This document provides tips for properly handling various items during moving to minimize claims. It includes tips for packing and transporting artwork, appliances, trophy mounts, leather furniture, and other items. Key recommendations are to properly wrap and cushion fragile items, disconnect appliances instead of water/gas lines, build custom wooden crates for large trophy mounts, remove furniture legs and wrap in blankets and plastic, and avoid dragging items or overloading tops. The goal is to deliver items in the same condition received through careful packing and transportation.

1. CLAIMS TIP
Contenido
1. Claims Tip - Artwork .................................................................................................................1
2. Claims Tip- Appliances ................................................................................................................2
3. Claims Tip – Trophy mounts.........................................................................................................3
4. Claims Tip – Leather Furniture......................................................................................................4
5. Claims Tip Overflow Inventory .....................................................................................................5
6. Claim Tip - Rugs...........................................................................................................................7
7. ClaimtipCounsel agents/driversforshipmentsloadingoutof NTS/permanentstorage orMini
storage ..............................................................................................................................................8
8. Claims Claims Tip- Misdelivered items..........................................................................................9
9. Claims Tip- Fishing Rods and Reels...............................................................................................9
10. Claims Tipfor Proper Firearm Handling...................................................................................10
11. Claims Tip-Driver prevention..................................................................................................12
12. Claims Tip-Curved TV's..........................................................................................................13
13. Claims Tip- Bicycles...............................................................................................................14
14. Claims Tip-Cribs.....................................................................................................................15
15. Claims Tip-Pictures................................................................................................................16
16. Claims Tip-NTS.......................................................................................................................17
17. Claims Tip-Theft....................................................................................................................18
18. Claims Tip-Motorcycles..........................................................................................................18
19. Claims Tip-TV's......................................................................................................................19
1. Claims Tip - Artwork
Don’t be worried about packing and transporting Great, Great, Great Grandmas priceless
painting. We have the scoop to keep help keep the claims at a minimum.
Did you know humans pose the most dangerous threat to paintings! Pastels, watercolors and
paintings are the most vulnerable to being damaged by handling and moving. Per the “Oil
Paintings of America,” (http://www.oilpaintersofamerica.com/resources/articles/packing.cfm),
there are steps we can take to make sure the art arrives in the same condition we received it in.
1. Wrap the painting in a non acidic large plastic sheet (not stretch wrap)

2. CLAIMS TIP
o This protects the frames finish from rubbing off and keeps packing particles off of the
painting.
2. Create a Styrofoam package that will fit your frame snug, if you do not have Styrofoam you
can wrap the art in a blanket or bubble wrap over the plastic wrap.You want to create a
cushion.
3. Never use packing peanuts in a picture carton with a painting.The peanuts can all settle at
the bottom causing pressure on the painting and leaving the top half unprotected.
4. Slide the protected painting into a close fitting cardboard box or create a box to fit the
painting.
5. Secure all sides of the box with tape.
6. Write on the box what painting is inside and put the same information on your inventory.
7. DO NOT PACK MORE THAN ONE PAINTING TOGETHER!
8. Transport the paintings standing up so nothing is stacked on top of them.
2. Claims Tip - Appliances
Luigys’policy is that no driver or crew member should ever disconnect or connect
any appliance, including water lines, gas lines or electrical hookups other than
simply plugging an item into a wall outlet for power. Under no circumstances may a
driver or any crew member disconnect or install water lines to any appliance
including but not limited to washers or refrigerators. Often valves and lines may start
to leak later, and then we are responsible. Even a minor leak can cause major
water damage to a home and its contents. An improperly installed gas or electric
line such as on a dryer could cause a fire, anexplosion or a gas leak, leading not
only to property damage, but possibly to injury or even death.
Household appliances must always be serviced by the customer or by a third party
company. (With proper approval for payments by the account or the customer)
 Make sure appliances are clean and DRY and properly serviced before moving.
 Secure doors and/or lids with shrink wrap (be sure they are empty).
 Attach cords securely to the back of the appliance using tape.
 If you choose to store hoses and cords inside the washer/dryer, wrap them in a
towel or pad to protect the drums. Note on the inventory that these items are now
inside the machine.

