Even the most carefully planned move can have a frustrating moment: you open a box, pull out something you love (or something your business needs), and realize it’s cracked, scratched, dented, or missing pieces. It’s upsetting, but it’s also surprisingly common—especially when you’re juggling deadlines, elevator bookings, parking, building rules, and about a hundred little details all at once.
The good news is that you can usually improve the outcome (and reduce the stress) by following a clear process. That process is less about arguing and more about documenting what happened, understanding what you signed, and taking the right steps quickly. This guide walks you through exactly what to do if items are damaged during a move—how to take the right photos, how claims work, what to say (and not say), and how to protect yourself next time.
Whether you’re moving a household, relocating an office, or coordinating a bigger transition with commercial move assistance, the same fundamentals apply: document, report, preserve evidence, and follow the timeline.
First things first: pause, breathe, and don’t throw anything out
Why your next 30 minutes matter more than you think
When you discover damage, the natural instinct is to start cleaning up: toss the broken foam, flatten boxes, wipe glass, or try a quick fix. Try to resist that for a bit. The condition of the item, the packaging, and even how it was placed in the box can become important evidence for your claim.
Think of it like a small “incident scene.” You don’t need to be dramatic—just be deliberate. Leave the item as-is long enough to document it properly, and keep any packing materials that might show impact points or insufficient cushioning.
If there’s a safety issue (like broken glass, exposed nails, or a leaking chemical), handle that first. But even then, take a few quick photos before you move anything, if it’s safe to do so.
Separate damage into categories so you don’t miss anything
It helps to quickly sort what you’re seeing into a few buckets. This keeps you organized and makes your claim easier to explain. For example: cosmetic damage (scratches, scuffs), functional damage (drawers that won’t open, electronics that won’t power on), and total loss (shattered, missing parts, or missing items).
Also note whether the damage is to a single item or part of a pattern. If multiple boxes from the same room are crushed, or several pieces of furniture have similar gouges, that can indicate a handling issue worth documenting clearly.
Finally, flag anything time-sensitive—like a damaged server, a broken printer your team needs Monday morning, or a fridge that can’t hold temperature. Those items may need immediate repair or replacement, and you’ll want to document the urgency when you communicate with the mover.
Documenting damage like a pro (photos, video, and notes)
What to photograph, in what order, and why it matters
Great documentation is the backbone of a successful claim. Start wide, then go close. Take a wide shot showing the item in the room (or in the truck if you notice before unloading). Then take mid-range shots showing the entire item. Finally, take close-ups of the specific damage—scratches, cracks, bent corners, broken components.
Next, photograph the packaging: the box (all sides), any dents or punctures, the tape, and the cushioning inside. If it’s furniture, photograph the moving blankets, shrink wrap, straps, and any exposed corners. If it’s an appliance, photograph the power cord, hoses, and any parts that look stressed or pulled.
Don’t forget labels. If the box is marked “FRAGILE” or “THIS SIDE UP,” capture that. If it has a room label, capture that too—because it helps match the item to your inventory list or packing list.
Video walkthroughs can save you when photos aren’t enough
Photos are excellent, but a quick video can provide context that still images miss. A slow walkthrough showing the damaged item, the surrounding area, and the packaging can help demonstrate that the damage wasn’t pre-existing or caused after the move.
When recording, narrate what you’re seeing: the date, the item name, and what’s wrong (“the left hinge is snapped,” “the screen is spiderwebbed,” “the leg is split at the joint”). This kind of commentary can be surprisingly useful later if you’re trying to recall details under pressure.
If you’re in a business setting, you can also record serial numbers and asset tags in the same video. That reduces confusion if you have multiple similar devices.
Write notes while it’s fresh—your future self will thank you
Alongside photos and video, write a short incident note. Keep it simple: what item, what damage, where you noticed it, and when. If you remember anything relevant (like “box was already crushed when it came off the truck”), include that too.
If someone else witnessed the damage—your building concierge, a colleague, a friend helping—note their name. You don’t need a formal statement, but it’s helpful to know who saw what, in case the mover asks questions later.
