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Do I need Insurance?
What does it cover against?
Do I need storage plus transit cover?
How do I access the benefits of this cover?
How much does it cost?
How much cover do I need?
Do you charge an excess?
When does access to Transit and/or Storage Insurance benefits start?
What happens if I cancel my insurance cover?
When am I not covered?
What do Property, Storage, Transit, Insurance Benefits Value Declaration and Walkers Agreement mean?
What is not covered?
How is a claim settled?
What you must do to make a claim?
What you must not do when claiming?
What happens if I can't be at the property when the furniture arrives?
Is the price worked out on an hourly basis or by a cubic volume?
When do I have to pay for the work that is done?
Do I have to pay up front?
Can I pack my own boxes?
Do I have to pay for the time it takes for the trucks to arrive at my house from their depot and back again?
What happens if my furniture is damaged or broken?
What sort of documentation do I need to sign?
Where can I get information about how to prepare for a removal?
Can I move my plants?
Can I move on settlement day?
Is Walkers an AFRA member? Why should I use an AFRA removalist?
If I have to move out of my house before the new place is ready, can Walkers help me with storage or do I have to do this myself?
Where can I get packing materials?
How do they send my furniture? Does it stay in the same truck that picks it up?
Does Walkers do back loads?
Can I pack some items and Walkers packers do the rest?
Can I ask Walkers packers to pack the way I want them to?
Am I expected to give Walkers removalists any food or drinks when they are working?
Will the Walkers removalists remove their shoes/boots when walking in the house?
If my furniture is wrapped in plastic, will it sweat?
Is there anything I have to do to prepare appliances such as washing machines before the removal?
How should I prepare my fridge?
Can I move food?
How do I redirect my utilities?
Can Walkers help me redirect my mail?
Do I need to update my electoral role when I move?
Do I need Insurance?
The short answer is, Yes you do according to our industry association Australian Furniture Removers Association (AFRA) "It is inevitable that there may be damage to your goods inspite of the best intentions of the removalist. It should be remembered that furniture was never supposed to be moved and was not built to withstand being jolted in a truck, even with the best packing".
However it is not compulsory and you may obtain your own insurance to cover the relevant risks or choose to bear the risks yourself. You are able to access certain insurance benefits under an insurance policy with Walkers that we have entered into with the insurer Wesfarmers Federation Insurance Limited (WFI). The benefits provide cover against certain physical loss of or physical damage to or theft of your property which occurs during transit in Australia or the world if selected. It is however not compulsory and when making a decision we ask that you read our Product Disclosure Statement before choosing
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What does it cover against?
The benefits provide cover against:
. physical loss of or physical damage to or theft of your relevant property which occurs during transit anywhere in Australia or the world; and/or
. physical loss of or physical damage to (but not theft of) your relevant property which occurs during storage in Australia,
By Walkers, subject to the relevant exclusions which apply (See the Cover Section on page 5 of this document for full details).
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Do I need storage plus transit cover?
You can choose to access either or both covers.
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How do I access the benefits of this cover?
You need to complete the Insurance Benefits Value Declaration provided to you by Walkers and specify a reasonable estimated value for the property you want covered. A Quotation can be provided based on the information provided. To apply for access you need to complete the Acceptance of Quotation form of Walkers and confirm the insurance benefits you want and send it to Walkers or provide it to their representative. They will tell you if any further information is required. See below on when access to the relevant insurance benefits starts.
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How much does it cost?
You can obtain an indicative quote for insurance by advising an estimated total value of your property with out completing the IBVD, by the actual cost will be based on the Total Declared Value in the IBVD you provide to Walkers.
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How much cover do I need?
Walkers cannot provide any recommendation or opinion as to whether the insurance benefits are appropriate for you or not or the value required. You need to make this decision yourself after carefully reading the PDS and referring to your existing household contents cover as a guide only.
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Do you charge an excess?
Not within Australia. An excess is the first part of any claim and is not payable by WFI. The excess on this policy is $250 (AUD). It only applies to the Transit Insurance Benefit and only then if the property is being transported to a destination outside of Australia.
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When does access to Transit and/or Storage Insurance benefits start?
