Even with a perfectly planned move, sometimes things don't go as expected. Items can get lost or damaged, or your shipment might arrive late. This guide will walk you through the official process for filing a claim.

A moving claim is the official process for requesting compensation when an issue occurs during your move. There are different types of claims for different problems, such as damaged items, a late shipment, or damage to your residence. Each type has its own specific procedures and deadlines that you must follow to ensure your claim is processed correctly.

The Types of Moving Claims

There are three main types of claims you can file, and it's important to know which one to use.

• Personal Property Claim: This type of claim refers to any personal belongings that were lost, damaged, or destroyed during the moving process. You may be entitled to the full replacement or repair value for these items. This coverage applies to items moved in your household goods (HHG), unaccompanied baggage (UB), and non-temporary storage (NTS) shipments. To receive compensation, you must follow the official claim-filing steps.

• Inconvenience Claim: You file this claim if your shipment is delivered after its Required Delivery Date (RDD) and you had to buy essential items or pay for lodging and meals because of the delay.

• Residential Damage Claim: This claim is for when the moving company causes damage to your residence, such as scratching floors, denting walls, or damaging doorways. These claims are handled directly with the moving company and are not filed in the Defense Personal Property System (DPS).

Discovering that your belongings are damaged or missing is stressful, but the claims process is straightforward if you follow the steps and meet the deadlines. The entire process for personal property claims is managed within the Defense Personal Property System (DPS), and it is designed to ensure you receive the full replacement value for your items.

What does "Full Replacement Value" mean?

When you move with the military, your belongings are covered at Full Replacement Value (FRV) at no extra cost to you. This means your moving company is responsible for either repairing a damaged item or replacing an item that is lost or destroyed. The company will choose the less expensive option; if an item can be repaired for less than its replacement cost, they will pay for the repair. If an item is replaced, they must provide a new or used item of similar kind and quality, but you will still need to provide evidence of the original item's value and its replacement cost.

The steps to filing your claim

Follow these four steps in order to file your claim correctly and ensure you are properly compensated for your belongings.

A timeline for your claim

Staying on top of deadlines is the most important part of the claims process. Here is a summary of the key dates to remember.

• Within 180 days of delivery: You must submit your official notice of loss or damage in DPS. This is the most critical deadline to preserve your right to full replacement value.

• Within 9-12 months of delivery: You must file your final, itemized claim in DPS to be eligible for full replacement value. For shipments picked up on or before May 14, 2026, you have 9 months to file. If your shipment was picked up on May 15, 2026 or later, the filing period is extended to 12 months. Claims filed after your deadline are only eligible for a depreciated value.

• Within 2 years of delivery: This is your final deadline to transfer a disputed claim to your military claims office (MCO).

Your moving company also has deadlines. Once you file your itemized claim, the TSP has 30 to 60 days to pay, deny, or make a settlement offer, depending on the value of your claim.

For a handy reference, you can download the Personal Property Claims Topic Guide to use throughout the process.
 

Quick claim settlement option

For minor loss or damage discovered on delivery day, your moving company may offer you a Quick Claim Settlement. This is a way to resolve small issues immediately without having to go through the full claims process in DPS.

If you agree to a quick claim, you'll fill out paperwork directly with the movers before they leave, and you should receive payment within five business days. The maximum amount for this type of settlement is $2,000. It is important to know that by accepting a quick claim payment for an item, you give up your right to file any further claims on that specific item. However, you can still file a standard claim in DPS for any other lost or damaged items you discover later.
 

Claims for essential items

Some items are considered "essential" because you need them for everyday living. This includes critical items like mattresses, refrigerators, necessary medical equipment, and washers or dryers. Items used purely for entertainment and products meant to be used up (like food, cleaning supplies, or cosmetics) are not considered essential.

If one of your essential items is lost or damaged, it is handled with a higher priority. You must notify your moving company (TSP) within seven days of delivery. They then have two business days to respond and work with you on a solution. This may include a quick payment, a permanent replacement, or providing a temporary replacement or rental while your item is being repaired. If you have any issues with an essential item claim, contact your Military Claims Office (MCO) for assistance.

