FAQ
Do I need to submit a claim?
Your mover’s tariff and applicable federal law prohibits a moving company from voluntarily paying a claim unless a written claim is submitted for a specific or determinable amount along with supporting documentation.
Is there a fee to use this service?
This service is free for customers of moving carriers enrolled with Anthem Claim Management.
How long do I have to submit a claim?
Federal law requires an interstate moving claim be filed within 9 months of the date a shipment was delivered. Filing requirements for local moves vary by state. Check your contract or your local department of transportation for more information.
Can I file more than one claim?
You may file only one claim for an interstate or intrastate (local) move.
What is an Inventory?
The Inventory is the itemized list of household goods that were consigned to the mover. For most local moves, an inventory is not used.
What is a Bill of Lading?
The Bill of Lading is the contract between you and your moving company, and describes the services ordered and the associated charges.
Is Anthem Claim Management an Insurance Company?
Anthem Claim Management is a third-party claim administrator, we are not an insurance company.
Is this an insurance claim?
Valuation coverage is not an insurance product and Anthem Claim Management is not an insurance company. This is a valuation claim and valuation coverage is defined by federal law.
How long does it take to process a claim?
For interstate moves, federal law allows up to 120 days for a claim to be investigated and provide a written notice to either pay, decline, or make a firm settlement offer. If a claim is not resolved within 120 days, written notice must be sent to the claimant, and again at the expiration of each succeeding 60-day period, with an update on the status of the claim and the reason for the delay. Most claims are resolved by Anthem Claim Management within 45-90 days of receipt, depending on seasonal volume.
How do I check the status of my claim?
Anthem Claim Management will confirm receipt of a claim via email or USPS (if no email was provided) within 30 days of receipt. We will contact you if additional information is needed. Most claims are processed by Anthem Claim Management within 45-90 days of receipt depending on seasonal volume. Current processing times are updated periodically on the My Move Claim Home page.
How will I be contacted about my claim?
Anthem Claim Management will confirm receipt of a claim via email or USPS (if no email was provided) within 30 days of receipt. If necessary, Anthem Claim Management will email or notify you by USPS (if no email was provided) if additional information is required. Once a claim is reviewed by an adjuster, a summary of the determination and a settlement offer will be sent by USPS to the address on file.
How do I collect payment?
Once a settlement is accepted and finalized, payment will come from your moving company. Anthem Claim Management does not issue checks.
I packed my own boxes. Is the moving company responsible for damage to the contents?
As a moving company cannot verify that proper packing techniques and materials were used or the condition of content prior to shipping, a moving company is generally NOT liable for the content of Packed by Owner (PBO) containers/items.
How do I dispute a coverage decision?
If you are disputing the weight assigned to an item, you may provide manufacturer specs showing the weight of the item claimed.
If you are disputing an item for which coverage was declined, you may file a written rebuttal along with supporting documentation to Claims@AnthemClaims.com. Interstate moving customers have the right to escalate a complaint to arbitration with their moving company.
What is Arbitration?
Federal law requires that an interstate household goods mover, participate in an arbitration program where both parties (the shipper and mover) may present their case to an impartial arbitrator. More information can be found by clicking the Arbitration.