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Claim Processing

Of course the goal through experience, care, and training is to never damage anything we touch. Unfortunately, accidents happen and they need to be treated quickly and respectfully. We have yet to find a way to describe the mandated claims process better than excerpts from the Texas Rights and Responsibilities guide.

Mover’s Liability
All licensed movers have a standard liability of 60 cents per pound article. For example, if a 50–pound television is damaged as a result of a move, the mover is only required to reimburse you $30 (50 lbs. X 0.60 = $30). Some movers will assume a higher level of liability, however, it must be agreed upon by both parties and additional fees may be assessed by the mover. Keep in mind that the mover’s limits are not the same as insurance. You, as the shipper, can obtain additional insurance to protect your items.


Insurance
Some movers may offer to sell you transit insurance, which helps cover loss or damage to your goods, or you can purchase this type of policy from a separate insurance company. Your mover is required to provide you with a copy of the policy and any other appropriate evidence of insurance purchased. Transit insurance is not regulated by TxDMV or the Texas Department of Insurance (TDI), so be sure to carefully read the policy to fully understand your coverage and any deductibles.

Claims
If you have any disputes about charges, or loss or damage to your goods, you need to file a written claim with the mover within 90 days of the delivery date and must include enough information for the mover to investigate your claim along with any specific monetary amounts requested or other solutions you are seeking. Your mover has 20 days to respond acknowledging your claim and has 90 days to pay, deny or make a settlement offer. If your claim involves damaged goods, you should preserve the containers and the damaged goods. The mover has the right to inspect any containers or damaged goods within 30 days of receiving your claim.


Important: If your mover does not receive the claim within 90 days of delivery, your claim can be denied.