Are Removalists Liable for Damage? What Insurance Actually Covers

It’s the question nobody asks until something breaks: if a removalist damages your furniture, who pays? The short answer is that it depends entirely on what type of cover they hold — and most people assume they’re covered by something that doesn’t actually cover their belongings at all.

The insurance most removalists have (and what it doesn’t cover)

Public liability insurance is what nearly every legitimate removalist carries. Move4U holds $20 million. But here’s the part that surprises people: public liability covers damage to property and people — a scratched wall, a damaged lift, an injured bystander. It does not automatically cover the goods being carried.

Transit or goods-in-transit insurance is the cover that protects your actual belongings while they’re on the truck. It’s usually separate, and for interstate moves it’s worth asking about specifically.

If a removalist says “we’re fully insured”, ask which one they mean. It’s a fair question and a good operator won’t mind answering it.

Are removalists legally liable for damage?

In Australia, removalists must provide their service with due care and skill under Australian Consumer Law. If damage results from negligence — dropping an item, poor loading, not securing the load — the removalist is generally responsible.

Where it gets murkier:

• Items you packed yourself. If a box you packed breaks internally, most removalists exclude it, because they can’t verify how it was packed.
• Pre-existing damage. That chip on the table leg from three years ago isn’t theirs. This is why photographing beforehand matters.
• Inherently fragile or unstable items. Particle-board flat-pack furniture often doesn’t survive being moved twice, regardless of care.
• Items you were warned about. If the crew flags that a marble top may crack and you ask them to proceed anyway, that’s usually on you.

How to protect yourself before the removalists arrive

1. Ask for the certificate of currency. A real one names the insurer, the policy number and the expiry date. Most strata buildings ask for it anyway.
2. Photograph everything valuable before the crew arrives, with the date on. Five minutes now settles arguments later.
3. Point out fragile and high-value items at the walkthrough. A good crew will tell you honestly whether something is at risk.
4. Don’t put jewellery, documents, or cash on the truck. Carry them yourself.
5. Get the damage recorded on the day, not a week later. Claims made after the fact are much harder to prove.

How Move4U handles removal damage claims

We photograph pre-existing damage before we start, so there’s a record for both sides. If something happens during the move, it goes on the damage form immediately — not discussed later. And you sign a completion form after a walkthrough, before we invoice, so nothing is disputed after the money changes hands.

Our $20 million public liability certificate is available on request, and we send it directly to building managers who ask.

Frequently asked questions

Are removalists liable for damage?

Generally yes, where damage results from negligence, under Australian Consumer Law’s due care and skill guarantee. Exclusions commonly apply to owner-packed boxes, pre-existing damage and inherently fragile items.

Do removalists have insurance?

Most carry public liability insurance, which covers property and people but not necessarily the goods on the truck. Transit insurance covers the belongings themselves and is usually separate.

What is a certificate of currency?

A document from the insurer confirming a policy is active, naming the insurer, policy number and expiry date. Ask for it before booking.

What should I do if my furniture is damaged?

Report it on the day, before signing the completion form, and make sure it’s recorded in writing with photos.

Should I take out my own moving insurance?

For high-value items or interstate moves it’s worth considering. Ask your removalist what their cover actually includes first.

See our rates or get a free quote.