Part 370 — Loss and Damage Claims (Household Goods)
49 CFR Part 370: How household goods carriers must handle customer claims for lost or damaged belongings.
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49 CFR Part 370 establishes the claims-handling procedures that household goods carriers must follow when customers file claims for lost, damaged, or delayed belongings. It sets minimum standards for how claims must be acknowledged, investigated, and resolved — creating a federal floor of consumer protection for moving customers.
Under Part 370, carriers must acknowledge receipt of a claim in writing within 30 days. They must either pay the claim, deny it with explanation, or make a settlement offer within a specified timeframe. Carriers cannot require customers to execute a release of liability before settling a claim, and they cannot retaliate against customers who dispute their offers.
Part 370 works in tandem with Part 375, which governs the broader consumer protection framework for household goods transportation, including written estimates, valuation options, and dispute resolution procedures. Together, these two parts define the legal relationship between movers and their customers under federal law.
Key Provisions
- Requires written acknowledgment of household goods claims within 30 days of receipt.
- Sets timelines for paying, denying, or making settlement offers on filed claims.
- Prohibits carriers from requiring liability releases before settling valid claims.
- Establishes the minimum documentation carriers must maintain on each claim.
- Works alongside Part 375 to create the full federal consumer protection framework for moving companies.
Why It Matters to Truck Owners
Any commercial truck used in household goods moving operates under both Part 370 and Part 375. If you buy a truck from a moving company, or if you’re considering the moving business, the claims-handling requirements here are not optional — federal violations for improper claims handling can result in FMCSA enforcement action and civil liability to consumers.
Frequently Asked Questions
How long does a household goods carrier have to respond to a claim?
Under Part 370, carriers must acknowledge receipt of a claim in writing within 30 days. They must then pay the claim, deny it with written explanation, or make a settlement offer within the timeframes specified in Part 370. Silence or indefinite delay is not an acceptable response.
Can a mover require you to sign a release before paying a claim?
No — Part 370 prohibits household goods carriers from requiring customers to execute a full release of liability as a condition of settling a claim. Carriers can ask for a receipt acknowledging partial payment, but cannot condition settlement on the customer releasing other claims.
What is the difference between Part 370 and Part 375 for moving companies?
Part 370 specifically covers the claims-handling process — what happens after belongings are lost or damaged. Part 375 covers the broader consumer protection framework, including estimates, valuation options, and the moving process itself. Both apply to household goods carriers in interstate commerce.
Read the official legal text: 49 CFR Part 370 — eCFR.gov (official)
Related Federal Trucking Laws
- Part 375 — Transportation of Household Goods
- Part 378 — Overcharge, Duplicate Payment, and Overcollection Claims
- Part 379 — Preservation of Records
This page is provided for informational purposes only and is not legal advice. Always verify current requirements at fmcsa.dot.gov or with a qualified transportation attorney.
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