Moving House insurance

Why Purchase Transit Insurance?

Whilst great care is taken during the removal of your property, there are many risks of loss or damage, which are beyond Atlantic International Movers control.

Atlantic International Movers liability for loss or damage is limited by their standard contract terms and conditions, which are incorporated into all removal, storage and shipping contracts. For these reasons, you are strongly advised to take out an All Risks insurance policy to protect you from the many risks to which your property will be exposed during removal, storage and transit.

Whose products do we offer?

We will only offer you one policy from an insurer with whom we have established close links. The policy is designed to provide cover to meet the demands and needs of those who wish to insure for loss or damage to their property whilst in transit approved removal company. That insurer is: Aviva Insurance Limited Marine Policy for the shipment of property overseas and associated storage.

What service will we provide you with?

We provide full details of the Aviva Insurance Limited Marine Policy for you to decide how to proceed. You will not receive advice or a personal recommendation as to whether this policy is suitable for your specific needs. However, we do stress the importance of arranging appropriate insurance for your property.

What will you have to pay us for our services?

We will provide a quotation for the proposed insurance policy. An administration fee may be quoted and added to your invoice to cover the costs in arranging your insurance and this will become payable before you move. In the event of you cancelling your insurance, we may wish to make a charge for any costs involved. Any money you pay us for insurance will be held by us as an agent of the insurance company.

You will receive the following:

  • Quotation: Our Statement of Price (e.g., quotation and / or contract) – this will show the cost or rate for the removal and / or storage contract, and the applicable insurance rate or premium.
  • Policy Summary: As detailed in the following pages. This contains very important information about the insurance terms, conditions and exclusions. Please read this carefully and contact us with any queries. Your particular attention is drawn to the main policy exclusions and the optional cover detailed under the heading ‘Exclusions and Optional Coverage’. The Policy Summary does not contain the full terms and conditions of the insurance contract. These are in the ‘Terms and Conditions of Insurance’ on page 11 of this document.
  • Acceptance of Quotation and Insurance Proposal Form: An acceptance of quotation and/or contract, and/or instruction form including an Insurance Proposal Form will be provided to you for your completion and return to us if you decide to accept our offer.
  • Confirmation of Insurance: We need to receive your acceptance of our offer and completed Insurance Proposal Form at least 48 hours prior to the commencement of packing. If this is done and you have paid the appropriate insurance premium, we will issue and send you a Confirmation of Insurance stating the main details of your insured consignment. Please retain this important document until the removal contract has been fully completed.

Claim Procedure: The Policy Summary will provide details of how to make a claim on the insurance. If you have any questions, please contact us.

What does the policy cover and what does it exclude?

This policy provides “All Risks” of physical loss or damage cover (or Restricted Conditions if chosen) for Door-to-Door International transits of your property arranged by Atlantic International Movers, and can be extended for periods of storage whilst in professional warehousing by or arranged by Atlantic International Movers, or restricted conditions if chosen subject to the ‘Terms and Conditions of Insurance’ detailed herein.

As with any insurance cover, this policy incorporates certain exclusions, conditions or limits and these are summarised in the following ‘Exclusions and Optional Coverage’ section and further set out in the ‘Terms and Conditions of Insurance’ on page 11. Please ensure that you understand the terms and conditions prior to agreeing to take up coverage under this policy, to avoid disappointment later on, in the event that you need to make a claim. A policy ‘deductible’ (sometimes referred to as an ‘excess’) of £50 is applicable.

What happens if my insured property gets lost or damaged in transit?

In the event of loss or damage which might give rise to a claim under the insurance, immediate notice must be given in writing by you to insurers representatives (i.e., Atlantic International Movers Limited and/or the corresponding mover at destination). Do not give a clean receipt where goods are in doubtful condition (except under written protest). Note any discrepancies such as shortage or damage to any outer packaging.
The policy allows you 30 days from the date of delivery (or scheduled date if claim is for non-delivery) to provide full details of the items being claimed. You then have a further 60 days to provide the documentation to substantiate your claim.
You will receive a claim form and detailed instructions on how to proceed.
In certain circumstances the insurers may appoint a Loss Adjuster. The adjusters’ role is to examine the scenes of the losses and investigate circumstances giving rise to the claim. The adjuster will report to the insurers. The insurers will pay adjuster’s fees. A Loss Adjuster will not assist in the preparation of a claim, but will advise you of what insurers will require to consider the claim.
You will be asked to substantiate your claim for damaged items by obtaining local repair or replacement estimates, and it is helpful if you are able to provide photographs of the damaged items.
Damaged items need to be retained in order to be assessed by either Atlantic or an appointed Loss Adjuster who will advise when they can be disposed of.

IMPORTANT: If you fail to notify details of loss or damage within the time limits set out above, insurers can decline your claim, or you may prejudice your claim. For example, if the currency of the amount claimed differs from the currency in which you insured your property, the exchange rate used by insurers to calculate settlement would be that prevalent at the time the Confirmation of Insurance was issued.
Insurers, at their discretion, may agree to extend the time limits set out above to receive details of a claim, provided that such request for extension is made in writing within those time limits.

CLAIMS NOTIFICATION: Please contact the office of Atlantic International Movers who arranged this insurance on your behalf using the contact details previously provided.

Are we covered by the Financial Services Compensation Scheme (FSCS)?

Aviva Insurance Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if Aviva are unable to meet their obligations under this contract of insurance. If you were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance.

Further information about the Scheme is available from the FSCS, Tenth Floor, Beaufort House, 15 St. Botolph Street, London EC3A 7QU and on their website: or the FSCS helpline on: 0207 7414 100 or 0800 678 1100.

Your rights as a customer to take legal action remain unaffected by the existence or use of any complaint procedure referred to above. However, the Financial Ombudsman Service will not adjudicate on any cases where litigation has commenced.

What to do if you have an insurance complaint?

If you wish to make a complaint you can do so at anytime by referring the matter to:
The Complaints Manager, Aviva Insurance UK Limited, St. Helens, Level 18, 1 Undershaft, London EC3P 3DQ

Complaints that cannot be resolved by the Aviva Complaints Manager may be referred to the Financial Ombudsman Service at:
South Quay Plaza, 183 Marsh Wall, London E14 9SR
From within the United Kingdom
Telephone number: 0800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone number: 0300 1239 123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02)
From outside the United Kingdom
Telephone number: +44 (0) 207 964 1000
Fax: +44 (0) 207 964 1001

A full policy document will be sent with your quote, detailing the terms and conditions of offer. You will use this to sign and agree to these terms and to declare the values of items to be moved (you can provide a separate list if preferred). Without this document being returned we cannot provide cover and your attention should be drawn to our standard terms and conditions of service and our limited liability.