Answer. Ask what the mover must pay you, not only whether it is insured. On a CNS Logistics regular move, compensation is calculated by weight unless a declared value is agreed in writing. On a CNS guaranteed move: "On a guaranteed move, our responsibility is not limited by the weight of your goods." (clause 23.2) "There is no deductible and no fee to make a claim." (clause 23.3) Items worth more than $5,000 are declared before you accept (clause 22).
A mover's insurance certificate tells you that the company is insured. It does not tell you how much you will receive if your grandmother's armoire arrives cracked. That number comes from the contract you sign. This guide explains the difference, shows how CNS Logistics calculates what it owes on a regular move and on a guaranteed move, and lists the questions to ask any mover before valuable items go in a truck.
Is a mover's insurance the same as protection for my belongings?
No. A mover's insurance covers the mover; what you receive depends on the responsibility the contract gives the mover toward you. CNS says it plainly about its own policies: "These are our policy limits, not an amount promised to each client." (What We Publish, and Why)
CNS Logistics carries commercial insurance with Intact: $50,000 for the goods it carries, $2,500,000 in civil liability, and a $500 deductible it pays itself, never the client (What We Publish, and Why). On a guaranteed move, the contract adds: "This protection is our own responsibility as a mover. It is not insurance, and we do not sell insurance. CNS holds insurance on the goods it carries (cargo insurance) and civil liability insurance. Those policies cover CNS." (clause 23.9)
So the useful question is not "are you insured?" but "if something is damaged, how much do you pay me, and how is that calculated?"
How much does CNS pay for a damaged item on a regular move?
On a regular CNS move, compensation is calculated by weight unless you agree a declared value in writing. In CNS's words: "compensation is calculated by weight, at $1.32 per kilo per article for a move within Quebec and $4.41 per kilo per article between provinces, unless a declared value is agreed in writing." (What We Publish, and Why)
That rule is fair for everyday furniture and it is the reason to talk about value before the move when you own something light and precious. Applied to a framed painting weighing 10 kilos, damaged on a regular move within Quebec, the by-weight calculation gives 10 × $1.32 = $13.20. For items like that, the published options are a declared value agreed in writing, the increased coverage CNS offers on request ("Increased coverage is available on request for laboratory, commercial and high-value moves."), or a guaranteed move.
What changes on a CNS guaranteed move?
On a guaranteed move, the weight limit disappears and there is no deductible. "On a guaranteed move, our responsibility is not limited by the weight of your goods. If the bill of lading the crew asks you to sign mentions a limit by weight (Options A and B), it does not apply." (clause 23.2) "There is no deductible and no fee to make a claim." (clause 23.3)
What CNS pays is set by the item, not by the scale:
- A damaged item: "you choose: we have it repaired, or we pay you. If we pay, we pay the lower of two amounts: the cost of the repair or the depreciated value of the item." (clause 23.4)
- A lost item: "we pay its depreciated value." (clause 23.5)
- Depreciated value: "what it costs to replace the item with one of the same kind and quality, less a fair amount for its age and wear. A receipt, a comparable listing or a written estimate can show it." (clause 23.6)
- No paperwork in advance for ordinary goods: "Except for the items on line 17 of the table, you declare no value in advance. The value is set after the damage." (clause 23.7)
- The law still wins: "If the law gives you more than this clause, the law applies." (clause 23.8)
The guaranteed move has its conditions: "A guaranteed move is offered for a move that CNS packs, that starts at an address in Quebec, for a customer who lives in Quebec when the contract is made. The move may end in Quebec or in Ontario." (clause 2)
What about art, antiques or an instrument worth more than $5,000?
Declare it before you accept the contract. Clause 22 says: "Before you accept, tell us if you have an item whose value, used, is more than 5,000 dollars. This includes a work of art, an antique, a collection or a musical instrument of that value. We tell you in writing, before you accept, whether we carry it. If we do, we write it in the table and it is protected like everything else." (clause 22)
Declaring matters for a legal reason too. The same clause continues: "The law says a carrier is not responsible for the loss of property of great value whose nature or value was not declared to it." (clause 22) An undeclared item over $5,000 is one of the contract's listed exclusions (clause 25.5).
Which valuables should never go in the moving truck?
Jewellery, watches, cash, precious metals and stones, and important documents stay with you. CNS does not put them in the truck: "cash, bank cards, jewellery, watches, precious metals and precious stones" and "documents such as passports, wills, notarial deeds, tax and medical records", along with keys and medication (clause 21). The contract adds that "If you put documents or money in a box without telling us, the law says that a carrier is not responsible for their loss." (clause 21)
How is damage proven if something arrives broken?
