From our first conversation, it’s our goal to provide you with a great moving experience. We take your needs seriously and we strive to exceed your expectations. We invest in finding the right people, encourage them to be conscientious, and equip them to be successful. While we do everything in our power to make your move go as smoothly as possible, sometimes circumstances beyond our control can result in a damage occurring. Unfortunately, these damages are a part of the moving industry. It is our policy to make sure we take care of you before, during, and after the move, so we’re dedicated to making things right in a fair and timely manner.
WHAT DO I NEED TO PROVIDE TO START A DAMAGE OR MISSING ITEMS CLAIM?
In order to start the damage claim process, you must complete and submit the Heft Damage Claim Form, photos of the damaged items or structures, and proof of weight for any damaged items within 3 business days of your move date.
In order to start a missing items claim, you must complete and submit the Heft Missing Items Claim form and proof of weight for your items within 3 business days of your move.
HOW DO I FIND PROOF OF WEIGHT FOR MY DAMAGED OR MISSING ITEMS?
Weight information for damaged items can usually be found in the product specification information on most company websites. Please include this documentation with your claim. If you are not able to find information on the weight of any claimed item, please let us know and we will refer to the moving industry standard average weight for that item.
Please note, you are not required to submit any weight information for structural damage that may have occurred during your move.
WHAT IF I AM NOT ABLE TO FILE MY CLAIM WITHIN 3 BUSINESS DAYS OF MY MOVE?
If you are not able to file your claim within three business days of your move date, please contact our office by emailing email@example.com and notify us before the third business day since your move date has passed. The Claims Team will review the situation and get back to you as soon as possible.
HOW LONG WILL IT TAKE FOR YOU TO PROCESS MY CLAIM?
Typically, it takes up to 30 business days to review and process a claim once all relevant information and documentation has been submitted to firstname.lastname@example.org. However, every claim situation is different and some may take longer to process and resolve.
Please note, we will not begin processing a claim until your balance with Heft is paid. You are still required to submit your claim form and any supporting documentation within the three business day filing window even if you have an outstanding balance with Heft. We will place a hold on your claim until the balance is paid. Once your bill is paid, we will process the claim as soon as possible.