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If a mover lost or damaged your belongings, send a written claim to the mover (or its identified claims processor) within nine months after delivery for an interstate household-goods move. If the mover overcharged, withheld your property, used deceptive practices or failed to provide required services, file a separate complaint with the Federal Motor Carrier Safety Administration (FMCSA). The complaint can alert regulators, but it does not decide your compensation claim or force a refund.
Claim or complaint: choose the route that matches the problem
These processes address different questions. A claim asks the mover to pay for specific property that is missing or damaged. A complaint tells FMCSA that an interstate mover or broker may have violated federal requirements. You can use both routes for the same move, but one does not replace the other.
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| Route | Where it goes | What it is for | What to expect |
|---|---|---|---|
| Loss or damage claim | The mover or its identified claims processor | Payment for listed belongings that are missing or damaged | The mover evaluates the documentation, valuation selection and contract terms |
| FMCSA complaint | Federal Motor Carrier Safety Administration | Reporting potentially improper conduct by an interstate mover, broker or auto transporter | FMCSA may use the information for contact, investigation or enforcement; it does not adjudicate your individual payment claim |
For an intrastate move—one that begins and ends in the same state—the federal interstate process may not apply. State, county or local consumer-affairs rules can set a different deadline, regulator and dispute procedure.
First, preserve the facts while they are easy to prove
Stop altering or discarding damaged property until you have documented it. Create one working file, paper or digital, for the shipment. Organize it before you contact the mover so your description is consistent in every message.
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- The signed bill of lading, estimate, inventory and delivery paperwork.
- The valuation or protection option you selected and any signed declarations about high-value items.
- A room-by-room list of every missing article and every damaged article, with identifying details such as brand, model, color, size and serial number when available.
- Clear photographs of each damaged item, its packaging and the surrounding damage. FMCSA recommends before-loading and after-unloading photographs when you have them.
- Replacement-cost information for each item, such as current retailer listings, repair estimates or receipts. Keep the documents that support each amount.
- Emails, text messages, call notes, mover notices, payment records and any written promises about pickup, delivery or services.
- The mover’s legal name, contact information and, if available, its U.S. Department of Transportation (DOT) or motor-carrier (MC) number.
FMCSA specifically points to item lists, photographs, replacement-cost information and supporting claim documents. The broader file above is a practical evidence set, not a statement that every item is a formal federal filing requirement.
How to file a loss or damage claim
For an interstate household-goods shipment, the federal consumer guidance gives you nine months from the delivery date to submit a written claim. Do not wait for a final repair estimate if the deadline is approaching; send a timely, clear claim and add supporting material as it becomes available.
1. Notify the mover and build an itemized inventory
Contact the mover’s claims department or the claims processor identified in your paperwork. State that you are making a claim for loss or damage, identify the shipment and delivery date, and list each item separately. “Several boxes damaged” is harder to evaluate than numbered entries such as “box 14, ceramic dinner set, four plates broken.” Include the condition you observed and the amount you seek for replacement or repair when you can support it.
2. Photograph damage and preserve the packaging
Take wide photographs that show where the item was found and close photographs that show the break, dent, tear or water damage. Photograph labels, serial numbers and crushed cartons. If you took loading photographs, keep the original files and their dates. Do not throw away packing materials until the mover has had a reasonable opportunity to inspect them, unless a safety issue requires disposal.
3. Calculate and document the amount
For a missing item, gather a current replacement price and evidence that the item was in the shipment. For a repairable item, obtain a written repair estimate. Explain whether the amount is for repair or replacement and identify any comparable item used to establish the price. Keep receipts, estimates and retailer pages with your claim file.
4. Send a written claim within nine months
FMCSA says the claim does not have to be on the mover’s form, although you may request and use that form. Your letter or electronic submission should identify you, the shipment, delivery date, each item, the nature of the loss or damage and the payment requested. Attach copies—not irreplaceable originals—of photographs and supporting records. Keep a complete copy of everything you send.
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Send the claim in a way that records delivery. FMCSA suggests certified mail; an equivalent service that produces reliable delivery evidence can also help you prove when the mover received the claim. Save the receipt, tracking history and any confirmation email.
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The nine-month period is your submission deadline. It is not the period in which the mover must finish the claim. FMCSA’s consumer resource says the mover has 30 days to acknowledge receipt and 120 days to decide whether it will offer a settlement. If the acknowledgment does not arrive, follow up in writing and retain the follow-up. If the mover requests more information, answer in writing and note what you supplied and when.
