File a MOVING claim

Claims should be reported immediately upon delivery.

Concealed damage should be reported within the time limits specified in your Insurance Policy or Bill of Lading.

Late notification may affect the assessment of your claim.

Please provide:

• Claim Form
• Packing List
• Inventory
• Delivery Receipt
• Photographs
• Repair Estimate
• Purchase Receipt (if available)

Yes.

Coverage is subject to the insurance policy terms, conditions, exclusions, deductible, declared value, and the insurance underwriter's assessment.

Yes.

Your claim will be assessed under Universal Relocations' Standard Mover's Liability as outlined in your Bill of Lading and Terms & Conditions.

Compensation is limited to USD $0.60 per pound per affected article, where Universal Relocations is legally responsible.

Where actual weight is unavailable, weight will be estimated using our standard household goods density factor.

Pre-existing damage refers to scratches, dents, cracks, stains, chips, discoloration, broken parts, or other defects that existed before packing.

These observations are recorded on the Packing List before packing begins.

Claims may be declined for reasons including:

• Pre-existing damage
• Normal wear and tear
• Improper customer packing (PBO/PBC)
• Policy exclusions
• Inherent defect
• Missing documentation
• Late notification
• Damage not supported by evidence

No.

Please retain the damaged item and all original packing materials until your claim has been fully reviewed and closed.

Yes.

Repairable items generally require a written repair estimate before settlement can be assessed.

No.

Repairs should not be carried out until written authorization has been received from the insurance company or Universal Relocations.

Typical processing times:

• Claim acknowledgement – Within 2 business days
• Initial document review – 5–10 business days
• Insurance assessment – Depends on the insurance underwriter
• Settlement – Following completion of the insurer's assessment

Our Claims Department will request the outstanding documents.

Claims cannot be finalized until all required information has been received.

Examples include:

• Cash
• Currency
• Gold
• Jewelry
• Passports
• Legal documents
• Liquor (where prohibited)
• Firearms
• Illegal items
• Perishable goods
• Items prohibited by customs regulations

PBO means Packed by Owner.

Universal Relocations is generally not responsible for internal damage to cartons packed entirely by the customer unless there is clear evidence of external mishandling.

PBC means Packed by Customer.

Coverage is subject to the applicable policy terms and conditions.

If a television was shipped without its original manufacturer's carton or without the recommended custom wooden crate after the customer declined the recommended protection, settlement may be limited in accordance with the insurance policy.

Custom wooden crating significantly reduces the risk of transit damage for:

• TVs without original cartons
• Glass dining tables
• Marble table tops
• China cabinets
• Pooja Mandapam
• Statues
• Chandeliers
• Mirrors
• Artwork
• Antiques

If a customer declines the recommended crate, coverage may be limited according to the insurance policy.

Please notify the Claims Department immediately.

Provide:

• Package Number
• Item Description
• Packing List reference
• Delivery Receipt
• Supporting photographs (if applicable)

Not necessarily.

Settlement depends on:

• Type of insurance purchased
• Declared value
• Deductible
• Policy terms and exclusions
• Repairability
• Salvage value
• Insurance underwriter's assessment

A deductible is the amount payable by the customer before the insurance company pays the remaining eligible portion of the claim.

Yes.

If you disagree with the settlement or decision, you may submit additional documentation or request that the insurance underwriter review your claim again.

Yes.

If you purchased transit insurance through Universal Relocations, you are welcome to contact the insurance underwriter directly regarding:

• Claim status
• Settlement
• Coverage questions
• Requests for clarification
• Appeals

Universal Relocations will continue to assist by providing shipment documents and any supporting information requested by the insurance company.

If you purchased transit insurance through Universal Relocations, your insurance policy is issued by an independent insurance underwriter.

Universal Relocations acts solely as an insurance broker/intermediary by arranging the insurance policy and assisting with the claims administration process.

The insurance underwriter is solely responsible for:

• Determining policy coverage
• Assessing the claim
• Requesting additional documentation
• Approving or declining the claim
• Determining the settlement amount

Universal Relocations does not have the authority to approve, reject, alter, negotiate, or override the insurance underwriter's claim decision or settlement amount.

The insurance underwriter's assessment and settlement decision shall be considered final and will be made in accordance with the insurance policy terms, conditions, exclusions, and supporting documentation.

Depending on the insurance underwriter's decision, settlement may be made by:

• Bank Transfer
• Cheque
• Repair Authorization
• Replacement
• Other settlement methods approved by the insurance underwriter