What to ask a moving company before you book

Before you sign a contract or hand over a deposit, you need answers to five specific questions: how the company charges (hourly, flat rate, or by weight), what their cancellation policy is, whether they carry liability insurance and what it covers, who will actually show up on moving day, and what happens if your belongings get damaged. Most moving scams happen because people book based on a price alone, then discover hidden charges, unlicensed operators, or no recourse when something breaks. Asking these questions in writing — and getting written answers — protects you.

The companies worth hiring will answer all of these without hesitation and will put their answers in writing before you pay anything. If a company avoids a question, gives vague answers, or pressures you to decide quickly, move to the next one.

Key Takeaways

  • Ask whether you pay by the hour, a flat rate, or by weight, and request the estimate in writing so you can compare actual charges later.
  • Confirm the company carries liability insurance and ask what dollar amount it covers per item and per shipment.
  • Find out whether the crew showing up on moving day is employed by the company or subcontracted, because it affects who you can hold accountable.
  • Get the cancellation policy in writing, including how much notice you need to give and whether you forfeit your deposit.
  • Ask what happens if something breaks — whether you file a claim with the moving company or their insurance, and what timeline you have to report damage.

How the company charges for the move

Moving companies use three pricing models, and the one you choose changes how much you end up paying. Hourly rates mean you pay for the time the crew is at your house, usually with a minimum (often three or four hours). Flat-rate estimates mean the company quotes a single price upfront based on a walk-through or photos. Weight-based pricing (common for long-distance moves) charges by how much your belongings weigh on a scale.

Ask the company which model they use, then ask for the estimate in writing. For hourly moves, ask whether travel time counts toward the hours you pay for, and whether there are charges for stairs, long carries, or heavy items. For flat-rate moves, ask what happens if the job takes longer than expected — do you pay more, or is it included? For weight-based moves, ask whether you can watch the truck being weighed before and after, because that is the only way to verify the charge.

Get a second estimate from at least one other company so you can compare. If one estimate is much lower than the others, ask why — it may be legitimate, or it may mean they are planning to add charges once they arrive.

Insurance coverage and what it actually protects

Every moving company is required by law to carry some form of liability coverage, but the amount varies widely and what it covers is often narrower than you think. Released value protection (the minimum required by law) covers about 60 cents per pound per item — so a 50-pound box of dishes is worth $30 under this coverage, even if the dishes cost $500. Full-value protection is optional and costs more, but it covers the replacement cost of damaged items.

Ask the company which type of insurance they carry, what the dollar limit is per item and per shipment, and whether the cost is included in your quote or added on. Ask whether the insurance covers items that are packed by you versus items packed by them — some policies only cover professionally packed boxes. Get the insurance company's name and policy number in writing so you can contact them directly if you need to file a claim.

Also ask what is not covered — most policies exclude jewelry, artwork, antiques, and high-value electronics unless you declare them separately and pay extra. If you have items worth more than the standard coverage, ask how to declare them and what the additional cost is.

Who shows up on moving day and who you can hold accountable

This is the question that separates legitimate companies from ones that cut corners. Ask whether the crew will be employees of the moving company or subcontractors. If they are subcontractors, ask the company's name and whether you can contact them directly if there is a problem. Ask how many people will be on the crew and whether that number is may provide or can change.

Ask whether the company does background checks on crew members, and whether the same crew will handle your move from start to finish or whether different people will show up partway through. Ask what happens if someone calls in sick — will the company reschedule, send a replacement crew, or charge you extra? Get the name and phone number of the crew supervisor or the person you will contact on moving day if something goes wrong.

If the company uses subcontractors, ask whether they are insured separately and whether you need to file a claim with the subcontractor or with the main company if something breaks. This matters because it determines who is legally responsible for damage.

Cancellation policy and what you lose if plans change

Life happens — a job falls through, a closing gets delayed, or you change your mind. Ask the company in writing how much notice you need to give to cancel without losing money, and whether you forfeit your deposit if you cancel. Some companies allow free cancellation up to a certain number of days before the move; others keep a percentage of your deposit no matter when you cancel.

Ask whether you can reschedule to a different date without losing your deposit, and whether there is a fee to reschedule. Ask what happens if the company cancels on you — whether they refund your deposit in full and whether they help you find another mover on short notice. Get all of this in writing before you pay anything.

What happens if something breaks or gets lost

Ask the company what you need to do if something arrives damaged or goes missing. Do you report it to the moving company, their insurance company, or both? What is the important date for reporting damage — some companies require you to report it within 30 days, others within a year. Ask whether you need photos, receipts, or other proof of what the item was worth.

Ask how long the claim process takes and whether the company will replace the item, repair it, or pay you cash. Ask whether you can use the item while the claim is being processed or whether you have to set it aside. Get the name and contact information for the person who handles damage claims, and ask them directly what the typical timeline is — the moving company's estimate and the claims person's estimate are often different.

Questions to ask about your specific situation

Beyond the five core questions, ask about anything that is specific to your move. If you are moving to a building with an elevator, ask whether there is an elevator reservation fee and whether the company will reserve it or whether you have to. If you are moving to a high-rise or a narrow stairwell, ask whether the company has moved to that building before and whether there are extra charges for difficult access.

If you have fragile items, ask whether the company packs them or whether you should pack them yourself. If you are moving long-distance, ask where your belongings will be stored if they cannot be delivered on your scheduled date, and whether storage is included in the price or charged separately. If you are moving during peak season (May through September), ask how far in advance you need to book to get your preferred date.

Red flags that mean you should look elsewhere

Do not hire a company that will not give you a written estimate, that quotes a price significantly lower than competitors without explaining why, or that asks for full payment upfront before the move. Do not hire a company that cannot tell you who will be on the crew, that does not carry insurance, or that will not put their cancellation policy in writing.

Do not hire a company that pressures you to decide when ready, that does not have a physical address or phone number you can verify, or that has no online reviews or a way to check their licensing. If you are moving interstate, verify that the company is registered with the Federal Motor Carrier Safety Administration (FMCSA) — you can check this on their website using the company name or DOT number.

Frequently Asked Questions

Should I get estimates from multiple moving companies?

Yes. Get at least two or three written estimates so you can compare pricing, insurance options, and what each company includes. Estimates should be free, and the company should either visit your home or ask detailed questions about what you are moving. Avoid companies that quote a price over the phone without seeing your belongings.

What should I do if a moving company damages something?

Report the damage in writing to the moving company within the important date stated in your contract (usually 30 days). Take photos of the damage and keep receipts or proof of what the item cost. The company will either repair it, replace it, or offer you cash. If you disagree with their offer, you can file a claim with their insurance company directly.

Can I negotiate the moving company's price?

Sometimes. If you have flexibility with your moving date, ask whether booking on a weekday or during the off-season (October through April) costs less. If you received multiple estimates, you can ask a company whether they will match a lower quote. Some companies offer discounts for military members, seniors, or people moving for a job.

What is the difference between a moving company and a moving broker?

A moving company owns trucks and employs crews. A moving broker takes your order and subcontracts the actual move to other companies. Brokers are sometimes cheaper, but you have less control over who shows up and it is harder to hold someone accountable if something goes wrong. Ask whether the company you are calling is a broker or an actual moving company.

Do I need to tip the moving crew?

Tipping is not required, but it is common. If the crew is professional, careful with your belongings, and finishes on time, a tip of $20 to $50 per person is standard. You can also offer them drinks or snacks during the move. Ask the company whether they have a policy about tipping or whether it is entirely up to you.