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A to Z Moving and Driving

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Customer care & move support

Moving Loss, Damage & Service Support

If something went wrong during your move with A to Z Moving and Driving, share the details here. Use this form to report missing belongings, damaged items, damage to a home or building, or a service issue.

Need help finding your move documents? Contact our moving team. For general service and estimate information, review our moving prices and what is included.

Describe each item or event and the resolution you are requesting. Give the dollar amount claimed or enough information to determine it. We may request relevant information as we review your submission.

Start My ClaimQuestions? (216) 956-2448

Before you begin

Understand Your Protection

Valuation Coverage & Your Moving Agreement

Valuation establishes our financial responsibility for covered loss or damage. It is not a separate insurance policy. Review your options before loading and personally select the applicable choice on your estimate and bill of lading.

Basic / Released Value: $0.60 Per Pound Per Item

There is no additional valuation charge for this option. If you select it in writing, reimbursement for a covered lost or damaged article is limited to sixty cents multiplied by that article’s weight in pounds.

Example: a 50-pound television has a maximum of $30 under this option, regardless of its purchase price or replacement cost. This is weight-based protection, not full replacement coverage.

Ohio Full Replacement Value

This option covers the whole shipment. The declared replacement value is the amount you declare or at least $6 multiplied by the shipment’s weight in pounds, whichever is greater. Total reimbursement is limited to the applicable declared shipment value.

Our current Ohio plan: $0 deductible; $10 per $1,000 of applicable declared value, with a $100 minimum. The election and charge must match your estimate and bill of lading before loading.

A to Z expressly reserves the right to repair damaged goods in lieu of reimbursement when stated in your signed documents. Resolution may involve repair, comparable replacement or payment under the applicable terms.

Disclose High-Value Belongings Before Loading

Identify each article worth more than $100 per pound on your high-value declaration before the move. Include descriptions, declared values and supporting receipts, appraisals or condition photos when available. Failure to disclose such an article may limit reimbursement.

Preparation & Protection Matter

Confirm a complete inventory, disclose pre-existing damage and special-care items, and review the agreed materials and any item-specific waivers. Televisions need proper moving boxes; mattresses and box springs need the required protection. For labor-only work, confirm adequate blankets and straps. The agreed packing, item condition and A to Z’s role are considered during review.

Moving Across State Lines?

Interstate moves use their applicable federal valuation documents, rates and elections. The Ohio plan above does not substitute for those documents. Full Value Protection applies unless you properly waive it and select Released Value in writing. Ask your specialist to explain your move-specific coverage before signing.

Keep a Clear Claim Record

Report the concern promptly and keep the item, packaging and supporting photos available for review. Include your move date, estimate or bill of lading, selected valuation, item description, weight, age, proof of value and requested amount. Do not repair or discard the item before we have a reasonable opportunity to inspect it, unless immediate action is needed to prevent further damage.

Ohio intrastate claims: you have at least 60 days to file; acknowledgment is due within 15 days and a response within 30 days after receipt. Interstate claims: you have nine months from delivery to file a written claim. Use the form below or send your written claim and supporting documents to claims@atozmovinganddriving.com.

The signed estimate, bill of lading, valuation election and applicable rules govern your move. A blank Ohio election must be resolved before loading; it does not automatically select the $0.60 option.

Reference: Ohio Valuation Requirements · Interstate Valuation & Claims

Start My Claim

A Clear Record Helps Us Review Your Concern.

Have your move date, job or bill of lading number if available, and a description of what happened. Number each claimed item or event so its details and requested amount are easy to match.

Keep damaged property and removed parts until we have had a reasonable opportunity to inspect them, unless immediate work is reasonably necessary for safety or to prevent more damage. Photograph emergency work before and after when practicable, and keep invoices and parts when practical.

Missing photos, receipts or estimates do not prevent you from submitting a written claim. Send available supporting records separately after submitting.

01 · Report the details

Identify your move, describe each loss, damage or service issue, and state the amount or calculation method.

02 · Share your records

Email available photos, estimates and records with your name and move date. Keep the originals and a complete copy.

03 · Review & follow-up

We review the facts and relevant shipment documents. Submitting a claim does not by itself establish liability or payment.

Claims information & applicable timelines

Submitting this exact form is not the only way to make a legally sufficient written claim. A to Z will not reject an otherwise legally sufficient written claim solely because this form was not used. This form does not replace or modify the signed estimate, bill of lading, valuation/reimbursement election, declared shipment value, deductible, tariff, addendum, or other valid shipment document. Applicable law and valid signed shipment documents control if there is a conflict.