Finally, keep all of this in one folder (cloud storage is ideal) so you can quickly share it with the moving company or insurer without hunting through your camera roll.
Before you file a claim: understand what you agreed to
The bill of lading, valuation, and why wording matters
Most moving disputes come down to paperwork. The bill of lading (or moving contract) is the key document that outlines services, inventory, delivery details, and liability terms. If you’re not sure where yours is, check your email, the mover’s app/portal, or the printed documents you signed on move day.
One of the most important sections is valuation (sometimes called “coverage” or “liability”). Many people assume movers automatically provide full insurance. Often, that’s not the case. Some moves default to a basic level of liability unless you purchase additional coverage.
Also look for timelines: how long you have to report damage, how long you have to submit a formal claim, and what documentation is required. These deadlines can be shorter than you expect, so it’s worth reading carefully—even if you’d rather not deal with paperwork right now.
Pre-existing damage and the power of condition notes
If you had a pre-move walkthrough or inventory list, check it. Many movers note existing scratches or dents on furniture. If the damage you’re seeing is new, your photos and notes can help show the difference.
If you packed yourself, the mover may argue that improper packing caused the damage. That doesn’t automatically end your claim, but it can change how responsibility is evaluated. This is why packaging photos are so valuable: they show whether the box was crushed externally or whether cushioning was insufficient.
If the mover packed the item, that tends to strengthen your position—because they controlled both packing and handling. Either way, your goal is to present a clear, factual timeline.
Business moves often have extra layers (and more stakeholders)
In office relocations, damage isn’t just emotional—it can be operational. A broken router, damaged monitors, or missing peripherals can slow down a team and create real costs. If you’re coordinating a business move, you may also have internal policies for asset tracking, procurement, and incident reporting.
That’s why it helps to designate one person as the “claims point” who gathers photos, compiles a list of damaged items, and communicates with the mover. If multiple employees contact the moving company separately, details can get messy fast.
It’s also smart to loop in your building manager or facilities team if the damage involves the building (scratched floors, dented door frames) because those issues often have their own reporting requirements and timelines.
How to report damage to the moving company (without escalating the situation)
Use a calm, structured message that’s easy to act on
When you reach out to the mover, aim for clarity over emotion. It’s completely fair to be upset, but claims move faster when your message is organized. Include your move date, order number, pickup/delivery addresses, and a short list of damaged items.
A helpful format is: Item name → type of damage → where discovered → photos/video available. For example: “Herman Miller chair: right armrest cracked, discovered during unloading, photos attached.”
Ask what their claims process is and where to submit documentation. Some companies use email, some use online forms, and some want everything through a portal. The faster you get into their official system, the better.
Get everything in writing, even if you talk on the phone
Phone calls can be useful for speed and tone, but you’ll want a written record. If you speak with someone, follow up with an email summarizing what was discussed: the date, the representative’s name, and next steps they advised.
This isn’t about being adversarial; it’s about avoiding misunderstandings. Written summaries also help if your claim is passed to a different department later.
If the mover asks you to wait for an inspection, ask what you should do with the damaged items in the meantime. Often you’ll need to keep them available and avoid repairs until they confirm.
Don’t sign away leverage unintentionally
Sometimes movers will ask you to sign a delivery receipt stating everything arrived in good condition. If you haven’t had a chance to check items, be cautious. If you must sign, ask whether you can note “subject to inspection” or list visible damages on the receipt.
If you already signed and later discovered damage, you may still be able to file a claim—especially for items that were packed and sealed or not immediately accessible. But it can add friction, so it’s best to document issues as early as possible.
If you’re unsure what you’re being asked to sign, pause and ask for clarification. A few minutes of careful attention can save weeks of back-and-forth later.
The claims process: what happens after you submit documentation
Typical steps movers follow (and where delays happen)
While every company is different, many claims follow a similar path: you submit a claim form, attach photos and receipts, the mover reviews and may request more info, and then they propose a settlement (repair, replacement, or reimbursement based on valuation).
