Claims Policy

1. Coverage

• Covered Claims: Claims for physical damage to property or personal items directly caused by our team during the performance of labor 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 under our Damage Policy at $0.60 per pound per item)
  • 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 loading, carrying and handling
  • Floor scratches, scuffs, or dents caused by heavy items over 75 pounds that cannot be easily lifted (such as equipment, appliances, or large furniture) when floor protection was not purchased, including damage from an item’s covered or hidden base that could not reasonably be foreseen
  • Incomplete claims with missing or insufficient documentation (e.g., photos)
  • Injuries to the customer or anyone helping the customer, and damage or loss during a service where the customer or anyone assisting the customer helped lift, carry, load, unload, or move items, unless the damage was caused by our crew and reported to and acknowledged by the team leader at the time it occurred. Customers and their helpers who choose to help do so at their own risk, and we recommend that only our crew carry heavy items and load the truck.
  • Any other item or situation excluded under the Damage Policy in Appendix D

2. Filing a Claim

• Visible damage (damage that can be seen during the final walkthrough, such as to furniture, walls, floors, or doors) must be reported to the team leader and noted before the crew leaves. Visible damage that is not noted at that time cannot be claimed later.
• Concealed damage (damage inside packed boxes or not reasonably visible at the walkthrough) must be submitted as a claim within 7 days of your service date. If Colorado or federal law requires a longer period, the period required by law at that time applies.
• Claims must include:
  • Full name and contact information
  • Date of service
  • Job address or addresses
  • Description of the issue
  • Time-stamped photos of the damage
  • Time-stamped pre-service photographs of your items and service areas, if you have them. Pre-job photos are 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 to 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

Rocket Services LLC’s liability for belongings damaged by our crew is limited to $0.60 per pound per item, up to $1,000 per job or the total cost of the job, whichever is less. Payment is not based on an item’s original purchase price or sentimental value. Damage to your home or building caused by our crew’s negligence will be repaired, or the reasonable cost of the repair paid. Both are described in the Damage Policy in Appendix D. Rocket Services LLC does not sell an upgrade option.

This claims process is subject to the terms outlined in the Rocket Services LLC Service Agreement, Claims Policy, and Appendix D (Damage Policy & Coverage). 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.

If the customer, their family, friends or anyone they bring choose to lift, carry, load or move items during the job, they do so at their own risk. To the fullest extent permitted by law, Rocket Services LLC is not responsible for injuries to the customer or their helpers, or for loss or damage to items they handle, except damage caused by our crew and acknowledged by the team leader at the time.

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