Preparing for a move involves more than just boxing up your belongings. Selecting the right removalist can make a significant difference to the experience, so it’s important to ask the right questions well before moving day. By doing so, you reduce the risk of surprises, delays or damage—and increase your chances of a smooth, stress-free move.
This guide outlines the top questions to ask before committing to a booking. From service details to timelines, insurance and hidden charges, understanding what to clarify early will help you make an informed decision and feel confident on moving day.
What Services Do You Provide & What’s Excluded?
Not all providers offer the same services. Some companies provide comprehensive packages including packing, furniture dismantling, storage solutions and unpacking while others may focus solely on transport.
Ask for a detailed list of what’s included in the quoted price. Will they supply boxes and packing materials? Do they handle fragile or specialty items? Will they disconnect and reconnect appliances if required? Understanding what’s covered—and what’s not—helps avoid confusion and ensures you won’t be left scrambling at the last minute.
Are You Licensed & Insured?
One of the most important questions to ask is whether the company is fully licensed and insured. While many assume this is standard, it’s not always the case.
A professional, reputable removalist will carry appropriate public liability and transit insurance. This coverage protects you in the event that your items are lost, damaged or involved in an accident during the move. Request evidence of insurance and don’t hesitate to ask how claims are handled. It’s far better to have clarity upfront than to face complications after the fact.
Can You Provide a Written Quote & Final Pricing Breakdown?
Verbal estimates can be vague and sometimes misleading. Always request a written quote that outlines all costs involved. This should include labour, travel time, packing materials, any after-hours surcharges and potential extra fees for stairs, long carry distances or unusual items.
A clear, itemised quote ensures there are no surprises on the invoice and allows you to compare value across providers. If the quote is based on hourly rates, ask how time is calculated and what might affect the duration of your move.
Who Will Be Handling the Move?
It’s worth asking who exactly will be conducting the move. Will the company send its own trained staff or subcontract the job to another crew? If subcontractors are used, what guarantees are in place regarding their quality and conduct?
Knowing who will be in your home and handling your possessions gives you peace of mind. It’s also an opportunity to ask about training, experience and how staff are vetted or supervised.
How Will You Handle Fragile or High-Value Items?
From artwork to antiques, certain possessions require extra care. Discuss how the company handles fragile or high-value items. Do they use custom packaging or padding? Are they trained in lifting and moving delicate furniture?
You can also ask whether these items are covered under standard insurance or if additional coverage is required. Clarifying these details early ensures your belongings are protected, both physically and financially.
What Is Your Policy on Delays & Cancellations?
Even the best plans can encounter setbacks. Ask about the company’s policy if something causes a delay—whether on your end or theirs. Is there a fee for rescheduling? What happens if the truck arrives late or another job runs over?
A transparent cancellation and delay policy helps manage expectations and allows you to plan contingencies if needed.
Do You Offer Storage Options?
Sometimes, you may need short- or long-term storage as part of your move. Whether you’re downsizing, waiting on settlement or relocating interstate, it’s helpful to know if storage facilities are available through the company.
Ask about the location, cost, access terms and security of their storage service. Having this option readily available can save you time and reduce logistical headaches.
Can You Share Recent References or Reviews?
A trustworthy team will be proud to share feedback from past clients. Ask for recent references or direct links to reviews so you can gauge their reliability and customer satisfaction.
Look for patterns in the feedback—positive comments on punctuality, care and professionalism are encouraging signs. If reviews mention damaged goods or poor communication, consider those red flags.
What Happens in Case of Damage or Loss?
Accidents are rare but not impossible. Clarify the procedure for dealing with damage or loss during the move. Who should be contacted? What documentation is required? How long does it take to resolve claims?
Understanding this process can help ease concerns and demonstrate how seriously the company takes its duty of care.
Choosing the right removalist means asking the right questions. From confirming services and pricing to understanding insurance, storage and dispute resolution, a thorough conversation early on can prevent costly or stressful issues later. By taking the time to investigate and compare options, you protect your belongings, your schedule and your peace of mind.
When you hire a professional who is transparent, organised and experienced, moving becomes far less daunting. Don’t be afraid to ask questions—your move deserves a team that values preparation and trust just as much as you do.
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