3. CLAIMS TIP
 Note make/model/serial number of the appliance on the inventory along with any
exceptions of exterior damage.
 Wrap the appliance in moving blankets or paper padding to protect from
scratches and to protect the home.
 Secure to dolly, never drag an appliance in the home, warehouse or truck. The
small feet on the bottom are not designed for that. This could cause expensive
property damage as well.
 Make sure the floor is well protected and a path has been cleared.
 The pedestals to front load washers and driers are separate pieces. They should
be inventoried separately and removed from under the machine for moving.
 Do not place machines on pedestals for transport. They are not designed for that
and will get damaged and claimed.
 Once on the truck, be sure to protect the glass doors of front loading washers
and dryers from scratching and breakage.
 When placing items on top of the appliances, be very mindful of any control
panels. If there are external knobs, you will need to protect them.
 Be certain the items you are placing on the appliances are not too heavy. Dents
to the top of the appliances are costly to repair and may end up causing full
replacement of the appliance.
 Upon delivery, be sure all floors and door jams are protected. Place item in each
room as specified. Place far enough away from wall so customer or third party
has access to service the appliance. Do not slide into place.
3. Claims Tip – Trophy mounts
Trophy mounts are just that, trophies. Our customers have dedicated many hours and
lots of money to bag the “big one” and we want to take proper care of it while it’s in our
care. The mounts need to withstand the vibrations, every pot hole that it hits on the
journey to its new home and anything that may be stacked on top of it. Here are a few
tips to achieve that:
 For the larger mounts, they will need the extra protection of plywood. You’ll need to
build a custom wooden crate that is a little larger than the trophy leaving a few
inches of extra space around all sides of the mount.
 Use wood screws to mount the trophy to the bottom of the crate with a 1” x 4” block
to prevent any unwanted movement during transit.
 For added protection, support the head within the crate by using packing peanuts.
 If the mount is smaller than a fox, you can use reinforced cardboard boxes. You will
need corrugated cardboard tucked into the inner corners to prevent crushing and
crumpling. You can also reinforce the corners with plywood and secure the mount to
plywood as well.

4. CLAIMS TIP
 Use Styrofoam anywhere an antler or the head could hit the sides of the wood crate.
 Fish mounts are very delicate and almost anything that comes into contact with the
fish could scratch or mar its appearance, do not put anything else in the crate with
fish.
 If packing a bird mount, surround the secured mount with packing peanuts, anything
else like crumpled paper will have too much pressure and can rub off delicate
feathers.
 Finally, list each item on the inventory and what each crate contains!
4. Claims Tip – Leather Furniture
Upon arrival to the customer’s new home, it’s disappointing to the customer and the
driver to unload their leather furniture with damage. Repairs on leather furniture can be
difficult and costly and may even need to be replaced. Here are a few tips to prevent
any damage during the move:
 Wrap the leather furniture in furniture blankets to protect it from any scratches, tears
and dirt; this will also help absorb any moisture that may be present.
 Tape the furniture pads securely to hold the blankets in place but be sure to not let
the tape come in contact with the leather – this can damage the leather and could
take off the coloring.
 Stand the furniture on end and remove the legs, this will prevent them from any
damage. Place the legs in a marked box; identify this box on the inventory, note that
it contains the legs and what piece of furniture.
 If you cannot remove the legs, make sure to wrap them so they are protected from
damage.
 Once the sofa is covered with moving blankets, wrap the entire sofa with shrink wrap
to hold the blankets firm.
 Never wrap leather furniture with shrink wrap without blankets. The plastic traps in
moisture and can cause mildew to form and can be costly.
 Do not drag the sofa across the floor as this can cause the bottom to become
scratched, dirty or even tear the leather, and it can also cause property damage.
 Never place anything on top of your leather furniture during the move. Heavy
objects can cause permanent indents or deep scratches in the leather. Place the
furniture alone.

