What to confirm on materials, insurance and unpacking

The difference between a move that arrives in good condition and one that doesn't often comes down to three things you confirm before you hand over your belongings: what materials they'll use, what happens if something breaks, and how they'll get your packed boxes safely off the truck. Most people focus on price and timelines and skip these conversations entirely—then feel blindsided when their furniture arrives damaged and the mover shrugs.

Materials: specifics matter more than brand names

When a packer tells you they'll use "quality materials," push back and ask what that means in practice. Will they double-wrap fragile items or single-wrap them? What gauge of tape are they using—flimsy packing tape breaks under weight, while proper moving tape holds. Do they source new boxes or recycle old ones that might be weakened? Ask whether they'll use crinkle paper, bubble wrap, foam sheets, or blankets for different item types, and whether the cost of specialty materials (wardrobe boxes for hanging clothes, dish pack boxes with dividers) is included in their quote or charged separately.

A packer who can rattle off their material choices without hesitation has thought through the job. One who says "we'll pack it properly" and changes the subject has not. Also confirm they'll pack to the weight limits of each box—an overstuffed box fails mid-move, and no amount of tape fixes that.

Insurance: know what's covered and what isn't

Most moving companies offer basic liability, which typically covers only a fraction of an item's actual value. Before booking, ask what their standard cover is and what it excludes. Some policies won't cover damage to items they consider high-risk (artwork, electronics, antiques) unless you declare them upfront and pay extra. Others have caps per box or per move.

Request a copy of their insurance schedule or policy summary in writing—not just a verbal promise. If they won't provide it, that's a red flag. Also ask whether you can add supplementary cover through your own home or contents insurance, and confirm with your insurer whether your existing policy covers items in transit. Get the name and contact details of their insurer, and don't assume that because a packer is registered or has good reviews that their insurance is comprehensive. Insurance and reputation are separate things.

Unpacking: what "unpacking" actually includes

If you've paid for unpacking as part of the service, clarify exactly what that means. Does the packer remove items from boxes and place them in the rooms you specify, or do they also unwrap individual items and position them? Will they flatten boxes and remove packaging materials, or leave that for you? Some packers include unpacking; others charge by the hour. Some unpack only what they packed; others won't touch items they didn't pack themselves.

Ask whether they'll assemble furniture they disassembled before packing, or if that's a separate job. Confirm whether fragile items (glassware, plates, artwork) will be unpacked by the same careful hands that packed them, or by general labourers. The difference matters, especially for valuable or delicate pieces.

Getting answers in writing

Once you've asked these questions, don't rely on memory or a verbal agreement. Ask the packer to send you a summary email confirming the material spec, the insurance details, and the scope of unpacking included in your quote. If they're vague or reluctant to commit to specifics in writing, look elsewhere. A professional packer knows their own process and is happy to document it.

When you're ready to book, use Strove to find verified packing services in your area, read their client reviews for mentions of material quality and damage claims, and ask these three questions before you confirm the booking. You'll move with far more confidence.