Damaged in a Move? How Careful Movers’ Insurance & Claims Process Works

By the Careful Movers Team · Updated August 2026

We take real pride in careful handling, and the vast majority of moves happen without a scratch. But moving furniture always carries some risk, and being open about insurance and claims is part of being a professional mover. This guide explains your cover options, what’s included, how to claim if something goes wrong, and how we work to prevent damage in the first place.

Your two cover options

Every Careful Movers booking comes with a choice of two levels of cover, so you can match the protection to the value of your goods.

	Goods in Transit (GIT)	All-Risk Cover
Cost	Free with every move	Optional – 2.85% of the declared value
What it covers	Fire, collision, hijacking, overturning and vehicle theft while in transit	Comprehensive: fire, collision, hijacking, overturning, theft, vandalism, riot & strike, storm/flood, plus handling damage and dents
When it applies	While your goods are in transit	From the moment we handle your goods until you’re settled in
Limit	Up to R100,000 in total	Based on the values you declare
Best for	Standard household moves	High-value, fragile or irreplaceable items

A summary for guidance only. The full terms, limits and conditions are set out in our Terms and Conditions.

What’s covered, and what isn’t

Goods-in-transit cover protects against the major transit risks listed above, up to R100,000. For fuller protection, all-risk cover extends to handling damage, dents and a wider range of events based on the values you declare.

As with any insurance, some things are excluded. These typically include normal wear and tear, gradual deterioration, mechanical or electrical faults without external impact, and items packed by you rather than by us. High-value items such as jewellery, cash, documents and electronics are best carried personally. We’ll always talk you through what applies to your move.

How to make a claim

If something is lost or damaged, the process is straightforward, and acting quickly matters:

1. Note it on the delivery. Point out any damage to the crew and note it on the delivery paperwork where possible.
2. Tell us within 7 days. Notify us in writing of any loss or damage within seven days of delivery. This time limit is important, so don’t delay.
3. Provide details. Send a description of the item, its value, and photos of the damage. If you took all-risk cover, the values you declared before the move apply.
4. We assess and resolve. Depending on your cover, we may repair or replace the item. We’ll keep you informed throughout.

Declaring the value of your goods accurately before the move, especially anything valuable or fragile, is the single most important thing you can do to make sure a claim goes smoothly.

How we prevent damage in the first place

Insurance is the safety net, but our real goal is that you never need it. On every move we:

• Use trained, uniformed crews, not casual labour;
• Wrap and protect your furniture with blankets, bubble wrap and quality materials;
• Carry your goods in enclosed, satellite-tracked trucks;
• Protect floors, doorways and walls on the way out and in;
• Handle specialised items like pianos, safes and antiques with the right equipment.

Professional packing is one of the best ways to reduce risk, because goods packed by our crew are fully covered and expertly protected.

Tips to protect your move

• Declare high-value items up front so they can be properly covered.
• Choose all-risk cover if you’re moving antiques, art, electronics or anything irreplaceable.
• Photograph valuable items before the move as a record of their condition.
• Let us pack the fragile things – it improves both protection and cover.
• Carry irreplaceables yourself – documents, jewellery, keys and cash.

Frequently asked questions

Is my furniture insured during the move?

Yes. Every move includes free goods-in-transit cover up to R100,000, and you can add optional all-risk cover for comprehensive protection based on the values you declare.

What does goods-in-transit cover include?

GIT cover protects your goods while in transit against fire, collision, hijacking, overturning and vehicle theft, up to a total of R100,000. For handling damage and a wider range of events, all-risk cover is the better choice.

How long do I have to report damage?

You must notify us in writing of any loss or damage within seven days of delivery. Reporting it promptly, with photos and details, helps us resolve your claim quickly.

How much does all-risk cover cost?

All-risk cover is charged at 2.85% of the total declared value of the items you want covered, and it’s optional. It’s well worth it for high-value, fragile or irreplaceable belongings.

Are items I packed myself covered?

Cover is strongest for goods packed by our crew. Items packed by you may be excluded from certain claims, which is why professional packing is recommended for anything fragile or valuable.

Reviewed by the Careful Movers Team — based on our standard Terms and Conditions. This article is a plain-language summary; the full cover terms and limits apply.