If your shipment arrives after the Required Delivery Date (RDD), you may be eligible to be reimbursed for out-of-pocket expenses caused by the delay. This is called an inconvenience claim.

Who qualifies for an inconvenience claim?

You may qualify for an inconvenience claim if the moving company (TSP) causes a delay. This typically happens when:

• The TSP fails to pick up your shipment on the agreed-upon date.

• The TSP fails to deliver your shipment by the Required Delivery Date (RDD), as long as you are available to receive it.

• The TSP puts your shipment into storage at the destination without notifying you.

• You request your shipment out of storage, and the TSP fails to deliver it within the required timeframe.

How to file your claim

Unlike claims for damaged items, inconvenience claims are filed directly with your moving company, not in DPS.

The first step is to notify your TSP that you intend to file a claim and ask them for their specific inconvenience claim form. Once you fill out and return the form, they must acknowledge it within five business days. If you have any trouble getting the form or communicating with your TSP, contact your local transportation office for assistance.

What you can be reimbursed for

For the first seven days of a delay, you have two options for reimbursement:

1. Per Diem Payment (No Receipts Needed): You can choose to receive a payment equal to the local per diem rate for meals and incidentals for yourself (the service member). This is often the simplest option.

2. Actual Expense Reimbursement (Receipts Required): If your costs were higher than the per diem rate, you can choose to submit receipts for all your actual, reasonable expenses.

After the first seven days, you must submit receipts for all your expenses. Inconvenience claims for unaccompanied baggage shipments always require receipts. It's a good idea to contact your TSP before buying any major items to avoid issues with reimbursement.

For more information and specific examples of claimable expenses, see our Inconvenience Claims Topic Guide.

If the moving company causes damage to your residence, like scratching floors or denting walls, you can file a Residential Damage Claim. These claims are handled directly with the moving company, not in DPS.

• Step 1: Document and notify. On the day the damage occurs, document everything with photos and make notes on the paperwork the movers provide. You must then contact the moving company (TSP) directly within seven days to officially notify them of the damage.

• Step 2: Inspection and settlement. After you notify them, the TSP may send someone to inspect the damage and provide a repair estimate, or they may offer you a settlement without an inspection.

• Step 3: Get assistance if needed. If you have any problems negotiating a settlement with your TSP, contact your local transportation office or Military Claims Office (MCO) for guidance. They may suggest you consult with your local legal office for assistance with private property issues.

The claims process for your POV is different from your household goods and is handled by the government's vehicle processing contractor, International Auto Logistics (IAL).

Loss or damage claims

If you notice damage when you pick up your vehicle, you have two options.

• For minor damage (under $1,500): You may be offered an onsite settlement at the Vehicle Processing Center. This is the fastest option.

• For all other damage: You will need to obtain a repair estimate and submit a formal claim directly to IAL. You have 10 business days after picking up your POV to file this claim.

Inconvenience claims

You can file an inconvenience claim with your contractor to get paid back for rental car expenses if your vehicle doesn't arrive by its Required Delivery Date (RDD). If the contractor is at fault for the delay, they must cover your rental car expenses starting on the very first day it is late. This coverage lasts until they notify you that your car is ready for pickup. VPC personnel will provide a claims pamphlet and explain claims process when requested. 

Where to get more information

The POV claims process has many specific rules and timelines. For all the details, contact information, and forms, please refer to the resources below.

• For a complete walkthrough of shipping your vehicle and handling claims, see our Guide to Shipping Your POV.

• For issues with an existing claim, you can contact IAL directly by email at claims@ialpov.us.

• If you cannot settle a claim directly with IAL, you can transfer it to your Military Claims Office (MCO) for assistance.

While the general process is the same for everyone, each military branch has slightly different rules and regulations regarding claims, especially concerning how they handle depreciation and replacement values. It is a good idea to be aware of the policies for your specific branch.

You can find links to the claim regulations for each branch of service on our Service-Specific Guidance Page.

 

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