If a mover dents a piece of furniture or drops a box, the moving company is responsible. We hold liability and transport insurance and compensate damage caused by our negligence according to the item's current value. The customer is responsible for the contents of boxes they packed themselves, when the damage is caused by the packing rather than the handling. Report damage as soon as possible and in writing, to us within 14 days of the move. Home insurance can cover what the moving company doesn't, but the terms vary between insurers.
Who is responsible for what
| Situation | Responsible |
|---|---|
| A mover drops a box or dents a piece of furniture | Moving company |
| A door frame or wall gets damaged during carrying | Moving company, when caused by negligence |
| Dishes broken in a box you packed, box intact | Customer: the damage comes from the packing |
| Surface scratch on an unprotected glass table | Customer, unless caused by negligence |
| An item packed by the moving company breaks | Moving company: when we pack, we are responsible for the packing |
| A valuable item nobody was told about | Assessed case by case, so always mention it in advance |
The line follows two questions: who packed, and was the damage caused by the handling. If you order packing help and stretch-film wrapping, responsibility for the packing moves to us. The full terms are in our terms of service.
Before the move: five ways to prevent damage
01Photograph valuable items
Take phone photos of your most valuable furniture, art and electronics before the move. A photo shows whether a scratch was there before, and it speeds up any claim in both directions.
02Mention special items in advance
A piano, a safe, art, antiques or a large aquarium: one sentence in your quote request is enough. Then the right equipment and, if needed, a third mover come along, and nothing has to be improvised on the stairs.
03Pack fragile items properly
Plates on edge, glasses upright, heavy things in small boxes and no more than 15 kg per box. Mark the box FRAGILE. Detailed instructions are in our guide to packing dishes.
04Wrap valuable furniture
Soft moving blankets are always included in the price. Light-coloured sofas, upholstered chairs and glossy surfaces are worth wrapping in stretch film as well: €40 includes a roll and the wrapping work.
05Valuables travel with you
Jewellery, cash, documents, passports, laptops and medicines travel in your own car or bag. They don't belong in the moving load, and their loss or damage then never has to be sorted out afterwards.
On moving day: look before you sign off
At unloading, our crew checks all boxes together with you: their number and condition. A dented, damp or torn box is recorded on the spot. The check is working time and is billed at the hourly rate, but it saves sorting things out afterwards.
Once the load is unpacked, also walk through the new home with the movers. Check the surfaces, corners and legs of large furniture, as well as door frames and floors along the route. If you notice something, point it out on the spot and take a photo. Damage noted on site is the easiest to resolve.
You can't see the contents of fragile boxes at unloading. Open them within a few days, and if something is broken, photograph both the item and the box before throwing away the packing materials. The condition of the box shows whether the damage came from handling or from packing.
How to file a complaint
- Photos: the damaged item close up and from a distance, the box and the packing material.
- Description: which item, what damage and at what point it was noticed.
- Value: the item's age and purchase price, preferably a receipt or order confirmation.
- Send it in writing: to us at info@mover.fi within 14 days of the move.
We handle every complaint personally. Compensation is based on the item's current value. Current value means what the item was worth at the time of the damage, taking its age and wear into account, not the price of a new equivalent. If the item can reasonably be repaired, compensation is usually the cost of the repair.
If we can't reach an agreement, consumers always have the right to contact the consumer advisory service (kuluttajaneuvonta) and to take the dispute to the Consumer Disputes Board (kuluttajariitalautakunta). Both are free for consumers.
Ask every moving company whether they have liability and transport insurance and who will actually do the move. If a quote is much cheaper than the others, the reason may be that there is no insurance or the work goes to a subcontractor. That is exactly what matters when something breaks.
What home insurance covers during a move
Home insurance in Finland is tied to the home, and during the move your belongings are between two homes. Check three things before moving day:
- The new home's insurance starts on moving day at the latest, and the old one stays valid as long as your things are in the old home.
- Whether your policy covers breakage of belongings during a move. The broadest home insurance policies often cover sudden breakage, narrower ones don't.
- The size of the excess. For small damage, a claim isn't worth making if the compensation stays below the excess.
Home insurance is most useful when damage happens to items you packed or carried yourself. If the moving company caused the damage, claim compensation from the moving company first.
Frequently asked questions about moving damage
Who pays if something breaks during a move?
The moving company covers damage caused by its negligence in handling or transport. The customer is responsible for the contents of boxes they packed themselves, if the damage comes from the packing. Mover.fi compensates damage caused by negligence according to the item's current value.
How soon do I have to report moving damage?
As soon as possible and in writing. With us, complaints are made within 14 days of the move to info@mover.fi. Attach photos of the item and the packing, and the item's age and purchase price.
Do movers cover the contents of boxes I packed myself?
No, if the damage comes from the packing and the box is intact. If the box was dropped or crushed during handling, the moving company is responsible. If you want us to be responsible for the packing, order packing help.
What does current value mean in compensation?
Current value is what the item was worth at the time of the damage, taking its age and wear into account. It is usually less than the price of a new equivalent. If the item can reasonably be repaired, compensation is usually the cost of the repair.
Does home insurance cover moving damage?
Broad home insurance often covers sudden breakage of belongings during a move too, but the terms vary between insurers. Check the scope of your policy and the excess before the move, and make sure the new home's insurance starts on moving day at the latest.
Mention valuable items in advance
List a piano, art or antiques in your quote request. We'll bring the right equipment, and the estimate will hold on the day.