Claims
Claims deadlines
The clocks MoveBoard keeps on every claim — acknowledge within 30 days, decide within 120, a status letter every 60 days after — and the customer's filing window.
- 1 min read
- Checked against MoveBoard
- For owners & admins
Federal rules for household goods claims set deadlines for you and for the customer. MoveBoard keeps the clocks on every claim so nothing slips.
Your clocks
From the day the claim is submitted:
- Acknowledge within 30 days. MoveBoard acknowledges a claim the moment it is submitted, by email ("We received your claim…"), so this one is met at once.
- Decide within 120 days — make an offer, pay, or decline. Set Decision due in Settings › Documents & bill of lading › Claims (120 by default; a state or your tariff may differ). Sending an offer or closing the claim meets it.
- Then a status letter every 60 days while it's still open past the decision date.
On the claim, the timer shows "Decision due in 12 days", amber in the last 15 days, and red when overdue ("Decision overdue 3 days"). Past it, "Status letter due …" shows the next letter's date.
On the Claims page, Overdue decisions counts them, and Overdue shows only those claims.
The customer's filing window
The customer has a number of months after delivery to file — Filing window in the Claims settings (9 by default, the federal minimum). The claim page tells them the last day.
A claim filed after it is still accepted, priced and shown to you — but it always waits for the office, and says so plainly, for example "Filed 11 months after delivery — your filing window is 9 months".
Where the numbers come from
The numbers card in the Claims settings holds the Released value rate, the Filing window and Decision due. The federal rules are the defaults.
Related guides
- ClaimsHow claims workHow a claim moves from the customer's report to a signed settlement and payment — the Claims page, its stages, owners and clocks.
- ClaimsDeny a claimClose a claim as denied with your reason in writing — the customer gets a letter by email, with the arbitration sentence when your settings call for it.
- ClaimsSubmit once vs adding missed itemsChoose whether a customer can reopen their sent claim to add things they missed — separately for local and long-distance moves.
- Moving industry know-howGlossary of moving and MoveBoard wordsEvery word you'll meet in MoveBoard and in the moving business — leads and statuses, pricing, valuation, bills of lading, long distance and storage — in plain English.
Still stuck? A person will help.
Open a ticket from Support inside MoveBoard, or email us — we usually reply within one business day.