When we book packers and movers, we ask about their charges, how they will pack our things and when the delivery will arrive. But there’s another question we should ask them: what will they do if something gets damaged or goes missing?
It’s better to discuss this before the move. And if you’re reading this because something has already gone wrong, let’s go through how to raise a packers and movers damage claim, what you’ll need to show the company and what you can do if you don’t get a proper response.
Check the damage before the delivery team leaves
After a long moving day, you may want to sign the papers and leave the unpacking for tomorrow. But if something looks wrong, check it with the team while they are there.
- First, check the item and its packaging. Look at any wet, torn or crushed cartons, and open the affected ones with the team where practical. Also check fragile items and visible furniture surfaces. Having every carton inside the house doesn’t tell you whether everything inside it is fine.
- Then take photos that identify the damage. Take a wider photo showing the item and its carton number, followed by close-ups of the broken or damaged part. Photograph the packaging too. If you took photos before the move, keep those for comparison.
- After that, write down what you found. Add the damage or shortage to the delivery record and ask the team to acknowledge it. For example, 'TV screen cracked, carton 8' is easier to understand than 'some goods damaged.' Keep a copy of the record.
If the team does not acknowledge the problem, send the details and photos to the company in writing straight away. Keep that conversation as well.
Read the receipt before signing. If you have only counted the cartons, make sure it describes that check accurately. You should not confirm that an unopened item was inspected and found undamaged.
BOXnMOVE’s moving terms ask customers to check the listed items before loading and after unloading, and to check the empty truck before the team leaves.
If something is missing, match it with the inventory
Start with the list used during loading. If something is really missing then, match the carton numbers and the separately listed items, such as your bed, fridge or washing machine, with what has arrived.
Suppose carton 12 is in the inventory, but you cannot find it. First go through the unloading area and the truck with the team. If the carton is still missing then note down its number and then whatever contents were listed against it. This gives the mover something specific to trace.
Now suppose all the cartons arrived, but a mixer is missing. Check where it was recorded and look in the relevant kitchen cartons. The carton count alone won’t settle a question about the contents.
Our guide to house shifting mistakes explains how inventory and photo records help with these checks.
Ask the mover to check any storage or transfer points used on your trip, where relevant. Also ask for written confirmation of the shortage. If your insurer requires a shortage certificate from the carrier, request that document.
Report the problem to the mover in writing
Call the company if you need an immediate response, then send the details through its written contact channel. This records what you reported and when.
If you’re filing a damage claim with the packers and movers, put in your booking or consignment number, the delivery date, and which items got damaged. Write a short note on what happened and attach the photos plus any remarks from the delivery.
Also mention what you need from them. Maybe just say what you need - whether it’s tracking the missing carton or looking at the damaged item, or to just get a reply on the repair costs.
Ask who will handle the complaint and keep any reference number they give you. If you have booked your move with BOXnMOVE, contact the team with these details so they can identify your booking.
Found the damage after unpacking?
You may discover broken crockery only when opening a kitchen carton later that evening. Report it as soon as you find it and explain when you opened the box.
Photograph the item and the available packaging, and keep the original delivery paperwork. Explain what you checked when the goods arrived and what you could only see after unpacking.
Check the reporting requirements in your booking agreement and insurance policy promptly. The deadline needs to come from those documents.
Check who will handle the claim
There may be two teams to follow up with here: the mover and the insurance company.
Ask the mover how it plans to look into the problem. Explain who packed the item and what handling you booked. If you disagree with its answer, ask for a written explanation so you can compare it with your booking records.
If insurance was arranged, contact the insurer too. If the mover arranged the cover and you don’t know whom to contact, ask for the policy or certificate. Check whose name it is in and who can submit the claim.
Ask the insurer what to send and whether it needs to inspect the item. Keep the claim reference, even if the mover is helping you. That way, you know the insurer has received the report.
Also explain where the damage happened, if you know. An appliance getting dented while being carried upstairs needs to be checked against cover for that handling.
If you need help understanding cover and deductions, this policy guidance explains the basics. Your own policy tells you what applies to your move.
