Moving Claims Process

Start by registering through the CSI Pros claims portal, entering your contact and move information, and uploading the required documents where instructed. Keep your bill of lading, inventory, delivery paperwork, photos, and written notes together before you begin.

Document the issue immediately. Take clear photos, note visible damage on delivery paperwork where applicable, keep the damaged item available for review, and save all move documents. Do not rely only on a verbal conversation.

Include completed claim information, inventory numbers when available, descriptions of claimed items, the nature and location of damage, item age and weight when known, photos, repair estimates when required, and any relevant delivery notes.

No. A verbal report can help create awareness, but a claim should be submitted in writing through the proper claim process with shipment details, supporting documents, and the specific remedy or amount being requested.

Do not delay submitting a claim while waiting for supporting documents. If certain documents are not immediately available, they may be submitted later where allowed by the claims process.

For interstate household goods moves, FMCSA guidance gives customers nine months from delivery to file a written loss or damage claim. Local move rules may differ, but faster reporting is always better for documentation.

The claim process may take approximately two to eight weeks after the required claim information and supporting documents have been submitted and reviewed. Timing can vary if inspections, estimates, or additional documentation are needed.

Claim support is available through CSI Pros. Customers can use CSI Pros chat support or call 772-742-5246 extension 1 and follow the prompts.

Do not throw away a damaged item unless the claim administrator or mover tells you to do so in writing. The item may need to be inspected, repaired, photographed again, or reviewed as part of the claim file.

Take photos of the whole item, close-ups of the damage, any damaged carton or wrapping, the item in context, and any identifying marks or inventory numbers. Clear photos help the reviewer understand what happened.

The inventory helps connect the claim to the shipment and may show item condition at pickup and delivery. If an item number is available, include it so the claim can be matched to the move paperwork.

Valuation is the mover liability option tied to the shipment. Insurance is usually a separate coverage product or outside policy. Customers should review which valuation option was selected before assuming how a claim will be handled.

Released value is a basic mover liability level for interstate moves and is limited. It is not the same as replacement coverage, so customers with higher-value shipments should review protection options before the move begins.

Full value protection generally means the mover is responsible for repairing, replacing, or otherwise settling covered loss or damage based on the selected terms. The exact handling depends on the shipment paperwork and claim review.

Yes. A claim may be denied if documentation is missing, the damage was pre-existing, the item was packed by owner without visible carton damage, the item is excluded, or the claim is outside the allowed time period.

Document it as soon as it is discovered. Take photos, keep the item, gather paperwork, and submit the issue through the claim process. Explain when and how the damage was found so the claim file has context.

Yes, missing items can be included when properly documented. Provide the inventory number if available, a description of the missing item, delivery notes, photos if helpful, and any purchase or value support when available.

Review the written decision, compare it to your paperwork and valuation selection, and follow the dispute process described in your documents. For interstate moves, movers must provide information about dispute settlement or arbitration options.

Photograph valuable items, point out fragile pieces, review valuation options, avoid packing restricted items, use proper cartons, label boxes clearly, and make sure condition notes and inventory details are accurate before the shipment leaves.

Yes. Art, antiques, designer furniture, electronics, medical equipment, jewelry, collectibles, and unusually valuable pieces should be discussed before move day so packing, handling, valuation, and documentation can be planned properly.