Valuation determines how the mover may calculate payment
For an interstate move, the mover must offer Full Value Protection and Released Value options. Your signed selection in the move documents affects the evaluation of a claim. Read the valuation section of the bill of lading and related paperwork before assuming that a purchase price will be reimbursed.
| Option | How it affects the claim | What the federal guidance establishes |
|---|---|---|
| Full Value Protection | The mover’s protection terms govern the remedy for covered loss or damage, subject to the contract and any declared-value or deductible provisions | The mover must offer this option; the exact terms are in the shipment documents |
| Released Value | Payment can be based on the article’s weight rather than its purchase price | FMCSA guidance last updated in 2024 describes the amount as 60 cents per pound per article |
Released Value can produce a much smaller payment than replacement cost. For example, a 10-pound item would yield a weight-based amount of $6 under the cited 60-cents-per-pound figure, regardless of whether the item originally cost more. That illustration explains the calculation; your contract and the selected option control the actual evaluation.
Do not infer your valuation selection from a sales conversation alone. Use the signed paperwork, including any separate high-value inventory or declared-value form. If the mover’s response applies the wrong option, point to the document and ask for a written correction.
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What to do when the mover’s answer is incomplete or disputed
Ask for a written explanation
Request the basis for any denial, reduction or partial settlement. Ask the mover to identify the valuation provision, weight calculation, depreciation method, deductible or exclusion it used. Respond with a numbered explanation tied to your inventory and evidence rather than sending an unstructured argument.
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Use the mover’s dispute-settlement program
Interstate movers must provide information about a dispute-settlement program. Review the program’s filing instructions, fees, deadlines and types of disputes it accepts. Keep proof of submission and copies of every exhibit. A settlement offer is not automatically the correct amount; compare it with the signed valuation selection and the documented condition and value of each item.
Consider arbitration or court
FMCSA identifies arbitration or legal action as possible next steps when direct resolution fails. For a claim of $10,000 or less, the mover must agree to arbitration. For a claim above $10,000, the mover may decline arbitration. Whether arbitration or a court case is sensible depends on the evidence, amount at issue, applicable law, filing costs, time and the mover’s program terms. Obtain location-specific legal advice if the amount or facts justify it.
How to file an FMCSA complaint
Use FMCSA’s online complaint channel or call 1-888-368-7238 during the agency’s posted weekday hours. FMCSA identifies complaints involving interstate movers, brokers and auto transporters. Examples include a deceptive estimate, withholding belongings while demanding substantially more money than quoted, failure to provide required documents or failure to provide agreed services.
Information to include
- Your name and contact information.
- The mover’s or broker’s legal and trade name, phone number, address and DOT or MC number if available.
- The shipment’s origin, destination, pickup date and delivery date.
- A short chronological narrative: what was promised, what occurred, when you contacted the company and how it responded.
- The documents that support the account, including the estimate, bill of lading, invoices, messages, photographs and delivery records.
Write the narrative so an investigator can identify the alleged conduct without guessing. Separate facts you observed from conclusions. State the amount you paid and any amount demanded, but remember that the complaint is not the vehicle for obtaining a compensation award.
What happens after submission
FMCSA treats a complaint as information for its complaint and enforcement processes. The agency may contact you for additional information if further action is appropriate. It does not act as your claims adjuster, decide how much your belongings were worth or order the mover to pay an individual claim. Continue pursuing the written claim with the mover even after filing the complaint.
If you believe the conduct involved fraud, consult FMCSA’s guidance on reporting matters to the U.S. Department of Transportation Inspector General. That reporting path is separate from both your claim and the FMCSA complaint process.
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Choosing among negotiation, arbitration and court
| Route | Best fit | Key constraint | Prepare |
|---|---|---|---|
| Direct negotiation | A documented dispute where the mover is still communicating | There is no guaranteed agreement or payment | Itemized inventory, valuation documents, receipts, photographs and a specific settlement request |
| Dispute-settlement program or arbitration | A claim that remains unresolved after the mover’s review | The mover must agree to arbitration for claims of $10,000 or less and may decline above $10,000 | Read the program rules, fees, evidence requirements and decision process before filing |
| Court action | A substantial dispute where the evidence and potential recovery justify legal costs and time | Jurisdiction, limitation periods, procedure and contract terms vary | Organized records and advice about the applicable state and federal law |
Do not let an agency complaint substitute for a court or arbitration deadline. The dates that govern those proceedings come from the contract, program rules and applicable law.