Ohio intrastate household-goods loss/damage claims: A carrier may not establish a claim-filing period shorter than 60 days. A written loss/damage claim must be acknowledged in writing within 15 calendar days after receipt. For household-goods claims, the carrier must pay, decline, or make a firm written compromise settlement offer within 30 days after receipt.

Interstate household-goods loss/damage claims: Federal law does not permit a carrier to establish a claim-filing period shorter than 9 months. A proper interstate claim generally must identify the shipment, assert carrier liability for the alleged loss, damage, injury, or delay, and demand a specified or determinable amount of money. Federal claim-processing rules generally require written acknowledgment within 30 days and payment, declination, or a firm compromise offer within 120 days; if the claim remains pending, written status and the reason for delay are generally required at 60-day intervals thereafter.

These loss/damage claim deadlines do not necessarily govern a service-only complaint that does not assert loss or damage to property. For Ohio intrastate customer complaints, A to Z will report complaint status within 15 business days after receipt and, if the complaint remains unresolved, provide interim status at 5-business-day intervals unless otherwise agreed by the customer and/or commission staff.

Ohio intrastate customers whose complaint is not resolved after contacting the carrier may contact the Public Utilities Commission of Ohio (PUCO) at 1-800-686-7826. Hearing or speech impaired customers may use 7-1-1 Ohio Relay Service.

Tell us what happened

Customer claim form

Required fields are marked with an asterisk. If you do not know a detail, say “Unknown” and explain what you can.

Enter what you have. If unknown, say “Unknown”.
Include both dates if different.
Move type
2. What are you claiming?
For EACH item or event, provide a numbered entry. Include inventory/tag, item/area, brand/model/serial, identifying details/dimensions, origin/intended destination, condition immediately before the move, exact loss/damage/service failure, and when/where first noticed. Include who packed/handled it if known. You can list multiple items here.
For each numbered item: age, original purchase price/date, estimated weight, and whether worth more than $100 per pound (Yes, No, Not sure or N/A). Packed by: Customer, A to Z, Original packaging or Unknown.
For each numbered item, state repair/replacement cost, source/vendor, and amount requested or a clear method for determining it. Missing receipts or estimates do not prevent submission.
Requested resolution
If applicable: exact location, condition before/after the move, whether pre-existing damage was present (No, Yes or Not sure), and description of any pre-existing damage.
State whether full-area/close-up photos and a contractor estimate are available, unavailable or pending. Explain emergency mitigation, why it could not reasonably wait, and available invoices/records.
If applicable: identify the included/promised service and what was not completed or needed correction.
Who received your instructions and when? Did placement or instructions change? Explain changes, extra time/out-of-pocket costs claimed and available supporting records.
5. Supporting evidence available
Describe available records or add item details. After submission, email photos and documents to moving@atozmovinganddriving.com with your name and move date. Keep originals. Do not send full bank/card numbers.
Have you submitted the same loss to another insurance, warranty or claim program?
Have you received any payment, repair, replacement, refund, chargeback or other recovery for this loss?
State the total dollar amount claimed. It should equal all item amounts plus separately documented costs. If a final amount is not yet available, give a clear calculation method that makes the amount determinable.
7. Claimant certification

I certify that the information and documents I submit are true and accurate to the best of my knowledge. I have not knowingly altered evidence related to this claim and I have identified any other recovery known to me for the same claimed loss. I authorize A to Z Moving and Driving, LLC to contact the repair vendors, contractors, manufacturers, or other sources I identify solely to verify claim-related facts, estimates, diagnoses, and records.

I understand that the amount I request is my claim demand and does not, by itself, establish A to Z’s liability or the amount payable. A to Z may evaluate causation, pre-move condition, repairability, the applicable valuation/reimbursement election, declared shipment value, deductible, high-value disclosure, signed shipment documents, applicable law, and other relevant evidence.

My signature on this claim form is NOT a release, settlement, waiver, confidentiality agreement, or admission by either party. Any settlement or release will be documented separately after the claim is investigated.

Month / day / year

Send supporting photos & documents

Email available records to moving@atozmovinganddriving.com, using your name and move date in the subject line. Keep a complete copy of everything you submit.

Submitting this exact form is not the only way to make a written claim. Contact our office if you need another way to provide your information.