No Worries Damage Coverage

The Gist: We continue to lead our industry with our No Worries Damage Coverage, an extra form of protection for your home and items that is included in our hourly rates.

This policy allocates up to $2,000 per move to repair, replace, or provide a cash settlement for any item damaged by our movers during the moving process. This goes way beyond the state required minimum of $.60/lb per article adhered to by most other moving companies and provides more peace of mind for your move.

For more information on our policy, an overview of what items are not covered, and an overview of what actions to take to file a damage claim, please see the information below.

Does the policy change based on the size of the move?

Big or small, the additional coverage is the same.

What about items that are valued over $2,000?

Although this coverage offers protection from 99.99% (fewer than 1 out of 10,000 moves have damages exceeding $2,000) of damages caused by moves we still recommend buying additional valuation on high value items such as artwork or antiques.

For items that are marked as a “total loss”, we stick to the $.60/lb per article or offer a maximum of $2,000 depending on the circumstance of the damage.

You can, of course, buy transit insurance from a 3rd party which could provide you with complete coverage on everything, rather than a declared value per pound. Transit insurance is not regulated by the TxDMV or the Texas Department of Insurance so be sure to carefully read the policy and understand the coverage and deductibles.

Currently, we are not capable of providing transit insurance directly through our company, but there are many trusted companies that can provide it for you if you so desire.

One other thing to keep in mind is that, in many cases, your homeowner insurance policy will cover about 10% of the value of your personal property. This includes coverage for breakage and theft in transit. While it only covers a portion of the damage, it’s still additional coverage you may not have known about.

Is anything exempt from this coverage?

Our job is to get your things from point A to point B in the same condition they left in. In the unlikely event that something does get damaged or broken along the way due to our negligence or a mistake on our part*, then we do everything in our power to fix or replace it to your satisfaction (we do everything in our power to make it right). Still, there are a few exceptions to this rule…

  1. Particle Board Furniture – While we do our best to move particle board furniture without damage, the inherent weakness of its design causes problems. Therefore, we cannot be responsible for damages to any particle board furniture in excess of the TXDOT guidelines (i.e. we can only be liable for up to $.60 per pound for these items). Please see TXDOT’s “Your Rights and Responsibilities When Moving In Texas”.
  2. All items packed by the owner are moved at the owner’s risk — we cannot be responsible for damages to items packed in boxes by the owner in excess of TXDOT guidelines. (i.e. If something breaks in a box you packed yourself, we are only liable for up to $.60 per pound). Please see TXDOT’s “Your Rights and Responsibilities When Moving In Texas”.
  3. We are not liable for items when we are not driving the transportation vehicle (i.e. POD or rental truck) or when we are unable to use our own methods of protection (i.e. when we can’t use our own pads in a storage unit)
  4. Damages resulting from disconnecting/reconnecting appliances are also not part of our coverage. Our movers are trained in many areas, but plumbing and appliances are not among them. Although they will have the tools and expertise to handle the connections, our moving professionals will ask you to sign an appliance liability waiver if you would like us to handle disconnecting and reconnecting an appliance to your utilities. This waiver will release our team from any liability associated with the appliance hoses and wall connections. We always recommend that you inspect the disconnections and connections yourself and/or hire a plumber to do so.
  5. Due to liability concerns, we cannot load or unload things from an attic space. The flooring in most attics makes moving in them unsafe. We are happy to stand at the bottom of the ladder if you want to hand things down to us.
  6. It does not cover lost or missing items. We don’t make an itemized inventory for the moves because usually there are hundreds or even thousands of items for each move. That would take an extensive amount of time and we don’t want to have to charge for that. To ensure nothing is lost, the truck will show up empty, then only your items will be loaded on the truck, and finally the truck will be emptied and swept at your final destination to ensure everything made it.*This covers damages due to mover negligence and circumstances under our control.
What is your policy like compared to other moving companies?

Most moving companies only offer liability coverage of $.60 for every pound the item weighs. But that type of coverage doesn’t mean much when the movers break your new flat screen TV. If that TV weighs 50 pounds the company would be required by the state to pay $30 (50 lbs x $.60 per pound = $30.00). Most companies stick to that.

Pretty lame.

We aren’t most moving companies though. We continue to lead our industry by including our “No Worries Move Coverage” in our hourly rates. This coverage goes way beyond the state required minimums adhered to by other moving companies and provides more peace of mind for your move.

So, instead of offering you $30.00 like some of our competitors, we will instead cover the full cost to fix or replace the item. If a fix or replacement cannot be made, we will offer a settlement for the market value of the item. We will also handle the process of making sure that your new or repaired TV (or settlement when applicable) is in your possession as soon as possible — without any extra hassle on your end.

What are your first steps taken when a damage happens?
  1. If the damage is noticed the day of the move, the movers will take pictures and email a damage claim into the office.
    If you notice the damage after the movers leave, please take a couple of pictures of the item and damage and then send an email to the office with the pictures, details about the item like the model number, a link to it online (if available), a receipt (if available), etc.. ( The other guys make you print out physical pictures and snail mail them in, in the hopes that you would just give up).
  2. Usually, our team will reach out to you within 2-3 days to discuss the solution. (The state required response time for the company to get the matter resolved is 90 days, others drag the process out but our average is 72 hours or less to get the matter resolved.)
  3. We will send out a pre-approved repair service to repair the damage or replace any broken parts.
  4. If the damage can’t be repaired, we will replace the items at market value or mail you a settlement check.

It’s that easy!

What happens if an item can’t be fixed or replaced?

If we have to settle, it will be based on the purchase price or the current market value (current depreciated value) of the item.

How quickly are claims processed?

Usually, our team will reach out to you within 2-3 days to discuss the solution. (The state required response time for the company to get the matter resolved is 90 days, others drag the process out but our average is 72 hours or less to get the matter resolved.)

Do you guys still carry the state required insurance?

All moving companies are required by the Texas Department of Motor Vehicles to carry insurance and offer liability for damaged or lost goods. You can go online to the Texas DMV database and enter our USDOT#, 2193963, to see that we are a legitimate business. You can follow the link below to go directly to the database where you can enter our number and see that our status is active.

TxDMV Motor Carrier Database

If a company is operating legally and is registered with the DMV. then they automatically provide “valuation” at $.60 per pound. This means that we, and any other moving company for that matter, are liable for any items broken, lost, or damaged at a rate of $.60 for every pound the item weighs. This type of movers liability is regulated by the TxDMV and the Texas Department of Insurance, outlined here: “Your Rights and Responsibilities When Moving In Texas”.

How do I file A Damage Claim?

Often, when damage occurs on a move, the movers will notice the damage, point it out to you, and file a damage claim themselves so our office can follow up with a solution. Sometimes, though, the damage gets missed by our guys on moving day, and you will not notice it until later. If at any point in time after a move you find something was damaged by our movers, you can file a damage claim so we can get the process started on getting your damaged item fixed or replaced.

Filing a damage claim is easy. The first step is collecting as much information about the damaged piece as possible. You will send an email to the branch that serviced you with pictures of the damaged item (including close-ups of the damage itself), information about the model number and when it was purchased, and any other relevant information regarding the purchase price.

All of this information will help us decide what the next best step is—sending out a repair person, ordering a replacement part, buying a new replacement, issuing a cash settlement, etc.—and keep the process moving as quickly as possible.

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Great move with great service. Would definitely recommend this company to anyone who needs moving services.

— Jaime Cardenas

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