INSURANCE & CLAIMS

What's covered, and what isn't, in plain numbers.

"Fully insured" is easy to say. We'd rather you read the actual numbers before you book than discover them after.

THE POLICY

Real cover, with a real cap

Your goods travel under our Goods-in-Transit cover: up to £20,275 per event, with a £481 excess. Cover runs from loading to arrival.

And the exclusions are named now, so you can plan for them, not discover them.

Covered, and not £20,275
Your goods, loading to arrival: up to £20,275 per event, £481 excess.
Self-packed boxes, when packed to the standard we publish.
Not covered, so you can plan for it now: jewellery, watches, money and deeds.
Storage, unless cover is agreed with us in writing.

Figures from our published policy terms. Read them before you book, not after.

PACKING YOURSELF? Self-packed boxes are covered when they're packed to the standard we publish: bubble wrap plus double-walled boxes for fragiles; it's all in our packing guide. Cover is only lost where packing falls materially below that standard, judged objectively, not at our whim. Packing & inventory guide → MOVING SOMETHING WORTH MORE THAN THE CAP? You have real options: insure it separately, carry it with you, or leave it out of the load. Tell us and we'll help you decide. For jewellery, watches, money and deeds, carrying them with you is genuinely the better option, and we'll say so every time. Ask us about an item →
IF SOMETHING GOES WRONG

The real channel, and the real deadlines

You open your claim in our claims portal (claims.muveone.co.uk; email works too), and the people who ran your move thread stay reachable throughout: a person, not a bot, sees it through.

1
OPEN YOUR CLAIM In the claims portal, or by email. Your move thread stays open alongside it.
2
EVIDENCE & PRECONDITIONS Photos, your inventory, and the timing windows checked; we tell you exactly what's needed.
3
UNDERWRITER ASSESSMENT The policy underwriter assesses the claim; we stay in the thread with you while it runs.
4
OUTCOME You get the decision in writing, from a person you can reply to.
The timing rules that protect your claim
Apparent damage within 14 days
Damage you find later within 21 days
Theft within 7 days
Loss you can't yet confirm within 21 days

Published before you book, because deadlines you learn afterwards protect nobody.

THE ONE RULE TO KNOW ON DELIVERY DAY

Check everything against your inventory before the van leaves. Missing items must be flagged then, or a missing-item claim can't proceed. We tell you this now because it's the rule most companies let you discover too late.

No "everything will be fine" promises. A real policy, with a real cap, real exclusions, real deadlines, and a real process.

YOUR NEXT QUESTION
Do we cover your route?
Where we move →