Read what the mover is liable for and what any insurance policy covers; they are not automatically the same.
In this guide
Read what the mover is liable for and what any insurance policy covers; they are not automatically the same. Check limits, valuation method, packing conditions, exclusions, excess and reporting deadlines before moving day.
Ask for the documents
Request the full terms, insurer/policy information where relevant and a written explanation of the mover’s contractual liability. Marketing phrases such as “fully insured” do not state your protection.
| Question | What to find |
|---|---|
| Valuation | Replacement, repair, market value or capped amount |
| Limit | Per item, per box, per consignment or declared total |
| Packing | Treatment of owner-packed versus mover-packed goods |
| Exclusions | Jewellery, cash, documents, fragile mechanisms, prohibited items |
| Storage/transit | Exact stages and subcontractors covered |
| Excess | Amount deducted from a valid claim |
| Deadlines | Notice and evidence requirements |
Liability and insurance are different
Liability is what the mover accepts responsibility for under its contract, alongside what the law expects of a business providing a service. Insurance is a separate contract between a policyholder and an insurer, with its own limits, exclusions and excess. The mover's own cover and your home insurance are each governed by their own wording, and terms differ between firms, so do not assume one firm's limits apply to another.
- Declared values: some terms limit what is paid unless you declare a value for the whole move or for named items beforehand. Ask whether a declaration changes the price and how it is recorded.
- Excess: ask how much is deducted from a valid claim, and whether it applies per claim or per item.
- Owner packing: ask how boxes you packed yourself are treated if the contents break but the box looks undamaged.
- Storage stages: collection, time in a warehouse and redelivery may be covered on different terms, or handled by a different business. Ask which wording applies at each stage.
- High-value items: list them separately with value evidence, and ask about any per-item limit. See common removal insurance exclusions.
Two scenarios: questions to ask before the move
These are hypothetical examples. They show what to ask, not what any firm or insurer would pay.
| Scenario | Questions to ask | Evidence to keep |
|---|---|---|
| A large flat-screen TV, packed by the crew | Is it within the standard per-item limit, or does it need declaring? Is a cracked screen treated differently from an internal fault found later? Would the answer change if you packed it yourself? | A dated photo or short video of it working before the move, the model and purchase record, and its inventory line. |
| A stone table top that was repaired before the move | How is an item with an earlier repair valued? Would damage along the old repair line be treated as pre-existing? Does the firm want a specialist to handle it, and does that change the terms? | Close-up photos of the repair, any repair invoice, and the weight and dimensions if known. |
Get the answers in writing. For planning the stone item itself, see moving a marble or stone table; for screens and computers, see packing electronics for a move.
Home insurance
Some policies include moving-home cover subject to conditions; others do not. Ask your insurer about professional mover, packing, storage, valuables and territorial limits. Obtain the answer in policy terms or writing.
Declare unusual or high-value items before the move. Do not hide them in a generic inventory.
Evidence checklist before moving day
If something does go wrong, these records make a claim or complaint far easier to support:
- the mover's terms and any policy wording or summary, saved as files;
- written answers to the questions above;
- an inventory showing who packed each box;
- dated photos of valuable, fragile and previously repaired items;
- value evidence such as receipts or valuations; and
- your home insurer's written answer on moving cover.
If something is damaged or lost, follow how to document a removal complaint. Compare House Movers is building Move Planner, an app that keeps a room-by-room inventory with condition photos you can refer back to; contact us for pricing and availability.
FAQs
Are owner-packed boxes treated differently?
They can be. Terms may limit claims for breakage where the mover did not pack or inspect contents. Check before choosing who packs.
Does home insurance cover transit?
Possibly, subject to your exact policy. Confirm mover, packing, storage and item conditions directly with the insurer.
What if an insurer declines a claim and I disagree?
Complain to the insurer first, using its complaints process. If you remain unhappy with its final response, the Financial Ombudsman Service, a free service for complaints about financial businesses including insurers, may be able to look at it.
Sources
- British Association of Removers, “Moving House in the UK”
- Financial Ombudsman Service, “Insurance”
- Financial Ombudsman Service, “How to complain”
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