If something gets damaged during your move, point it out to the crew on the day, take photos, and report it to the removal company in writing as soon as you can. The firm's goods in transit insurance is what then handles the claim, so ask what it covers before moving day.
Nobody wants this conversation, but it is the one people quietly worry about while they watch a van being loaded. Damage is rare when a job is done properly, and it is not impossible.
This is exactly how it works, so you know where you stand before anything is on the van rather than after.
Tell the crew on the day
The single most useful thing you can do is raise it while the crew is still there. It is easier to establish what happened, and often easier to put right on the spot.
Photograph everything
- Photograph valuable and fragile items before they are loaded.
- Photograph any damage in place before it is moved again.
- Keep receipts or valuations for anything genuinely valuable.
Where insurance comes in
Our work is carried out fully insured, with goods in transit cover while your belongings are in our care and public liability cover for damage to property at either address.
That is what turns a bad moment into a process rather than an argument. Report it early, in writing, with photographs.
Where cover has limits
- Items packed by the customer that were not packed securely.
- Pre-existing damage and wear that was already there.
- Self assembly furniture that was never built to be moved twice.
- Cash, jewellery and documents, which should travel with you.
How to make damage unlikely in the first place
- Let us pack the fragile items, or pack them in proper cartons rather than bin bags.
- Tell us about anything valuable or irreplaceable before the day.
- Clear the route, especially stairs and hallways, before the crew arrives.
Common questions
Who pays if the movers break something?
A properly insured remover claims on its goods in transit insurance. We carry goods in transit and public liability insurance.
How quickly should I report damage?
On the day if possible, and in writing with photographs as soon as you can. Early reporting makes everything faster to resolve.
Am I covered if I packed the box myself?
Goods in transit cover applies to our handling, but a box that was not packed securely enough for transport is the one area where customer packing counts against you. If in doubt, let us pack it.
Do you cover damage to the property itself?
Public liability cover deals with damage to property at either address, which is also what letting agents and building managers usually want confirmed.
Who do I speak to about a claim?
Us, directly. You will not be routed through a call centre, because we are a local firm and you already have our number.
Related: Goods in transit insurance explained
Related services
- Removals in Newcastle — Small or large home moves over short or long distances — fully insured.
- Packing Services in Newcastle — Full or part packing with proper materials, so everything is box ready before the van arrives.
- Piano and Specialist Moves in Newcastle — Pianos, safes, antiques and awkward heavy items moved with the right crew and the right kit.
Areas this applies to
- Newcastle — NE1 / NE2 / NE3 / NE4 / NE5 / NE6 / NE7
- South Shields — NE33 / NE34
- Durham — DH1