Support
How claims work
MoveMatch is a booking platform. The assigned moving company performs your move and is responsible for any damage claims. Here's how the process works.
Who is responsible?
The independent moving company assigned to your job performs the move and is responsible for the moving service, their crew and equipment, and any damage claims. They carry their own insurance and run their own claims process. MoveMatch facilitates the booking, payment, and communication — but the mover is responsible for the move itself and for resolving damage claims.
If something is damaged
Document the damage
Take clear photos of any damaged items as soon as you notice them. Note the date and keep your booking details handy.
Contact your assigned mover
Your dashboard shows the mover's claim contact and instructions. File your claim directly with them within their stated time window.
Follow the mover's claim process
The mover reviews your claim through their insurance and claims process and works with you toward a resolution.
We help keep things on track
MoveMatch can help with communication and booking or payment issues, and we track claim patterns to keep our mover network trustworthy.
What MoveMatch helps with
We can help with
- Booking and scheduling problems
- Payment issues and receipts
- Reaching your assigned mover
- Mover no-shows or status issues
- Pointing you to the right claim process
Handled by your mover
- Damaged or broken items
- Damage claim review and resolution
- Insurance claims and payouts
- The moving service and crew
You'll review and acknowledge how claims work before you book. See our Terms of Service or read the FAQ for more.