Moving Insurance NZ: What Happens If Something Gets Damaged During Your Move?

Quick answer: Moving insurance NZ households need is separate from a mover’s licence, and your belongings aren’t automatically covered just because your mover is insured. What a mover owes you under NZ law depends on the type of contract, and many carriers carry goods at owner’s risk. Ask for your cover in writing before you book.

When something breaks during a move, two questions matter: who is responsible, and was the item covered? This guide explains your rights under NZ law, the three kinds of cover, how to claim, and what to ask any mover, including us. It is general information, not legal or insurance advice.

Who is responsible if movers damage your things?

If you use a mover, the Contract and Commercial Law Act 2017. You can find it on the Consumer Protection website. The carrier (mover) will be responsible for any loss or damage to your items. Depending on the contract type, the amount will be:

Contract type	What it means for you
Limited carrier’s risk	The carrier is liable for up to $2,000 per unit of goods (usually each box or item). This applies if you have no written contract.
Declared value risk	The carrier is liable up to an amount you agree to, stated in the contract.
Owner’s risk	You carry the risk of unintentional loss or damage.
Declared terms	The carrier and customer negotiate the terms. Usually used by businesses.

Two points are easy to miss. First, Consumer NZ says most carriers will only take goods at owner’s risk, so insurance is something you or your mover arranges separately. Second, a carrier is always liable for intentional damage, whatever the contract says.

The Consumer Guarantees Act can also apply. It requires the service to be carried out with reasonable care and skill, so if a truck reverses into your car, the mover is liable for the repair.

What are the three layers of moving insurance in NZ?

Think of protection as three layers. You may have one, two, or none of them.

Layer	What it is	Watch out for
Your contents insurance	Your home and contents policy	Cover varies. Some policies cover items in transit but not loading and unloading, and some require you to tell your insurer or use a professional mover.
Your mover’s liability	What the mover owes under the contract	Often limited, or owner’s risk. Being “insured” doesn’t mean your goods are covered.
Standalone transit insurance	A separate policy for your move, through an insurer or your mover	Check the type of cover, the excess and the exclusions.

Canstar says removalists are not legally required to provide personal property insurance. Contents insurance varies between providers, so it’s best to read the wording of your policy or contact your insurance provider. Consumer NZ warns that standard contents policies often don’t cover goods moved by a third party.

If you are looking for removalist insurance, then this means cover offered by your moving company (which may be insured by an insurer). You should ask them who the insurer is and what the wording of the policy is.

What does transit insurance cover, and what’s excluded?

Goods in transit insurance is designed for the risks of a move. Depending on the policy, it may cover:

• loading and unloading
• accidents, fire, and theft during transport
• mishandling by the movers
• storage between homes
• packing and unpacking

Most surprises will come from exclusions. Common exclusions include money, valuables, plants, pets, and pre-existing damage. You may also need to declare jewellery, antiques, and artwork. If you’re moving a piano or another high-value item, please refer to our piano removal service. Remember to inform your insurer first.

Does it matter if you pack your own boxes?

Yes. Carriers aren’t liable for goods that weren’t properly prepared and packed, and some policies limit or exclude cover for self-packed items. The Consumer Protection site gives an example of a person who packed their own kitchenware, moved at owner’s risk without insurance, and then couldn’t claim for breakages under the carriage law.

Professionally packed goods can lead to stronger claims, and some insurers offer a lower excess. Our packing and unpacking service is one way to reduce that risk.

What does EZMoving cover?

EZMoving is a fully licensed and insured moving company. Because “insured” can mean different things, here is how coverage works for your goods:

Question	EZMoving’s answer
Type of liability in our contract	Stated in your written quote and contract before you sign.
Cover limit per item or unit	Depends on the contract or insurance option you choose, and is stated in writing.
What’s excluded	Listed in your contract or policy. Ask us about cash, documents and high-value items before you book.
Claim period and how to claim	Stated in your contract. Tell us about damage as soon as you notice it, ideally on delivery day, by phone (+64 27 427 2161) or email (info@ezmoving.co.nz).
Optional extra insurance	Yes. We offer insurance options for damage or loss in transit and explain them in writing before you sign.

You’ll get this in writing with your quote. If anything is unclear, ask before you book.

What should you ask any mover about insurance?

Use these questions with every mover you compare:

1. Under what type of contract do you carry my goods?
2. What is the liability limit per item or box?
3. Can I see the written policy or terms?
4. Who is the insurer?
5. What’s excluded, for example, self-packed boxes, cash, electronics, or high-value items?
6. How long do I have to make a claim, and how do I do it?
7. Is loading and unloading covered, as well as transit?
8. Is there an excess?

How do you prepare so a claim is easier later?

A little preparation will help make any claims quick and straightforward.

• Make a list of items and their value. Write down a list of your main items and how much they would cost to replace.
• Take clear pictures of high-value and delicate items. This will make it easier to prove their condition.
• Inform your insurer and removal company of any high-value items. Let them know if you have artwork, antiques, jewellery or a piano.
• Make sure you understand what replacement and market value mean. Replacement means you will be paid the cost of replacing the item. Market value means that there will be an allowance made for the age and condition of the item; this will usually result in a lower premium and payout.
• Consider increasing your excess. By increasing your excess, you may get a lower premium; however, you will pay more should you make a claim.
• Keep all your documentation together. Store your contract, policy details, and quote together.

What if movers damage my furniture? How do you claim?

1. Check at delivery. Look over large items before the crew leaves, and take photos.
2. Write down any obvious damage on the delivery documents.
3. Make a claim promptly. You have thirty days to make a claim under the law. This can be less if there is a contract with the carrier.
4. Keep evidence. Keep copies of your inventory, photos of before and after, receipts, and repair costs.
5. Inform the moving company. Write to the company explaining what has happened.
6. If you have insurance, make a claim on your policy. Your insurance company will let you know what they require.
7. Take your claim to the Disputes Tribunal if you cannot get a resolution. Free advice can be given by the Citizens Advice Bureau.

How much does moving insurance cost in NZ?

The price depends on the level of cover, whether you choose replacement or market value, the excess, the type of goods, and the distance. Consumer NZ has put domestic cover at roughly 1 to 2 percent of the value of the insured goods. On $30,000 of belongings, that would be about $300 to $600. Treat this as a guide only, and get current quotes. For the cost of the move itself, see our moving cost guide.

Frequently asked questions

Ask for our cover details with your quote

Want to know exactly what’s covered on your move? Ask EZMoving for our cover details when you request your quote.

Request a quote · Call +64 27 427 2161 · Email info@ezmoving.co.nz