CARTS Removals and Storage Insurance

Excellent, Outstanding service – Had an excellent experience with CARTS. We moved from Bunbury to Melbourne and some of our goods were damaged in Transit. I contacted CARTS and was given a month to submit my claim. After some clarifications such as a couple of more Photos, replacement costs, and repair costs etc my claim was settled in full. They exceeded my expectations, Thank you Kevin Show details

Worst service and they expect you to be a customer! – Asked for a quote - was not given one but received an email stating what they do not cover - which was pretty much everything. Why would you use them as an insurer then?? A waste of time Show details

NEVER USE THEM – Heads up to all removalist companies do not recommend Carts Insurance to your clients. We havs recommended them only to customers for 30 years. Only to ve served with legal papers. Show details

Highly recommended! – I've had to put in claims for damage to my furniture before with an insurer who no longer does removal insurance, and sure I had to submit more information to Carts this time for our claim - but honestly Carts service was way beyond anything I've ever experienced before! Jade was super friendly, helpful and supportive, and really lovely to deal… Read more ·  1

with while our well-known removalists tried to force us to accept a dodgy offer... Then a few weeks ago we got a lovely surprise - Carts reached out to let us know they'd been able to get the full amount back from our removal company, and gave us back our excess as well! Definitely worth it and I highly recommend them.

Arduous process but great result – We moved our household from NSW to WA in August. We were hesitant about buying insurance as our goods filled an entire container and were travelling by train so what could possibly go wrong. Luckily we did and chose Carts over the removals company Insurance which was double the price. Unfortunately the removalist company wrapped our furniture in… Read more ·  1

coloured plastic sheeting which caused severe friction burns to several pieces of our furniture due to the vibrations during transit. Claiming on any insurance is an arduous process and I had to provide a lot of information and seek quotes for repair but after just over 2 months Carts paid the full amount to repair or replace all of the damaged items. Thanks so much to Jade at Carts for dealing with our claim and settling it before Christmas.

Rip up your money up instead - it’s quicker and less painless – I’m on a fixed income and a firm believer in insurance. When I was forced to sell my home in March and had to move 100kms away, my removal company went to pains to reinforce the fact that they were not liable for damage in transit. It seemed prudent to insure my treasured and well cared for belongings, rather than risk losing them because I… Read more

couldn’t afford replacements.

The insurance was very expensive - almost $800 for $120K cover, with a $200 excess, and even then, I was still technically underinsured. However, I thought I’d be covered if anything went wrong.

Fortunately, there was visible and permanent damage to just one item - my 12 year old clothes dryer. I lodged a claim, thinking it would be a straight forward process not unlike claiming on household insurance. WRONG!!!!

Here’s what CARTS wanted from me, AFTER I’d lodged the claim : - Removalist documentation - packing lists, contract invoice, terms of contract - Purchase receipts - for a 12 year old dryer???? - Quotations for repairs - I had already stated on the claim form that local repairers had declined to quote, given it would be too expensive. - Photographs - in addition to those I’d already supplied with the claim form. - Written demand on the Removalist - despite knowing that the removal company does not cover damage in transit and has recommended the insurance company for this very reason. - Household contents insurance - details of my domestic home insurance. I don’t know why - home insurance and removals insurance are two completely separate events, but your removals insurance will want to write down your claim by alleging that you are underinsured. This is easy to do because you cannot get an online quote for more than $150K cover.

All that for some panel damage to a 12 year old dryer which had been in pristine condition before being moved.

I can’t imagine what it would be like to have removal insurance, suffer a catastrophic loss and then have to supply all of the above, for every single damaged item, having just moved.

Clearly, this process is designed to disincentivize unfortunate clients from making and proceeding with claims. In my case, it has worked - I have walked away in the anticipation of receiving a lot of frustration for negligible return.

Whilst I can still see a need for removal insurance, this company appears to be the sort who are willing to turn insurance claims into a whole extra trauma. Choose another company. There must be one out there with some common sense and a level of decency.