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 precisely 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 — but these are the categories that most often catch people out:

Owner-packed boxes specifically

This is the exclusion that catches out the most people, because it is easy to assume “the van is insured” means “everything in every box is insured the same way.” In practice, cover for the contents of a box you packed yourself is frequently more limited than for a box the crew packed, simply because the mover never saw what was inside or how it was wrapped. If you are packing fragile or valuable items yourself — see our guides on what to check before your move and on packing glassware, artwork and electronics — ask specifically 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 document or Insurance Product Information Document, not just a summary line on their 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

Making a claim, and what to do if it’s refused

Citizens Advice guidance on making an insurance claim is a useful checklist regardless of what the claim is for. It advises claimants to “include copies of all paperwork that will help your claim, including receipts”, to check “you’re covered for what you’re claiming for” and read “the small print” for anything that “prevents you from claiming”, and to understand “how much the excess is” before you submit. It also warns that it is “important not to exaggerate your claim since this could lead to the whole claim being rejected.”

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. Note that FHIO explicitly does not handle insurance claims or goods-in-transit disputes themselves; those go through the insurer’s own complaints procedure instead, escalated to the relevant financial ombudsman if you remain unhappy with the outcome.

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 entirely 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 in the UK (insurance limitations, valuables advice)
• British Association of Removers – What to do if something goes wrong (complaints route, FHIO scope)
• Citizens Advice – Making a claim on your insurance policy

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