Claims settings

Settings › Documents & bill of lading › Claims sets how damage claims work. The customer reports damage on their own claim page from a link you send in one press; MoveBoard works out what they're owed under the protection they chose, and they accept and sign, decline, or ask you to call.

Before you start

Anyone who can open Settings can change this page. Nothing is saved until you press Save (the footer reads Changes not saved). The federal rules (49 CFR 370 and 375) are the defaults; a state or your tariff may differ.

The cards

Damage claims

• Claims on — off, the order window's Claims button and the claim links stop working for this branch.
• Claims person — owns every new claim and gets its tasks (review, call back, pay). Nobody — new claims stay Unassigned until someone presses Take it; their tasks go to everyone who can manage claims.

When the offer shows — what MoveBoard works out is an offer; choose when the customer sees it, for Released value and Full Value Protection separately:

• Right away (customer sees and can sign) — unless something needs a person (property damage, owner-packed or high-value items, a missing weight, a late claim).
• After the office reviews — every claim waits for you to send the offer.

After the customer sends a claim — for Local and hourly moves and Long distance moves separately:

• One submission only, or Allow missed items until the legal deadline. Even with one submission, reopen a claim when an interstate customer contacts you within the filing window.

Report damage in the portal — Only from the office's link, or Always in the portal for completed moves ("Report damage" shows in the portal menu once a job of the move is completed).

Paying a claim — what Mark paid does once the customer has signed:

• Record on the claim only — the order's payments don't change.
• Card refunds go through the refunds flow — Refund to card really refunds one of the order's card payments.
• Every claim payment is a refund on the order — a check, cash, bank transfer or Zelle is also written in the order's payments as a refund.

Paying into the order's money also needs the Can process a refund permission.

Denial letters — add the arbitration sentence to the denial email for Long distance moves (required for interstate moves) and Local and hourly moves.

The numbers — Released value rate (per pound per article; federal: 60¢), Filing window (months after delivery; federal minimum 9), Decision due (days to pay, decline or make a firm offer; federal 120).

The invitation — the Email template and Text template sent with Send claim link (templates in the folder "Claims", under Communication › Templates).

The customer's answers — Let the customer decline the offer. Off, they accept and sign, or ask you to call.

Settlement document — what the customer signs to accept an offer. Click the title and the words to edit them; Variable puts a claim detail at the cursor. MoveBoard lays it out with your logo, the claim's facts, the amount, the items and the signature box. The parts MoveBoard fills in are shown faded, each with a small grey note above it — Your logo and contact — from Company info, Filled in for each claim, The customer signs here — so you can see what comes from where; the notes never cover the document. Have your lawyer or insurer look at the words once.

See File a claim over the phone.

If something goes wrong

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