When something goes wrong, an organised claim record helps you explain what happened and check what the firm is offering. The private Move Planner preview brings claim details, supporting photos and offer history into the move workflow. It does not decide liability or guarantee compensation.

Start with facts and identifiable items

Describe the item, the problem and when you noticed it. Include clear photographs and relevant pre-move condition evidence where available. Record missing items separately from damaged ones so the firm can investigate the right issue.

Keep the original quote, agreed scope, inventory and delivery records. Our complaint-documentation guide is the broader starting point; this article explains the app workflow rather than replacing that advice.

Make the supporting information proportionate

Provide pictures that show the damage and enough context to identify the item. Avoid unrelated people, private papers and unnecessary security details. Do not put passwords or complete financial identifiers in a claim message.

The app separates office claim access from crew access. That is a role boundary within the product, not a reason to assume that every external recipient will handle an emailed copy in the same way.

Read the current offer

An offer can change while a customer has an old screen open. The preview numbers offer revisions and requires acceptance of the revision being shown. A stale acceptance is refused, with the current offer presented for review.

This avoids treating an earlier amount as acceptance of a later proposal. You should still read the amount and terms before deciding. Accepting an offer, settling a payment and withdrawing a complaint are not interchangeable events unless the relevant agreement says so.

Keep decisions in the history

The workflow records the claim’s progress through offer, acceptance and settlement. Explain unresolved points clearly and keep related communications available. If the firm asks for repair estimates or further evidence, clarify why it needs them and what deadline applies.

Do not rely on the app alone for urgent reporting. Check the firm’s actual complaint and cover documents and seek appropriate consumer advice if the matter cannot be resolved.

Understand access after sharing ends

Removing general sharing does not necessarily delete every financial or dispute record. The preview has narrower retained-record access so outstanding matters can be handled without reopening the whole operational brief. Before using the service with real data, read the final privacy notice explaining these boundaries and retention arrangements.

Pricing and availability

Move Planner is in private preview and not yet open to the public; contact us for pricing and availability. For cover questions, read removals insurance and check the specific policy or liability terms rather than assuming a recorded claim is covered.

Is an offer revision a guarantee of payment?

No. It identifies the proposal being reviewed. Payment and settlement still need their own accurate records.

Related guides

Compare House Movers built and runs Move Planner and Movers Pro, the apps described here; both are password-protected previews. This is general information, not legal, tax or accounting advice.