Access to the relevant insurance benefits starts from the time you have accepted Walker's quote for storage and/or removal, completed and provided Walkers with the Insurance Benefits Value Declaration and paid Walkers the relevant amount(s) required for the cover you want to access. Walkers will confirm to you in writing which insurance benefits you have access to (i.e. Transit and/or Storage insurance benefits). This must occur before the relevant Transit and/or Storage commences.
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What happens if I cancel my insurance cover?
There is a 21 Day cooling-off period. If you choose to access the insurance benefits and for any reason wish to change your mind about either the transit and/or storage cover you have chosen, you may write to Walkers within 21 days of the date you accessed the insurance benefits asking for a refund. Walkers will provide you with a refund, less an amount which covers Walkers reasonable administrative costs, provided you are not entitled to make a claim and any transit has not commenced. If a refund is made and you later make a claim, you agree that WFI may deduct such amount from any claim payment and pay it to Walkers. You still have the right to end your access to the insurance benefit rights after this period but no refund is payable if you end access after the 21 day period referred to above (See the PDS on when access to cover finishes).
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When am I not covered?
WFI may not pay or may reduce the amount it pays in relation to a claim in certain circumstances (to the extent permitted by law), notably:
. if the person claiming is not a person entitled to access the cover at the time of the event giving rise to the claim. For example, if at the time of the event they had cancelled their access to the cover;
. if the event resulting in the claim is outside the scope of cover described in the cover section;
. if the amount claimed for the relevant property exceeds the relevant limits of indemnity (See "Important Limits" in the PDS for details);
. if the event is otherwise excluded. For example, intentional damage caused by you is excluded (see What is not covered section page 6 of the PDS);
. if you have not complied with the terms or conditions of this document or not acted with the utmost good faith. For example, you have not provided proper notice of a claim or legal proceedings instituted against you (See in particular the Claims Section page 7 of the PDS).
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What do Property, Storage, Transit, Insurance Benefits Value Declaration and Walkers Agreement mean?
Property means the property owned by you for which you have shown a Declared Value on the Insurance Benefits Value Declaration.
Storage means storage of your Property by Walkers for the period agreed in your Walkers Agreement. It excludes any Transit.
Transit means transport of your Property by Walkers from and to the places shown in your Walkers Agreement. Transit includes loading and unloading. It also includes storage of your Property by Walkers for a maximum of 30 consecutive days in any one location, but only if the storage is temporary and incidental to the transit and forms part of continuous or ongoing transit.
Insurance Benefits Value Declaration means the document of that name provided to you by Walkers,properly completed by you for access to the relevant insurance benefits, and received and approved by Walkers.
Walkers Agreement means the written agreement you enter into with Walkers which sets out the terms of the relevant Transit and/or Storage.
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What is not covered?
You are not covered for:
. any loss of or damage to or theft of: living creatures; dangerous, hazardous or perishable goods; money, stamps, credit or cash cards or negotiable instruments; jewellery, furs, bullion, precious metals or stones; computer records, documents, manuscripts and business books except for the value of the stationery; trains or rolling stock or aircraft or parts, spare parts or accessories for them;
. any damage to your Property: whilst you are packing or unpacking it; if the Property was damaged because you did not properly pack it for the purpose of the transit or storage;
(If you are unsure about how to pack your Property, ask a Walkers removalist for advice.)