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Interstate and intrastate moves follow different frameworks
The nine-month claim guidance, federal valuation framework and FMCSA complaint channel described here concern interstate household-goods moves. An intrastate move stays within one state and may be regulated by that state’s transportation or consumer-protection agency, a county or a local authority. The correct claim deadline, forms, valuation rules and complaint office cannot be identified without the state and sometimes the locality.
For an intrastate dispute, identify the pickup and delivery states first. Then check the state, county or local consumer-affairs agency or moving association for the regulator and deadline. Do not import the nine-month federal period into a purely intrastate move unless the applicable local rule or contract adopts it.
Use the paperwork you received before the move
FMCSA says movers and brokers must provide the booklet Your Rights and Responsibilities When You Move before an interstate move. Use that booklet with your estimate, bill of lading, inventory, valuation forms and delivery documents. The contract can define declared value, deductibles, exclusions, inspection procedures and dispute steps that affect the result.
If you cannot find a document, ask the mover for a copy in writing and record the request. A missing document does not remove the need to meet the claim deadline; send the written claim with the information you have and supplement it later.
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Some boxes are missing at delivery
Mark the missing cartons on the delivery paperwork if possible, then compare the delivered inventory with your original list. Ask the mover to search and provide a written status. Include each missing carton and its contents in the claim, with receipts or replacement-cost evidence for the contents.
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Furniture is scratched or broken
Photograph the item, protective wrap and any impact marks. Obtain a repair estimate when repair is practical; otherwise document replacement cost. Identify whether the damage was visible at delivery or discovered during unpacking and explain when you found it.
The mover demands more money and will not release belongings
Keep the estimate, invoices, payment confirmations and messages showing what was quoted and demanded. This conduct can be described in an FMCSA complaint when the move is interstate. A complaint still does not determine the amount you owe or guarantee release or reimbursement, so obtain legal advice promptly if property is being withheld.
The mover never provided agreed services
List the promised service, the date it was supposed to occur, what actually happened and any cost you incurred to address the failure. This may support an FMCSA complaint for an interstate move. A payment claim still depends on the contract, evidence and the remedy available under applicable law.
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- Confirm whether the shipment crossed a state line.
- Write down the delivery date and calculate the nine-month interstate claim deadline.
- Number every missing or damaged item.
- Photograph damage, labels, packaging and relevant paperwork.
- Collect replacement-cost or repair evidence.
- Locate the signed valuation selection and bill of lading.
- Send the written claim to the mover or identified claims processor and retain delivery proof.
- Record the 30-day acknowledgment and 120-day settlement-decision periods described in FMCSA consumer guidance.
- File a separate FMCSA complaint if the issue involves potentially improper interstate conduct.
- Review the mover’s dispute-settlement information before choosing negotiation, arbitration or court.
- For an intrastate move, identify the state or local regulator before relying on a federal deadline.
What a successful record looks like
A strong file lets a stranger follow the shipment from contract to delivery to loss. Keep the original estimate and valuation selection next to the inventory. Place each photograph, receipt and repair estimate beside the corresponding numbered item. Save proof that the claim was delivered and a dated log of every response. This organization will help the mover, an arbitrator, a court or a regulator understand the same facts without having to reconstruct them from scattered messages.
Frequently Asked Questions
Can I file an FMCSA complaint and a damage claim at the same time?
Yes. Send the written loss or damage claim to the mover and file the FMCSA complaint separately when the move and conduct fall within FMCSA’s interstate jurisdiction. The two filings serve different purposes.
What if I discover damage after the driver has left?
Document it immediately with photographs and an itemized description, preserve the packaging, and include it in the written claim. The federal interstate claim deadline is measured from delivery, not from the day you first notice a hidden defect.
Do I need the mover’s claim form?
No. FMCSA says an interstate written claim does not have to use the mover’s form, although you may request one. Use a format that clearly identifies the shipment, each item and the amount requested.
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Submit the after-unloading photographs and other evidence you do have, such as the inventory, delivery record, receipts and repair estimates. Before-loading images are recommended when available, not a reason to delay a timely claim.
Does the nine-month deadline apply to a move within one state?
Not automatically. The cited nine-month period is federal guidance for interstate household-goods claims. An intrastate move may have a different state or local deadline.
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