With a video made before anyone touches your furniture. "On the packing day, before the crew touches anything, the crew lead films every piece of furniture with you present. You may ask the crew lead to film an appliance or another object as well." (clause 24.1) For a valuable piece, ask for it by name. And if that video is not made: "If we are the ones who fail to make the video, the guarantee stays whole. The missing video is our problem, not yours." (clause 24.10)
The contract lists what the protection does not cover, such as wear that existed before the move or an item you moved yourself, and puts the burden on CNS for most of them: "For lines 25.1 to 25.3, 25.6 and 25.7, it is for us to show that the damage comes from that cause and not from the move." (clause 25)
How fast is a claim decided and paid?
Under $2,000, CNS decides within 48 hours of your complete claim when the damage is reported in writing within 72 hours after delivery; from $2,000, the claim goes to CNS's insurer, and CNS stays responsible for the full amount it owes.
- Less than $2,000: the 48-hour process applies to damage you report in writing within 72 hours after delivery; within 48 hours after CNS receives your complete claim, it writes to say whether the claim is accepted, accepted in part or refused, and why (clause 26.3).
- $2,000 or more: "within 48 hours after we receive your complete claim, we send it to our insurer and we confirm this to you in writing." (clause 27.3) Then: "We stay responsible to you. The amount of 2,000 dollars is not a limit on what you can receive. If the insurer refuses, or pays less than what we owe you under this contract, we pay the difference. The insurer's deductible is ours to pay." (clause 27.4)
- The law's own limit: "The law requires a written notice of claim to the carrier within 60 days after delivery, even for damage that could not be seen at delivery. For an item that was never delivered, the time is nine months from the move." (clause 26.5)
Seven questions to ask any mover about valuable items
Ask them in writing before you accept. A clear written answer to each is worth more than any certificate.
| # | Ask this | Why it matters | CNS Logistics answer |
|---|---|---|---|
| 1 | Is compensation calculated by weight? | By weight, a light precious item is worth little | Regular move: by weight unless a declared value is agreed in writing; guaranteed move: not limited by weight (clause 23.2) |
| 2 | Who pays the deductible? | A deductible comes off what you receive | CNS pays its $500 deductible; on a guaranteed move, no deductible and no claim fee (clause 23.3) |
| 3 | Do I declare high-value items, and how? | Undeclared items can be excluded by law | Items over $5,000 declared before you accept; CNS says in writing whether it carries them (clause 22) |
| 4 | What will you not carry? | Some valuables should never be in a truck | Jewellery, watches, cash, precious metals and stones, important documents, keys, medication (clause 21) |
| 5 | Is the condition filmed before packing? | Without proof, a claim is your word against theirs | Every piece of furniture filmed with you present before the crew touches it (clause 24.1) |
| 6 | How do you calculate what you pay? | "Value" can mean many things | Repair, or the lower of repair and depreciated value; lost items at depreciated value (clauses 23.4 to 23.6) |
| 7 | How fast is a claim decided? | A slow claim costs you twice | Under $2,000 reported within 72 hours: decision within 48 hours of the complete claim; from $2,000: sent to the insurer within 48 hours, CNS pays any difference (clauses 26.3, 27.3 and 27.4) |
Can CNS give my building a certificate of insurance?
Yes. "On request, we also issue a certificate of insurance naming your building." (What We Publish, and Why) Many condo buildings ask for one before a move; request it when you book.
How does CNS pack and protect fragile and valuable pieces?
On a guaranteed move, CNS packs everything in the spaces you filmed, protects the furniture, and supplies the materials; the time it takes is CNS's risk. The price includes "packing everything in the filmed spaces, and protecting the furniture" and "boxes, paper, tape, wardrobe boxes, blankets and stretch wrap", as well as "taking apart and putting back together the furniture that needs it" (clause 4).
If careful packing takes longer than planned, you do not pay for it. Among the things CNS takes on at no cost to you, clause 5 lists "packing, protecting the furniture, disassembly or reassembly that takes longer" and "furniture heavier or harder than it looked" (clause 5). That matters for valuables, because the slow, careful way of wrapping a mirror or crating a sculpture is exactly the work that runs long.
The contract is also honest about furniture that is fragile by its construction. A piece listed in the table as fragile, "for example particleboard furniture", is excluded when "it comes apart at the joints with no blow or fall" (clause 25.3). If you see that note in your table and disagree, raise it before you accept.
What about art on the walls, mirrors and mounted screens?
Taking down and putting up anything fixed to a wall or ceiling is not included unless it is written on line 22 of the table, and the contract makes CNS tell you either way before you accept. The list of what the price does not include starts with "unpacking boxes" and continues with "taking down or putting up anything fixed to a wall or a ceiling" (clause 4). Then: "If your video shows an object fixed to a wall or a ceiling, we write it on line 22. If not, we tell you in writing, before you accept, that it is not included." (clause 4)
For a home with framed art, heavy mirrors or a mounted television, that rule gives you a simple test: film each piece on the wall, then look for it on line 22. If it is there, it is part of the job. If it is not and you want CNS to handle it, ask before you accept; work asked for on the day that is not in the contract is one of the listed extras (clause 8).
