Claims Process
The types of complaints we usually receive are about inadequate service, being uninformed, packing materials cost, a jump in price once things were loaded onto the truck, lost or broken items and inconvenience of delivery. Because each claim is unique, the claim handling process varies. Below are the typical steps your claim will go through after you confirm it:
1) Complainer (your customer) calls-in to complain. Based on the claim information sheet that we will provide you with and will be attached to every move contract, your clients will know to call our 1-800 number for fill a claim. This policy will deter your clients from calling your moving company to complain or make a claim and taking up your time to handle your everyday operations.
2) “Customer service department” (we), lets the customer ventilate and than explains the “claim file” process. We open a file and deal with them diligently until we have come to an understanding and they feel satisfied.
3) The complainer can download claim forms and instructions from our dedicated website, or we can mail out the form/s to the complainer by mail.
4) Complainer receives claim form with instructions.
5) Complainer returns to us claim form with attached evidence of damages.
6) Moving-Claims.com contacts you (the mover) to provide us with: Copy of bill of landing, Copy of the inventory list, Copy of the signed OFS, Copy of the weight tickets and Copy of all addendums to the bill of landing.
7) We ensure your moving company has followed its company policy, and the law. We ensure as well that their claim is resolved by making sure the law was followed thus reducing clients from wishing to pursue your company further through legal action. We respond to claim with a settlement offer or denial, based on the findings.
8) Complainer to notarize settlement form and mail back to us via certified mail.
9) Moving-Claims.com will fax a copy of the settlement to you (the mover).
10) Moving-Claims.com files all documents and archives for 7 years. At the end of every month, we will provide you a monthly complaints report containing all the clients information such as names, dates, and the status of your clients’ complaints that we handled throughout the month.
Time Required to Handle the Claim
The amount of time required to handle each claim varies based on the severity of the damage, the number of parties involved and other factors. You benefit in the long run when we spend time up-front reviewing the facts concerning your claim and determining the right type of investigation needed. Sure, some claims may be simple enough to handle in a single phone call, but others are more complex and require additional research in order to help protect your interests.