. scratching or cracking of lenses;
. latent defect or inherent vice or nature of the item insured or vibration, mechanical, electrical, hydraulic or electronic breakdown, failure, malfunction, derangement or disorder where there is no external evidence that an insured event has occurred;
. mildew or mould or wet or dry rot or any loss or damage arising directly or indirectly out of mildew or mould or wet or dry rot;
. any loss, damage or expense caused or contributed to by or arising directly or indirectly from: moths, insects, vermin or borers; corrosion, rust, oxidisation, exposure to light or darkness, climatic or atmospheric conditions; wear, tear, depreciation, fading, marring or gradual deterioration; any chemical, biological, bio-chemical or electromagnetic weapon; the use or operation, as a means of inflicting harm, of any computer, computer system, computer software programme, computer virus or process or any other electronic system; war or other acts of foreign enemy (whether war is declared or not); revolution or other civil disturbances or commotion; or confiscation, nationalisation or requisition of property by any government or local authority. However, for overseas transit cover only, the terms of the Institute of London Underwriters' Institute War Clauses (Cargo) which attaches to the policy applies, subject to all other terms of this document; ionising radiation from or contamination by radioactivity from any nuclear fuel or nuclear waste or from the combustion of nuclear fuel; the radioactive, toxic, explosive or other hazardous or contaminating properties of any nuclear installation, reactor or other nuclear assembly or nuclear component thereof; any weapon or device employing atomic or nuclear fission and/or fusion or other like reaction or radioactive force or matter; the radioactive, toxic, explosive or other hazardous or contaminating properties of any radioactive matter; any act of terrorism; any action taken to control, prevent or suppress or attempt to control, prevent or suppress any act of terrorism;
. any cost or expense incurred in connection with taking action to control, prevent or suppress or attempt to control, prevent or suppress any act of terrorism;Act of terrorism means an act, including but not limited to the use of force or violence and/or the threat thereof, of any person or group(s) of persons, whether acting alone or on behalf of orin connection with any organisation(s) or government(s), which from its nature or context is done for, or in connection with political, religious,ideological or similar purposes including the intention to influence any government and/or to put the public, or any section of the public, in fear. If an event happens in Australia and the event is determined by the Minister responsible for the Terrorism Insurance Act 2003 to be a Declared Terrorist Incident then we will not apply this terrorism exclusion for any economic loss suffered by you which, but for this exclusion, would be a loss recoverable by you under the terms and conditions of the storage cover provided by the policy.
. loss or damage to your property in storage, if the loss or damage is caused by or arises directly or indirectly from: burglary or theft; flood; (Flood means the escape or release of water from the normal confines of any pond, lake, reservoir, canal, dam or uncovered watercourse.); earth movement (except earthquake) no matter how caused; (Examples of earth movement include erosion,vibration, subsidence, seepage, creeping, landslip, mudslide, collapse, shrinkage, settling, expansion, heaving.)
. delay, loss of use of Property or any losses that result only indirectly or secondarily to an insured event. For example, if you transport or store a profit earning piece of equipment and it is damaged by an insured event, WFI pays for the damage to the equipment, but not for any income you lose because you cannot use the equipment;
. theft or any deliberate or wilful loss or damage by: you; anyone with your consent; anyone entitled to access the insurance benefit;
. any loss or damage to a motor vehicle or motorcycle while it is being driven or ridden, except accidental damage to the motor vehicle or motorcycle while it is being driven or ridden by an employee or agent of Walkers for the purpose of loading or unloading within 1 kilometre of the location where the vehicle or motorcycle is being loaded or unloaded as the case may be.
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How is a claim settled?
If your property is damaged, WFI may at its option:
. replace, reinstate or repair the part of your property that is damaged as far as possible to the condition it was in immediately before it was damaged, using materials that are readily available in Australia or, in the case of Property being transported overseas, the country of destination; or
. pay the reasonable cost of doing so. WFI will pay no more than what it would have paid if your Property had been destroyed. If your Property is lost, destroyed or stolen,WFI pays the retail cost at the time of the event. Retail cost means what it would cost to buy an item of a similar make, model and condition. For any item of Property which is a pair, set or suite no allowance is made for any special value which the item may have as a pair, set or suite.
WFI never pay more than:
. the value(s) for the relevant specific item of property or kinds of general item property specified in the Insurance Benefits Declaration. No cover is provided for any item of property for which no value has been specified. See the Insurance Benefits Value Declaration form for more details.
. the total value of all items of property listed in the Insurance Benefits Value Declaration for any one claim made or all claims combined in relation to the relevant property covered; or
. the relevant aggregate limits of cover specified in the Insurance Benefits Value Declaration. See also the "Goods and Services (GST) and Other Tax provisions on page 4 of PDS.
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What you must do to make a claim?
If an event happens that might lead you to make a claim, you must immediately:
. tell Walkers if the event is one where an item of your property has not been delivered; Immediate advice to your removalist gives Walkers the best chance to locate any property that may have been misplaced. Contact Walkers on 1800 630 077.
