A claim is a document, not a phone call
When a move ends with a broken dresser, a missing box or a bill far above the quote, the first impulse is to call the company and argue. A call can help, but a written claim gives the mover something specific to read, check and answer.
Secure what you already have
Before anything is thrown out, cleaned up or repaired:
- photograph each damaged item, the box it came in and the packing around it, from more than one angle;
- keep the damaged item and its packing material, since the mover may ask to inspect them;
- find your copy of the delivery receipt or bill of lading, and look at what was written on it when you signed;
- collect the written quote, the agreement, any inventory the crew made, and every text and email with the company;
- write down the names of the crew lead and anyone you spoke with at the office.
If you are missing any of the company's paperwork, ask for copies in writing now.
Who actually carried your things?
The name on your quote and the name on the truck can differ. Look at the agreement, the receipt and your photos of move day, and ask the company in writing which business supplied the crew and the vehicle. Then ask that business: "Does this move call for a North Dakota household goods carrier permit, and if so, what is your permit number?" Keep the answer, with the date, in your file.
The permit fees North Dakota sets
North Dakota law sets the household goods carrier permit application fee at $100 and the annual filing fee to keep the permit at $35.
What coverage did you choose?
Look at the agreement for the level of protection you picked or accepted when you booked. Ask the mover in writing how its basic coverage works out what it pays, whether by weight, by item or another way, and whether you bought any fuller protection. Call your homeowners or renters insurer as well, and ask whether your own policy covers any part of the loss, and whether the insurer wants you to claim with the mover first.
Putting a value on each item
For each damaged or missing item, decide what you are asking for: a repair, a replacement or a payment. Back the request with whatever you have:
- a written repair estimate from a furniture or appliance repair business;
- a receipt, a credit card statement or an order confirmation showing what you paid;
- a listing for the same or a similar item, if you have no receipt;
- your own photos showing the item's condition before the move.
Ask the mover how it treats the age and condition of an item when it calculates an offer, so you are not surprised by the reply.
Writing the claim letter
Keep it plain and complete. A useful claim letter sets out:
- your name, both addresses, the move date and any order or reference number;
- the name of the business that carried your goods and the permit number it gave you, if any;
- each item, what is wrong with it, and how you found out;
- what you are asking for, item by item, with the supporting papers attached;
- the coverage shown on your agreement;
- a date by which you would like a written reply.
Send it by a method that shows it was delivered, keep a full copy, and ask the mover for its claim form and filing deadline if it has them.
Damage to the house itself
A gouged floor, a dented door frame or a scraped stair rail at either address is a separate line in the claim. Photograph it on the day, with something in the frame for scale, and ask the mover whether its coverage includes damage to property as well as belongings. If you rent, tell your landlord in writing and keep a copy.
A bill above the quote
Treat a billing dispute as its own item in the same letter. Lay the quote beside the final bill and mark each difference: hours, crew size, materials, stairs, carries and travel time. Ask the mover to show where the agreement allowed each added charge.
Reading the mover's reply
When an answer arrives, read it slowly. Check which items it accepts, which it rejects and why, and how each amount was worked out. If the offer rests on a coverage level you do not recognize, ask where it appears in your agreement. You can accept part of an offer and keep disputing the rest; say clearly in writing which is which.
If the claim stalls
Send a short final letter listing what happened, what you asked for, what has been offered and the date by which you expect an answer. If there is still no resolution, ask a state or local consumer protection office what options are open to you, and ask whether small claims court fits the amount involved.
Keep one file until it closes
Keep the photos, the paperwork, the letters, the replies and every receipt together, paper or digital, until the claim is settled and the money, repair or replacement has arrived.