Who pays if movers damage your belongings?

Start with the contract, not the mover's brochure

Get the quote and carriage contract before accepting the job. Check that they record both addresses, dates, access issues, services, price, cancellation or delay terms, who will pack, and whether a subcontractor or storage facility will handle your belongings.

New Zealand's carriage rules allow four contract types: owner's risk, declared value risk, declared terms and limited carrier's risk. Consumer Protection explains each type and says limited carrier's risk applies when the parties have not validly agreed another type. The label matters because it changes what the carrier may have to pay.

Owner's risk can leave a serious gap

With owner's risk, the carrier is generally not liable for accidental loss or damage. Consumer Protection says liability remains where the carrier intentionally causes the loss or damage. Ask what protection you would actually have if a box were dropped, furniture were scraped or the truck were involved in a crash, then compare that answer with your contents policy.

Limited carrier's risk is not full replacement cover

Under limited carrier's risk, the carrier can be liable under the Act, but a statutory limit applies. Consumer Protection currently states a maximum of $2,000 for each unit of goods. A separately accepted item or package may be a unit, so ask the mover to explain how the inventory and boxes will be recorded. The Contract and Commercial Law Act carriage provisions contain the legal detail.

If an item is worth much more than the limit, discuss declared value or separate insurance before it is loaded. Do not assume a verbal assurance changes the written contract.

Check your contents policy across the whole journey

A contents policy may cover a move, but the conditions and limits vary. Consumer Protection recommends checking the policy wording and asking the insurer when anything is unclear. Get written answers for packing, loading, transit, unloading and any overnight or self-storage period.

Tell the insurer who is packing. Ask specifically about self-packed cartons, fragile items, jewellery, artwork, collections and other high-value belongings. Confirm the excess, evidence needed for a claim and whether the mover must meet any policy condition. Carrier liability and contents insurance are separate protections, and neither should be assumed to fill every gap in the other.

Packing decisions need to be recorded

Consumer Protection notes that a carrier may have a defence when loss or damage results directly from goods not being properly prepared or packed. If you pack, follow the mover's written requirements and label fragile cartons. If the mover packs, make sure that service appears on the quote and inventory. Ask both the mover and insurer how they treat owner-packed boxes.

If something is missing or damaged, act promptly

1. Photograph the item, damage and packaging before moving or discarding anything.
2. Note the inventory or box number and when you discovered the problem.
3. Notify the mover and insurer in writing, then follow both claims processes.
4. Keep the contract, quote, inventory, receipts, valuations and messages together.
5. Wait for the insurer's instructions before arranging a repair or disposal.

The Act contains notice requirements, and the contract or policy may require quick action. Consumer Protection's complaints guidance sets out how to raise a problem with a business and keep evidence if the first approach does not resolve it.

Frequently asked questions