Detailed Claims Process & Dispute Resolution

1. Filing a Claim

1.1 Notification Requirements

• Prompt Reporting:
  • We encourage you to carefully inspect your items and property during the final walkthrough of your service. Any concerns should be reported to our team before completion whenever possible.
• Formal Claim Deadline:
  • If any damage, loss, or discrepancies are discovered after service completion, you must submit a formal claim within 7 days of your service date. Claims submitted after this period may not be eligible for review. If Colorado or federal law requires a longer period than stated here, the period required by law at that time applies.
• How to Report:
  • Please submit your claim in writing through our online Claim Form or by email at claims@rocketservicesllc.com. Your submission should include:
    • Your full name and contact information
    • Service date
    • Pickup and drop-off addresses
    • A detailed description of the issue
    • Time-stamped photographs or videos of the damage
    • A copy of your service agreement or receipt (or FVP receipt) and the coverage type you selected
    • Timely and complete reporting ensures a smoother claims process.

1.2 Required Documentation

• Supporting Evidence:
  • Please attach any available photographs or videos showing the condition of the damaged items, along with supporting documentation such as:
    • Receipts, proof of purchase, or other documents establishing the value of the affected items
    • If you selected Full Value Protection (FVP) for your service, you must also submit time-stamped pre-service photographs of your valuable items and service areas, as outlined in Appendix D.
    • A detailed written description of how the damage or loss occurred
• Inventory Confirmation:
  • If an inventory list was provided during your service, please reference it and highlight any missing or damaged items.

Note: Submission of a claim does not guarantee compensation. All claims are reviewed according to Rocket Services LLC’s Service Agreement, Appendix D, and Claims Policy to determine eligibility and appropriate resolution.

2. Claim Review Process

2.1 Initial Review

• Timely Assessment:
  • Once your claim is received, our claims department will acknowledge receipt within 24 hours.
  • We will then review your submitted documentation and assess the extent of the loss or damage.

2.2 Investigation and Evaluation

• Review Period:
  • We aim to complete our review within 7–10 business days.
  • During this time, our team may contact you for additional details or clarification.
• Determining Liability:
  • The evaluation will consider the selected insurance coverage (e.g., Released Value Protection or Full Value Protection) and apply the appropriate calculation method (such as 60¢ per pound, or replacement cost up to the declared value).

2.3 Communication of Decision

• Written Outcome:
  • We will inform you of our decision in writing via email.
  • If the claim is approved, the decision will specify the compensation amount and how it is calculated.
  • If the claim is denied or partially approved, we will provide a clear explanation of the reasons.

3. Dispute Resolution Process

3.1 Internal Dispute Resolution

• Initial Communication:
  • If you disagree with our decision regarding your claim, please email claims@rocketservicesllc.com within 48 hours of receiving our decision.
  • We will review your concerns and, if necessary, re‑evaluate the claim to attempt an amicable resolution.

3.2 Mediation and Arbitration

• Escalation:
  • If a resolution cannot be reached through our internal process, any disputes arising from this claim will be resolved through mediation or binding arbitration, as described in the Main Agreement.
• Arbitration Details:
  • Arbitration will be conducted in accordance with the rules set forth in our Service Agreement.
  • The arbitration process will take place in Colorado, and both parties agree to abide by the arbitrator’s final decision.

3.3 Time Limits for Disputes

• Mediation and Arbitration Deadline:
  • Mediation or arbitration of any dispute must be started within 3 months of the service date. If Colorado or federal law requires a longer period than stated here, the period required by law at that time applies.
  • Disputes regarding our claims decision must also be initiated promptly as described above.
  • Nothing in this Appendix limits your right to request binding arbitration through the Colorado Public Utilities Commission process for household goods moves, as provided by Colorado law.

4. Additional Notes

• Finality Upon Acceptance:
  • Once you sign the completion form or otherwise confirm acceptance of our services without filing a claim within the required timeframe, you waive any further right to dispute minor damages or incidental losses.
• Retention of Damaged Items:
  • Clients must retain possession of any damaged items until the claims review process is complete. Disposing of an item prior to resolution may affect eligibility for compensation.
• No Oral Changes:
  • All communications, adjustments, or amendments related to the claims process must be in writing.
• Assistance:
  • Our customer service team is available to help guide you through this process should you have any questions or need clarification at any stage.