The move is complete, the boxes are (finally!) unpacked – and then the shock: your favorite glass is broken, the dresser has a scratch, or even worse, a box seems to have disappeared without a trace. Damage or losses during a move are annoying, but unfortunately not uncommon. The important thing now is to stay calm and proceed systematically. Because only with the right approach can you secure your claims and have the damage settled.
1. Stay Calm and Act Immediately: Reporting Deadlines Are Crucial
The biggest trap in the event of damage is often missed deadlines. Act immediately if you notice damage or loss!
- Visible damage: Report obvious damage (e.g., broken panes, large scratches on furniture) immediately upon delivery of the moving goods or at the latest within one day after delivery. If possible, record these damages directly in the delivery or acceptance protocol.
- Hidden damage: Damage that only becomes visible after unpacking (e.g., a scratch that was under the packaging) must generally be reported within three days after delivery.
- Loss/Missing items: Also report the loss of a box or item within three days after delivery.
Important: These deadlines are legally enshrined (in freight transport law) and are absolutely binding. A delayed report can lead to your claims expiring!
2. Evidence: Document, Document, Document!
In case of damage: the better your documentation, the easier the settlement.
- Photos and videos: Immediately take detailed photos or videos of all damages. Photograph the damage from different perspectives, close-ups, and also the context (e.g., the damaged spot on the furniture, the damaged box, the breaking point of the item).
- Packing material: Keep the packaging of the damaged item. This can be relevant to determine whether the damage occurred due to faulty packaging or improper transport.
- Damage protocol/Defect list: Create a detailed list of all damaged or missing items. Note exactly what is damaged, what the damage looks like, when and where it was discovered. In case of loss: which box or which item is missing?
- Witnesses: If possible, have the damage confirmed by a neutral person (e.g., a friend, neighbor, or the landlord during the apartment handover).
3. Report the Damage: The Formal Procedure
Once you have collected all the evidence, officially report the damage:
- Written report: Send the damage report in writing and by registered mail to the moving company. Attach all photos, the detailed damage list, and a copy of the moving contract.
- Observe deadlines: Make sure again to adhere to the reporting deadlines mentioned above!
- Communication: Remain objective and demanding in your communication with the moving company. Keep copies of all correspondence.
Damage during a move is annoying, but no reason to panic. With a quick reaction and careful documentation, you can successfully assert your claims.