Relocating your home or office involves many moving parts, and despite the best planning, damages can occur. When items are broken or lost during a move in Kenya, filing a claim is the best course of action. Understanding the claim process ensures that you receive proper compensation and helps protect your rights as a customer.
Step 1: Inspect Items After the Move
Once the movers complete the relocation, inspect your belongings immediately. Don’t wait days or weeks to unpack. The sooner you identify damage, the more credible and actionable your claim will be.
Check for:
- Cracks, dents, or scratches on furniture
- Malfunctioning electronics
- Broken dishes, glassware, or fragile items
- Missing boxes or items
Step 2: Document the Damage
Thorough documentation is key to a successful claim. Before moving or opening damaged boxes:
- Take clear photographs or videos of the damage
- Keep the original packaging if it shows signs of mishandling
- Note the item name, condition, and any serial numbers
If an item is completely missing, refer to your inventory list for confirmation.
Step 3: Notify the Moving Company
Contact the moving company as soon as you detect the damage. Some companies have a 24 to 72-hour window for filing claims. Early notification increases the chances of a swift resolution.
When reporting the issue:
- Call or email the company’s customer service
- Provide your job or invoice number
- Share supporting evidence (photos, receipts, inventory)
Step 4: Request and Complete a Claims Form
Most reputable moving companies in Kenya provide a claims form upon request. This document captures:
- Your personal and job details
- Description of the damaged or missing items
- Date and location of the incident
Fill out the form accurately and attach supporting documentation.
Step 5: Follow Up on the Claim
After submitting the claim form, follow up regularly. Keep records of:
- All communications with the moving company
- Dates of submission and follow-up
- Any promised timelines for resolution
Most companies take between 1 to 4 weeks to assess and resolve claims, depending on the complexity.
Step 6: Understand Compensation Options
Depending on your insurance coverage or contract terms, compensation may come in several forms:
- Repair: If the item is fixable, the company may cover repair costs.
- Replacement: The company may offer to replace the damaged or lost item.
- Cash Settlement: A monetary value may be offered, usually based on weight or declared value.
Be aware that basic liability insurance offers minimal payouts. Full-value protection or third-party insurance offers better compensation.
Step 7: Escalate If Necessary
If your claim is denied or the compensation is inadequate:
- Revisit your contract to verify your rights
- Contact a consumer protection agency or industry body like KIFWA
- Seek legal counsel for large claims
A written complaint or formal mediation may resolve complex disputes.
Tips to Improve Your Claim’s Success
- Declare high-value items before the move
- Use professional packing services
- Maintain a detailed inventory list
- Read your moving contract thoroughly
These steps help ensure the mover is held accountable and that you get fair compensation.
Filing a claim for damaged items in Kenya is a structured process involving documentation, communication, and follow-up. Acting quickly and understanding your rights are essential to a favorable outcome. Ensure that your mover provides a clear claims procedure, and don’t hesitate to seek assistance if the process stalls or feels unfair.