Insurance & Liability
Who Is Responsible If Something Gets Damaged?
A question many feel awkward asking, and many companies dodge. We answer it clearly here — what we guarantee, how to file a claim and what no insurance covers.
📌 First of all: ask before you book
Coverage details, limits and exclusions are set out in the service contract and coverage document for each shipment. Ask for them in writing before you agree — from us and from any other company.
Three levels of protection
Protection isn’t just an insurance policy — it starts long before that:
Proper packing, careful loading and strapping — these matter more than any policy, because the best compensation is the one you never need. Most damage is caused by poor packing, not accidents.
Documenting the furniture’s condition before the move and a delivery report at handover. Without documentation, any claim becomes your word against theirs — that’s why we document and give you a copy.
Coverage for shipments, with its limits and terms explained in the quote. High-value shipments may need extended coverage — tell us your shipment’s value so we can recommend the right option.
Your role in protecting your furniture
- Photograph your furniture before the move — valuable and fragile items from every angle, with a clear date.
- Tell us about high-value items — antiques, paintings and expensive devices, so we can prepare special protection.
- Carry irreplaceable items yourself — jewelry, documents and sentimental belongings.
- Check before signing — and record any remark on the delivery report; signing with no remarks means acceptance.
- Tell us immediately if you find damage — delays weaken any claim.
How do you file a claim?
Before signing — this is the most important step of all.
Close-up and wide photos showing the whole item and the damaged spot.
With the order number, the photos and a description of what happened.
We review the documentation and the report and agree with you on a solution — repair or compensation, depending on the case and the coverage terms.
What no insurance covers — honestly
These are standard exclusions in this industry worldwide, and we tell you about them in advance rather than letting you discover them at claim time:
- Items packed by the customer — if the damage was caused by the packing, not the move
- Pre-existing defects — an earlier scratch or break not recorded before the move
- Normal wear and tear — fading or wear unrelated to the move
- Inherently very fragile items — such as old glass antiques, unless special coverage is agreed
- Jewelry, cash and documents — they aren’t shipped at all and stay with you
- Damage not recorded on the delivery report and reported long afterwards
Straight answers
Ask about coverage before you book
We set out the coverage limits and terms in writing in the quote — no ambiguity and no absolute promises.