A removal company's insurance does not automatically protect everything you own. Most firms carry goods-in-transit insurance, but the cover has limits and exclusions that catch many customers off guard, often only discovered when they try to make a claim. Understanding what is and is not covered before moving day is one of the most practical steps you can take.
What goods-in-transit insurance does and does not cover
Goods-in-transit insurance is the core policy that most removal firms carry. It is designed to protect your belongings against loss or damage while they are in the company's custody - loaded onto the van, in transit, and during unloading. However, a critical limitation applies to packing. The British Association of Removers (BAR) states on its website that "under most removal company insurances, they can only accept liability for damage to those items packed by them." In plain terms, if you pack your own boxes, a claim for damage to those items may well be refused.
BAR advises that customers should take personal responsibility for items such as jewellery rather than leaving them with the mover.
The BAR minimum insurance standard
The British Association of Removers (BAR) is the recognised voice of the professional moving and storage industry in the UK. BAR members are thoroughly inspected and bound to adhere to the Association's stringent Code of Practice, and are audited annually.
All BAR Members must have insurance that meets the BAR standard and they will discuss the options with you prior to engagement. The BAR Code of Practice, which is approved by the Chartered Trading Standards Institute (CTSI), requires that all BAR Members must offer to their customers either insurance against loss or damage to household goods and personal effects, or other protection options.
Membership can be verified using the BAR Check-a-Mover directory at bar.co.uk.
The other types of insurance a professional firm should carry
Goods-in-transit cover is only one part of the picture. A professional removal business should also carry:
- Public liability insurance - This is relevant if a doorframe is scratched, a wall is damaged, or property at either address is harmed during the move.
- Employers' liability insurance - This cover protects the removal crew, not your belongings, but its absence is a warning sign about a firm's overall professionalism.
- Motor insurance for hire and reward - standard private motor insurance is not valid for a van being used commercially. Confirm the firm has the correct category of cover for its vehicles.
What to check before you book - a practical checklist
Ask every firm the following questions in writing before signing anything:
- Do you carry goods-in-transit insurance, and what is the maximum liability per item and per job?
- Are boxes I have packed myself covered, and if not, what are my options?
- Do you carry public liability insurance, and what is the limit?
- Are you a BAR member, and can I see your membership number to verify it?
- If something is damaged, how long do I have to report it, and what is the claims process?
- Are any items excluded from cover entirely - for example, antiques, jewellery or high-value electronics?
Check the timeframe in your specific contract rather than assuming you have longer.
If something goes wrong
If a BAR member causes damage and does not resolve the complaint to your satisfaction, there is a formal route available. If you are not happy with how a BAR member handles your complaint and cannot sort it out directly, you can take the dispute to the Furniture and Home Improvement Ombudsman (FHIO) for independent review, provided the complaint has already been through the member's internal complaints procedure and meets the FHIO eligibility criteria. Note that the FHIO is unable to assist with complaints that exceed £10,000 in value, among other eligibility restrictions.
For moves handled by firms that are not BAR members, dispute resolution is more complex and typically limited to the firm's own complaints process or the civil courts. This is one of the practical reasons to look for BAR membership - or at minimum, to get the cover details confirmed in writing - before committing to any firm. If you are comparing removal firms in London, or searching for removal services in Watford, always request written confirmation of insurance as part of your quote process.
Check your home contents insurance too
Your existing home contents insurance policy may already include some cover for goods in transit during a house move. Check your policy documents or call your insurer before moving day. If cover exists, note what it requires - many policies ask you to notify the insurer of a move in advance. Combining your own policy with the removal firm's goods-in-transit cover, after reading the exclusions carefully on both, gives you a clearer picture of where any gaps remain.
GetBrent makes it straightforward to browse removal companies and man and van services across the UK, compare local firms and ask for a direct quote. Use the platform to find vetted local firms near you - and use the checklist above to ask the right insurance questions before you book. For those in the East of England, you can also search specifically for removal firms in Bury St Edmunds and request quotes directly from local operators.