Who pays if the crew damages the building?
CNS does, at both addresses. "We are responsible for your goods from the moment we take charge of them until they are delivered. We are also responsible for the damage our crew causes to the building, at both addresses." (clause 23.1) For a condo, that sentence and the building certificate described above usually answer the questions a building manager asks before a move.
What happens to the "before" video, and who can see it?
The video goes straight to CNS's server in Quebec, is seen only by the crew lead and, for claims, the president of CNS and a person he names in writing, and is deleted on a set schedule. The contract spells out each point:
- How it is made and kept: "the crew lead films through our web page, on a phone. The video is sent straight to our server at OVHcloud, in Beauharnois, Quebec. The page does not save it in the phone." (clause 24.3)
- Who sees it: "the crew lead who films it; after that, the president of CNS and a person he names in writing, for claims only. It is not used for advertising or for training. It is not sent to Anthropic or to any artificial intelligence service." (clause 24.5)
- How long it is kept: "We delete it 90 days after your goods are delivered if no claim is open." If it was used for a claim decision, the law requires keeping it longer (clause 24.7).
- Your rights: "you may see it, get a copy, have an error corrected, withdraw your consent or ask us to delete it." (clause 24.8)
You can refuse the video, and the contract tells you exactly what changes: "your fixed price stays, and clause 23 continues to apply. But the 48-hour process (clause 26.3) no longer applies, because we no longer have the proof it depends on." (clause 24.9) For valuable pieces, the video is the strongest proof you will have, so ask the crew lead to film each one, including any object that is not furniture (clause 24.1).
How do you make a claim, step by step?
Point the damage out to the crew lead if you see it at delivery, then send a written claim with photos to info@cnslogistics.ca. The contract sets the steps:
- At delivery: "If you see damage at delivery, tell the crew lead, who notes it on the bill of lading. You may also claim for damage you find later." (clause 26.1)
- In writing: "Send your claim in writing to info@cnslogistics.ca. A complete claim has photos of the damage and a short description. If you have one, add the receipt, a comparable listing or a written estimate." (clause 26.2)
- Within 72 hours, if you can: claims under $2,000 reported in writing within 72 hours after delivery get the 48-hour decision described above (clause 26.3).
- Later is still fine: "If you report the damage after 72 hours, or in the case of clause 24.9, you have lost no right. We answer in writing within 10 business days after we receive your complete claim." (clause 26.4)
- If you disagree: "If you do not agree with our decision, write to us. We review the file and answer within 5 business days. You may also turn to the Office de la protection du consommateur or to a court. The Small Claims Division hears claims of 15,000 dollars or less." (clause 26.6)
For a valuable item, the receipt, an appraisal you already have or a comparable listing is what sets the depreciated value, so keep those documents somewhere you can reach on moving day (clause 23.6).
Moving valuables on a regular move: what to arrange in advance
On a regular move, the by-weight rule applies unless something else is agreed in writing, so the work happens before the truck arrives. Three steps, all drawn from CNS's published terms:
- Agree a declared value in writing for the pieces that matter; the by-weight calculation applies "unless a declared value is agreed in writing" (What We Publish, and Why).
- Ask about increased coverage. "Increased coverage is available on request for laboratory, commercial and high-value moves." (What We Publish, and Why)
- Consider the guaranteed move if your move qualifies under clause 2, since its responsibility is not limited by weight and has no deductible (clauses 23.2 and 23.3).
Whatever you choose, keep jewellery, watches, cash and documents with you (clause 21), and declare any item worth more than $5,000 before you accept (clause 22).
How should valuables appear in your Firmio video?
Film them as part of the room, from a distance, and leave close-ups for the crew lead's video on packing day. The Firmio instructions say: "framed pictures and photos stay up and are filmed as part of the room, from a distance, with no close-up." They also ask you to "turn screens off (a television or monitor that is off is filmed as an item)" and to "Film only what the movers need to see: the rooms to be moved, the path to the door, and the building access." (How it works)
Your quote video and the packing-day video do two different jobs. The quote video shows what is in each space, and on a guaranteed move "Everything in a filmed space is covered, however many boxes it takes to pack it." (clause 3) The packing-day video records the condition of each piece before anyone touches it (clause 24.1). An item worth more than $5,000 needs a third step on top of both: a written declaration before you accept (clause 22).
