How customers file a claim

Your customer files their claim on their own page, opened from the link you sent (or Report damage in their portal, if you allow it). It works on a phone and saves as they go.

Before they begin

The first screen says:

1. 1Have your phone handy — for photos: one of the whole item and a close-up of the damage.
2. 2Know roughly what each item is worth. A receipt helps, but it's fine if they don't have one.
3. 3It saves as you go. They can stop and come back with the same link.

and the filing deadline, from your settings.

Item by item

For each thing damaged, the customer answers:

• What was damaged? — Something we moved or The home or building.
• What is it? — the item's name, in a box across the whole card — and its Inventory tag number if it has one (a short box under it) — or, for the home, Where is the damage?
• What happened to it? — Damaged, Lost or missing, or Destroyed — and When did it happen? (at pickup, in transit, at delivery, in storage, or not sure).
• Who packed it? — The movers or I packed it, buttons like the other questions.
• What it's worth (or What it would cost to replace), a Repair estimate if they have one, About how heavy is it?, and the Year bought.
• About the item — brand, model, where it was bought, the price paid, and a link to the exact item online (all optional).
• Tell us what happened, photos of the damage, and a receipt — or I don't have a receipt.

For damage to the home they type the repair cost and/or add the contractor's estimate — or tick I'll send the estimate later.

Sending it

Ready to send your claim? shows everything to check, then Send your claim. They see the claim was received and, depending on your settings, What you're entitled to straight away — see When the offer shows.

They also get an email: "We received your claim CL-0012 (order #…)", with a button to see their claim at any time.

What they need before they can send

Each item lists what is still needed, for example "Still needed: a photo of the damage, a receipt, or tick "I don't have a receipt"." In full:

• at least one item;
• what the item is (or what was damaged);
• the amount they're claiming — or, for the home, a repair cost, an estimate, or I'll send the estimate later;
• a description, for damage to the home;
• a photo of the damage (not needed for a lost item);
• a receipt, or I don't have a receipt.

After they send it

Their page shows where the claim stands in plain words: "Received — we're reviewing it", "We need a little more from you", "Your settlement offer is ready", and so on. They answer offers there, can press Request a call from the company, and sign the settlement there.