Note the damage on the paperwork at delivery, then file a written claim with the mover. For interstate moves, federal rules give the mover 30 days to acknowledge your claim and 120 days to respond, and the coverage you chose before the move decides what you can recover.
Key points
- The rules below are federal and apply to interstate moves. Check separately for a move that stays in Massachusetts.
- Interstate movers must offer two coverage levels: Full Value Protection and Released Value.
- Unless you choose Released Value, the move is under Full Value Protection by default.
- After you file, the mover has 30 days to acknowledge and 120 days to give a decision, with possible 60-day extensions.
- Your best evidence is the notes you make at delivery and photos you take before the move.
Which rules apply
The federal rules come from the Federal Motor Carrier Safety Administration (FMCSA), which oversees interstate household goods movers. They're in 49 CFR Part 375 and summarized in the FMCSA booklet Your Rights and Responsibilities When You Move. A move that starts and ends in Massachusetts is regulated by the state instead, so read the mover's contract and ask the Department of Public Utilities if you're unsure. We explain how to check a mover in how to check a mover is licensed in Massachusetts.
The coverage you chose comes first
Interstate movers must offer two liability options, called valuation coverage. Under Full Value Protection, the mover is responsible for the replacement value of lost or damaged goods across the whole shipment. Under Released Value, the mover's liability is much lower. FMCSA says that unless you choose Released Value, the mover will handle your belongings under Full Value Protection.
Which one you picked is on your paperwork. Find it before you file, because it changes what the mover owes.
At delivery
- Check each item against the inventory before the crew leaves.
- Write any visible damage or missing items on the inventory and delivery paperwork before you sign.
- Photograph damage where it sits, including packing material and boxes.
- Keep the damaged item. Don't throw it out or repair it until the claim is settled.
- For damage you find later, in a box you unpack a week on, write it down and photograph it right away.
Filing the claim
Put the claim in writing and send it to the mover with your inventory, photos and any repair or replacement estimates. Ask the mover for its claim form and deadline, and file well before it. After you submit, FMCSA says the mover has 30 days to acknowledge the claim and 120 days after that to give you a disposition. The mover may take 60-day extensions if it needs them, but it has to tell you in writing.
| Step | Deadline |
|---|---|
| Mover acknowledges your claim | Within 30 days of receiving it |
| Mover gives a disposition | Within 120 days |
| Extensions | 60 days at a time, with written notice to you |
If the mover doesn't respond
Keep copies of everything you send and note the dates. FMCSA's Protect Your Move site is the federal starting point for interstate mover problems. A clear paper trail helps whatever you do next.
Before your next move
Coverage, inventories and photos are easiest to sort out before the truck arrives. Read up on in-state and out-of-state moves, or see the moving overview. For an estimate, request a quote or call (508) 400-5788.
Common questions
How long does a mover have to respond to a claim?
For interstate moves, FMCSA says the mover has 30 days to acknowledge the claim and 120 days to give a decision. It can extend in 60-day steps if it tells you in writing.
What is Full Value Protection?
It makes the mover responsible for the replacement value of lost or damaged goods in the whole shipment. Under federal rules it applies unless you choose Released Value.
Should I sign the delivery paperwork if something is broken?
Write the damage on the paperwork first. Then sign, and keep your copy.
Do these rules apply to a move within Massachusetts?
Not necessarily. They are federal rules for interstate moves. Check the mover's contract and with the Massachusetts Department of Public Utilities.
Planning a move or a cleanout?
Sources
- Cornell Legal Information Institute, 49 CFR Appendix A to Part 375: Your Rights and Responsibilities When You Move, retrieved 2026-09-25, https://www.law.cornell.edu/cfr/text/49/appendix-A_to_part_375
- FMCSA (U.S. Department of Transportation), Protect Your Move: Liability and protection, retrieved 2026-09-25, https://www.fmcsa.dot.gov/consumer-protection/protect-your-move/are-you-moving/liability-protection
- FMCSA (U.S. Department of Transportation), Your Rights and Responsibilities When You Move (booklet), retrieved 2026-09-25, https://www.fmcsa.dot.gov/sites/fmcsa.dot.gov/files/RightsandResponsibilitiesBooklet_2022Update.pdf
General information, not legal advice. Rules and fees change, so confirm details with the agency linked above.