Keep these documents together
Once you start reporting the problem, you may be asked for papers that are spread across email, WhatsApp and a folder at home. Put copies together so you can send the relevant records without searching each time.
| Document or record | What it helps show |
|---|---|
| Booking confirmation, quotation, invoice and payment proof | What you booked, what was agreed and what you paid |
| Signed inventory and consignment or loading record | Which goods were recorded for transport |
| Delivery receipt with remarks, and a damage or shortage certificate where required | What was reported at delivery |
| Before-and-after photos, videos and written conversations | The item’s condition and when you reported the problem |
| Insurance policy or certificate, claim form and claim reference | The cover and insurance claim, where applicable |
| Purchase proof, declared-value record and a requested repair estimate | The item’s value and the loss you are claiming |
Ask the insurer for its exact requirements. Some of these records help with the mover complaint as well; others belong to the insurance claim.
If you cannot find an old purchase bill, report the problem and ask what other proof the insurer can accept. Keep looking for the bill, but don’t delay the first report while searching for it.
For more on keeping digital invoices, delivery records and photos, see our guide to moving documents and privacy.
What happens after you submit your claim?
Your packer and mover may need to check with the delivery team or trace a missing carton first if you submit the claim. For an insured loss, the insurer may arrange a survey or inspection to understand the damage.
Keep the affected item and available packaging for that inspection. The way it was packed may also be looked at. Our packing mistakes guide explains what can go wrong with cartons, fragile items, electronics and furniture.
It is understandable to want a broken appliance repaired quickly. Before arranging the repair or throwing anything away, make sure to ask the insurer what it needs to inspect. If you must move something to keep people safe or prevent further damage, record what you did and keep the available evidence with yourself.
How will the amount be worked out?
Buying an item for a certain amount doesn’t mean that the claim will automatically be paid at that amount. The insurer will check the damage and the policy’s way of valuing the loss first.
For example, a repairable item may be assessed on the repair needed. The policy may also have limits or a deduction that you have to bear yourself.
Always ask how any proposed amount was calculated. If the mover offers a repair or payment, make sure that you understand what accepting it would settle. Where an insurance claim is also involved, check with the insurer before signing a full and final settlement with the mover, as this could affect recovery from the mover.
If your claim is rejected then ask for the reason in writing and the policy or agreement provision being relied on to you. You can then check that explanation against your documents.
Where can you complain if it remains unresolved?
For a complaint about the moving service
For something like this, follow up with the company’s complaint contact and be sure to include the report you already sent. Explain what is still unresolved and the response you are trying to seek.
You can also call 1915 or you can register the grievance with the National Consumer Helpline. The helpline takes up the issue with the company.
A case before a Consumer Commission is a separate process. If you choose to take that step then e-Jagriti provides online filing. Read its instructions and then gather the required documents.
For a complaint about the insurer
For complaining about the insurer, first write to the insurer’s grievance officer and don’t forget to keep the acknowledgement. Explain what you disagree with, such as the reason for rejection or the amount offered.
If that remains unresolved or the response is unsatisfactory according to you then Bima Bharosa lets you register and track an insurance complaint.
You may also be able to take an unresolved insurance dispute to the Insurance Ombudsman. Check whether your case qualifies before filing it, especially if the same dispute is already presented before a court or Consumer Commission.
FAQs
1. Can I sign the delivery receipt and report the damage later?
Absolutely, you can report the damage after you sign for the receipt. Make sure to tell the mover when you found it and also to share the evidence, including what you checked at delivery.
2. Can I raise a complaint without transit insurance?
Yes, certainly you can raise a complaint with the mover about damaged or missing goods. Explain the problem to them and then share your booking records and ask them for a written response.
3. What if I don’t have the purchase bill for the damaged item?
If you don’t purchase a bill for the damaged item then make sure to ask the insurer what other proof it can accept for that item. Report the damage promptly while you look for the bill or the other purchase records.
4. How soon should I report a packers and movers damage claim?
If it’s about reporting damage claims, then the best thing is to report it as soon as you notice the damage or missing item. Check your booking terms and insurance policy for reporting deadlines.
5. Do I need to file an FIR for damaged or missing goods?
See, a broken item doesn’t usually mean you need an FIR. If you really suspect theft, be certain to report it to the police and also to check which documents the insurer needs.
