Insurance

This policy covers physical loss or damage to your goods whilst in transit including the risks of loading and unloading. The policy limit is detailed within the policy schedule and is the maximum settlement under this insurance policy.

Policy Excess

We offer 2 levels of insurance policy for ‘Goods in Transit’

  1. £500.00 FREE insurance cover which comes as standard with all App and Web bookings
  2. £10,000 cover for an additional cost of £10.00

An excess applies to each and every claim, you are liable for the policy excess. The excess amount depends on the type of move and are as follows:

  1. Removals - Home or Business relocation : £250.00 per move
  2. Car: 0.75% of the value of the vehicle subject to a £250.00 minimum
  3. Motorcycle: 0.75% of the value of the vehicle subject to a £250.00 minimum
  4. Piano: £250.00
  5. All others: £100.00
Does not cover - Excluded Goods:
  1. Jewellery, Watches, Precious Stones, Money, Coins, Bullion, Deeds, Bonds, Securities, Stamps, Livestock, Explosives, Flammables.
  2. Furs, Perfumery, Tobacco, Cigars, Cigarettes, Wines, Spirits and Mobile Phones. However, it is advisable any of the above items should either be carried in person or in a locked storage and the owner(s) retain the key. It is agreed cover will be provided for these items where they are part of a home or office relocation – subject to a limit of £10,000 any one customer, any one job.
  3. Any other goods which you are not permitted to submit for removal/transportation under Vanmove’s Terms and Conditions.

Does not cover damage caused by or consisting of:

corrosion, erosion, rust, wet or dry rot, shrinkage, evaporation, loss of weight, dampness, mould, dryness, marring, scratching, moths, vermin or insects change in temperature, colour, flavour, texture or finish.

Does not cover any financial loss, damage, cost, expense, fine or penalty not directly associated with the incident that caused you to claim.

Does not cover damage or expense caused by delay.

Does not cover damage caused by or consisting of:

  1. depreciation, inherent vice, latent defect, gradual deterioration (including the deterioration of contents in refrigeration units), wear and tear, mildew or frost
  2. breakdown of refrigeration
  3. pollution or contamination

Does not cover claims for missing items, cartons or packages lacking an itemised valued list of contents supplier by the owner prior to commencement of transit.

Does not cover breakage, scratching, denting, chipping, staining and tea ring for subject-matter insured packed by the owner or a third party unless directly caused by the specified perils.

Does not cover damage to second-hand or used goods or machinery loss caused by or consisting of rust, oxidation, scratching, denting, chipping or marring unless the goods have been fully reconditioned.

If you need to make a claim the best way to contact us is via Email: claims@vanmove.com we aim to respond within 3 working days.

When contacting us please remember to include:

  1. Your full name
  2. Your booking ref
  3. Move date and time
  4. Partner drivers name
  5. Full details of what happened
  6. Any supporting photos
Our commitment to customer service

We are committed to providing a high level of customer service. If you do not feel we have delivered this, we would welcome the opportunity to put things right for you.

Who to contact in the first instance

Many concerns can be resolved right away. Therefore in the first instance, please get in touch with us and if we can’t resolve it, we would forward your claim to the broker or insurance intermediary as they will generally be able to provide you with an immediate response to your satisfaction. Contact details will be provided on correspondence that we or our representatives have sent you.

If we can resolve your complaint to your satisfaction within 3 business days we will do so and we will email you. (A business day is defined as Monday to Friday, but excluding bank holidays.)

Complaints that take longer than 3 business days to resolve

If we have not been able to resolve your complaint to your satisfaction within 3 business days, we will keep you updated with progress and provide you with our decision as quickly as possible. This will be in the form of a final decision email.

Next steps if you are still unhappy

If you are not happy with the outcome of your complaint, you can ask the Financial Ombudsman Service to review your case. You will need to contact them within 6 months of the date of our final decision letter.

You can also ask the ombudsman to review your case if we have not provided you with a final decision within 8 weeks of receiving your complaint.

The service they provide is free and impartial. They can be contacted as follows:

Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 08000 234567 (free on mobile phones and landlines)

Email: complaint. info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

The Financial Services Compensation Scheme (FSCS)
We are covered by the Financial Services Compensation Scheme (FSCS) which means that you may be entitled to compensation if we are unable to meet our obligations to you. Further information is available on www.fscs.org.uk or by contacting the FSCS directly on 0800 678 1100.