Regular move or guaranteed move: valuables side by side
The difference for valuable items comes down to how CNS calculates what it owes and who pays a deductible. Every cell below comes from CNS's published terms:
| CNS regular move | CNS guaranteed move | |
|---|---|---|
| How compensation is calculated | By weight: $1.32 per kilo per article within Quebec, $4.41 between provinces, unless a declared value is agreed in writing (transparency) | Not limited by weight (clause 23.2); repair, or the lower of the repair cost and the depreciated value (clause 23.4) |
| Deductible | CNS pays its $500 deductible, never the client (transparency) | No deductible and no fee to make a claim (clause 23.3) |
| Declaring value in advance | A declared value agreed in writing for the pieces that matter (transparency) | None for ordinary goods; items over $5,000 are declared and written on line 17 (clauses 22 and 23.7) |
| Reporting damage | Within 72 hours requested; the law's 60 days, and nine months for goods never delivered (transparency) | 48-hour decision for claims under $2,000 reported in writing within 72 hours; the law's 60 days still apply (clauses 26.3 and 26.5) |
| Availability | Any move | A move CNS packs, starting in Quebec, for a customer who lives in Quebec, ending in Quebec or Ontario (clause 2) |
A packing-day checklist for valuable items
A few minutes on packing day protect the claim you hope never to make. Each point comes from the contract:
- Be there, or name an adult who can decide and sign for you (clause 20.1).
- Walk the crew lead through your valuable pieces and ask for each to be filmed; the contract says "You may ask the crew lead to film an appliance or another object as well." (clause 24.1)
- Check the table: declared items over $5,000 on line 17 (clause 22), and any wall-mounted piece you want taken down on line 22 (clause 4).
- Keep jewellery, watches, cash and documents in your own bag (clause 21).
- Keep receipts, appraisals or comparable listings within reach; they are what sets the depreciated value if something is damaged (clauses 23.6 and 26.2).
- At delivery, look before the crew leaves and have any visible damage noted on the bill of lading (clause 26.1).
How claims of $2,000 or more are counted
CNS adds up everything you claim for one move, and from $2,000 the file goes to its insurer while CNS stays responsible to you. "We count the total you claim for one move." (clause 27.1) The insurer's study "takes more than 48 hours, and we cannot promise you a time for its answer." (clause 27.3) That frankness is the point: the contract does not promise a speed it cannot control, and it guarantees the outcome instead, because "If the insurer refuses, or pays less than what we owe you under this contract, we pay the difference." (clause 27.4)
Frequently asked questions
Are moving companies in Quebec insured for valuable items?
A mover's insurance covers the mover; what you receive depends on its contract. At CNS Logistics, a regular move compensates by weight unless a declared value is agreed in writing; on a guaranteed move, "our responsibility is not limited by the weight of your goods" (clause 23.2).
How much does a mover pay per kilo for damaged items?
On a CNS regular move, $1.32 per kilo per article within Quebec and $4.41 between provinces, unless a declared value is agreed in writing (transparency). This limit does not apply to a CNS guaranteed move.
Do I have to declare my artwork or piano before the move?
At CNS, declare any item worth more than $5,000 used before you accept; CNS tells you in writing whether it carries it, and if it does, it is written in the table and protected like everything else (clause 22).
Is there a deductible if my furniture is damaged?
CNS pays its own $500 deductible, never the client (transparency). On a guaranteed move, "There is no deductible and no fee to make a claim." (clause 23.3)
Will a mover carry my jewellery?
CNS does not: jewellery, watches, cash, precious metals and stones stay with you (clause 21).
What happens if a claim is over $2,000?
CNS sends it to its insurer within 48 hours of your complete claim and stays responsible: "The amount of 2,000 dollars is not a limit on what you can receive." (clause 27.4)
Will CNS take down the art hanging on my walls?
Only if it is written on line 22 of the table. Taking down or putting up anything fixed to a wall or a ceiling is not included unless it is on line 22; if your video shows such an object and it is not on line 22, CNS tells you in writing, before you accept, that it is not included (clause 4).
Who can see the video the crew takes of my valuables?
The crew lead who films it, then the president of CNS and a person he names in writing, for claims only. "It is not sent to Anthropic or to any artificial intelligence service." It is deleted 90 days after your goods are delivered if no claim is open (clauses 24.5 and 24.7).
What if I disagree with CNS's decision on my claim?
Write to CNS: "We review the file and answer within 5 business days." You may also turn to the Office de la protection du consommateur or to a court, and "The Small Claims Division hears claims of 15,000 dollars or less." (clause 26.6)
Move your valuables with the responsibility written down
Firmio, the CNS Logistics video quote, is in beta. Film your home, declare anything worth more than $5,000, and for a move CNS packs that starts in Quebec, the price and the responsibility are written into the contract. Request yours at /video-quote#start and read clauses 22 to 27 of the contract before you decide.