FAQ - Frequently Asked Questions

Moving

What's the difference between 32-bit and 64-bit version of Windows?

The terms 32-bit and 64-bit refer to the way a computer's processor (also called a CPU) handles information. The 64-bit version of Windows handles large amounts of random access memory (RAM) more effectively than a 32-bit system. Not all devices can run the 64-bit versions of Windows.

I don't see the Windows 8.1 or Windows 10 edition I'm looking for. Where else should I check?

If you are looking for MSDN products or Enterprise edition visit the MSDN portal or the Volume Licensing Service Center.

Insurance

Which company do you use for insurance?

Move One Relocations transit insurance program is underwritten by Chubb Insurance Company and is administered by Wells Fargo Insurance with claims administration managed by WK Webster’s.

Why you don't deal with local insurance companies? We are moving for the first time, we don't know Wells Fargo. Are they trustful?

International moving is a very special field of logistics and not all the insurance companies offer products for such a special service. Wells Fargo is a well known US based insurance company having special insurance coverage options for household goods, personal effects and personal motor vehicles.

Am I protected if I will not purchase the insurance? What happens if we don't take Wells Fargo insurance and the truck flips or if my container is lost at sea. Will your office take the responsibility?

Move One Relocations liability for loss or damage is limited. Under our Terms and Conditions, the maximum liability that Move One Relocations has for your shipment is $0.60 USD per pound per article of the net weight of the goods, or $4.00 USD per cubic foot per article, whichever is the greater, provided always that such liability shall not exceed the maximum value of the article or part of the goods which is lost or damaged.

What does the full replacement insurance cover and what is covered if we choose the total loss option?

Full replacement insurance offers protection against full risks (for exclusions please check the "EXCLUSIONS IN THE TRANSIT INSURANCE" clause), while total loss coverage pays only in case of loss of the entire shipment caused by stranding, sinking, burning, and/or collision of the vessel.

What is the difference between the packing list and the insurance inventory?

Packing list is the inventory of packed goods prepared by the crew at the time of packing, without indicating any values. Insurance inventory is a valued inventory list of the goods shipped prepared by the shipper for insurance purposes.

Is it complicated to complete the "Valued inventory form"? Can your operations team assist?

We will be happy to explain how the valuation needs to be done and how the valued inventory form is to be completed, but due to the strict legal regulations, the valuation and the completion of the documents has to be done by the shipper.
The completion of the "Valued Inventory form" is not complicated, but needs your full attention while working on the list.
In case you choose to complete the "Valued inventory form" by hand, please make sure it is clear and legible.
Also please make sure that the form is signed where requested.

What value should be indicated on valued inventory form?

The basis of valuation should always be the replacement value at destination. Take into consideration what your items will be worth at your new residence, not what they are worth before they are shipped. Also consider, that in the unfortunate event of loss or damage to articles in your shipment, you will most likely be repairing or replacing these items at destination.

What is the minimum amount to be declared or any number is acceptable?

There is no minimum amount to be declared on the valued inventory form, but please avoid underinsurance. Also note, that regardless how few the declared amount is, the minimum insurance premium equivalent of €100 EUR must be paid.

Can I indicate the value in the local currency on the inventory?

Yes, you can, however in case you have damage and start an insurance claim, you will receive insurance company's compensation offer in USD.

Why do the high value items need to be indicated separately?

It is in your interest to indicate all items above $1,000 USD individual value separately on the "Valued inventory form", otherwise in case of a claim the insurance company will only refer to the number of pieces and the total value declared for a certain item category on the "Valued inventory form". The amount of compensation will also be limited to the amount indicated on the "Valued inventory form".
For example, if you have got 3 sofas, 2 of them with value of $500 USD each, but the third one is an antique couch with the value of $1,700 USD. If you indicate $2,700 USD for the 3 sofas on the "Valued inventory form" and the antique one gets damaged, the maximum amount insurance company will pay as compensation will be $900 USD. However, if the antique sofa is indicated separately, the insurance company will consider its value of $1,700 USD and will compensate you accordingly.