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5. Claims Tip OverflowInventory
There are always those times where not everything can fit on the truck and there needs
to be an overflow. Making sure an overflow inventory is prepared correctly is essential
to save frustration to the customer at delivery and also reduce claims and claim cost.
Below are instructions to keep the overflow shipment organized and delivery a success!
When picking up from residence:
 The main driver must prepare an inventory covering the entire shipment .This includes any items that
will follow on another truck as an overflow.
 In the right column of the inventory, the main driver must write “overflow” next to each item
that will be left behind for the overflow portion (See Below).
 Do not use ditto marks for items that are on the overflow, please specify to reduce any
confusion.
 Per the Tender of Service, when there is an overflow, prior to loading the shipment, the
main driver MUST prepare a separate overflow inventory (cross referenced against the main
inventory) to account for what items are being left behind for the overflow and provide a
copy to the customer at that time.
 Do not retag the overflow items as this makes it very confusing at destination and can open
up the potential for items to be claimed as missing. If a sticker fell off, write it up as NO #
with the description.
When picking up from a warehouse (pick/hold, NTS):
 The main hauler must rider the ENTIRE SHIPMENT annotating any missing items or
damages not covered on the inventory. If it is determined there will be an overflow, the main
hauler must write up a cross referenced overflow inventory listing what items are not going
with the main shipment and will be in the overflow. A copy of this inventory must be left with
the warehouse so the overflow driver can reference it.
 The driver picking up the overflow portion of the shipment must take a rider against the
cross referenced overflow inventory in order to account for what items he received and in
what condition.
 At delivery for the overflow potion, if there are any exceptions they must be made on the
overflow inventory and the customer must sign it as evidence of the overflow delivery.

6. CLAIMS TIP

7. CLAIMS TIP
6. Claim Tip - Rugs
Don’t ruin a rug. That’s carpetal punishment
A damaged rug at destination can be disappointing to you and the customer. To avoid claims and
dissatisfaction, here are a few tips to help avoid that:
At origin, note the size of the rug and style along with any pre-existing damage on the inventory.
If you are picking the shipment up from mini storage or permanent storage protect yourself and take the
time to unroll the rug to inspect it.There may be damage hidden inside.
Never Fold The Rug! This will crack the stiff backing of a rug and damage it.
Always roll the rug with the top side facing out.Rolling the rug with the back facing out can cause
unnecessary strain to the backing creating damage.
Secure the rug with string or twine.DO NOT use packing tape as this will cause damage to the rug leaving
behind residue.
Wrap the secured rug in paper then secure with packing tape.Do not wrap the rug in plastic, this can
cause mold or mildew to grow because as it traps in moisture.
Lay your rolled, properly wrapped rug flat on the truck.Standing it up on end can cause damage to the
end from the weight.
Make sure there is nothing piled up on top of the rug during transport as this can crush the rug and
misshape it.
Over the last few years we have seen a dramatic increase in water damage, mold and infestation. These
types of claims are at a tremendous cost to all parties involved. Once we have the effected items in our
possession we have liability and cost associated with handling it.
To protect drivers, agent and Stevens from these costs we have developed a quick checklist to remind
agents and drivers when they are loading shipments out of areas that have larger than normal potential
for exposure to mold and infestation.

8. CLAIMS TIP
It is extremely important to remind the drivers every time a shipment is to be loaded of NTS, Permanent
and Mini storage about the 5 items below and I have attached a copy for convenience of printing it out for
use and reference.
7. Claim tip Counsel agents/drivers for shipments loading out of
NTS/permanent storage or Mini storage
ALWAYS get a weight at time of load – the NTS/perm storage weights are NOT valid
Watch for Water damage, Mold/mildew, and infestation. How to identify:
Be aware of the condition of the building – holes, leaks, etc
Look for visible signs of mold and pay attention to the musty smell of mold or mildew
Look for discoloration to furniture or cartons to indicate water damage
Any signs rodents/insects, including spiders/snakes either alive, dead or eggs/larvae. Watch for chew
marks on items, evidence of droppings.
If there are any signs of water damage, mold or mildew, open and inspect cartons specifically mattresses,
clothes, and linens.
All firearms cartons must be accounted for with intact security seals. Any tampered or missing cartons
must be reported.
NTS/perm storage: Check off the entire inventory and complete a thorough rider. Any missing items must
be reported.
DRIVER NEEDS TO STOP LOADING AT ANY SIGNS OF CONDITIONS ABOVE. CALL DISPATCHER
OR CLAIMS IMMEDIATELY.

