Before paying for protection during a move, identify what is being offered and who is responsible under it. A mover’s contractual liability, an insurer’s policy and a general promise about safe handling are different things. Ask for the actual terms rather than relying on the word “insured.”
This guide helps you prepare questions. Whether a particular incident is covered, and how much may be payable, depends on the applicable policy and contract. Do not treat a website’s percentage or a verbal assurance as a substitute for those documents.
Identify the arrangement before paying
Ask whether the charge purchases an insurance policy, adds you to an existing arrangement or relates to the mover’s own contractual protection. Obtain the insurer’s name, policy reference, insured party and written explanation of how your consignment is included, where applicable.
Check the start and end of the covered journey. Ask about packing, loading, transit, unloading, temporary holding, transfers and final placement. Do not assume cover applies equally to every stage or to an extension caused by delayed possession of the new home.
If a policy cannot be provided before the agreed payment or dispatch stage, ask exactly what evidence will be supplied and when. Resolve uncertainty before committing valuable goods.
Read these terms against your inventory
| Item to check | Question to ask |
|---|---|
| Declared values | How should values be established and evidenced? |
| Covered events | Which events are included in this policy? |
| Exclusions | What items, packing conditions or causes are excluded? |
| Deductible | What part of an accepted loss would remain payable by me? |
| Settlement basis | What valuation or depreciation rules apply? |
| Notice requirements | Whom must I notify, how and within what period? |
| Documents | What evidence and claim forms would be required? |
Discuss owner-packed cartons, glass, electronics, jewellery and unusual items specifically. For vehicle transport, ask how existing motor insurance and any proposed transit arrangement interact. Obtain the relevant insurer’s answer instead of assuming one automatically replaces or supplements the other.
Create evidence before collection
Prepare an inventory that distinguishes major items and identifies cartons. Photograph visible condition and record existing damage. Keep purchase records or other supporting values where available, without inventing replacement amounts or hiding known defects.
Retain the accepted quote, payment receipts, consignment or loading record, policy documents and contact details. Share necessary records with the receiving person. A claim is harder to explain when nobody at delivery knows what was collected.
See the inventory and box plan for a practical numbering system and the vehicle handover guide for vehicle-specific records.
If goods arrive damaged or incomplete
Check the received count against the inventory. Photograph visible damage, labels and packaging, and describe the affected items precisely in the delivery record. If an item cannot be inspected immediately, record that limitation and ask for the applicable reporting procedure.
Notify the mover and, where required, the insurer through the channels stated in the documents. Keep copies and acknowledgement numbers. Preserve relevant packaging and damaged items for assessment; ask before arranging repair or disposal when inspection may be required.
Make the chronology clear: what was handed over, when it arrived, what was observed and what evidence supports it. Report honestly. A careful record supports assessment; it does not guarantee acceptance of a claim.
If a proposed amount is unclear, read how to review a moving-damage settlement offer. It explains the questions to ask about deductions and the damaged item before accepting.
Escalate through the relevant channel
A complaint about moving service performance should first go to the provider’s stated complaint contact. An insurance complaint should follow the insurer’s grievance process. Keep those issues distinct so each organisation can respond to the matter it handles.
IRDAI’s Bima Bharosa information explains its insurance grievance portal, which allows policyholders to register and track complaints with insurers. Use the official Bima Bharosa portal for current procedures. Check eligibility and current requirements before any further escalation.
Questions about moving protection
Does paying an extra charge guarantee full replacement?
No. Read the settlement basis, limits, deductible, conditions and exclusions of the actual arrangement before paying.
Is transport cover included with every Shiftify booking?
Do not assume it is. Ask the team to identify any offered arrangement and its written terms in your assessed quote.
Should I accept an empty or inaccurate delivery record?
Ask for an accurate record of the count, condition and inspection limits. Keep a copy of what was actually acknowledged, together with photographs and communications.