How to File Military Moving Claims: TMO, DPS & PCS

During a military move, dealing with claims and reimbursements is an expected part of the process. As you settle into your new home, the last thing many want to deal with is additional paperwork, so knowing how to file and who to contact is crucial to making this step go smoothly.

The Personal Property Office, sometimes referred to as the Traffic Management Office or Transportation Management Office (TMO), is your go-to for everything related to your move. You should also become familiar with the Defense Personal Property System (DPS) as your online portal for submitting claims and getting updates. Depending on the issue, you may need to submit a regular, quick, or catastrophic claim.

Most of the time, your move begins at the TMO. As part of the base or installation team, this office has experts who can guide you through the PCS moving process, including how to submit a claim once the move is complete. Before you file any paperwork or even book a moving company, you must complete the required training or counseling to cover all available options.

During your pre-move counseling, you learn about DPS. This online system is your portal for everything from scheduling your move date to filing a claim. If items get lost or damaged during your move, you report the status here. You also use DPS to receive updates on existing claims and to submit your expenses for reimbursement.

Unfortunately, lost or damaged household goods can be a common occurrence during an HHG move or a Partial DITY move process. Delays may also occur, which can cause inconvenience and even incur additional costs. The claims process comes in handy to replace things that didn’t arrive in the same condition or to provide help going about your life, even when dealing with a delay.

• Quick Claims: Small items that are lost or damaged, such as a single box or a small piece of furniture, can be filed under a quick claim. These items typically cost under $1,500 in value and are usually approved quickly, often within a week or less.

• Regular Claims: If you have a larger issue with lost or damaged goods of high value or a substantial portion of your shipment, you must submit an itemized list to request replacement or repair of the affected items. If possible, repair is the preferred solution, but that’s not always an option. The key to any claim is to have proof of the condition both before and after the move, ensuring a quick approval. If you lack this documentation, you may need to take additional steps to prove that the damage occurred during the move.

• Inconvenience Claims: Your transportation provider generally handles delays, so they aren’t filed through DPS. You may be eligible for financial assistance to help cover the cost of replacement items or to borrow from lending shops located on base until your shipment arrives.

• Catastrophic Claims: If your entire shipment is affected by things such as fire or mold, the process often requires more oversight due to the high cost of replacing an entire household goods shipment. For this reason, the TSP typically takes on claims involving catastrophic damage. This ensures fast and smooth communication, potentially expediting the claims process.
• Residential Damage Claims: If your home or residence is damaged on moving day, you can file a claim to have the damage repaired. This applies whether you are renting or owning the home.

Just like with other parts of a military move, submitting claims has deadlines. You must notify the office of damage or missing items within 180 days of completing your move. You then have 9 months to submit the full itemized claim, which may include replacement or repair value. However, if you miss your 180-day window, you can’t later submit a detailed claim. If you take more than 9 months, you may still be able to submit your list, but the replacement value may be depreciated.

Depending on the extent of the claim and damage, the TSP office may expedite the claim’s processing. Quick claims for small items can be processed more quickly, but most claims typically take between 30 and 60 days for approval or denial. Lists of items valued at less than $1,000 should be either offered for replacement or denied within 30 days. Lists with values above $1,000 should be processed within 60 days. You can counteroffer with documentation, and TSP must respond within 7 days.

Please note that experts may be dispatched to inspect, photograph, and attempt to repair items. This is included within the timeframe, but make sure that you are responsive and available to keep the process moving.

No one wants to arrive at their new home only to find lost or damaged goods, but it’s essential to know what to do, as you must take immediate steps. Upon delivery, examine everything and complete form DD 1840, the Notification of Loss/Damage. You have up to 180 days to complete this task, but the unpacking process is an ideal opportunity to give everything a thorough inspection. Once you have completed this form, please upload it to your DPS account.

You’ll need documentation of the condition of items both before and after the move to make the claims process go smoothly. It’s helpful to take photos or a video tour of your home before anything is packed, taking care to zoom in on the make, model, and serial numbers of high-value items, such as electronics. Receipts from the time of purchase also help to establish an estimated replacement value. Valuable personal property, such as jewelry and watches, can be appraised periodically to reflect an accurate replacement value, since the cost can increase over time.

Once you have a more detailed list, submit the full claim through DPS. The TSP will acknowledge receipt and schedule an inspection, if needed. The processing time varies based on the value and extent of the damage, but you can always check DPS or reach out to the TSP for updates.

After you submit your claim, the TSP looks through for potential repairs. Items like bikes or lawn mowers may simply require servicing or a tune-up to address any issues that arise during transit. The TSP sends experts to address the damage, as well as inspectors to review the entire site. The inspection includes a thorough review, along with numerous notes and photos. Be sure to maintain your own records and provide copies of any existing photos or receipts to facilitate the process.

After the inspection, the TSP will make an offer to repair, replace, or provide an equivalent amount of funds to cover the damage or loss. You can counteroffer if you believe the offer is inadequate; the TSP has 7 days to acknowledge and process your counteroffer. If you can’t come to an agreement, the Military Claims Office steps in to adjudicate. Expect to provide lots of documentation and justification to resolve the issue.

Some of the best ways to avoid your claim making it all the way to the Military Claims Office are to keep detailed records.

• Document Condition: Take plenty of photos before and after your move that clearly show the condition of the items. Write down a description of things that could potentially be damaged, such as furniture, electronics, glass items, fragile pieces, and heirlooms. Note the make and model of all electronics. If you have purchase receipts, hand-carry them or convert them to electronic copies to avoid damage.

• Don’t Throw Things Away: You may be tempted to discard damaged items, but hold onto them until the entire claims process is complete. If you need to provide additional proof of condition, you’ll want to have it on hand.

• Know Your Deadlines: Ensure timely submission of claims, counterclaims, and responses, and adhere to all required deadlines. Keep all relevant information in your email for future reference, and save email responses and acknowledgments.

• Consider Quick Claims Carefully: Quick claims can expedite the process, but once you use a quick claim, you cannot later go back and adjust for greater damage. Inspect everything thoroughly, even items that don’t appear broken, to ensure you have an accurate accounting.

Broken goods don’t have to spell disaster for your military move, especially when you know how to handle the claims process. Having clear records and accurate documentation, along with knowing your deadlines for filing, will keep even the most complex claims moving smoothly. Check out AHRN’s PCS Toolkit, which can take you from the first moving notification to unpacking the last box with ease.

You have 90 days to complete your Notification of Loss/Damage form (DD 1840) and file it through DPS. Once acknowledged, you have 9 months to submit a detailed and itemized list of what was lost or damaged during your military move.

A quick claim is typically processed faster, often in less than a week, but caps the amount that can be claimed.

An inconvenience claim covers additional personal expenses incurred if your household goods are delayed in the shipping process. This can include a failure to pick up a shipment on moving day, a delay getting the shipment delivered, or putting the shipment in storage.