Moving companies know better than anyone that moving involves some risk. Things break. Damage happens. That’s why your moving customers need insurance. As one of our affiliates, you might have questions about the insurance policies your customers get through us. To help you get the answers you need, we’ve compiled answers to the top five questions asked by our affiliates.
1. What exactly did this customer insure with you? Where/how can I see this inventory?
As an affiliate, you can access any policies purchased by your customers and view the items they insured. Click here to login into your account. If you don’t know your username and password, or if you want a quick demo on how to use your online account, contact us today.
2. Why are you calling me for approval on my customer’s policy for their move today/tomorrow?
Our All Risk policy typically requires a two-day lead time. This is to give our affiliates enough time to receive the information and prepare any additional paperwork or packing materials that might be necessary and to give our team time to properly advise the customer of any additional packing requirements that this policy requires.
When a customer requests a last-minute All Risk policy, we call to ensure that the move has not yet started and, as a courtesy to our affiliates, to make sure that issuing a last-minute policy won’t create issues in gathering the paperwork or packing materials. This is also a chance to communicate any concerns about specific packing requirements (for example, if a customer has a high-value mirror that you won’t have time to crate) so that our team can notify the customer before purchasing.
3. Explain the All Risk, Named Perils and Total Loss policies. When can each be purchased by our customers?
- The All Risk policy is the one most customers prefer because it is most comprehensive and covers general damage and breakage that may occur, as well as catastrophic losses. This policy typically needs to be purchased at least two days prior to the move but can sometimes be offered the day of or the day prior to the move with approval from the affiliate and our underwriters.
- The Named Perils policy covers a partial or total loss due to specified perils such as vehicle accidents, rollover accidents, fire, lightning, smoke, theft and burglary.
- The Total Loss policy covers only in the case of a total loss of the shipment.
- The Named Perils and Total Loss policies do not cover general damage or breakage and only cover catastrophic losses. Since these policies do not cover breakage or damage, they don’t contain the same packing requirements that the All Risk policy and therefore aren’t required to be purchased prior to the start of service. These policies can be purchased at any time prior to delivery and are not retroactive.
4. What should our customers do when their goods are delivered?
At the time of delivery, your customers should document all damaged furniture items, items that are not packed into boxes, and missing or damaged boxes on your company’s paperwork. TVs must be unpacked by the crew and damage must be noted at the time of delivery on the delivery paperwork. Delivery documents must be signed by the customer.
5. How do we need to handle special items in a way that satisfies your policy requirements?
- TVs: TVs must be professionally packed or crated in the original carton with the original Styrofoam, a TV box designed for flat screen TVs, or a wooden crate. TVs must be unpacked by the movers at destination and checked for damages.
- Pianos: All pianos must be professionally serviced, and all corners must be foam protected, pad wrapped and cardboard crated, and placed on a piano board. Any piano with a high-gloss surface must be foam wrapped, then pad wrapped, cardboard crated and placed on piano board. Any piano being moved internationally, or with a value of $25,000 or more, must be professionally crated and uncrated by a certified third-party service in a solid wood crate, and any exceptions noted on the paperwork. Any damage due to assembly or disassembly is specifically excluded from coverage.
- China Cabinets, Curio Cabinets and Similar Items: All glass needs to be removed and professionally packed into mirror cartons. If the value is $5,000 or more, or if the glass is too large for a mirror carton, then the glass must be crated in solid wood crate. If the glass or glass doors cannot be removed, the item must be pad wrapped, bubble wrapped and then cardboard crated. If the item is an antique and/or the value is $5,000 or more, the item must be professionally crated in a solid wood crate. If the value is $10,000 or more, the item must be crated by a certified third-party company. Items with curved glass, antiques, spindle legs or ornate sections may require professional crating.
- Delicate and Fragile Items: Delicate and fragile items, as well as out-of-the-ordinary items, must be handled only by a certified third-party service or professionally packed and/or crated by the affiliate in wooden or other protective containers specifically manufactured for the item. These items include but are not limited to lamps, glass tables/tops, marble tables/tops, slates, taxidermy, paintings, framed pictures, statues, chandeliers, display cases, pianos, grandfather clocks, pool tables, wall units, chandeliers and hot tubs. These items may or may not require the disassembling and/or reassembling. Items valued at $5,000 or higher must be professionally crated in a solid wood crate. Items valued at $10,000 or more must be serviced/crated by a certified third-party company. Wrapping such items in moving pads does not constitute professional packing and items wrapped this way will not be covered.
- Artwork, Statues, Chandeliers, and Other Delicate, Fragile or High-Value Items (Over $5,000): These items need to be crated in a solid wood crate. All glass or marble tabletops, slate, mirrors, pictures, etc. that are valued under $5,000 must be packed appropriately in a carton specialized for the safe packing and transport of that item. Any item valued at $5,000 or higher must be packed in a solid wood crate. Items valued at $10,000 or higher must be wood crated by a certified third-party company.
Have a different question that you’d like us to answer? Email us and we will reply promptly!