Olympia Moving & Storage, a Boston moving company, has released a guide detailing how liability coverage works when hiring long distance movers and what happens when an item arrives damaged. The guide addresses a common gap in consumer knowledge: most customers never learn how coverage works until they need it. It explains the difference between valuation and insurance, the two coverage levels every interstate mover is required to offer, and the federal deadlines that govern claims.
Under federal rules, interstate movers must offer two levels of liability coverage. Released Value Protection carries no additional cost and pays 60 cents per pound per article. For example, a 25-pound television that cost $800 would settle at $15. Full Value Protection obligates the mover to repair the item, replace it, or offer a cash settlement based on current market value. Customers choose between the two during the estimate, sometimes in under five minutes, and sometimes without anyone walking them through what the difference actually 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."
Federal rules take over once something goes wrong. A customer has nine months from the delivery date to file a written claim, and the mover then has 30 days to acknowledge it and 120 days to pay it, deny it, or offer a settlement. These deadlines protect the customer who knows about them.
Olympia documents the condition of items before anything leaves the house. Crews note existing wear on high-value pieces, photograph items, and flag what needs custom crating rather than a blanket and a strap. On commercial projects run through Scope360, a single job might include lab equipment, medical devices, and IT infrastructure, so the team builds that documentation into the plan at the first walkthrough rather than sorting it out on move day.
The guide closes with steps that reduce risk with any mover. Customers should declare items of extraordinary value in writing and report visible damage at delivery, while the crew and the paperwork are both still available. Boxes a customer packs themselves also get assessed differently than boxes the crew packs, which catches people off guard more than any other part of the process.
"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."
This guidance matters because moving is a significant life event, and unexpected damage can lead to financial loss and stress. By understanding the difference between Released Value Protection and Full Value Protection, consumers can make informed decisions and avoid costly surprises. The federal deadlines also empower customers to act promptly if problems arise. For the moving industry, transparent communication about liability coverage can build trust and reduce disputes, ultimately benefiting both movers and their clients.
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.
