Why the call matters more than the website
Websites are marketing. Phone calls are where you find out how the company actually operates. The right questions take 10 minutes and cut your candidate list in half — often more.
Group questions into six buckets: license/insurance, pricing model, estimate type, packing/storage, delivery window, claims process. Take notes on the answers and compare across carriers.
1. License and insurance questions
- What is your USDOT number and your MC number?
- Are you a carrier that performs the move, or a broker that places it with another carrier?
- Can you send me your cargo insurance and bond certificates?
- How long has the company operated under this name?
- Do you carry workers' comp on the crew that will perform my move?
2. Pricing questions
- How is my move priced — by hour, by weight, by cubic foot?
- What's included in the base rate?
- What accessorial fees might apply (long carry, stairs, shuttle, packing materials)?
- Is there a fuel surcharge, and how is it calculated?
- What's your deposit policy? What payment methods do you accept?
3. Estimate questions
- Will you do an in-home or video survey before quoting?
- Is the estimate binding, non-binding, or binding-not-to-exceed?
- What happens to the price if my actual weight or volume is different?
- How long is the estimate valid?
- Can you put the inventory list and quote in writing?
4. Packing and storage questions
- If I want partial packing, what gets included?
- What does full-pack add to the cost for my home size?
- Do you provide free or paid packing materials?
- How do you handle high-value or fragile items?
- What's your storage-in-transit rate if delivery has to wait?
5. Delivery window questions
- What's the pickup date range?
- What's the delivery date range?
- Can I upgrade to a guaranteed delivery date, and at what cost?
- How will you communicate updates during transit?
- What happens if the delivery is late?
6. Claims questions
- What valuation coverage is included by default?
- What does upgrading to full-value protection cost?
- How do I file a claim if something is damaged or missing?
- What's your typical claim resolution timeline?
| Question topic | Good answer | Warning answer |
|---|---|---|
| USDOT | Quoted immediately, matches SAFER | 'I'd have to look it up' or refusal |
| Carrier vs broker | Direct yes/no with explanation | Vague 'we work with partner carriers' |
| Estimate type | Offers binding NTE in writing | 'We don't do binding' or 'price won't change' verbally |
| Survey | Schedules in-home or video | Quotes by phone in 5 minutes |
| Deposit | None or under 20% | 30%+ via wire / Zelle / crypto |
| Insurance | Sends certificates on request | Evasive or 'fully insured' without proof |
What good answers sound like vs warning answers
How to use this list practically
Pick three carriers based on USDOT verification and reviews. Schedule 15-minute calls with each. Run the questions. Score them on responsiveness, specificity, and willingness to commit in writing. The carrier that scores highest on this rubric is rarely the cheapest quote — but is reliably the safest booking.