Moving Damage Claims: What to Record and Who to Contact
If you discover a cracked table leg, a missing box or a scrape on a doorway after a move, start with a clear record of what you found. Record the condition, notify the responsible provider promptly and ask for its written claim procedure. You do not need to know the final repair cost before making the initial report.
First, make the area safe and preserve the condition
Stop using an unstable or broken item. Keep people away from sharp glass and other hazards; do not recreate an unsafe incident for a photograph. Take an overview picture showing the whole item, then close-ups showing the damage and any relevant packaging. Keep the original files rather than only compressed screenshots.
For a missing item, check the room labels and delivery inventory before describing it as lost. Note which checks you have completed. For damage discovered inside a box, photograph the box, its label, packing materials and the item together. Record when you opened it and who was present. A photograph documents a condition; it does not by itself establish when or how damage happened.
The federal Office of Consumer Affairs moving guide recommends photographs, retained supporting documents and prompt reporting. Reporting requirements can be strict, so check your own agreement instead of relying on a deadline quoted for another company.
Build one incident record for each affected item
Use the following as a working record, separate from the booking invoice. Number the items so later messages and repair estimates refer to the same object.
| Record | What to include |
|---|---|
| Booking and item | Booking reference, move date, provider name, item description and inventory number. |
| Condition timeline | Last known condition, time discovered, location and who observed it. Mark uncertain details as uncertain. |
| Evidence | Before-and-after photographs if available, packaging, delivery notes and relevant messages. |
| Value and repair | Purchase receipt if available, age, model, previous repairs and any written assessment. |
| Contact history | Date reported, recipient, case number, response and agreed next action. |
If you lack a receipt, say so. Gather whatever reliable records remain, such as an order confirmation or dated household photograph. Distinguish the purchase price from a current repair estimate or replacement quotation. Do not present an estimate as an amount already paid.
Contact the provider, platform and insurer for their separate roles
The moving service provider: send the initial report to the business responsible for the work. Ask who handles claims, what form and documents it requires, and which reporting requirements apply. If you telephone, follow with a written summary and keep a copy.
For a Tingsapp booking: the current terms, section 14 direct loss and damage claims promptly to the responsible independent service provider. Tingsapp may facilitate communication and review booking records; it is not the insurer and does not promise recovery. Use the help centre to find support and keep your booking reference with the report.
Your own insurer or broker: ask whether your policy applies, which procedure and deadline to follow, and whether an inspection or repair authorization is needed. The Financial Consumer Agency of Canada explains that payment depends on the policy's covered losses, exclusions and claim requirements. Provider liability and your household insurance are separate questions; notify each relevant party rather than assuming one has contacted the other.
Write a short, factual first report
A useful report can read: “I am reporting damage associated with booking 123, delivered on 24 October. On opening the labelled dining-room box at 6 p.m., I found a broken ceramic lamp base. Attached are the box label, packaging and condition photographs. I have retained the item and packaging. Please confirm receipt, the claim procedure, required documents and the next review step.” This is a fictional example, not a required legal form.
Describe observations separately from conclusions. If nobody saw the damage occur, do not invent a cause. Request a specific next step, such as acknowledgement and instructions for a repair assessment. Add new evidence to the same case instead of starting disconnected conversations.
Before repair, disposal or a settlement
Ask what inspection is needed before altering the item or discarding evidence, while taking reasonable steps to avoid further loss. Record necessary protective actions and their cost. If you receive a proposed settlement, compare its item list and calculation with your record and read any release carefully. Seek qualified advice if you do not understand its effect.
If the matter remains unresolved, ask for a written position and the provider's escalation process. Consumer Protection BC's consumer-help service explains that its authority depends on the issue; it does not handle every consumer dispute. Use the relevant guidance rather than assuming a complaint guarantees compensation.
For prevention on a future booking, see how to compare a moving quote. For the rest of arrival day, use the unpacking guide.
Frequently asked questions
Is there one deadline for all moving damage claims?
No universal deadline is given here. Report promptly and check the responsible provider’s agreement, the applicable insurance procedure and any legal time limits.
Should I wait for a repair quote before reporting damage?
Make the initial factual report promptly. Ask what assessment is required and provide further documents as they become available.
Does reporting damage guarantee full replacement payment?
No. Responsibility, evidence, contract terms and applicable coverage must be assessed. Keep repair estimates and replacement quotations clearly identified.
Sources
Researched 2026-10-24. Check the linked source for later changes.