Customer care
Claims and Coverage
Your guide to understanding our coverage and handling any issues during your move.
What types of coverage are available?
Moving comes with inherent risks, but understanding your coverage helps alleviate concerns. With Last Stop Moving, these are your options:
- Basic Value Protection: Our standard coverage, free on every move (also known as released value protection), offering compensation of $0.60 per pound per item for damages.
- Optional valuation coverage: Available up to $100,000 per shipment if you want more than Basic Value Protection. Ask us about it when you book.
Knowing your options helps you make informed decisions and ensures the right level of protection for your belongings.
How Basic Value Protection is worked out
Basic Value Protection is based on the weight of the damaged item, not its price: our liability is limited to $0.60 per pound per item. For example, a damaged item that weighs 50 lb is covered up to 50 × $0.60 = $30.
What happens if something goes wrong?
Despite our best efforts, moving can sometimes involve unforeseen challenges. At Last Stop Moving, we prioritize addressing any issues promptly:
- Report damage immediately: Let our crew foreman know about any damage on moving day.
- Gather evidence: Document the damage with photos or videos to support your claim. Photograph the whole item as well as a close-up of the damage, because coverage is worked out from the item's weight.
- Contact us: Reach out within two weeks of your move to initiate the claims process. Email info@laststopmoving.com or call (587) 602-4858 with your name, your move date and your photos.
We work efficiently to resolve any issues and keep you informed throughout the process.
Validation process
Claims are carefully reviewed to ensure they meet our guidelines:
- Damages must have occurred during the move and be directly caused by our team.
- Items packed by clients are not covered.
- Claims must be reported within 14 days of the move to be eligible for processing.
Our transparent validation process ensures fairness and accountability. The full terms are in our Terms and Conditions.
Good to know
Claims and coverage: common questions
How long do I have to file a damage claim?
Claims must be reported within 14 days of the move. Let the crew foreman know about any damage on moving day, then contact us within two weeks of your move to start the claim.
How much does Basic Value Protection pay?
Basic Value Protection is our standard coverage, free on every move. It pays $0.60 per pound per item for damages, worked out from the item's weight, not its price. Released value protection is another name for the same coverage.
Are items I packed myself covered?
No. Items packed by clients are not covered.
Can I get more coverage than Basic Value Protection?
Yes. Optional valuation coverage, up to $100,000 per shipment, is available if you want more than the $0.60 per pound per item of Basic Value Protection. Ask us about it when you book.
What should I photograph for a claim?
Take photos or videos of the damage and of the whole item. Because coverage is based on the item's weight, we need to see the entire piece, not just the damaged spot.
Need to start a claim? We are here to help