Something arrived broken or did not arrive: how a moving damage claim works in Texas

Do these four things first

Note any visible damage or missing items on the delivery paperwork before you sign, keep the damaged item and its packaging exactly as they are, photograph everything, and send the mover a written claim as soon as you can. For a move within Texas, the Texas Department of Motor Vehicles says the written claim must reach the mover within 90 days of delivery. For a move between states, the federal regulator gives you nine months. Acting in the first few days makes every later step easier.

We at IMS Relocation follow up after every move, and if something is not right, we want to hear about it and put it right. Most moves go without a scratch, but in decades of moving households around Dallas–Fort Worth we have learned that when something does go wrong, the customers who get the fastest resolution are the ones who documented it calmly on day one. This is general information about how the process works, not legal advice.

On delivery day, before you sign anything

Be at the new home, or have someone you trust there, when the truck is unloaded. Check furniture as it comes off the truck and compare items against the inventory if one was prepared. TxDMV notes that inventories are often used in the claims process and advises noting obvious loss or damage on the inventory at the time of delivery.

Read the delivery document before you sign it. In Texas, the mover must give you a completed copy of the moving services contract signed by both of you at delivery, and TxDMV says your signature only confirms delivery; damage notations should go on the document before you sign. On interstate moves, the federal regulator warns against signing a delivery receipt that contains language releasing the mover from liability, and says to strike that language out.

• Walk the crew through each room as items come in
• Check the specialty pieces and furniture first
• Write visible damage and missing items on the paperwork
• Do not sign anything with release language without striking it
• Keep your copy of every document

Damage you find later, inside the boxes

Much damage is found days later when boxes are unpacked: a cracked plate, a broken lamp base, a scratched picture frame. That is normal, and it can still be claimed within the deadline. Unpack fragile boxes first, with the box intact, so you can show how the item was packed if needed.

Keep the evidence. TxDMV advises that if your claim involves damaged goods, you should keep the containers and the damaged goods, and that the mover has the right to inspect them within 30 days of receiving your claim. Do not throw out a broken item or the box it came in, and do not have it repaired before the mover has had the chance to look, unless you agree on that in writing.

• Photograph the item, the damage and the box it came in
• Note the box number or inventory tag if there is one
• Keep the item and all packaging until the claim is settled
• Gather receipts, appraisals or replacement quotes
• Write down when and where you found the damage

Call the mover before the paperwork piles up

Before you draft a formal claim, call your coordinator or the mover's office and tell them what you found. A good mover wants to know right away, and an early call often makes the rest of the process faster. With us, the request is simple: inspect your items, document any damage with photos and notes, and let us know as soon as possible. We then walk you through the claims process based on the protection level you chose.

That call does not replace the written claim. Follow up in writing, by email or letter, so there is a dated record that the mover received your claim within the deadline. Keep a simple log of who you spoke to and when. If the conversation leads to a repair, replacement or payment you are happy with, get the agreement in writing too.

Stay calm and specific. The person on the phone is far more able to help when you can describe each item, the damage and the box or inventory number than when the call is about the move in general.

Filing the claim: what Texas requires

For moves that stay within the state, TxDMV's consumer guide sets out the timeline. You file a written claim with the mover within 90 days of the delivery date, with enough information for the mover to investigate and the specific dollar amount or other solution you are asking for. The mover then has 23 days to acknowledge your claim and 90 days to pay it, deny it or make a settlement offer. TxDMV is clear that a claim the mover does not receive within 90 days of delivery can be denied.

Keep the claim factual. List each item, describe the damage, attach photos, give the replacement or repair cost and reference your contract and protection level. A clear, organized claim is easier for any mover to process quickly, including us. When something is damaged, we guide customers through the claims process based on the coverage they chose.

Interstate moves follow federal rules

If your move crossed state lines, the federal rules apply rather than the Texas ones. The Federal Motor Carrier Safety Administration says you have nine months from the date of delivery to file a written claim with your mover. That is a long window, but evidence and memories fade, so report damage as soon as you find it.

The same agency lists actions that can limit what the mover owes you: packing hazardous or perishable items without telling the mover, packing your own boxes, choosing released value for goods worth more than 60 cents per pound, not listing items of extraordinary value in writing, signing a receipt with release language and reporting damage late. If any of those apply to your move, expect them to come up in the claim.

What the claim can pay depends on choices made at the estimate

The amount a claim pays is set largely by the protection level you chose before the move. Under a released value limit of 60 cents per pound per item, the payment is based on weight, not value; TxDMV's example is a 50-pound television reimbursed at 30 dollars. Under full value protection, the mover is responsible for the replacement value of lost or damaged goods, subject to the terms and any deductible you agreed to. For moves within Texas, the liability you and the mover agreed in writing governs.

If you bought separate insurance or are relying on your homeowners or renters policy, contact that insurer too, because its process and deadlines are separate from the mover's. Our guide on full value protection and released value explains how these choices work, and it is worth reading before your next move.

If the mover's answer does not satisfy you

For moves within Texas, TxDMV offers mediation for disputes over fees or damage to household goods, and it coordinates that mediation at no cost to the shipper. According to TxDMV, the written request must reach the agency within 35 days after the mover responds with an offer you find unsatisfactory or a denial, or if you have had no response 90 days after filing your claim. Mediation may be held by phone, in writing or in person in Austin. If it does not resolve the dispute, you may take the claim to court at your own expense.

You can also file a complaint with TxDMV online or by calling 1-888-368-4689 if you believe a mover is not following state rules. For interstate moves, complaints go to the Federal Motor Carrier Safety Administration. Keep copies of every document and message, because an investigator may ask for them.

• Written claim to the mover within 90 days of delivery
• Mover acknowledges within 23 days
• Mover pays, denies or offers within 90 days
• Mediation request to TxDMV within 35 days of an unsatisfactory answer
• Or within 35 days after 90 days pass with no response

Lost items and missing boxes

A missing box is often a misplaced box. Before filing, check the garage, closets and any storage area at the new home, and compare the box numbers you received against your list. Ask the mover to check the truck and, if the goods were stored, the warehouse location. In our experience, most boxes reported missing turn up within the first few days.

If something is truly lost, the claim process is the same as for damage: put it in writing within the deadline, with a description, the inventory number if there is one and evidence of its value. This is where a numbered inventory and photographs taken before the move pay off, because you can show exactly what was handed over.

Setting up your next move so a claim is rarely needed

The best claim is the one you never file. Before your next move, choose a licensed mover that sees your home before pricing it, and make the protection decision at the estimate rather than on moving morning. Let the crew pack the fragile and valuable items, since the federal regulator notes that self-packed boxes can make damage harder to claim; our guide on packing yourself versus having the movers pack shows where to draw the line.

Photograph valuable pieces before the move, list anything of high value on the paperwork and keep small valuables with you. Our guide on checking a Texas moving company covers the questions to ask before you sign. If you are planning a move in or out of Dallas and want to talk through protection and packing before you commit, an estimate costs nothing and puts every one of these answers in writing.

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