Claims Policy

1. Coverage

• Covered Claims: Claims for physical damage to property or personal items directly caused by our team during the performance of moving, hauling, or junk removal services.
• Exclusions: Claims may be denied if damage or loss falls into the following categories:
  • Pre-existing damage or wear and tear
  • Items packed by the customer or a third party, unless the box shows outside damage from our crew’s handling (then covered at Released Value Protection, 60 cents per pound)
  • Damage inside fragile items (e.g., glass, ceramics, electronics) not professionally packed by Rocket Services LLC, unless the box shows outside damage from our crew’s handling
  • Damage occurring due to weather, acts of nature, or unforeseeable circumstances
  • Minor scratches, scuffs, or cosmetic damages consistent with normal moving activities
  • Incomplete claims with missing or insufficient documentation (e.g., photos)
  • Coverage may vary based on the insurance option selected at the time of booking (Released Value Protection or Full Value Protection).
  • Customers selecting Full Value Protection (FVP) are required to provide time-stamped pre-service photographs of covered items and service areas at least 72 hours before the service date.

2. Filing a Claim

• Claims must be submitted within 7 days of your service date.
• Claims must include:
  • Full name and contact information
  • Date of service
  • Pickup and drop-off addresses
  • Description of the issue
  • Time-stamped photos of the damage
  • If you selected Full Value Protection (FVP) or if available, please also submit time-stamped pre-service photographs of your items and service areas to support your claim. Even if Full Value Protection was not selected, providing time-stamped pre-service photographs is strongly encouraged to support your claim.
  • Copy of the service agreement or receipt

Claims missing required information may result in processing delays.

3. Claim Review Process

• Upon receiving your completed claim form, our Claims Department will review the information within 7–10 business days.
• During the review process, we may request additional documentation or clarification to fully understand the situation.
• Submission of a claim does not guarantee reimbursement, replacement, or repair.
• All claims and related communications will be handled in writing. Rocket Services LLC does not provide claim decisions, updates, or settlement information over the phone, via text, in person, or via chat. All updates will be communicated via email to ensure clear and accurate records.
• Customers who wish to dispute a claim decision must notify Rocket Services LLC in writing within 48 hours of receiving the decision.

4. Resolution Options

After completing our review, Rocket Services LLC may offer one or more of the following resolutions, based on the nature of the claim:

• Repair of the damaged item (if feasible)
• Replacement (item of comparable value)
• Partial compensation for the item’s current value
• Other solutions as determined fair under the circumstances

Any settlement offer will be made in writing and requires your acceptance before proceeding.

5. Customer Responsibilities

• Customers are strongly encouraged to participate in the final walkthrough at the time of service and report any visible damage immediately.
• Customers must report any damage promptly.
• Customers must cooperate with Rocket Services LLC during the investigation, including providing clear photos and relevant information.
• Customers must also retain possession of any damaged items until the claim review is completed. Disposal of the damaged item prior to review may affect eligibility for compensation.
• Failure to respond to requests for information within a reasonable time may result in closing the claim without further action

6. Third-Party Insurance

• Customers who have purchased third-party insurance coverage for their move must disclose any existing claims filed with other insurers related to the reported damage.

Rocket Services LLC reserves the right to coordinate with any third-party insurance providers regarding claims, and compensation from Rocket Services LLC may be adjusted or limited based on coverage provided by third-party insurers.

• Customers are responsible for providing copies of any third-party insurance certificates or claim documentation if requested.

7. Limitation of Liability

Except where Full Value Protection was purchased, Rocket Services LLC’s liability for any item shall not exceed the actual current cash value of the item, not its original purchase price or sentimental value, and under Released Value Protection is further limited to 60 cents per pound per item. If Full Value Protection was purchased, liability is the item’s replacement cost, up to the declared value and less the applicable deductible, as described in Appendix D.

This claims process is subject to the terms outlined in the Rocket Services LLC Service Agreement, Claims Policy, and Appendix D (Coverage Options). In case of any conflict, the Service Agreement and Claims Policy will govern.

Rocket Services LLC is not responsible for consequential, incidental, or indirect damages arising from a service.

8. Questions?

If you have any questions or need help with the claims process, please contact us:

• Phone: (720) 336-1661
• Email: claims@rocketservicesllc.com