9. CLAIMS TIP
8. ClaimsClaimsTip-Misdelivereditems
Returning missing or misdelivered items to the customer
If you are an agent or driver and find item(s) on your truck that you need to get back to the correct
customer or you are not even sure who the item belongs too, follow the steps below:
Contact claims immediately, don’t just wait for a claim to be filed.We should already be tracking for the
item(s) and don’t want the customer to file a claim unless it is necessary.
Let us know what the item is and/or the contents of the carton if known.
Take photos of:the item, inventory sticker and any name or information that is listed on it.
Let claims know where your next stop is so we can contact a local agent to inform them you will be
dropping this item off so we can return it to the customer.
If the carton is damaged please contact claims as this carton will need to be repacked before it can be
shipped. Note any damages to the contents during repacking and please take photos.
If driver will be in customers area within the next week and he would like to deliver the item back to the
customer, you must get a signed document (could be an inventory sheet with the item listed and
customer signature along with the date received) stating they have received this.Stevens requires this
document for the customers file in the event a claim is filed.Claims will continue to follow up with the
driver until delivery is confirmed and documentation is received.
If you have already proceeded with returning the item to the customer via FedEx, UPS, or USPS, claims
department requires the tracking number(s) for the item(s) as when it is scheduled.Claims will continue to
follow up until the information is received in order to verify the item(s) are delivered.
9. Claims Tip - Fishing Rods and Reels
Today’s rods and reels are not your father’s Zebco.
Shimano Electric Reels sell for $1099 to $1699!!!

10. CLAIMS TIP
Custom rods are becoming quite popular. While some breaks can be repaired, it can affect the casting
quality.
While many high priced rods come in special cases or rod tubes, not all do. Care should be taken when
packing all fishing rods/reels for transport.
If you are presented with rods/reels in carrying cases, open the case to confirm what is inside. Note if
there is a rod AND reel, the brand/model name, color and condition of this item.
Suggest to the customer to note high priced rods/reels on the High Risk/High Value Inventory.
If rods/reels are not in cases, be specific about what they have on the inventor. If there are no reels, note
‘fishing rod – no reel’‘6 fishing rods with reels’. Again, noting brand/model name is important.
Take care in packing – gently wrap rods in bubble or shrink wrap (be mindful of the hooks!) to protect the
fragile tip and protect the reel.Wrap each rod individually and THEN secure them in a bundle, end to end,
to ensure they don’t shift in transit. Use a mirror carton or telescoping carton to construct a box to
transport them. Be sure to use packing material in the carton to cushion the rods/reels.
Be specific on your inventory! (Yes, this is being repeated!) Note the number of rods packed/wrapped and
if there are reels. Note brand/model name, color and condition of the rod.
Proper documentation can prevent you from being on the hook for a 100% chargeback on a missing reel.
10. Claims Tip for Proper Firearm Handling
Did you know that there are approximately 270 million civilian firearms in America? Of these 270 million
civilian firearms 230,000 guns are stolen per year; this results in a loss of $27 million per year. The
average replacement cost of a gun is between $400 and $1000, not to mention the potential of greater
liability exposure for any loss. In order to reduce your liability for these items, follow the steps outlined
below:
-Ask the customer at the time of loading if shipment contains firearms
-If the shipment contains firearms the driver must physically see the firearms prior to packing and loading
and the customer must show that they do not contain ammunition.

11. CLAIMS TIP
Firearms should be pointed in a safe direction at all times
-The driver is required to confirm and list each firearm on the inventory by
-Make
-Model
-Serial Number
-Gauge/Caliber
-The firearm should be packed into a carton with a security seal attached and signed by the customer
with the number noted on the inventory and also the High Risk/ High Value Inventory (packing and
sealing should be done in front of the customer).
-Firearms CANNOT be left in a gun safe during shipment and MUST be packed and sealed.
**The outside of the carton should NOT have any indications about the firearms. **
**Note: if the firearm does not contain a serial number contact Stevens HQ claims department
immediately for further instructions. **
**WARNING: Ammunition should not be shipped under ANY circumstances. **
The firearms should be packed in the middle of the shipment to avoid the risk of pilferage.
The firearms must be accounted for at every transfer point in the shipment (loading goods at residence,
delivering into SIT and when DA delivers the goods).
Upon delivery of firearms to residence, the carton containing the firearms should be opened in the
presence of the customer and the customer MUST sign the bottom of the inventory as well as the
individual line item designating the firearms acknowledging the receipt of the firearms.
If you have any questions of concerns regarding a firearm or if a firearm is missing at any time
IMMEDIATELY CALL (800) 765-3836 Ext 708
**Failure to report missing firearms may result in termination of your contract or employment with
Stevens. **