If I will pay the insurance and I will not complete the requested inventory, am I protected?

Insurance can't be activated without completing the "Certificate of application for all risk marine insurance coverage". In case you do not want to complete the valued inventory form, but would like your shipment to be insured against all risks, you can choose the lump sum valuation option for all risk coverage. In this case you should indicate the replacement value based on the actual weight of your shipment, which must not be less than $8 USD multiplied by 1 lbs weight of your consignment.

For example, a shipment weighing 6,000 lbs must be valued for a minimum value of $48,000 USD. In addition, any individual item, pair or set valued at more than $1,000 USD must be itemized separately on the Valued inventory form. If you choose to value your goods per this option, we would only require from you to submit the properly completed and signed "Certificate of application for all risk marine insurance coverage" sheet. Itemized Valued inventory form does not need to be completed unless high value items which are over $1,000 USD then those need to be put on the inventory form and added to the value of the weight.

Can I insure only a part of my shipment?

Unfortunately, not. Shipments should be insured at their full value or will be subject to the "Co-insurance clause". If a shipment is not insured for full value, the insured shall to the extent of such deficit bear their proportion of the loss.
For example, should a $100,000 USD shipment be insured for only $50,000 USD and sustain partial damage, the insured would only be entitled to 50% of the amount claimed. If a $1,000 USD couch was destroyed, the shipper would only receive $500 USD compensation from the underwriters. If you have items which you think it is not worth to insure, please indicate them on the Valued inventory form with a low value declared.

Can I insure my jewelry, furs, coins and plants?

Unfortunately, not. These items are excluded from the transit insurance program.

How much the insurance will cost over all?

Final amount of insurance to be paid depends on the insurance value declared by the shipper, as well as on the optional coverages if they are taken or not.

Can I put some boxes in the trunk of my car?

Please do not use your car as a shipping container. Move One Relocations will not accept responsibility for loss or damage to items packed within an automobile.

Is it mandatory to have handwritten signature on the form?

Electronic signature is also accepted, but please note that electronic signature is, like its paper equivalent, a legal concept. Digital signature includes a certificate of authority to ensure the validity of the signatory (the signature's author and owner). Unless you have a registered digital signature the forms need to be signed by hand.

Would a long term storage affect on validity of the insurance?

Transit insurance covers for up to 60 days storage (at origin and at destination together) in Move One Relocations and its approved partners warehouse. If your shipment is placed in storage for greater than this period, you should extend your protection with buying the additional "Storage coverage extension" premium to keep the coverage in effect. Insurance coverage for warehousing is only valid for storage facilities chosen by Move One Relocations.

I will have an air shipment and a sea shipment as well, is one "Valued inventory form" enough to be completed?

In case you have 2 shipments, having only one "Valued inventory form" completed is fine, but it must be clearly indicated on the form which items are part of which shipment. Completing a separate "Valued inventory form" for each shipment is even a better solution.

My shipment has already been delivered and some items suffered severe damages. Can I still apply for transit insurance coverage?

No, insurance application must be received before the goods are shipped. No insurance requests are accepted after the shipment is delivered.

What happens if some items are damaged or missing after delivery? How easy is it to claim for damages?

If any items are damaged or missing after the delivery, you have to note this on the Packing List. If you can, please also make some pictures about the damages. Insurance claims can be reported within 45 days after the delivery date. Claims reported after this date will not be considered.
It is not complicated to complete the "Claim form", or to file the claim, but the process needs your full attention. Your Move Coordinator will provide you with clear instructions how to file the claim and will be copied in your correspondence with the insurance company until you receive compensation and until the claim file is closed.

Is there any excess if I have to make a claim?

No, insurance policies are issued with no deductible amount.

How will I be compensated? Will I be reimbursed for the declared value of the damaged item in full?

Insurance company will either pay for the repair of the damaged item or they will pay the replacement cost, whichever is lower. In case of lump sum valuation on the valued inventory form, the max. liability of the insurance company will be the per lbs amount determined per the actual weight of the shipment, but not less than $8 USD per lbs.