Movers Lost Your Stuff? Here’s What to Do Next (A Step-by-Step Guide)
It’s one of the most gut-wrenching moments of any move. You’re surrounded by a sea of cardboard, slowly unpacking, when a sinking feeling hits you: something is missing. It could be a single box labelled “kitchen essentials,” or worse, a valuable piece of furniture or an irreplaceable box of family photos.
A last-minute cancellation from your moving company can feel like a catastrophe. The stress, the anger, and the sheer panic can be overwhelming. But before you spiral, take a deep breath. This is a solvable problem. While it’s a massive inconvenience, you have options, and you can get through this.
This guide is your emergency action plan. We’ll walk you through exactly what to do, step-by-step, when you discover items are missing after your move.
Step 1: Don’t Panic. Conduct a Thorough Search First.
Before you pick up the phone to accuse anyone, you need to be 100% certain the item is actually missing and not just misplaced in the chaos. Moving is hectic, and things end up in strange places.
- Unpack Everything: Systematically unpack every single box, even the ones labelled for the garage or a spare room. The “missing” box of towels could have been accidentally put with the office supplies.
- Check Everywhere: Look behind furniture, inside cupboards, in the garage, the car, and at your old property if you still have access. Call your old real estate agent to ask if anything was left behind during the final inspection.
- Think Vertically: Could the box be buried at the bottom of a stack? Could it have been mistaken for something else?
Only once you have methodically searched everywhere and accounted for all other boxes can you be sure the item is truly gone.
Step 2: Check Your Inventory List (The Bill of Lading)
This is the single most important document in your move. The inventory list, often part of the Bill of Lading, is the list of all your belongings that were loaded onto the truck, which you should have signed before the removalists departed.
Find this document and check if the missing item or box was recorded. Professional movers often use a numbering system, placing a sticker on each item and marking it off the list as it’s loaded and unloaded. Check for any items that weren’t ticked off upon delivery. This list is your primary piece of evidence.
Step 3: Contact the Removalist (The Right Way)
Now it’s time to make contact. How you approach this first conversation can set the tone for the entire process.
- Stay Calm and Professional: Start the conversation politely. Don’t call yelling or making accusations. A calm approach is much more likely to get a cooperative response.
- Be Specific: State your name, your moving date, and your job number. Clearly describe the missing item or the label on the missing box. Refer to the inventory list number if you can.
- Ask Them to Check: The first possibility is a simple mistake. Your box could have been left on the truck by accident and delivered to the next customer, or it might be sitting in their depot. Ask them to perform a thorough check of their vehicle and warehouse.
- Follow Up in Writing: After the phone call, immediately send an email summarising the conversation. This creates a formal paper trail. For example: “Hi [Company Name], following up on our call today, I’m writing to formally notify you that box #42, labelled ‘Master Bedroom – Linens,’ is missing from my delivery on [Date]. As discussed, please let me know the results of your search of the truck and depot.”
Step 4: Understand Your Contract and Insurance
If the removalist can’t locate your items, your next step is to file a claim. To do this, you need to understand the terms you agreed to. Pull out your original contract and look for sections on liability and insurance.
In Australia, you generally have two types of cover:
- Limited Liability (or Transit Insurance): This is the basic, legally required insurance that most removalists carry. It offers very limited protection and often only covers you if the entire truck is involved in an accident like a fire or collision. It may not cover individual lost items.
- Comprehensive Moving Insurance: This is a separate, more extensive policy that you either purchased through your moving company or a third-party insurer. This type of insurance covers your goods for their full replacement value against a wider range of risks, including loss or damage during transit.
Your contract will specify the level of cover you have and, crucially, the time limit you have for making a claim.
Step 5: File an Official, Written Claim
Your moving company should provide you with a claim form. If not, you’ll need to write a formal claim letter or email. It must include:
- Your name, contact details, and moving job number.
- A clear statement that you are filing a claim for lost items.
- A detailed list of every missing item.
- The estimated value of each item.
- Any proof of ownership or value you have, such as receipts, bank statements, or photos of the items in your home before the move.
- A reference to your inventory list showing the items were loaded.
Be factual and attach all relevant documentation.
Discovering missing items after a move is incredibly stressful, but by following a calm, methodical process, you give yourself the best possible chance of either recovering your belongings or receiving fair compensation.
Frequently Asked Questions
How long do I have to file a claim for missing items?
This is critical. Most moving contracts have a very strict time limit, often as short as 7 days from the delivery date. You must check your contract and notify the company in writing within this period, or you may forfeit your right to claim.
What if I didn’t create an inventory list?
It makes your claim much harder, but not impossible. You will need to rely on other evidence to prove the item existed and was part of the shipment. Photos of your home before it was packed, receipts, or credit card statements can help establish ownership and value.
Is the moving company always liable for lost items?
Not necessarily. Their liability is determined by the contract you signed and the level of insurance you chose. If you packed your own boxes (“PBO” – packed by owner), they may argue they are not responsible for the contents. This is why choosing a reputable mover and understanding your insurance options is so important.
What can I do to prevent this from happening on my next move?
- Choose a reputable, insured, and well-reviewed removalist. Check if they are an AFRA member.
- Take photos or a video of your belongings, especially high-value items, before the move.
- Create your own detailed inventory list and check it off with the movers at both ends.
- Keep irreplaceable and highly valuable items (jewellery, passports, important documents, laptops) with you. Do not put them on the truck.