12. CLAIMS TIP
11. Claims Tip-Driver prevention
What the Driver can do to prevent Claims:
Prepare an accurate inventory listing the true condition of the property at the time it is received.
Take pictures of items at origin and destination that of are of high value or that the customer has
expressed concern with. Send these to claims@stevensworldwide.com along with the reg number.
Do not use ditto marks or list the same description for all the household goods.
Prepare an accurate rider/exception sheets when a shipment is received from another warehouse or
carrier.
Carefully review any and all riders/exception sheets that are prepared before signing them.
DO NOT load any piece of furniture that has MOLD, is wet or has infestation of any kind. Contact Claims
Department IMMEDIATELY for further handling instructions.
Do not leave shipments unattended.
When received owner packed cartons, examine the contents of those that are listed as high value or that
contain computer or electronic equipment.
Ensure you visibly see the high value items and/or firearms on all shipment. Do not take the customers
or warehouses word.
When received a shipment from another warehouse, examine those cartons that are listed as containing
high value or computer/electronic equipment to ensure that the property in question is in fact being
received.
Look at concealed areas i.e. the underling of sofas, upholstered chairs, mattresses, box springs, inside
cabinets, refrigerators and all similar type items.
Do not discuss the company or personnel with customer in a negative way.
Survey area to check for narrow hallways, sharp turns, ceiling clearance, walls, thermostats, low light
fixtures, woodwork and floor coverings.
Use adequate help and be careful when lifting heavy or bulky articles.

13. CLAIMS TIP
Protect the residence to prevent damage to floors, banisters, door frames, walls and any area that is
subject to damage.
Ensure that the vehicle is clean both inside and out.
Unpack cartons that are damaged upon delivery and note that the contents were undamaged or if there is
damage list the items and the damage in question.
Unpack all cartons that contain electronic equipment or items that are noted on
12. Claims Tip -Curved TV's
Curves are in!
Now that we have your attention, here are a few facts about Curved TV’s.
By 2019, curved TV’s are projected to be in 34% of U.S. Households!
By 2017 most TV’s will be 50 inches or larger!
Per MSS Network Providers, they have packaged curved TV’s by centering and securing them in slatted
crates resulting in zero claims!
In 2015 we paid an average of $166 per claim for Televisions.
As we all see the popularity of curved TV’s rising, there is the popularity of curved computer monitors on
the horizon. In 2014 Samsung began mass producing the world’s first 27” curved computer monitor.
Below are some reminders to help reduce claims and costs on ALL TV’s
List make, model number, serial number and size for each TV on the inventory.If the original box is
available to pack the TV in, use it and the foam inserts that come with it. It'll be protected like the day it
came from the factory!
Place the cords and remotes in a bag and tape it shut. While you are adding extra padding inside the box
around the wrapped TV, place the accessory bag inside the same carton. Note that these items are in
this box and list it on the inventory as well! Do not tape the wrapping to the TV itself.

14. CLAIMS TIP
Use a box that is not much larger than the TV, as too much room can cause the TV to rock and shift.
Add padding to the bottom of the box before setting the TV inside for added cushion.
Once the TV is gently sat inside the box add more cushion in the box around the TV to fill the boxes
voids. Don’t forget to place the TV accessories and cords in the SAME box!
Close the box and secure it. Mark the box which side should be up, never lay the TV on its side. The
glass is thin and fragile and the weight from the components can cause damage to the screen.
When loading the TV, put the TV between wide, sturdy, flat items. Avoiding any knobs or drawer pulls as
this can pierce the carton if something should shift.
13. Claims Tip - Bicycles
Did you know?
In 2015, we paid over $15K to 213 claims for bicycle loss and damage.
Repair firms will not repair damage to a carbon fiber frame because many believe that the bike will still be
unsafe to ride. Even when the damages to the frame seem minor, the bike will have to be replaced.
The standard price for a carbon fiber bicycle ranges between $2,000 and $10,000.
The majority of claims on bicycles are made for:
Scratched and dented frames
Bent derailleur (This is the gadget near the rear that moves the chain onto different gears.)
Bent brakes, Bent rims, Missing parts
Here are some tips to help you to reduce your liability for bicycle claims.
Use foam pipe insulation to protect the frame of the bicycle. It is cheap, can be cut to size, and best of
all… it is reusable! Carefully secure the foam to the frame to prevent scratches and dents.

