MoveBoardWhen a customer and an interstate mover can't agree on a loss-or-damage claim (or on extra charges after delivery), federal law gives the customer a way out short of court: arbitration (49 U.S.C. 14708; 49 CFR 375.211).
What a mover must do
- Offer an arbitration program to every interstate household-goods customer — most movers join an industry program rather than run their own.
- Tell the customer about it before the move: a summary of the program goes with the estimate and other required notices. See "Your Rights and Responsibilities" and "Ready to Move".
- Make it fair and affordable — the program must be independent, and the customer's share of the fee reasonable.
When it is binding
- For claims of $10,000 or less, arbitration is binding on the mover if the customer asks for it.
- For claims over $10,000, it happens only if both sides agree.
- The customer can always choose court instead; they can't be forced into arbitration.
How it usually goes
- The customer files a claim with the mover, and the mover decides it. See Claims rules.
- If the customer disagrees with the decision, they ask the program for arbitration.
- Both sides send their papers — the bill of lading, inventory, photos, the claim file.
- The arbitrator decides, usually on the papers, within a set time (often 60 days).
Keep a good file
The arbitrator reads what you kept. Inventory condition notes, pickup and delivery photos, the signed valuation choice, and a written record of every offer and letter make the difference.
In MoveBoard
- MoveBoard's long-distance order for service default includes the arbitration notice, and the customer confirms receiving it when they sign.
- Each claim keeps its history, photos, offers and letters — the file an arbitrator asks for. See How claims work.