“Fully insured” tells you almost nothing. The exclusions in the policy wording are what actually decide whether a claim gets paid.
In this guide
Every removal insurance policy excludes something. That is normal. The question is whether the specific exclusions match how you are actually moving, and whether you find out before or after something breaks.
Why “fully insured” isn’t enough
Even a reputable, accredited mover cannot promise nothing will go wrong. The British Association of Removers puts it plainly in its own consumer guidance: “even with the greatest care no mover can guarantee that belongings won’t get damaged in transit.” Insurance exists because of that risk, but a policy only pays out for what it actually covers, and every goods-in-transit policy has boundaries. “Fully insured” on a website tells you a policy exists; it does not tell you the limit, the excess, or what is carved out.
Common exclusion categories to check for
Policy wording varies between insurers and between mover contracts, so treat this as a checklist of questions to ask, not a universal list. These are categories worth asking about:
| Category | What to check |
|---|---|
| Owner-packed cartons | Whether damage to the contents is covered at all, or only loss of the box itself (see below) |
| Per-item or per-consignment caps | A single expensive item (art, instruments, electronics) can exceed the standard per-item limit unless separately declared |
| Pairs and sets | Whether a matching pair or set is settled as a full set if only one piece is damaged, or only the damaged piece |
| Cash, documents, jewellery | Can be excluded or capped low. BAR advises customers to “take responsibility” for items such as jewellery themselves |
| Mechanical or electrical items | Cover for the item’s case versus its internal workings can differ |
| Pre-existing condition / wear and tear | Damage that existed before the move, or gradual deterioration, is not a transit claim |
| Unattended vehicles | Some policies exclude theft from a van left unattended overnight |
Owner-packed boxes specifically
This exclusion is easy to miss, because it is tempting to assume “the van is insured” means “everything in every box is insured the same way.” Cover for the contents of a box you packed yourself can be more limited than for a box the crew packed, because the mover never saw what was inside or how it was wrapped. If you are packing fragile or valuable items yourself, read our guides on what to check before your move, packing glassware, mirrors and artwork and packing electronics, and ask how owner-packed contents are treated before you seal a single box, not after something turns up broken.
How to check your own policy, not just take the sales pitch
Ask the mover (or your own home insurer, if you are relying on their cover instead) for the actual policy wording or its summary document, not just a line on a website. Specifically confirm:
- The valuation basis: new-for-old replacement, repair cost, or a capped market value
- The excess: the amount deducted from any valid payout
- Whether high-value items need declaring individually before the move to be covered above the standard limit
- The exact deadline for reporting damage or loss after delivery
Two items to ask about
Two hypothetical examples show how the categories above meet real belongings. They are questions to put to the mover or insurer, not predictions of what would be paid.
- A large TV: does the mechanical or electrical wording treat a cracked screen differently from a fault that appears after the move? Is the TV above the per-item limit, and does it matter whether you or the crew packed it?
- A stone table top with an earlier repair: would damage along the old repair be treated as pre-existing? How would an item with a past repair be valued? See moving a marble or stone table for what a specialist needs to know.
Making a claim, and what to do if it’s refused
Before submitting a claim, check that the item and the type of damage are within the cover, note the excess, and gather copies of the paperwork that supports it: inventory, photos, receipts or valuations, and the delivery notes. Describe the loss accurately and do not overstate it. For a step-by-step record, see how to document a removal complaint.
If your mover is a BAR member and the dispute is about their service rather than an insurance decision, BAR’s own complaints process (contact the mover first, then the Furniture & Home Improvement Ombudsman) applies. See our guide to what BAR accreditation actually checks. BAR’s guidance says FHIO cannot help with insurance matters, including claims for loss or damage that should be dealt with by insurance. Those go through the insurer’s own complaints procedure; if you remain unhappy with the insurer’s final response, the Financial Ombudsman Service may be able to look at it.
FAQs
Does my home contents insurance cover a house move instead?
Sometimes, but not automatically. Some home insurance policies include temporary cover for goods in transit during a move; others exclude it or only cover it if a professional mover is used. Ask your insurer directly and get the answer in writing before assuming you are covered twice or not at all.
Is it worth paying extra to raise the cover limit on high-value items?
If you own anything (art, instruments, electronics, antiques) worth more than the policy’s standard per-item cap, ask about declaring it separately. The alternative is discovering the cap only after a claim, which is the exact scenario these exclusions exist to catch.
What happens if the exclusion only comes to light after something breaks?
You can still dispute how the exclusion is being applied, but you cannot dispute that it was written into the policy from the start. That is why checking the wording before moving day, not after, is the only reliable protection.
Sources
- British Association of Removers, “Moving House in the UK”
- British Association of Removers, “Moving Company Complaints: What to do if something goes wrong”
- Financial Ombudsman Service, “How to complain”
Related guides
Removal insurance and liability
Choosing a removal company
Packing services
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