15. CLAIMS TIP
Do not disassemble the bike. Once the wheels are removed, the bike becomes more vulnerable to
damage.
Use bubble wrap to protect delicate parts that have not been protected with the foam insulator, like
brakes, wheels, and the derailleur.
Construct a box for shipping the bike. In addition to any wrapping and padding, the box can provide
additional protection from bending of the rims, spokes and frame. If any parts require adjustment in order
to safely place the bike into the box, be sure to readjust those parts at delivery.
Make a note on the inventory of where you are placing any parts that you have may have removed, such
as a water bottle or a mirror. Put these parts back into place when delivery is made.
Most importantly, in order to protect yourself from avoidable claims, do not transport a bicycle
unprotected.
If you would like further information on this, please contact the Claims Department.
14. Claims Tip-Cribs
Crib claims can be expensive and have the potential for large liability cases when not handled correctly,
not to mention causing dissatisfaction to the customer.
Did you know:
There was over $30,000 paid out in 2015 for missing hardware!
For safety and liability reasons, crib hardware cannot be replaced with generic hardware from the store or
repair firm and can only be replaced from the manufacture if it is available.If hardware is not available the
whole crib may have to be replaced.
Chargebacks for missing hardware are 100% of the cost.
Claims for cribs must be expedited due to the nature of the essential item and safety concerns for
children, not to mention it is required under most contracts and regulations.
Crib safety is extremely important to everyone and for the safety of the child. We need to be sure we are
taking every precaution to make sure the cribs are documented correctly on the inventories.

16. CLAIMS TIP
Here are some tips to help you reduce your liability for the missing crib hardware;
Each part of the crib needs its own line on the inventory when disassembled.
Specify each piece of the crib: side rail, end piece, headboard, footboard; not just crib parts.
If available, put down the Manufacturer and Model number of the crib.
Identify which item has the crib hardware attached to it.
If this is being picked up out of storage, list what line item the hardware was attached to.
Providing extra care when handling cribs will reduce claims, claims cost and increase customer
satisfaction and trust that we are there to protect the next generation.
15. ClaimsTip-Pictures
They say pictures are worth a thousand words. In the claims arena, pictures can be worth a savings of a
thousand (or more) dollars!
In today’s world almost everyone has access to a camera (usually on their cell phones). Taking the extra
time to take pictures of the pre-existing damage on items at origin along with completing an accurate and
thorough inventory can assist your claims team in NOT paying for pre-existing damage to items which
means you won’t end up being charged for the items! We know time is short during peak season so we
recommend that you limit the pictures you take to expensive items; leather furniture, mattresses, carbon
fiber bicycles, motorcycles, solid wood furniture pieces, etc.
Remember every lit bit of extra information you provide to us we can use to save YOU money in claims
chargebacks!!

17. CLAIMS TIP
16. Claims Tip-NTS
Non-Temporary Storage – No one wants to pay a claim on an item(s) when we know the
damage didn’t happen while the goods were in our custody but because we didn’t take the extra
time to open, inspect and rider the shipment, we end up having to pay the claim and charge
back the agent/PVO who picked up the shipment. Peak Season is upon us and although we all
are extremely busy during this time of the year, taking a little extra time to do ALL the following
steps can save us and therefore you THOUSANDS of dollars in claims expenses.
We are responsible for all loss and/or damage, including loss and/or damage to packed items
unless the loss/damage is properly recorded on an NTS exception sheet. To prevent paying for
damage to packed items out of NTS, open several cartons; especially mattress, wardrobes and
other cartons that contain items that are susceptible to becoming moldy during long term
storage. Inspect the items for damage and annotate any damage you observe on your rider.
Also, you can’t always see mold/mildew but you can usually really smell it. So if something
smells “musty” when you open the cartons, put this on the rider.
Ask for the High Risk/High Value inventory if it wasn’t included with the inventories the NTS
warehouse gives you. Check the seals on all these high value cartons. If the seals are broken,
write on the rider that the seal was broken, open the carton, ensure that all the items that the
High Risk/High Value Inventory say are supposed to be in the carton are actually in the carton.
Write on your rider any items that are missing from within the carton along with any physical
damage you observe. If the High Risk/High Value inventory does not list ALL the items that are
in the box, write on your rider what items you RECEIVED. Close up these High Risk/High Value
items, affix a security seal to them and write the seal number next to the carton on your rider.
Check OS furniture including lifting up the cushions to check for damages (including mold,
moldy smells, rodent feces, etc) and put any damage you see or smell on your rider.
Open the doors on freezers, fridges, washer, etc to ensure there is no mold/mildew or other
damages and to ensure no items were packed inside that shouldn’t be there.
If any items have contents inside but the NTS inventory does not indicate there were contents,
open the items (usually totes, footlockers, suitcases) and write down a general description of the
contents.
CALL OFFICE CLAIM DEPARTMENT IMMEDIATELY IF YOU SEE OR SMELL MOLD,
MILDEW OR WATER DAMAGE AND STOP LOADING!
If we all work together we can avoid paying claims (usually very expensive ones) for damages
that occurred while the goods were in the custody of the NTS warehouse!

