Moving Protection Claims and Liability Policy
Important details on coverage limits and filing claims
At Icando Movers & Transportation, we take every precaution to ensure your household goods arrive safely. All services, valuation protection, and claims processes are structured in compliance with Canadian transportation regulations and our commercial cargo insurance carrier, Co-operators General Insurance Company. By booking or accepting our quotes for all moving services, you agree to the following terms:
1. Claims Reporting Window
Under the standard Canadian Conditions of Carriage for household goods, a claim for loss, damage, or delay must be submitted in writing, with supporting photos, to info@icandomovers.ca within 60 days after the delivery date — or, if your goods were never delivered, within 9 months of the scheduled delivery date. The final statement of your claim must be filed within 9 months of your move date. We will acknowledge your claim within 30 days of receiving it.
- Please tell us about any damage as soon as you notice it. Prompt notice lets us document the condition of your items and report the claim to our insurer, Co-operators General Insurance Company, without delay.
2. Carrier Liability & Released Value Protection — Basic Coverage
Included: All moves include Canadian standard Released Value Protection at no extra charge. This limits our maximum liability to $0.60 per pound per item for loss or damage.
Valuation vs. Insurance: Released Value Protection is a carrier liability limit, not full-value insurance. If your items require full replacement coverage, you should arrange supplementary transit insurance through your personal home or tenant insurance policy before the move date.
Exclusions
In accordance with standard commercial transit policies, coverage does not apply to:
- Packed by Owner: Contents of boxes packed by the client, unless there is clear external physical damage to the box caused by crew handling.
- Pressboard / Particle Board: Ready-to-assemble furniture (e.g., IKEA) due to inherent structural weakness during disassembly, transit, and reassembly.
- Pre-existing Damage & Wear: Normal wear, surface scuffs, or pre-existing structural defects present prior to the move.
- Severe Weather Events: Unavoidable damage occurring when transit/loading is explicitly requested during severe weather warnings or active extreme weather events (e.g., torrential downpours, blizzards).
- Extreme High-Value Items: Cash, jewelry, securities, or single articles valued above $100/lb unless declared in writing on the Bill of Lading prior to the move.
How to File a Claim
If an issue occurs during your move: upon the completion of the move, submit your claim in writing to info@icandomovers.ca within 60 days of delivery, as set out in Section 1 above. Include your receipt number, an itemized description, and high-resolution photos showing the damaged items along with original packaging.
Contact
Questions about this policy? Reach us at info@icandomovers.ca or by phone at +1 (204) 229-5871.
Icando Movers & Transportation
463 Dawson Road North
Winnipeg, MB R2J 0S8
Canada