If the mover damages something, how do you get compensated?

​​Short answer: In Israel, company insurance often does not solve the small scrapes and breaks people actually deal with. Many mover policies have a deductible of about ₪6,000 or more before the insurer even starts to pay — so the damage usually has to clear that bar (and you still account for the deductible). Most everyday damage is under that level. That is why what matters most is a clear agreement with the mover, choosing a company with good references, and a practical path to repair or get the item fixed — not assuming “they’re insured” means every scratch becomes a new replacement.
This post is a practical guide for customers moving in Jerusalem (and Israel more broadly). It is not legal advice. Always confirm the exact terms with the company you book. A separate post covers how moving insurance is usually clarified before the job; this one focuses on what happens after damage, and why the mover relationship often matters more than the policy for day-to-day claims.
Why “we’re insured” is not the whole answer
Moving companies in Israel can carry insurance. That does not mean small damages are covered the way customers expect.
What you should check with the mover (and, if relevant, how their insurer usually works):

• Small damages are often outside what the insurance agency will treat as a straightforward covered claim.
• Deductibles are high. A common pattern is a deductible of at least ₪6,000, and sometimes more, before the insurance even kicks in. Practically, that means the loss has to be large enough that paying through that threshold still makes sense — and it is not a free blank check for every mark on a dresser.
• Most real-world damage after a household move is under that kind of threshold: a scratched chair, a dented appliance corner, a cracked shelf. Those cases are usually handled between you and the mover, not by filing a full insurer claim.

So if you only ask “are you insured?” you can still be surprised. Ask: If something under ₪6,000 is damaged, what do we do? Put that answer in writing with the quote.
What usually works after damage
 A calm, professional path looks like this (details vary — confirm yours):

1. Notice it early — preferably while the crew is still on site or the same day.
2. Document — clear photos of the item and the damage; note who packed what if a box was involved.
3. Report in writing — WhatsApp or email with move date, address, item, and photos.
4. Work with the mover — for typical smaller damage, the practical options are often: the mover fixes it, or arranges to get it fixed. That is why references matter: a company that has earned good reviews usually knows how to resolve problems with customers instead of disappearing.
5. Bigger losses — when damage is large enough that insurance might apply, you still need the mover’s process, proof, and clarity on deductible and exclusions. Do not invent assumptions; ask them to explain their path in plain language.

If a company cannot explain both the insurance picture and the under-threshold process before you book, treat that as missing information — the same way you would treat a vague price.
Used furniture is not a new-item payout 
This is one of the biggest misunderstandings:
If a mover scratches or breaks something, they damaged the item you already owned — often used, secondhand furniture with normal wear. A scratch on a chair does not automatically mean they owe you the price of a brand-new chair.
Outcomes are usually about repair, a fair fix, or a settlement tied to the real condition of the piece — not “new for old” unless that was specifically agreed. Before photos of important pieces help both sides stay honest about what was already there.
What affects how smoothly a claim goes

• Clear agreement up front — especially for damage below typical insurance thresholds.
• References and reputation — a mover with good references is more likely to know how to work with people when something goes wrong.
• Timing of the report — same-day is stronger than a claim weeks later with no earlier mention.
• Condition before the move — pre-existing wear is not new damage.
• Who packed — ask how breakage inside owner-packed boxes is handled.
• Access honesty — stairs, long carries, narrow Old City / Nachlaot approaches, and blocked parking raise handling risk. Surprises you hid from the quote conversation make calm resolution harder.
• Declared high-value items — name art, instruments, and antiques before loading if you expect special care or specific rules.

Jerusalem realities
​
​Jerusalem moves often involve stairs, tight turns, long carries from distant legal parking, and older doorways. That is where scrapes and corner hits tend to happen. Careful crews and honest access planning reduce how often you need a claim. A clear mover agreement means that if something still goes wrong, you are not starting from zero — and you are not waiting on an insurer for a ₪800 fix that never clears a ₪6,000 deductible.
Common misunderstandings

• “They’re insured, so every scratch is covered.” Often not. High deductibles and limits on small damage mean many cases stay between you and the mover.
• “Any damage means a brand-new replacement.” Usually no — especially on used furniture.
• “If I packed the box, the mover always pays.” Often the opposite for contents of owner-packed cartons — ask before the move.
• “A photo next week is enough.” Late discovery without earlier notice is weaker. Check fragile and high-value items on arrival when you can.
• “Insurance and ‘what happens if…’ are the same question.” Coverage is one conversation; the practical fix with the mover is another — and for most small damage, the second one is the one you will actually use.

What to ask before you book
Use these with any Jerusalem mover (including us):

• If something is damaged and it is under a typical insurance deductible (for example around ₪6,000+), what do we do?
• Do you fix items yourselves, arrange repair, or settle another way?
• How long do I have to report damage, and what proof do you need?
• How do you handle scratches or breakage on used furniture (repair vs replacement expectations)?
• What is typically not handled through insurance at all?
• Who is the day-of contact if I see a problem while the crew is still here?

Put the answers in the quote notes or a short confirmation message.
A simple damage-ready checklist

1. Take quick “before” photos of important furniture and appliances.
2. Declare fragile and high-value items when you request the quote.
3. Confirm who packs what (you vs the crew).
4. Ask specifically about under-deductible damage — not only “are you insured?”
5. Prefer a mover with solid references who will work with you if something goes wrong.
6. On arrival, check high-risk items before the crew leaves when practical.
7. If something is wrong, photograph and message the written contact the same day.

Bottom line 
In Israel, mover insurance rarely replaces a clear agreement for the small damages that happen most often — especially when deductibles sit around ₪6,000 or higher. Ask how the company handles those cases, expect repair or a fair fix rather than automatic new furniture, and book someone with good references who will actually work with you. That is the same calm approach On The Move aims for on pricing and access: fewer surprises, clearer expectations.
Want a clear Jerusalem moving estimate (and a straight conversation about how damage is handled on your job)? Message On The Move on WhatsApp: 054-736-9550.