When hiring long distance movers, most customers assume their belongings are protected the way a homeowners policy protects them. That assumption is wrong, and it can cost them thousands of dollars. Olympia Moving & Storage, a Boston moving company, released a guide explaining how liability coverage actually works when items arrive damaged. The guide addresses a widespread misunderstanding that leaves consumers vulnerable during one of life's most stressful events.
The core issue is the difference between valuation and insurance. Many customers conflate the two, expecting full replacement value without realizing that interstate movers are only required to offer two basic coverage levels. Released Value Protection, which comes at no additional cost, pays just 60 cents per pound per article. A 25-pound television that cost $800 would settle at only $15. Full Value Protection, by contrast, obligates the mover to repair the item, replace it, or offer a cash settlement based on current market value. Customers typically choose between these options during the estimate, sometimes in under five minutes, often without a clear explanation of what the difference means.
"Most customers assume they are covered the way their homeowners policy covers them, and that is not how this works," said Piet Gauchat, president of Olympia Moving & Storage. "We would rather have the slightly awkward ten minute conversation during the estimate than a frustrating one after delivery." That frustration is common because federal rules govern the claims process, and they favor customers who know their rights. A customer has nine months from the delivery date to file a written claim, after which the mover has 30 days to acknowledge it and 120 days to pay, deny, or offer a settlement. Missing these deadlines can forfeit compensation entirely.
Olympia's guide also stresses preventive documentation. Crews note existing wear on high-value pieces, photograph items, and flag what needs custom crating rather than a blanket and strap. For commercial projects run through Scope360, a single job might include lab equipment, medical devices, and IT infrastructure, so documentation is built into the plan from the first walkthrough. The guide advises customers to declare items of extraordinary value in writing and to report visible damage at delivery while the crew and paperwork are still available. Boxes packed by the customer are also assessed differently than those packed by the crew, a detail that catches many people off guard.
"Nobody wants to talk about damage before a move," Gauchat said. "But the customer who understands the coverage they picked is the customer who never gets blindsided." For those planning a long-distance relocation, the guide underscores that the time to ask questions is before the truck pulls away, not after. Olympia Moving & Storage handles long distance residential moves and commercial relocations across Boston, Washington, D.C., Philadelphia, Austin, and Tampa. The company is headquartered at 17 Bridge Street, Watertown, MA 02472.