Delays often happen when documentation is incomplete—missing photos of the packaging, missing proof of value, or unclear item descriptions. If you can anticipate what they’ll ask for, you can shorten the timeline.
Another common delay is scheduling an inspection. Some movers send a third-party inspector or ask you to bring the item to a repair shop for an estimate. Keep your damaged-item folder organized so you can respond quickly.
Repair estimate vs. replacement cost: what to provide
If an item can be repaired, movers may request a repair estimate. For furniture, that could be a local furniture repair specialist; for electronics, an authorized service center. Ask the mover whether they have preferred vendors or whether you can choose your own.
If the item is not repairable, you’ll likely need proof of value. Receipts are best, but if you don’t have them, you can sometimes use bank statements, purchase confirmations, or listings for the same model in similar condition. Be honest and realistic—overstating value can backfire.
For business equipment, provide asset records, invoices, and serial numbers when possible. That helps match the damaged device to your inventory and reduces disputes about which unit was affected.
Partial damage and depreciation: the part nobody loves
Some settlements consider depreciation, especially if the valuation is not “full replacement.” That can feel unfair when you still need to replace the item at today’s prices, but it’s a common feature of many policies and contracts.
If you receive a settlement offer that doesn’t seem to reflect the real situation, ask for the calculation method. What valuation applies? Was depreciation applied? Did they classify the item as repairable when it’s not?
Staying factual helps here: provide additional photos, a second repair opinion, or a clearer explanation of why the item can’t be restored to functional condition.
If you used third-party insurance or a credit card benefit
When the mover’s liability isn’t the only option
Depending on your move, you may have coverage through a third-party insurer, a homeowner/tenant policy endorsement, or a specialty moving insurance plan. In some cases, your credit card may offer purchase protection for recently bought items (though that’s less common for moving-related damage).
If you have multiple coverage options, be careful about double-claiming. Some policies require you to file with the mover first; others coordinate benefits. Read the policy terms or call the insurer to confirm the correct order.
Keep the same documentation package (photos, notes, receipts) ready. Insurers typically want the same evidence movers do, plus a copy of the moving contract and the mover’s response.
Subrogation and why your insurer may go after the mover
If your insurer pays your claim, they may pursue reimbursement from the moving company through a process called subrogation. That’s normal. It can also take pressure off you because the insurer handles much of the negotiation.
However, the insurer may ask you for cooperation: additional documentation, a recorded statement, or copies of communications with the mover. This is another reason it’s helpful to keep everything organized and in writing.
If you’re running a business, check whether your commercial property policy includes transit coverage or whether you need a separate inland marine policy for moves and shipments. It’s a small detail that can make a big difference.
Special cases: missing items, water damage, and high-value goods
When something is missing (and how to handle it without panic)
Missing items are tricky because they can be lost, misdelivered, or simply packed in an unexpected box. Before filing a missing-item claim, do a structured search: check all rooms, closets, and storage areas; open boxes labeled with similar categories; and confirm whether the item was loaded (if you have photos of the truck or an inventory list).
If the mover provided an inventory, compare it line by line. If something is marked as loaded but not delivered, that’s important. If you packed yourself and there’s no itemized inventory, your own pre-move photos can help show the item existed and was intended to move.
Report missing items quickly, but keep the tone investigative: “We’re unable to locate X; it was last seen at pickup on Y date; please confirm whether it’s on a separate truck or in storage.”
Water damage, mold risk, and what to do immediately
Water damage can escalate fast. If boxes are wet, open them as soon as possible to prevent mold. Photograph the wet boxes before opening, then photograph the contents and any visible moisture patterns.
Separate wet items from dry items. If you can, run fans or dehumidifiers. For paper records (common in office moves), prioritize drying and scanning what you can. If you’re dealing with sensitive documents, consider a professional restoration service and ask the mover whether they will cover it.
Also document the likely source: rain during loading, a leaking truck, a broken pipe in a building corridor, or improper storage. The “how” matters for determining responsibility.
Artwork, antiques, and electronics need extra proof
High-value items often require special handling and special documentation. If you’re filing a claim for art, antiques, or collectibles, provide appraisals, certificates, and detailed before-photos if you have them.
