Skip to content
MoveBoardHelp

Deny a claim

Close a claim as denied with your reason in writing — the customer gets a letter by email, with the arbitration sentence when your settings call for it.

2 min readChecked October 4, 2026
Owner & admin

When you decide not to pay a claim, close it as denied. The law asks for the reason in writing, so MoveBoard won't close it without one.

Before you start

You need Can manage claims.

Deny it

  1. Open the claim and press Close claim (in red, in the bar at the top).
  2. Under Why it is closed, choose Denied (the customer is told why).
  3. Type The reason, in writing (required).
  4. Press Close claim.

"The claim is closed." The claim moves to Closed, and the history records who closed it and the reason.

The letter the customer gets

An email, "About your claim CL-0012": that you reviewed the claim carefully and can't pay it, with your reason quoted.

Denial letters in Settings › Documents & bill of lading › Claims decides whether it adds the arbitration sentence — "For a claim of $10,000 or less on an interstate move, you may also ask for arbitration, and we will agree to it." Set it separately for Long distance moves (on to start; required for interstate moves) and Local and hourly moves (off to start).

Other ways to close a claim

Why it is closed also offers Withdrawn by the customer, No response from the customer, Resolved another way and Opened by mistake. For these a note is optional and no letter is sent.

Changed your mind?

Reopen on a closed (or declined) claim opens it again: "The claim is open again."

If something goes wrong

  • "A denied claim needs the reason in writing (49 CFR 370.9)."
  • "Pick why the claim is closed."
  • "Filling in a claim, offers, settlements, payments and closing need “Can manage claims”."
Was this helpful?
Next in ClaimsSubmit once vs adding missed items