18. CLAIMS TIP
17. Claims Tip-Theft
One area that causes huge customer DISSATISFACTION is when they believe that something was
stolen or is missing from their shipment. How can we prevent this??? Below are a few ways to build the
trust with the customer that we are handling their personal belongings with the upmost care.
Instruct customer to remove cash, coins, credit cards/gift cards, jewelry, medications, cell phones,
personal items and personal documents and secure them within the trunk of their vehicle prior to packers'
or driver's arrival.
Advise customers to not forget about their children’s piggy banks.
If customers forget to remove the items, have packers and drivers point out these items to the customer
and ask if they can secure these items within their vehicle.
If the customer wants these included in the shipment they MUST be noted on a High Risk/High Value
inventory. The carton must be identified with an inventory number and secured with security seals.
Make sure all crew members are background checked.
18. Claims Tip-Motorcycles
These types of claims can be very costly, if not documented and handled properly. Documenting the
following, will give a better defense in the claims process:
Odometer mileage at origin and destination.
Serial number
Make and model
Pre-existing damages on motorcycle inventory

19. CLAIMS TIP
Take photos at origin of the pre-existing damages and overall picture of the motorcycle and photos of the
motorcycle at destination.
Make sure motorcycle is carefully inspected and any new damages noted,
Make sure customer signs destination motorcycle inventory
For handling make sure there is nothing packed on or around the motorcycle during transportation that
will touch the motorcycle and scratch and rub the finish.
Make sure the batteries are disconnected and it properly drained of all fluids.
We all want to avoid these costly claims and ensuring proper handling and documenting will help in
defending claims when needed.
19. Claims Tip-TV's
Out of every 33 televisions we move, we receive a claim on at least one of them!!! These claims are at a
cost of over $61,000 per year and huge customer dissatisfaction. Below are a few tips to help reduce
claims and costs:
List make, model number, serial number and size for each TV on the inventory.
If the original box is available to pack the TV in, use it and the foam inserts that come with it. It'll be
protected like the day it came from the factory!
Place the cords and remotes in a bag and tape it shut. While you are adding extra padding inside the box
around the wrapped TV, place the accessory bag inside the same carton. Note that these items are in
this box and list it on the inventory as well! Do not tape the wrapping to the TV itself.
Use a box that is not much larger than the TV, as too much room can cause the TV to rock and shift.
Add padding to the bottom of the box before setting the TV inside for added cushion.
Once the TV is gently sat inside the box add more cushion in the box around the TV to fill the boxes
voids. Don’t forget to place the TV accessories and cords in the SAME box!
Close the box and secure it. Mark the box which side should be up, never lay the TV on its side. The
glass is thin and fragile and the weight from the components can cause damage to the screen.

20. CLAIMS TIP
When loading the TV, put the TV between wide, sturdy, flat items. Avoiding any knobs or drawer pulls as
this can pierce the carton if something should shift.
Also note that no matter how light that TV is, please keep in mind that LCD and LED TVs have Liquid
Crystals that can shift from tilting and cause damage. Please have help moving the TV to keep it upright
and protect the TV from damage.