For electronics, show that the item no longer functions. A short video demonstrating the issue (won’t power on, screen flickers, ports don’t work) can be more persuasive than a photo alone.
If the mover packed these items, ask for their packing notes and materials list. If you packed them, focus on external box damage and handling evidence to support your claim.
Negotiating a fair outcome (without turning it into a battle)
Be specific about what “making it right” looks like
When you’re asked what you want, it helps to be clear. Do you want a repair by a qualified professional? Replacement with the same model? Reimbursement so you can choose your own replacement? Different situations call for different remedies.
For example, if a desk has a deep gouge but is still functional, you might accept a professional refinish. If a specialized piece of equipment is damaged and downtime is costly, replacement may be the only practical option.
Put your request in writing and attach supporting documents. Clarity reduces the chance of a low offer based on incomplete information.
Escalation paths that keep things productive
If you’re not getting traction, ask politely to escalate to a claims manager or supervisor. Provide a clean summary: timeline, items, documentation, and what you’re requesting. Avoid sending multiple fragmented emails; one organized message is more effective.
If the move was arranged through a broker or relocation coordinator, loop them in. They often have leverage with the carrier and can help move the process along.
If you’re in Canada and moving within or across provinces, consumer protection resources vary by region. Sometimes the mere act of referencing the correct complaint channel encourages a more serious response. Still, try to exhaust direct resolution first—it’s usually faster and less stressful.
When small claims court or mediation becomes relevant
Most claims resolve before legal action, but it’s worth knowing your options. If the dollar amount is significant and you believe the mover is clearly responsible, you may consider mediation or small claims court.
Before going down that road, gather your full package: contract, valuation terms, inventory, photos, repair estimates, receipts, and all communications. A well-documented case is stronger than a heated argument.
Also consider the time cost. Sometimes a slightly lower settlement that resolves quickly is more valuable than months of dispute—especially if you’re running a business and need to focus on operations.
How to reduce the odds of damage on your next move
Pre-move photos and an inventory list are your best “insurance”
Before the movers arrive, take quick photos of high-value items and anything with existing wear. Open drawers, show corners, and capture serial numbers on electronics. These don’t have to be professional—just clear and timestamped.
Create a simple inventory list. For a home, that might be categories by room. For an office, it can be asset-tag based. The goal is to reduce ambiguity if something goes missing or arrives damaged.
If you’re short on time, prioritize: TVs, monitors, computers, framed art, mirrors, glass tables, instruments, and sentimental items that are hard to replace.
Packing choices that prevent the most common breakages
Most moving damage comes from a few predictable issues: empty space inside boxes (items shift), weak boxes (crush), and unprotected corners (impact). Use sturdy boxes, fill voids, and reinforce bottoms with proper tape.
For dishes and glassware, wrap each piece and pack vertically when appropriate. For electronics, use original boxes if you still have them. For TVs and monitors, consider specialty TV boxes and corner protectors.
Labeling helps too, but only if it’s paired with good packing. “FRAGILE” on a poorly packed box is like a warning label on a problem waiting to happen.
Choosing the right team makes a bigger difference than people expect
Skill and process matter. Movers who routinely handle tight staircases, high-end furniture, and complex logistics tend to have better habits: using proper padding, protecting corners, building stable loads, and communicating clearly when something needs special handling.
If you’re relocating in a high-demand area and want a team that understands careful handling and local logistics, working with experienced movers for Beverly Hills residents can be a helpful benchmark for what “detail-oriented” service should look like—clear communication, careful packing practices, and a plan for protecting floors, walls, and high-value items.
For busier moves—like offices, clinics, studios, or multi-room households with tight timelines—ask how the company handles labeling, inventory, and claims if something goes wrong. The best answer isn’t “it won’t happen,” it’s “here’s our process if it does.”
Handling damage during local moves, long-distance moves, and business relocations
Local moves: damage is often about speed and tight spaces
Local moves can feel simpler, but they often involve multiple trips, quick loading, and lots of navigating through doorways and hallways. Scraped walls, dinged furniture corners, and crushed boxes can happen when the pace is high.
