Quick answer: If your furniture arrives damaged, take photos straight away, write the damage on the delivery paperwork, and tell your removalist in writing as soon as you can. What you get back depends on your contract and your insurance. Many removalists cap what they pay unless you’ve taken out transit insurance, so check this well before moving day.
How common is damage on a long move?
Most moves go smoothly, but a long trip adds risk. Your things get loaded, strapped down, driven for days and unloaded again, sometimes after a stop at a depot. Common issues include scratches, dents, broken furniture legs and water damage. Knowing your options early means you won’t panic if something goes wrong.
Who pays for the damage?
Often the removalist, if the damage came from poor handling or packing. Under Australian Consumer Law, services must be carried out with due care and skill. That said, it isn’t always clear-cut:
- Likely the removalist’s responsibility: items dropped, badly strapped or crushed under heavy loads.
- Often not covered: boxes you packed yourself, or damage that was already there.
- Depends on insurance: accidents, bad weather and other events outside anyone’s control.
This is general information, not legal advice, so always read your own contract.
What to do straight away
- Check before the crew leaves. Unwrap the big pieces while the movers are still there.
- Take photos and videos. Get wide shots and close-ups, plus any damaged packaging.
- Write it on the paperwork. Note the damage on the delivery docket before you sign. Don’t sign “all good” if you haven’t looked.
- Keep everything. Hold on to broken pieces and packing materials until the claim is sorted.
- Report it in writing. Email the removalist with photos, a list of damaged items and a short description. Some contracts set a tight deadline, sometimes just a few days, so don’t wait.
How much will you get back?
It comes down to what cover you have:
- The removalist’s liability limit: Many contracts cap payment, often by weight or a set amount per item or move. That can be well below what it costs to replace your furniture.
- Transit insurance: This covers loss and damage while your goods are on the road. Check the excess and the exclusions, and whether it pays repair or replacement cost.
- Home contents insurance: Some policies cover removals, but many only cover short local moves. Call your insurer before you book.
Repair or replace?
You may be offered a repair first. Get a written quote from a local repairer so you can compare it with the offer. For valuable pieces, keep receipts, valuations and any “before” photos, because they make your claim much stronger.
What if your claim is knocked back?
Ask for the reasons in writing, then check them against your contract. If you still disagree, you can contact your state or territory consumer protection office, such as Fair Trading or Consumer Affairs. If the removalist belongs to an industry group, that group may also help. A small claims tribunal is the last step if nothing else works.
How to lower the risk before you move
- Pick a removalist that gives a clear written quote and explains its insurance.
- Ask what’s covered, and get the answer in writing.
- Photograph your furniture before packing, especially the valuable items.
- Take apart tables and bed frames where you can, and wrap corners and legs well.
- Mark fragile boxes clearly.
- Buy transit insurance for high-value pieces.
FAQs
Is the removalist always responsible for damage?
Not always. It depends on what caused the damage, who packed the item and what your contract says.
How long do I have to make a claim?
Check your contract and insurance policy, because some have short deadlines. Report damage as soon as you spot it.
Does insurance cover boxes I packed myself?
Sometimes only in part, and sometimes not at all. Read the policy wording before you move.
Can I hold back payment if something is damaged?
Talk to the removalist first, and get advice from your state consumer office before you refuse to pay.
Protect your furniture before the truck leaves
Damage can happen even with a good crew, so the best protection is done early. Know what your removalist covers, add transit insurance if the gap is big, and document your furniture before it’s loaded. Then, if something does arrive broken, you’ll have the photos, paperwork and policy details ready to make a clear claim.
