If something is damaged
This page exists before you need it, which is the point. Most movers make the claims process hard to find and harder to complete, on the reasonable assumption that you will give up. Here is ours, with the timeline we hold ourselves to.
The process
Five steps, with a clock on each
- 01
Record it at delivery
Before the crew leaves, note the damage on the delivery note and photograph the item, the packing material and the delivery note itself. This takes two minutes and is the single most useful thing you can do.
- 02
Raise the claim
From your dashboard, against the specific item on your inventory. Attach your photographs. You can also call us with your Move ID.
- 03
We acknowledge within 48 hours
With a claim reference and the name of the person handling it. If we need anything more from you, we ask for all of it at once rather than in instalments.
- 04
We assess against the record
Your condition photographs from before packing, the inventory, the crew's notes and your delivery photographs. Where the pre-packing record does not show the damage, that counts in your favour.
- 05
Decision within 7 working days
Approved, partially approved, or declined with the reason in writing and the evidence attached. Settlement follows within 7 working days of approval.
What makes a claim easy to settle
- The item appears on your inventory
- Condition photographs exist from before packing
- The damage is noted on the delivery note
- You photographed it before moving or discarding anything
- It is raised within seven days
What makes it hard
- The item is not on the inventory
- The delivery note was signed clean and the crew has gone
- The packing material was discarded before photographs
- The item was packed by you and never surveyed
- It is raised weeks later
Raising a claim right now
Sign in and open the move in your dashboard, or call +919118911709 with your Move ID. Self-service claim filing is being built; until it ships, a call reaches a person who can see the same record.Questions
About claims
Seven days from delivery. The most important part happens earlier though: record any damage on the delivery note before the crew leaves, with photographs. A delivery note signed clean makes any later claim much harder to substantiate, for us as much as for you.
Raise it within the seven-day window and tell us it was found on unpacking. Photograph the item and the packing material it came out of before you discard anything. The condition photographs taken before packing are what we compare against.
Items you packed yourself unless they were surveyed and listed; pre-existing damage recorded in the condition photographs; mechanical or electrical failure with no external damage; cash, jewellery and documents, which you should always carry yourself; and consequential losses such as hotel costs during a delay.
You get the reason in writing, along with the evidence we relied on. If you still disagree, you can escalate to the consumer forum under the Consumer Protection Act, 2019. We would rather settle a marginal claim than defend one, but you are entitled to that route and we will not obstruct it.
See what your move actually costs
An itemised estimate in under two minutes. No phone number until you want one.