. tell the police if a criminal act might be the cause of the loss or damage;
. tell WFI about the event and send written details;
. send WFI any correspondence you receive about the event;
. give WFI any information and help it may need in handling the claim, including giving it the opportunity to inspect damaged property and the containers and any packing used for the property in its transport or storage.
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What you must not do when claiming?
If you are making a claim, you must not carry out repairs or dispose of any damaged property unless you have WFI's consent to do so. If you want to make a claim, contact the WFI claims officers for your State on the number or address shown on this page. If your claim is for missing property, you should first contact Walkers as Walkers should be able to locate your property. What WFI may do If WFI pays your claim, it has the right to proceed in your name against any person responsible for the loss or damage. It takes this action at its own expense. You must not do anything which limits WFI's right to do so. Keep records of insured property. To help WFI to process any claim you may have, make sure you keep in a safe place a record or evidence of ownership, value and detailed description of any property insured. Dishonest claims WFI looks carefully at all claims. If you make a dishonest claim, WFI can refuse to pay it to the full extent permitted by law.
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What happens if I can't be at the property when the furniture arrives?
In accordance with industry standards we will need you to make the necessary arrangements to have a person who will act as your agent. So that they can receive your furniture and effects at the agreed day of deliver. If you choose not to do this, we will need to make alternative arrangements to store your furniture until you are able to take delivery. Should your goods need to go into storage then the relevant storage fees and handling and redelivery applies. It is also ideal that you are always remain present during your removal.
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Is the price worked out on an hourly basis or by a cubic volume?
We offer various options either an hourly rate for local moves and fixed price cubic metre quotes for large local moves, intra and interstate removals.
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When do I have to pay for the work that is done?
That depends. If you are moving locally we obtain payment upon completion via credit card, bank cheque or money order, we only accept personal cheques with a telecheck authorization. We are unable to accept electronic payments on hourly rate moves.
For intrastate, storage and interstate moves payment is obtained on pickup via electronic transfer up to 24-48 hours prior, or credit card (including Amex & Diners), bank cheque, money order or personal cheque subject to telecheck authorisation. The payment arrangements according to our industry advisory body AFRA "needs to be agreed between you and the removalist before the job is commenced".
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Do I have to pay up front?
Prior to your move we ask for a deposit which is either 10% of a fixed price or the minimum hours of an hourly rate move. This can be done electronically via credit card or cheque prior to us being able to secure your move dates.
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Can I pack my own boxes?
Yes you can. You can pack your own boxes but they have to be suitable for transit if you seek to claim the breakages in those boxes through Walkers insurance. If you elect to not take out insurance Walkers will take no responsibility nor will these items be covered by insurance.
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Do I have to pay for the time it takes for the trucks to arrive at my house from their depot and back again?
Yes you do. We generally charge from depot to depot. At the time of booking the service always ask our consultant as to how much extra it will be.
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What happens if my furniture is damaged or broken?
The repair will need to be paid for by your insurance cover either with Walkers or your own insurer. If you are not insured, you will have no recourse to any compensation. According to AFRA "If it can be proved that the removalist was negligent in causing the damage or that he did not use due care and skill, you may be able to request that they repair any damage". However, if there is damage and there was no negligence displayed by Walkers then you are unlikely to be able to obtain any compensation.
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What sort of documentation do I need to sign?
We will ask you to signed our agreement/acceptance and insurance forms should you elect to take up this benefit. If you are moving interstate or into storage, we will ask you to complete a storage application and we will also complete an inventory and condition report that should be signed by both yourself and our removalist on uplift and delivery. According to AFRA "It is unwise to proceed with any removal if you do not have a contract".
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Where can I get information about how to prepare for a removal?
We provide this at the time of inspection of your contents to move, alternatively you can also request it from our consultant and they can post one out to you with the confirmation of your removal kit. In addition you can call AFRA 1800 671 806 for a free copy of the Moving Guide Kit.
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Can I move my plants?
As a general rule this is fraught with danger according to AFRA. We recommend you talk to our consultant about the quantity and size of the plants to move and they will determine what Walkers can do for you. Some states prohibit the moving of plants interstate therefore it depends on the State importation laws. There are issues of regulation of plants containing fire ants within Qld so its best to contact these agencies prior to asking your removalist to move them.
