Insurance and damage claims
Moving Insurance and Damage Claims in Dubai
A Dubai mover’s standard liability is set by its own terms and is often limited, so for valuable goods ask about transit insurance on declared values before you book. If something is damaged, photograph it, note it on the delivery paperwork and claim in writing straight away. If an insurer does not settle, Sanadak handles complaints for free.
By Movers Dubai editorial teamLast checked against Sanadak (opens in a new tab)
Movers Dubai is an independent guide, not a moving company.
At a glance
- Mover’s liability
- Set by its own terms and often limited
- Transit insurance
- Usually a separate policy on declared values; ask before you book
- If something is damaged
- Photograph it, note it on the delivery paperwork and claim in writing straight away
- If the insurer does not settle
- Complain to Sanadak after 15 calendar days without a written reply
- Sanadak fee
- Free for consumers
Last checked
Liability and insurance are different
Two different things are often both called “insurance” on a moving quote. Knowing which one you have decides how much you get back if something breaks.
| Mover’s liability | Transit insurance | |
|---|---|---|
| What it is | The mover’s promise, in its terms, to pay for damage it causes | An insurance policy covering your goods while they are moved |
| Who pays a claim | The moving company | An insurance company |
| How much | Set by the mover; often limited per item or by weight | Usually the value you declare on the inventory |
| Where to complain | The mover, then the courts or a consumer complaint | The insurer, then Sanadak |
For an international move, the policy is usually called marine cargo insurance, and it should cover the goods from packing in Dubai to delivery at the destination. Ask where cover starts and ends.
What to ask before you book
- What is your liability if you damage or lose an item, and what is the limit? Please put it in writing.
- Do you offer transit insurance? Who is the insurer, what does it cost and what is excluded?
- Is the cover based on replacement value or on value minus wear and tear?
- Are items I pack myself covered?
- What is the deadline and the process for reporting damage after delivery?
- Does your cover include damage to the building, such as lifts and corridors?
Check that the company is licensed before relying on any of it. You can search a Dubai mainland trade licence by number or name on the Invest in Dubai licence search.
Record the condition of your things
Most disputes come down to evidence. Before packing starts:
- Photograph valuable and fragile items, including any existing scratches or chips, with the date visible on your phone.
- Make sure the mover’s inventory lists each valuable item separately, with a value if you are declaring one.
- Keep purchase receipts or valuations for expensive items.
- Pack cash, jewellery and important documents yourself and carry them with you.
How to make a claim
- Check before you sign
At delivery, look at furniture and boxes with visible damage before signing the delivery sheet, and write the damage on it.
- Keep the evidence
Photograph the damage and keep the packing material. Do not throw away a broken item before the mover or insurer has seen it.
- Report in writing quickly
Email the mover (and the insurer, if you have a policy) the same day, with photos and the inventory number. Report hidden damage found during unpacking as soon as you find it.
- Send the formal claim
Use the claim form or the process in the mover’s terms or the policy. Include the inventory, photos, receipts or valuations and a repair quote if you have one.
- Agree the outcome
The mover or insurer may inspect the item, then offer repair, replacement or payment. Get the offer in writing before you accept.
If the claim is refused: Sanadak
Sanadak is the UAE ombudsman for complaints against banks and insurance companies licensed by the Central Bank of the UAE. It lists marine, sea shipping and cargo insurance among the products it covers. From its complaints page:
- You must complain to the insurance company first.
- You can go to Sanadak once 15 calendar days have passed without a written reply, or if you are not satisfied with the reply.
- Complaints are free for consumers and small businesses. Appealing a decision costs AED 500, refunded if the appeal goes your way.
- You can file up to three years from the event, or two years from when you became aware of it, whichever is longer.
- For insurance complaints, Sanadak comes before the courts.
Damage claims against the mover itself
Sanadak covers insurers, not moving companies. If the problem is the mover’s own liability and you cannot agree, keep every email and document and take advice on a consumer complaint or a claim. This is why agreeing the liability terms in writing before the move matters.
Insurance and claims questions
Is my move automatically insured in Dubai?
Not necessarily. A mover’s own liability is whatever its terms say, and it is often limited. Insurance that pays out on the declared value of your goods is usually a separate transit or marine cargo policy, bought through the mover or directly from an insurer. Ask for the cover and its limit in writing before you book.
What is usually not covered when moving?
Typical exclusions are damage that existed before the move, items you packed yourself (unless the mover inspected or repacked them), cash, jewellery and documents, perishables, plants and pets. Check the policy wording, because each insurer sets its own list.
How soon do I have to report moving damage?
As soon as you see it, and in writing. Each mover and policy sets its own deadline, so read it before moving day. Note visible damage on the delivery paperwork before you sign, and report hidden damage found while unpacking straight away, with photos.
What can I do if the insurer rejects my claim?
Complain to the insurance company first. If 15 calendar days pass without a written reply, or you are not satisfied with the reply, you can take it to Sanadak, the UAE’s financial and insurance ombudsman set up by the Central Bank. Filing is free for consumers.
Official sources
Want cover written into your quote?
Request a free quote and say which items are valuable. Ask the mover to state its liability limit and the cost of transit insurance on the quote itself.
The mover sets the price, not Movers Dubai.