To reduce risk, do a quick “path check” before loading: measure tight turns, remove obstacles, and protect floors with runners if needed. If you notice the crew rushing, it’s okay to calmly ask them to slow down around fragile pieces.
If damage happens on a local move, you may discover it quickly—sometimes the same day. That’s good news for documentation because everything is fresh and the packaging is still available.
Long-distance moves: documentation and timelines become even more important
With long-distance moves, items may be transferred, stored temporarily, or handled by multiple teams. That increases the importance of inventory control and photo documentation at both pickup and delivery.
When you receive delivery, try to do a structured check as items come off the truck. If you can, open boxes that contain high-value or fragile items right away. If that’s not possible, at least photograph the condition of boxes before they’re stacked in your space.
Long-distance contracts often have specific claim windows. Don’t assume you can wait weeks to report issues. If you’re still unpacking, report what you know now and update the claim list as you find additional damage—while staying within the allowed timeframe.
Business relocations: downtime costs money, so plan for triage
In commercial moves, the “damage” isn’t only the item—it’s the interruption. If a key device is broken, you may need a temporary replacement immediately. That’s where triage comes in: identify what must be functional first (network gear, POS systems, printers, phones), then check those items before less critical décor or storage contents.
It’s also smart to stage an “unpack zone” where boxes are opened in an organized way, with a running list of issues. If you’re coordinating a larger move, assign one person to photograph and log damage while another person focuses on setup.
For teams moving within the Los Angeles area, coordinating with reputable local providers—like Pacoima moving services—can help when you need straightforward scheduling, clear communication, and a crew that knows how to handle mixed loads (furniture, equipment, records) without turning delivery day into chaos.
A simple checklist you can follow the moment you spot damage
The quick actions that protect your claim
If you want a practical “do this now” list, here it is. First: stop and preserve the scene. Don’t discard packaging, don’t attempt repairs yet, and don’t separate broken parts from the item without photographing everything.
Second: document thoroughly. Wide shots, close-ups, packaging, labels, and a short video if helpful. Add notes with date/time and where you discovered the issue.
Third: report promptly. Contact the mover with your order details and a clear list of damaged items. Ask for the formal claims process and deadlines, and keep communications in writing.
The follow-up actions that keep things moving
After you submit, stay organized. Create a single folder for all evidence and a simple spreadsheet listing each damaged item, its estimated value, and claim status. This is especially helpful if you discover additional damage while unpacking.
If the mover requests estimates, schedule them quickly and keep receipts. If you must replace something urgently (common in business moves), ask the mover in writing whether you can proceed and what documentation they need.
If you receive a settlement offer, review it against your valuation terms and your documentation. If it’s not reasonable, respond with specifics and additional proof—calmly and clearly.
What “good” looks like after a stressful moving day
A realistic mindset: you’re aiming for resolution, not perfection
It’s completely fair to want everything to arrive exactly as it left. Still, moving is a high-handling event, and even careful teams can have accidents. The goal is to handle those accidents in a way that’s fair and efficient.
When you approach the situation with strong documentation and a clear request, you’re more likely to get a practical outcome: a repair scheduled quickly, a reimbursement processed without endless emails, or a replacement approved based on solid evidence.
And if you’re planning another move in the future, the biggest takeaway is this: the best time to protect yourself is before the first box is taped. A little prep—photos, inventory, clear valuation choices—makes the “what if something breaks?” scenario much less scary.
Turning a bad surprise into a better process next time
If you’ve just dealt with damage, you now have something valuable: firsthand knowledge of where things went wrong. Maybe the issue was rushed packing, unclear labeling, insufficient padding, or not checking items before signing paperwork.
Capture those lessons while they’re fresh. Write down what you’d do differently and what you’d ask a mover before booking again. That way, next time you’re not just hoping for a smoother move—you’re designing one.
And if you’re in the middle of a claim right now, keep it simple: document, report, follow the process, and stay persistent. Most moving damage issues can be resolved—especially when you make it easy for the other side to see what happened and how to fix it.