Packers and movers damaged your goods? How to claim
Photograph the damage before you move anything, note it on the mover’s delivery receipt, and send the mover a written complaint quickly — check your quote or policy for its deadline. Claim under transit insurance if you bought it; if the mover refuses a fair settlement, call the National Consumer Helpline (1915) and, if needed, file on e-Daakhil.
Most moves go fine. When one doesn’t — a cracked TV, a wardrobe door hanging off, a box of crockery that rattles — what decides the outcome is mostly what you can show: what the item looked like before, what it looks like now, and that you told the mover in time. This guide is the order to do it in.
Step 1: Before you sign the delivery receipt
- Inspect large items and fragile boxes while the movers are still there: screens, glass, legs, doors, corners.
- Photograph and video any damage before moving the item or unpacking further — wide shot showing the item and the room, then close-ups.
- Write the damage on the mover’s delivery receipt or consignment note, item by item: “BOX 014 crockery — 4 plates broken; TV — screen cracked”.
- If you haven’t opened everything, write “received subject to inspection” next to your signature.
- Ask the supervisor to sign or photograph your note. Keep your copy.
Step 2: Gather your evidence the same day
| Evidence | What it shows |
|---|---|
| Signed inventory list from loading | The item was handed over, and in what condition. |
| Photos before packing | It was undamaged when it left — the strongest single piece of evidence. |
| Photos and video of the damage | What happened, in the box it arrived in. |
| Delivery receipt with your note | You reported it at delivery. |
| Quote, invoice (with GST number), lorry receipt | Who you contracted, for what, and the terms. |
| Purchase bill or repair estimate | The value of the loss. |
| Transit insurance policy and declared values | What is covered and for how much. |
The “before” photos are the ones people don’t have. If you’re reading this before your move: photograph every box open before it is taped, and every large item from two sides. Apps like WhatsWhere keep those photos with each box automatically, along with condition photos taken at sealing and at delivery — so the before-and-after pair already exists if you need it.
Step 3: Tell the mover in writing — quickly
Call the mover’s office, but follow up in writing (email, or WhatsApp to the official number) the same day or the next. Include:
- your name, the move date, the quote or invoice number, and the lorry receipt number;
- a list of damaged or missing items with box numbers;
- photos of the damage and of the item before the move;
- what you want: repair, replacement, or a stated amount, with the bill or estimate.
Movers’ terms and transit policies usually set a short window for reporting damage — often a matter of days. Read your quote and policy for the exact deadline and report within it; late notice is the most common reason claims are refused.
Step 4: Transit insurance
If you bought transit insurance through the mover, the claim usually goes to the insurer through the mover, with a surveyor’s inspection. Things to know:
- It pays on the declared value you gave when packing. Under-declared items are paid at the lower value.
- Many policies cover goods packed by the mover; items you packed yourself may be excluded. Check.
- Don’t throw away the damaged item or the box before the surveyor sees it.
- “Zero damage” or “damage protection” offers vary a lot between movers. Ask exactly what is covered, what is excluded (pre-existing damage, electrical faults, self-packed boxes) and how claims are paid — in writing.
Step 5: If the mover won’t settle
- Send a written notice giving a final date (for example 15 days) to resolve, with your evidence attached.
- Call the National Consumer Helpline on 1915, or file a grievance at consumerhelpline.gov.in. The helpline takes the complaint to the company before it becomes a case, and many disputes end here.
- File a consumer complaint online on e-Daakhil, under the Consumer Protection Act, 2019. Household moving disputes are usually heard by the District Consumer Disputes Redressal Commission. You can file yourself, without a lawyer, attaching the documents above.
Keep everything in one folder: quote, inventory, photos, receipts, your letters and their replies, dated. A consumer commission looks for a clear sequence: you handed it over in good condition, it arrived damaged, you told them promptly, they didn’t make it right.
How to avoid needing this guide next time
- Get a written quote that names the services, the insurance and the claim process.
- Declare realistic values for transit insurance.
- Photograph each box before taping and each large item before loading.
- Keep a numbered inventory and check it at delivery.
- Carry valuables, documents and electronics yourself.
This guide is general information, not legal advice. For a large claim, speak to a consumer lawyer.
Before-and-after photos, ready for the claim
WhatsWhere keeps a photo of what went into each box, condition photos before sealing and after delivery, and prints a damage report with the before and after side by side.