clear photos of:
Damaged furniture from multiple angles
Broken parts, cracks, dents, or scratches
Empty spaces where items are missing
Boxes that appear crushed, torn, or re-taped
Inventory tags or stickers attached to the item
If possible, take photos before removing any wrapping or padding, then take additional photos after the item is unwrapped. This helps show that the damage occurred during transport, not after delivery. s
File a Formal Written Claim
Calling the moving company is not enough. For a damage or loss claim to be valid, it must be submitted in writing. This is the step many customers skip — and it’s where valid claims get denied.
When to File the Claim
For interstate (long distance) moves, customers have up to 9 months from the delivery date to submit a written claim. That said, filing sooner is always better. Waiting weakens your position and gives the mover more room to dispute the claim.
What to Include in Your Written Claim
Your claim should clearly list
Your name and move date.
The bill of lading or registration number.
Each damaged or missing item is referenced by inventory number.
A brief description of the damage or loss.
Photos and documentation supporting the claim.
You do not need to write a legal letter. Keep it clear and factual.
How Long Does A Damage Claim Take?
Once a written claim is submitted:
The mover has 30 days to acknowledge receipt.
They have up to 120 days to resolve the claim by approving it, denying it, or making a settlement offer.
Given the nature of transporting furniture long distances, damage may happen. As a result, claims are rarely resolved immediately, and the law gives moving companies time to resolve damage and lost-item claims.
Review the Settlement Offer and Know When to Push Back
After you file a written claim, the moving company will review it and issue a settlement offer. For many customers, this is the moment they feel shocked or disappointed — especially if their coverage is the released value protection.
Why Settlement Offers May Feel Too Low
Most movers start claims with a low initial offer, particularly if you selected released value protection. Under that coverage, payouts are based on 60 cents per pound per item, not actual value, which is why a damaged piece of furniture worth thousands may result in a much smaller offer.
You Are Not Required to Accept the First Offer
Receiving a settlement offer does not mean you have to accept it immediately. If the offer seems unfair, you have the right to dispute it and request additional compensation. However, it’s important to know the coverage you selected and re-read the valuation coverage on your contract before disputing the claim amount.
Claims can be adjusted after follow-up, especially when customers stay organized and communicate in writing.
When an Offer May Be the Best Outcome
In some cases, especially under released value protection, the settlement offer may be legally correct even if it feels disappointing. This is why understanding coverage before moving day is so important.
Knowing when to push back — and when the offer reflects the contract — helps you decide the best next step.
When and How to Escalate a Moving Claim
Most moving damage claims are resolved with the movers without escalation. However, there are situations where pushing the issue further is the only option for a resolution:
When Escalation Makes Sense.
Consider escalating your claim if your movers don't reply, or your claim was denied without explanation, or if you were given an unreasonable settlement offer.
Here Is What To Do:
Start With a Legal Written Demand Letter
Before involving outside parties, send a formal written demand to the moving company.
Keep it simple:
Reference your claim number, job number, and full name.
Restate the issue and why there is an issue with your damage claim.
Request a clear resolution or explanation.
Many claims move forward to a a fair and positive resolution if and when this step is taken.
File a Complaint if Necessary
For interstate moves, customers can file a complaint with the FMCSA if a mover refuses to engage or violates federal rules. This creates a record and may prompt a response from the company.
This step does not replace the claims process, but it adds pressure for accountability.
Small Claims Court as a Last Resort
Small claims court is sometimes a reasonable option when items are damaged or deemed lost, and the items are of high value. If you have a strong case, the cost of hiring legal representation or representing yourself might be worth the costs.
Taking movers to small claims court is most effective when:
Damage or loss is well documented.
The claim was filed properly and on time.
The mover stopped responding or did not reply to your claim inquiry.
The settlement offer is lower than the coverage terms or is unreasonable given the circumstances of the claim.
This option should be treated as a last step, not a first reaction. In many cases, claims are resolved before reaching this point when customers stay organized and persistent.
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