What to Do if Your Belongings Break During a Move
Moving day is a whirlwind of organised chaos. You watch as your life is carefully packed into a truck, trusting that it will all arrive safely at your new home. So, what happens when you unpack a box and discover your favourite vase is in pieces, or there's a giant scratch down the side of your new fridge?
Discovering damage is gut-wrenching, but don't panic. There is a clear process to follow. Acting quickly and methodically is the key to resolving the issue and getting fair compensation. This guide will walk you through the exact steps to take, from the moment you spot the damage to escalating a claim if you need to.
The Immediate First Steps: Your Golden Hour Checklist
What you do in the first few moments and hours after discovering damage can significantly impact the outcome of your claim.
1. Stop and Document Everything
Before you do anything else, grab your phone. Take clear, well-lit photos and videos of the damage from multiple angles.
- The Damaged Item: Capture the crack, dent, or break up close.
- The Surrounding Area: Show the item in the context of the room.
- The Packaging: Take photos of the box it was in and any packing materials. This can be crucial evidence to show whether the item was packed correctly or if the box itself was crushed or dropped.
2. Do Not Sign the Delivery Docket Unconditionally
When the professional removalists finish unloading, they will ask you to sign a delivery docket or "bill of lading." This document confirms that the job is complete. If you've found damage, do not sign it without making a note. Write a clear description of the damaged items directly on the paperwork before you sign. For example: "Large scratch on fridge door," or "Box labelled 'Fragile Kitchen' crushed, contents damaged." Signing a clean docket can be interpreted as you accepting everything in good condition.
3. Notify the Removal Company Immediately
Don't wait a week. As soon as you discover the damage, contact the removal company. A phone call is a good start, but you must follow it up in writing. Send a formal email that includes:
- Your name, job number, and moving dates.
- A clear description of the damaged item(s).
- The photos and videos you took as attachments.
- A statement that you are initiating a claim as per your moving agreement.
This creates a written record with a timestamp, which is essential.
4. Don't Throw Anything Away
Keep the broken item, the box it came in, and all the packing material. The removal company or their insurance provider may need to inspect the damage as part of the claims process. Throwing it out could jeopardise your claim.
Understanding Your Rights and the Claims Process
Once you've completed the immediate steps, it's time to navigate the formal claims process. This is where your moving contract and insurance policy become critical.
Did You Hire a Professional Removalist?
If you used a professional moving company, your first point of reference is the contract you signed. It will outline their liability for loss or damage.
Look for a company that is a member of the Australian Furniture Removers Association (AFRA). AFRA members are held to a high standard and must have public liability and transit insurance. They also offer a dispute resolution service, which can be invaluable if you run into problems.
The Crucial Role of Moving Insurance
This is the most common point of confusion. There are two types of cover to be aware of:
The Removalist's Carrier Liability: This is the basic liability cover the removal company holds. It is often limited and may only cover damage caused by their direct negligence (e.g., dropping a box). It may not cover unforeseen events like a road accident.
Comprehensive Moving Insurance: This is a separate policy you take out to cover your goods in transit. You can often arrange this through your removalist, or a specialised third-party insurer. This provides much broader protection for accidental loss and damage.
Check your own Home and Contents Insurance Policy. Some policies cover your belongings while they are in transit, so it's always worth a call to your insurer to check.
What to Do If Your Move Was a DIY Job
If you moved yourself by hiring a ute or a truck, the responsibility unfortunately falls on you. You can check your home and contents insurance policy, but many do not cover DIY moves. If damage occurred due to a vehicle accident and you hired the vehicle, check the insurance policy you signed with the rental company.
How to Formally Lodge Your Claim
- Review Your Contract and Insurance Policy: Understand the claim time limits. Most companies require a claim to be lodged within 7 days of the move.
- Gather Your Evidence: Collate your photos, the original inventory list (if you made one), and any receipts or proof of value for the damaged item.
- Get Quotes: For a damaged item, you may need to get one or two quotes for its repair. If the item is broken beyond repair, find a quote for a like-for-like replacement.
- Submit the Claim: Follow the procedure outlined by your removalist or insurance provider. This usually involves filling out a claim form and submitting all your evidence.
Be polite but persistent. Follow up with a phone call a few days after submitting your claim to ensure it has been received. Keep a record of every conversation, including the date, time, and the name of the person you spoke to.
What to Do If Your Claim is Rejected or Ignored
If the removal company is uncooperative, you have options.
- AFRA Tribunal: If your removalist is an AFRA member, you can lodge a dispute through their tribunal service.
- State Consumer Protection Agency: You can lodge a formal complaint with your state's consumer body, such as NSW Fair Trading, Consumer Affairs Victoria, or WA Consumer Protection. They can provide advice and help mediate the dispute.
- Small Claims Tribunal: As a last resort for significant claims, you can take the matter to your state's small claims tribunal (e.g., NCAT in NSW, VCAT in VIC).
Frequently Asked Questions (FAQ)
Q: Do I still have to pay the removalist's bill if they broke something?
A: Yes. The moving service and the damage claim are considered two separate issues. You are legally obligated to pay for the service that was rendered. Withholding payment can complicate your claim and may lead to legal action from the removal company. Pay the bill, but state in writing that you are paying under protest while your damage claim is being processed.
Q: What if they broke something inside a box I packed myself?
A: This is known as "Packed By Owner" (PBO). It can be difficult to claim for these items unless you can prove the box itself was clearly damaged due to mishandling by the removalist (e.g., it was crushed or dropped). This is why documenting the condition of the box is so important.
Q: How can I prevent this from happening on my next move?
A: Prevention is always the best strategy.
- Choose an accredited AFRA removalist.
- Always take out comprehensive moving insurance.
- Create a detailed inventory of your valuable items, taking "before" photos.
- Use high-quality packing materials and clearly label all fragile boxes.
- Be present when the removalists are loading and unloading valuable items.
Discovering broken belongings is disheartening, but by following a clear and logical process, you give yourself the best possible chance of a fair and positive outcome. Stay calm, document everything, and know your rights.