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FILING A CLAIM
We understand the frustration that comes with experiencing damage or loss during your move. To assist us in addressing your concerns, please click on one of the two claim form buttons below. This will help us gather the necessary information to begin processing your claim. We appreciate your cooperation and look forward to resolving this matter.
How to file your claim?
Stage 2
Claim acknowledgment letter
Phase 1
Filing of a claim
Once you are on our website, please click on the "FILE A CLAIM" tab and complete the required information in the fields provided. You will need to choose between two forms:
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Liability Coverage Claim Form – This form applies to the coverage you automatically receive when hiring your moving company to handle your relocation.
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Purchased Coverage Claim Form – This form should be used if you purchased additional coverage, for which you were charged separately.
While filling out the form, you will have the option to upload supporting documents, such as photos and any paperwork issued by your moving company. Alternatively, you can submit these documents via email.
Phase 2
Claims acknowledgment letter
Once we receive your claim form, you will receive an email confirmation along with an assigned claim number, which will be used to identify your claim. A Claim Acknowledgment Letter will be sent to you via email within 24 hours of the next business day. In this email, we will request that you allow 2-5 business days for us to validate your transaction with the moving company against which you are filing a claim or complaint.
Phase 3
Claims Instruction Form
In the acknowledgment / confirmation email, there will be an attachment titled "Claims Instruction Form." This form contains all the necessary information about the claims process, including the terms and conditions you need to be aware of. The claim form will request that you provide supporting documents, such as proof of any damage caused by the movers (clearly labeled pictures), and copies of all relevant documentation provided by your moving company (including the contract, Bill of Lading, and inventory list). Please ensure all documentation is submitted to cs@cafcps.org.
Phase 4
Data collecting and processing of your claim
Upon submission of your claim package, it will be forwarded to our Claims Analyst Department, where a dedicated specialist will thoroughly review all the data provided and work toward reaching a resolution. All materials submitted will be carefully evaluated during the claims process, and any necessary parties will be promptly contacted. Should additional documentation be required during the evaluation that was not previously provided, we will reach out to you via email or phone to request the necessary information.
Please be advised that if your claim package is incomplete or if we are awaiting further documentation from you, the processing of your claim may be delayed. In such cases, your claim will remain in our system as pending until the required documents are received. Kindly note that failure to provide the requested documentation may result in the denial of your claim. We encourage you to respond promptly to ensure a timely resolution.
Phase 5
Settlement letter and agreement with your moving provider
Once your moving provider determines the settlement amount for your claim, our Claims Analyst Department will issue a Settlement Letter to you via email. This letter will outline the details of the settlement offer, as well as the conditions associated with accepting it. You will be required to sign and have the settlement letter notarized before returning it to us.
Upon receiving your signed and notarized settlement letter, we will send you a confirmation of receipt, and the document will be forwarded to your moving company to initiate the release of your payment. Please note that we are a third-party claims processing company and not your moving provider. As such, your contractual agreement is with the moving company, and they are responsible for processing and issuing your claim payment.
Phase 6
How to dispute your settlement letter (If needed)
If you are not satisfied with the settlement letter provided, you must respond directly to the email containing the settlement offer with a formal dispute request. In your reply, please include a detailed explanation of the reasons for your dispute, addressing any specific questions or concerns. Additionally, if there is any supporting documentation that was not submitted previously, kindly attach it to this email as well. This will ensure that our Senior Analyst can thoroughly review your case with all relevant information.
Once your dispute is received, you will receive an acknowledgment email confirming its receipt. Our Senior Analyst will then carefully review your case, including any newly submitted data, to ensure all aspects are taken into consideration.
CAF SERVICES
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CAF Claims Department
CAF Moving Claims is a third-party administration company whose primary function is to provide moving companies with claims processing and customer service.
CAF Arbitration Referral Program
CAF Arbitration Referral Program is an option for dispute resolution for household goods claims when a settlement through the standard claim process cannot be reached.
CAF Tariff Referral
CAF Moving Claim also specializes in moving tariff refferal, get in contact with us to have a custom tariff made for your moving company