How to file a moving claim
If something is damaged or missing after your move, call us. Here is the claims process step by step, what to have ready, how coverage affects what you get back, and what happens if we cannot agree.
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Call us, and we will work on it
We value your opinion and want to hear from you. Every effort is made to protect your belongings, and everyone on your moving team is trained in our best practices. If something still goes wrong, please call us on 212-732-1234 and we will work on your claim as soon as possible.
If you're not completely happy, we'll make it right. We don't consider your move done until we've made every effort to satisfy you, our customer.
How a claim is made
- Note it at delivery. All damage and missing items must be noted on the inventory logs, item by item, while the crew is still there. Damage indications have to specify each item damaged at the time of delivery, so look at your things as they come off the truck.
- Call us. Phone 212-732-1234 or 718-689-3200, open Mon-Sun, 9:00am - 9:00pm. Please call us and we will work on your claim as soon as possible. You can also visit the office at 295 Greene Ave Ste 2, Brooklyn, NY 11238.
- Give us the first chance to investigate. Under our terms, the first right to fully investigate and respond in writing with a resolution belongs to us. That applies to damaged or missing goods, and to a charge you think is wrong.
- Put the claim in writing. We are not liable for loss or damage unless the claim is made in writing, supported by proof of ownership, value and weight. The description of the damage has to match the items on the inventory logs.
- Leave the item as it is. We have the right to inspect and repair any alleged damage. Do not repair, throw out or replace the item until we have had the chance to look.
- Settle any outstanding charges. All outstanding money due to Gotham Moving must be paid in full before any claim can be made.
- File within 9 months. Claims must be filed within 9 months of delivery. After that, the claim is refused.
What to have ready
A claim moves faster when the paperwork is in one place. The terms ask for proof of ownership, value and weight, and the rest of this list is simply what makes those easy to show.
The inventory logs
The page where damage or missing items were noted at delivery. Everything in the claim traces back to it.
Proof of ownership
Something that shows the item was yours and what it is. The terms ask for proof of ownership, so gather whatever shows it.
Proof of value
What the item is worth. The value matters because coverage is built on it, as the next section explains.
The weight
Basic coverage pays by weight, so the weight of the item is part of the claim.
Photographs of the damage
Clear, dated photos help us see what happened. Take them before anything is moved or repaired.
A short written description
Which item, which room, what is wrong, and when you noticed. Keep it factual and keep it short.
Your coverage decides what a claim pays
Valuation is the maximum amount you declare as the total value of your property. It works like the “blue-book” value of a car: in a total loss, the most you can recover is that value, however the damage happened.
Basic coverage, $0
Included at no charge. If an article is lost, destroyed or damaged while in our custody, our liability is its actual weight multiplied by $0.60 per pound per article. That is considerably less than the average value of household goods.
Full Value Protection
Available at extra cost, and only if you ask for it before the move begins. For $10,000 of coverage you pay $50, with a $500 deductible. Maximum coverage is $100,000 local and long distance, and $150,000 for Elite White Glove moves.
Third-party insurance
Valuation is not insurance coverage, so we suggest you buy third-party insurance to protect your property. We highly recommend Baker International, and we work with third-party partners for up to $150,000 of protection.
The $0.60 per pound minimum comes from federal rules (49 CFR 375.701), so every shipment always has at least that coverage. The full comparison is on our valuation coverage page.
What is limited or not covered
From our Terms of Service. Most of these are easy to plan around, and our safety page shows how.
Boxes you packed yourself
We cannot control how a box was packed, so on boxes packed by the owner, liability is limited to $0.60 per pound per article.
Particle board, fragile and brittle items
Pressed wood (particle board) furniture and fragile or brittle items such as glass, china and ornaments are limited to $0.60 per pound per article.
The building itself
For property we do not transport, such as walls, floors, ceilings, stairs, banisters, carpets, doorways, driveways and lawns, the terms say we are not liable.
Things we cannot carry
Firearms, jewelry, cash, bank notes, financial instruments, hazardous materials and liquids. We accept no liability for them.
Neutral dispute settlement
Federal rule 49 CFR 375.211 says a mover must have a program in place that gives shippers an arbitration alternative to the courtroom. Arbitration is optional and is not required under federal law. Here is how ours works.
- What it is. Each side presents its case, and a neutral third party, the arbitrator, decides on the merits. The program is designed to give neither side any special advantage.
- How it runs. It is done by written submission and, at the arbitrator’s discretion, by phone. Once the filing fees are paid and the arbitrator is selected, the person making the claim submits a written brief summarizing their position and facts, with all supporting documents attached. Copies go to everyone involved.
- The response. The other side has 30 days to file its own written brief and documents. Any further deadlines are set by the arbitrator.
- The result. The arbitrator’s decision may be final, and an arbitration decision may not be appealed in a court of law. It is based on United States federal law.
- The cost. Each side pays its own expenses, including attorney fees, and 50 percent of the cost of securing the arbitrator. There is a $250 filing fee for each party and a $50 administration fee. It can be less expensive than going to court.
- How to start. Call the office on 212-732-1234 and ask for the processing forms.
Five things that prevent claims
Most problems on moving day trace back to a surprise. Take the surprise out and the move goes the way it was planned.
- Tell your estimator accurately about the number and size of the items, and tell us about any change at least 3 business days before pickup.
- Empty every drawer. Furniture with full drawers is not transported, because of the risk of damage to furniture, walls and floors.
- Have us pack the fragile things. On boxes packed by the owner, liability is limited to $0.60 per pound per article.
- Choose your coverage before the move begins. Full Value Protection cannot be added once the move has started.
- Walk through at delivery and make sure every damaged or missing item is noted on the inventory logs.
Claims, answered
Need to talk to us about a claim?
Call the office and we will work on it as soon as possible (Mon-Sun, 9:00am - 9:00pm).