Damage, Loss & Claims Policy

1. What is covered

Every move includes basic goods-in-transit cover. It covers physical damage to, or loss of, goods on your inventory that happens while we are handling them: during loading, transport and unloading, and while our crew is packing them, if we packed them.

The maximum we will pay, per item and per move, is stated on your quote. If your goods are worth more than the limits shown, please consider extended cover.

2. Extended cover

Extended cover raises the limits for higher-value items such as TVs, electronics and antiques. Ask for it when we survey your items. The extra cost and the new limits will be shown on your quote.

For extended cover, please tell us the approximate value of each high-value item, and show us its condition during the survey.

3. What is not covered

Unless your quote says otherwise, our cover does not include:

• Items you packed yourself, unless the box or packaging shows visible external damage caused during the move;
• Pre-existing damage, such as scratches, dents, cracks or loose joints that were there before the move;
• Normal wear and tear, and gradual deterioration;
• Mechanical, electrical or electronic faults not caused by our handling, including faults in appliances that were not disconnected or prepared as asked;
• Cash, jewellery, important documents and other valuables that were not declared to us and listed on the quote. We recommend you carry these yourself;
• Perishable items, including food;
• Plants;
• Pets and other live animals, which we do not move;
• Prohibited items listed in section 8 of our Terms & Conditions, and any damage they cause;
• loss or damage caused by inaccurate information you gave us, or by events outside our control as described in our Terms;
• delays, customs inspections or decisions by border authorities on cross-border moves;
• indirect losses, such as loss of income or extra accommodation costs.

4. Before and on moving day

A few simple steps make any claim much easier:

• Point out fragile, valuable or already-damaged items during the survey.
• Take photos of high-value items before the move.
• On delivery, check your goods against the inventory with the crew leader before you sign off and pay the balance.
• Note any visible damage or missing items on the inventory or tell the crew leader before they leave.

Signing the inventory does not stop you claiming for damage you find later, as long as you report it within 48 hours.

5. How to make a claim

1. Report within 48 hours of delivery, by WhatsApp on +254 735 442 948 or email to hello@migrantmovers.co.ke.
2. Include: your name, job date, a list of the damaged or missing items, and a short description of what happened.
3. Send clear photos of the damage, and of the box or packaging if the item was in one.
4. Keep the items and packaging, and do not repair or throw them away until we have inspected them or told you in writing that we do not need to.
5. If you have them, send receipts, valuations or other proof of the item's value.

We may not be able to accept a claim that is reported after 48 hours, or where the item is no longer available for inspection, unless there is a good reason.

6. How we assess and settle claims

• We will acknowledge your claim within 2 working days.
• We may arrange to inspect the item at your property, or ask a repairer to assess it.
• Once we have all the information, we will tell you our decision in writing.

Where a claim is accepted, we will, at our choice and within the cover limits on your quote:

• repair the item, using a qualified repairer;
• replace it with an item of similar type and quality; or
• compensate you with a payment, based on the item's value at the time of the move, allowing for its age and condition.

Payments are made by M-Pesa or bank transfer. If we replace or pay the full value of an item, we may ask to keep the damaged item.

7. Storage, cleaning and other services

If goods in our storage are damaged or lost, report it as soon as you notice, using the steps in section 5. Cover for stored goods is stated on your storage quote.

If you believe something at your property was damaged during a cleaning, fumigation or landscaping job, tell us within 48 hours with photos. We will look into it fairly. Our liability for these services is explained in section 15 of our Terms & Conditions. For cleaning quality issues, see the re-clean guarantee in our Cancellation, Rescheduling & Refund Policy.

8. If you disagree with our decision

If you are not happy with how we have handled your claim, reply to our decision explaining why, and a senior member of our team will review it. If we still cannot agree, the dispute process in section 19 of our Terms & Conditions applies. Nothing in this policy affects your rights under Kenyan law, including the Consumer Protection Act, 2012.

9. Contact us

Migrant Movers, Nairobi, Kenya. Monday to Sunday, 7:00am to 7:00pm.

• WhatsApp: +254 735 442 948
• Phone: +254 20 830 3328
• Email: hello@migrantmovers.co.ke

How we handle the photos and details you send with a claim is explained in our Privacy Policy.