How to File a Moving Claim or Complaint
Element Moving and Storage cares about our customers and the safety of their items during storage and transit. We specialize in protective packaging and stacking techniques to minimize the risk to your belongings. Just let us know if we will be transporting fragile or valuable goods, and we will take every possible precaution to make sure they arrive at your destination safely and on time.
In the event that some of your goods get damaged or go missing, or if you feel that you have been overcharged or charged for services that you didn’t receive, please give Element Moving and Storage the chance to fully investigate and respond in writing with a resolution to the issue. Your business is very important to us, and we take our duty to our customers very seriously. We will go out of our way to make things right.
If we are unable to provide a resolution, please follow these instructions to file a claim or complaint with CSI.
After you enter your information online, a Claim Acknowledgment Confirmation Notice will be sent to you via email, confirming that your claim/complaint has been received and entered into Moving Claims’ electronic system. Note: Please make sure to check your junk or spam folders for your email confirmation.
How to File Your Claim
To begin the claim process:
First, please register your claim. You will need to click HERE and click on “Register to File Your Claim” on the left side under “Customers”, then follow the instructions. You will need your Bill of Lading (paperwork from the day of the move) and Original Order for Service (this was emailed upon scheduling your move). Fill in the required information and click “Submit”.
If your session was “timed out” or you received an error message DO NOT register again, call CSI directly at 772-742-5246.
Once your information is received and verified, CSI, our claims processor will email you your login and password information. Please allow up to 48 business hours for the completion of your verification and for the login information to be emailed. Remember to check your SPAM or Junk Folder if you do not receive the email.
Once your claim is registered, the representative at CSI will be your primary contact. You can also call CSI directly at 772-742-5246 for any help, questions or concerns you may have.
How Long Does the Process Take?
For Local Moves: Since there are no specific time limitations regulated by the different states, we have decided to treat local / Intrastate moves as Interstate moves (120 days) so that claims are adjusted in a timely manner. Local / Intrastate moves in the state of California are reviewed within 30 days as required by the California PUC.
For Interstate Moves: Your carrier has 120 days to provide a settlement offer for your claim, from the date your completed claim and all required documents are received in their office. If claims can’t be settled or denied within that time, an extension notice must be sent to the customer within every consecutive 60-day period. Moving Claims, as the assigned third party claims company, must follow the same requirements as your carrier. However, as part of our customer service, we strive to offer a speedy resolution.
KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE. WE WISH YOU THE BEST IN YOUR NEW LOCATION!
Element Moving and Storage: Your #1 DFW and Austin Movers
At Element Moving and Storage, our service begins with a phone call. We will come to your location and take an inventory of your items to be moved. Then we will present you with an estimate for our premium moving service. We even offer a climate-controlled storage solution where you can keep your items until you’re ready to move. Our seasoned team of movers approaches every job with respect for you and your property and a positive, “get it done” attitude. If there’s ever anything you feel we could do better, please let us know. We appreciate customer feedback!
When you need help packing, loading, storing, transporting, and unpacking your things, Element has you covered. We have the expertise to safely pack and deliver artwork, antiques, and other valuables. Give us a call to learn more about our unrivaled customer service! We proudly serve all of Dallas-Fort Worth and the greater Austin metro area.