Your move is covered by two forms of insurances:

A. Accidental Damage - Damage to goods moved or scratches & dents to walls of any of the properties involved in the move. (Ref:- Clause – 2.1)

B. Property & Public Liability Damage - Serious property damage beyond scratches & dents or the injury or death of persons resulting from the move. (Ref:- Clause – 2.2)

2.1 Accidental Damage - (upto $500 aud) damage to goods moved or scratches & dents to walls of any of the properties involved in the move.

We use professional and experienced movers only but unfortunately damages occasionally happen. After completing thousands of moves, we've found $500 is perfect amount to cover 95% of damage events. We suggest a walk-through of your property prior to completion to check for damage. It is recommended to be informed of any damage before the team leaves the premises to avoid confusions.

2.2 Property & Public Liability Damage – (upto 10 million aud) (access apply) this insurance is for serious property damage beyond scratches & dents or the injury or death of persons resulting from the move.

Oyo requires all removalist partners (Movers) to have goods in transit and public liability insurance (10 million AUD minimum) covering the Mover, their staff, and contractors in all regions where they provide Moving Services. This is a requirement for offering services through the Platform. However, Oyo does not guarantee or ensure that a Mover's insurance covers any specific User or is adequate or appropriate for any Move.

Please Note:- All claims for Property and Public Liability damage will be referred to our removalist partner who supplied the service. Upon notification of a Property & Public Liability Damage event by mover, Oyo will promptly provide you with the partners ABN, direct contact details and our most recent copy of their Certificate of Insurance. Oyo will also instruct the removalist to lodge a claim with their insurer.

3.1  Covered Items:- The Insurance Policy applies to items that have been properly described, prepared, and documented at the time of booking process, in accordance with our Terms of Platform Use and guidelines.

3.2  Declared Value To be qualify for coverage, customers must provide a complete inventory list including but not limited to item descriptions, estimated value (if item / items are above $1000 AUD), and details of any pre-existing damage.

3.3  Authorised Service Providers Only:- Insurance coverage is only valid when items are handled by an Oyo authorised service provider through the official platform. If you or anyone representing you assist with loading or unloading, the coverage will be void, and no claims can be made.

4.1 Improper Packing or Preparation:- as we don't know what's inside the box and due to defective / inadequate packing or mishandling by customer, prior to handover.

4.2 Pre-Existing Damage:- Any Damage before pickup & not clearly documented prior to moving. (e.g.- items coming out of storage facility.)

4.3 Food items:- Vegetable, meat, seafood, beverages, confectionary, foodstuff, flowers or other temperature-controlled goods.

4.4 Dismantling and Re-assembly:- At your request we may do so however, we do not take responsibility if reassembly is not possible. This may occur due to factors such as nature of material, rusted screws, age, or pre-existing damage.

4.5 General Wear and Tear:- During the typical moving process, minor scratches, scuffs, or marks may occur on walls, flooring, or furniture due to age or environmental factors.

4.6 Where You Are Helping Us:- Please be careful with your back while loading / unloading & no insurance applies. (Ref:- One Man jobs)

4.7 When damage caused as a result of moving goods under your instructions or against our recommendation.

4.8 Damage to Goods- Inherent Risky items no matter how carefully they are handled:- e.g. Glass items, Pot Plants, Overweight items of 100 kg+, TV Without Box, Marble, Bonded or Faux Leather, Press-wood Flatpack IKEA or similar Furniture etc.

4.9 High Value items:- Antiques, artwork, Jewellery, Cash, high value electronics or Musical instruments or any items exceeding maximum accidental coverage limit will not be covered unless prior written agreement is obtained.

4.10 Unauthorised Services:- Items handled outside of Oyo platform's booking process.

5.1 Submit Supporting documents:- To speed things up, please include photos, purchase receipts and any information you can share about how the damage occurred in your email.
Please Note:- This insurance policy doesn't cover indirect, incidental or consequential losses arising from damage or delays (e.g.- lost business opportunities, missed deadlines or emotional distress etc.)

5.2 Claim Assessment:- Oyo will review the claim, can request additional details if required, and determine whether the claim falls within the coverage parameters.
Please Note:- Oyo will only initiate an insurance claim if there is no outstanding payments.

5.3 Resolution:- For approved claims you will have the option of:-

If you have any questions or concerns about these Insurance Policy, please contact us at:

(Level-1), 454 Collins Street, Melbourne, VIC 3000
Email: support@oyomovers.com.au
Phone: 1300 OyoApp (1300 696 277)