Frequently Asked Questions

We have put together some of the most common questions we get asked to help give you more information about CARTS Removals and Storage Insurance and the cover that is offered.

If you have any questions that have not been answered here, please get in contact with us.


Even with the most professional and experienced removalists, accidents can happen. So, if you are planning a move, it is recommended you do consider Home Removal Insurance.

Just like any other type of insurance, Home Removal Insurance means you are insuring against the risk of an unforseen event occurring during your relocation that can have an impact on your household contents and personal belongings.

There is a common misconception when moving to a new house that the removalist should have to accept all responsibility for the loss or damage of goods that occurs during the moving process, but this isn't always the case and can be very difficult to prove.

Our CARTS policy allows you to notify us of your contents being damaged, up to 45 days from the date of delivery allowing you time to discover any damages that were caused during the move and perhaps whilst held in storage. Often this time is needed when arriving to a new location and your Removalist may not be obliging in accepting such damages after a lengthy delay in notifying them.

Unlike a removalist whom would usually only offer their customer the depreciated value of their damaged contents, CARTS Insurance stay actively involved in the repair of damaged items first and foremost, but will settle on the new replacement cost where there is no other option but to replace an item/s with the same or similar make and model to what you had previously.

For example, a five year old fridge is visibly damaged (beyond repair) whilst being unloaded from the removalist truck. The original purchase price 5 years ago was $1,000. Understandably, the removalist may only offer a contribution of anywhere between $1-1,500 depeneding on its prior condition. A CARTS policy would offer a replacement value (if the item could not be repaired) with a similar make and model fridge or having to purchase it brand new and the fridge is more to replace.

Our policy provides temporary accommodation for you and your family to $250 per day up to 30 days if your contents have not been delivered due to loss or damage covered by your policy. Even though these costs are for accommodation only, such costs can go a long way towards affording other would be essentials such as a TV, table and chairs etc, during a disruptive period.

A removalist takes care and uses precautionary measures to ensure that your contents arrive safely but if your contents have to sit in their truck overnight or in storage for a long period of time, things can happen that are out of the removalists control.

If you can recall the type of goods you were moving through an inventory list prior to the move, it can be peace of mind to know that we can assist with such unexplained losses occurring. We can provide you with an Inventory Checklist or ask your removalist who should be able help you arrange this.

By taking a CARTS policy your claim would be handled by the insurer within 48 hours of your report. Broadspire, a division of Crawford & Company (assessors), will assess & manage your claim, arrange repair or replacement of the damaged contents where necessary and ensure your claim is handled appropriately.

Home and Contents Insurance varies across the board and it is not always the case that your policy will cover damages that occur to your household contents and belongings during relocation. Some insurers may offer optional extras to cover you for transit or storage, but it may not be sufficient. It is best that you review your policy details or contact your insurer to see if you are covered.

Removalists through their insurers only really need to offer up an indemnity value (or a Wear & Tear based Item value) where customers Household Effects are damaged or lost. If a Removalist is not directly at fault for the Damage or Loss to customers goods, then a customers claim for compensation can be very low or not offered up at all.

This is why it can be important for customers to take out removals Insurance for themselves for their Household Effects and not rely on the removalist.

Damages like:

  • a customers heirloom dining table being dropped- removalist slips in a driveway on a rainy day
  • a cracked LCD TV screen- insufficient packaging, roping in the truck-but no truck accident proven
  • a lost bicycle (whilst being unloaded and left on the nature strip)
  • a Removalist truck being rear ended on major highway - not the removalist fault etc.


Need more information?

Prior to making a decision about whether CARTS Home Removals Insurance is right for you, please read the Product Disclosure Statement.

For any further enquiries, please get in touch with our friendly team of brokers who are licenced to provide you with personalised advice.

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Underwritten by:

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Arrowsmith & Petruccelli Insurance Brokers Pty Ltd.

Phone: 1300 880 253
Fax: +61 (03) 9887 2361
Email: insure@removalsinsurance.com.au

Postal Address:
PO Box 6118, Wantirna, VIC 3152

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