Moving industry know-how
Arbitration for interstate claims
Why interstate household-goods movers must offer arbitration, when it is binding, what the customer must be told, and how it fits with your claims process.
- 2 min read
- Checked against MoveBoard
- For owners & admins
When a customer and an interstate mover can't agree on a loss-or-damage claim (or on extra charges after delivery), federal law gives the customer a way out short of court: arbitration (49 U.S.C. 14708; 49 CFR 375.211).
What a mover must do
- Offer an arbitration program to every interstate household-goods customer — most movers join an industry program rather than run their own.
- Tell the customer about it before the move: a summary of the program goes with the estimate and other required notices. See "Your Rights and Responsibilities" and "Ready to Move".
- Make it fair and affordable — the program must be independent, and the customer's share of the fee reasonable.
When it is binding
- For claims of $10,000 or less, arbitration is binding on the mover if the customer asks for it.
- For claims over $10,000, it happens only if both sides agree.
- The customer can always choose court instead; they can't be forced into arbitration.
How it usually goes
- The customer files a claim with the mover, and the mover decides it. See Claims rules.
- If the customer disagrees with the decision, they ask the program for arbitration.
- Both sides send their papers — the bill of lading, inventory, photos, the claim file.
- The arbitrator decides, usually on the papers, within a set time (often 60 days).
Keep a good file
The arbitrator reads what you kept. Inventory condition notes, pickup and delivery photos, the signed valuation choice, and a written record of every offer and letter make the difference.
In MoveBoard
- MoveBoard's long-distance order for service default includes the arbitration notice, and the customer confirms receiving it when they sign.
- Each claim keeps its history, photos, offers and letters — the file an arbitrator asks for. See How claims work.
Related guides
- Moving industry know-howClaims rules (49 CFR 370)The federal deadlines for loss and damage claims on interstate moves — nine months to file, 30 days to acknowledge, 120 days to decide — what a claim must contain, and how MoveBoard keeps the clocks.
- Moving industry know-how"Your Rights and Responsibilities" and "Ready to Move"The two federal booklets every interstate household-goods customer must get, the other notices that go with them, and when to give them.
- 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.
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