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Can I move on settlement day?
As a general rule this is fraught with danger. We recommend you talk to our consultant about the volume you have to move because we will need to make sure we can have you moved out in time for settlement. It also can create more stress on moving day.
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Is Walkers an AFRA member? Why should I use an AFRA removalist?
Yes Walkers is a member. According to AFRA "Using an AFRA removalist affords you the protection you are seeking regarding your rights. Because of the strict membership criteria, AFRA members are recognized as professional companies who are committed to performing an efficient and trouble free removal."
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If I have to move out of my house before the new place is ready, can Walkers help me with storage or do I have to do this myself?
Yes. Walkers will be able to provide temporary storage. Our storage facility and containers are purpose built for short and long term storage and we offer the very best security.
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Where can I get packing materials?
Walkers offers a whole range of materials and can deliver to you for a fee or at the time of removal survey for free. See the packing area of our site.
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How do they send my furniture? Does it stay in the same truck that picks it up?
If you are moving locally we will move your furniture in the same vehicle. If you are moving intrastate, your furniture may be re-stowed at our depot and made ready for a longer journey and travel via rail or truck. If you are moving interstate your furniture is loaded into a shipping container to travel on rail to the destination city and the delivered out of the same container.
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Does Walkers do back loads?
According to AFRA "back loading is a term first coined in the late 19th century when horse and carts were used. It means picking up a load in a town they have just made a delivery to. Many people mistakenly believe that this means of carrying costs are cheaper. This is not necessarily the case as the costs are not reduced simply because they have to return". As a general rule walkers do not provide a back loading service.
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Can I pack some items and Walkers packers do the rest?
Yes you can, as long as you pack for transit and use the appropriate packing boxes and materials, and be careful not to over pack or make boxes too heavy. Walkers will pack all remaining items as per the quote, should you decide to pack less then Walkers will complete the packing but will charge for each box packed. Please note also that if you pack this may affect your insurance and therefore Walkers may not be held responsible.
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Can I ask Walkers packers to pack the way I want them to?
Yes you can, as long as you are trained yourself to be a packer. Please note also that if you direct the removalist to pack a certain way this may affect your insurance and therefore Walkers may not be held responsible.
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Am I expected to give Walkers removalists any food or drinks when they are working?
This is optional, however not expected by the walkers crew with the exception of providing water would be much appreciated.
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Will the Walkers removalists remove their shoes/boots when walking in the house?
No due to Health and safety requirements. If you are worried about your floor covering being soiled, please raise this at the beginning of the removal, before we actually commence the move. Walkers can provide padded covering in main walkways of the residence as long as it is safe to do so.
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If my furniture is wrapped in plastic, will it sweat?
Not necessarily because the plastic Walkers use is designed for this purpose. However, if your furniture is damp before it is wrapped, then damp/sweat may be problem. Our removal team and indeed yourself should notice any signs of dampness, and in this event will opt not cover in plastic, alternatively they will use furniture felt/blankets.
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Is there anything I have to do to prepare appliances such as washing machines before the removal?
AFRA recommends that "you should always refer to the manufacturers instructions. It is imperative that washing machines be prepared properly as these are easily damaged". It is not usually Walkers responsibility to do this and any damage resulting will not be the removalist's responsibility.
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How should I prepare my fridge?
We ask you to empty it and remove any trace of moisture, in the event your fridge goes into store or is travelling some distance you should wipe the interior with vanilla essence hopefully deterring the mildew. Walkers move and store fridge every day so will follow the manufacturers recommendations.
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Can I move food?
Yes if you are moving locally and all boxes containers, and jars are properly sealed or taped up. If you are moving intrastate, interstate, overseas or into store food is NOT stored unless it is canned or vacuum-sealed.
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How do I redirect my utilities?
Follow this link to Fast Connect. They will redirect your utilities for you.
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Can Walkers help me redirect my mail?
Yes click this link to download the relevant form from Australia Post to redirect your mail now.
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Do I need to update my electoral role when I move?
Yes, click here and print a form to complete now.
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