Claims aren’t good for your customers, for you or for us. That’s why it’s important that we all work together to prevent damages. Imagine these two scenarios:
- The moving insurance policy requires that mattresses be packed in a carton. The customer knows this, but the moving team does not show up with a carton, so they let it slide. The mattress is damaged in route and the customer files a claim.
- The moving insurance policy dictates that a large piece of office equipment should be unassembled and moved per the manufacturer’s recommendations (which were located and provided to the moving team). However, upon arrival, the moving team decides to do it differently. The item is damaged, and a claim is filed.
In both scenarios, customers are placed in an awkward situation. They expect their moving team to have the expertise to do the right thing. And, they hesitate to override the moving team’s recommendations. But, when the moving team is wrong, and a claim ensues, customer satisfaction takes a nosedive. When they purchase moving insurance, they expect the approved moving companies to know the packing requirements.
Follow these 8 tips to reduce moving insurance claims:
- Refer to the Moving Insurance Quality Control Manual provided last year. If you do not have this, contact us right away. Train your team on the requirements outlined in this manual.
- Be sure to avoid the two biggest packing mistakes: Mattresses and electronics.
- Mattresses and Box Springs are specifically excluded from coverage unless packed by the mover in mattress cardboard moving cartons specifically designed for this purpose. Shrink-wrap or mattress bags/covers alone do not constitute proper protection.
- TVs must be professionally packed in a flat screen TV carton, original carton with the original Styrofoam, or crated in a wooden crate. TVs wrapped only in cut down cardboard or moving blankets will be denied. TV must be unpacked by the movers at destination and any damage noted on the Movers Bill of Lading, Inventory or Delivery Receipt signed by all parties.
- Make sure moving trucks are packed with necessary packing supplies (like mattress cartons) before each move.
- Create a quality control process to ensure that your team members don’t “go rogue” and do something different than what’s required.
- Use the examples above to create “aha” moments in your training. Ask them how they would feel if they were the customer in each of these scenarios.
- Make the connection for your team. Help them see how every claim gone wrong can result in a bad review for your company, and less business over time.
Please review your Quality Control manual today. It is a requirement of being part of the Moving Insurance network. If you are unable to meet these requirements, please contact us right away.
