If your belongings are damaged during a house move, document the damage immediately with photographs, notify your removal company in writing as soon as possible, and check both your own contents insurance and the remover's liability cover before making a formal claim.
Discovering damaged belongings after a move is stressful, but acting quickly and methodically gives you the best chance of a successful outcome. As soon as you notice damage, stop unpacking those items, photograph everything thoroughly, and keep all original packaging if it is still available. The condition of the packaging can be important evidence when a claim is assessed.
Notify your removal company in writing — by email is fine — as soon as possible, and always within any timeframe specified in your contract. Most reputable removal companies are members of the British Association of Removers (BAR) or subscribe to a similar code of practice, which sets out a formal complaints and claims procedure. Keep copies of all correspondence. If you are moving with Astra Removals, contact us directly and we will walk you through the next steps without delay.
Check two sources of cover. First, review your home contents insurance policy; many policies include transit cover or can be extended to include it. Second, ask your removal company for details of their goods-in-transit liability insurance. These are separate policies and in some circumstances both may be relevant. Note that standard carrier liability under the BAR conditions is limited, so having your own contents policy in place before moving day is strongly advisable.
If an item has sentimental or high monetary value — antiques, artwork, musical instruments, or specialist equipment — raise this with your removal company before the move. Specialist packing, additional declared value cover, or a dedicated fine art carrier may be appropriate. Astra Removals is happy to discuss the right approach for valuable items at the survey or quotation stage.
How long do I have to report damage after a house move?
Time limits vary by company and contract, but you should report damage in writing as soon as it is discovered and ideally within seven days of the move. Check your specific contract terms, as missing a deadline may affect your claim.
Does a removal company's insurance cover all my belongings?
Goods-in-transit liability cover held by removal companies typically operates under standard trade conditions, which may limit the amount payable per item. It is advisable to have your own contents insurance policy with transit cover in place to bridge any gaps.
What if the removal company disputes that they caused the damage?
Keep all evidence — photographs, packaging, and written correspondence. If you cannot reach agreement, and your remover is a BAR member, you can refer the matter to BAR's independent Alternative Dispute Resolution scheme without going to court.
Can I make a claim for items I packed myself?
Most removal companies limit or exclude liability for items packed by the owner rather than by their own staff, as they cannot verify how the items were packed. To protect yourself, ask your removal company to pack fragile or valuable items, and check your own contents insurance for owner-packed transit cover.
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