Claims Best Practices

Prior to your move

• Take pictures of every room and every item worth claiming, including the condition it is in today.
• Make your own home inventory, room by room, with brand, model and serial numbers for anything with value.
• Make a high value inventory of items worth $100 per pound or more, and make sure the crew lists them before they are packed.
• Walk through on video. Open drawers and closets and narrate what you are showing.
• Review your insurance. The moving company’s liability has a cap, so check whether your renters or homeowners policy covers your goods in transit and in storage.

Picture tips that make claims easier

• Shoot furniture from every side, including the top, legs and underside.
• Take close-ups of any damage that is already there, so it cannot be blamed on you later.
• Turn on electronics in the photo or video to show they work.
• Photograph serial numbers, model tags and the backs of TVs and computers.
• Keep receipts or screenshots of what items cost to replace.
• Back everything up to cloud storage, not just your phone.

On pack and delivery days

• Read the condition notes the crew writes on the inventory. If you disagree, write your note on the form before you sign.
• Keep a copy of every inventory, and note any loss or damage on the delivery paperwork before the crew leaves.

Filing your claim: upload one document

Claims move faster when every item is listed the same way. Create one document or PowerPoint with all the information and pictures for every item, then upload that one document with your claim.

Use our free Claims Consolidation Template (PowerPoint) to do it:

• Slide 1: add your last name and GBL number.
• Slide 2: an example of a completed item.
• Slide 3: copy this slide for each item. Add the inventory number and item name, a description of the item, a description of the damage, the item cost, shipping cost, tax, any other information, and a link to the same or a comparable item. Add your photos to the slide.
• Save it as a PDF and upload that one file with your claim.

Keep every email, letter and call note in one place, and mark your deadlines on your calendar on delivery day. See Types of Claims and the Claims Center for the timelines.