Insurance is the part of a removal most customers only think about if something goes wrong. That is why we are clear about it up front: every SmartyMoves move is fully insured. Goods in Transit cover and Public Liability insurance are both included in the quoted price. There is no separate charge for insurance and no need to arrange your own.
The details below explain what is covered, what is not covered, and what to do if something goes wrong.
The two types of cover
Removal insurance has two components, and both matter for different reasons. We include both on every move.
Covers your belongings
Goods in Transit
Goods in Transit insurance covers your belongings while they are on the van, during loading and unloading, and while they are in our care. This is the cover that protects your furniture, boxes and appliances against loss or damage during the move itself.
- Covers accidental damage, loss, and theft during the move
- Covers loading, transport, and unloading at both ends
- Included in the quoted price — no separate charge
- Applies to all removals, from a 1-bedroom flat to a 5-bedroom house
Covers third-party property
Public Liability
Public Liability insurance covers third-party property damage and injury caused by our crew during the move. This is the cover that protects you as the customer if — for example — our crew accidentally damages the doorframe, the stair bannister, or a neighbour's property during a move.
- Covers accidental damage to the property you are moving from or to
- Covers accidental injury to third parties during the move
- Included in the quoted price — no separate charge
- Applies to all moves, including long-distance and piano removals
What is covered
The following are covered under our standard insurance on every move:
Covered on every SmartyMoves move
- Accidental damage to your belongings during loading, transport, and unloading
- Loss of items while in our care (rare, but covered)
- Theft from the van during transit (also rare — vans are kept secure)
- Furniture, appliances, boxes, and cartons packed by our crew
- Fragile items packed by our crew (glassware, ceramics, mirrors, artwork)
- Pianos — covered on our specialist piano removal service
- Third-party property damage to the property you are moving from or to
- Third-party injury caused by our crew during the move
What is not covered
Standard exclusions apply to every removal firm's insurance. Being clear about these up front means there are no surprises if something goes wrong.
Standard exclusions
- Items packed by you, not by our crew. If you pack your own boxes and an item inside them is damaged, our insurer will not cover it. This is why we recommend our packing service for fragile items.
- Items of exceptional value — jewellery, watches, cash, important documents, artwork, antiques — unless declared in writing before the move.
- Damage caused by inadequate packing by the customer — for example, overfilled boxes, unsecured lids, or fragile items not wrapped.
- Delay or consequential loss — for example, the cost of a hotel stay if a move takes longer than expected. This is not covered by any standard removal insurance.
- Wear and tear from normal use, or pre-existing damage that is not caused by the move.
- Live plants and perishable food — these are typically excluded by insurers.
- Prohibited items — hazardous materials, chemicals, gas cylinders, illegal items.
If something goes wrong
Damage during a move is rare, but it happens. If it does, here is the process:
- Tell us immediately — before the crew leaves if possible. Call Julian on 07482 053493.
- Take photos of the damage and the item in question. This is required by the insurer.
- Keep the item — do not dispose of it until the claim is settled.
- We will submit the claim to our insurer. You do not need to contact the insurer directly.
- We will keep you updated on the claim process until it is resolved.
If you want to check a specific item is covered before the move, tell us when you request your quote. We would rather spend five minutes confirming the cover up front than deal with an unhappy customer after the fact.
High-value items
For items above the standard single-item cover limit — jewellery, watches, high-value artwork, antiques, rare instruments — we recommend either:
- Declaring the item in writing when you request the quote so it is noted on the job and can be discussed with our insurer
- Arranging additional cover for the item through your own home contents insurance, which often extends to items in transit if declared
- Moving the item yourself if it is small enough — this is often the safest option for genuinely irreplaceable items
We are happy to discuss any high-value items on your move. Ask Julian when you request the quote and we will find the right approach together.
About our insurance
Insurance is provided through our business insurer and covers both Goods in Transit and Public Liability on every move. We do not charge separately for insurance — it is included in the quoted price. The policy documentation is available on request; email info@smartymoves.co.uk and we will send a copy.
SmartyMoves is operated by Britania Logistic LTD, Company No. 12660219, incorporated June 2020. Full details of the legal entity and the insurance arrangements are available on request.