Customer FAQs

How can I contact HomeSafe?

Once you are assigned to move with HomeSafe, you will receive a welcome letter from your assigned expert move counselor who will serve as your single point of contact throughout your move. You can communicate with your move counselor via your channel of choice: phone, email, text, or live chat in our HomeSafe Connect platform. HomeSafe’s Customer Care Team is available to you 24/7 to answer questions and resolve concerns.

HomeSafe Customer Care Phone Number: (904) 567-6033

 

Does HomeSafe require background checks for the crew members who enter my home? 

Yes, HomeSafe requires our service providers to perform background checks on all crew members who interact with our customers or their property. 

 

How does HomeSafe keep my personal information secure? 

HomeSafe uses the highest security standards to ensure your personal information is protected on our platform HomeSafe Connect throughout your move. You will use the secure identity management tools of Okta to sign onto HomeSafe Connect. See our guide for setting up your Okta account here.

The service providers who perform your move also use Okta to ensure that their identity is verified and that all communications are secure. Your moving crew uses a cloud-based app to perform your move, and when service is complete, your detailed move data is cleared from the crew’s device. 

 

How can I file a claim with HomeSafe?

HomeSafe works to ensure your household goods are handled with care, but in the unfortunate event that something goes wrong, we will quickly make it right. We offer a streamlined claims process to make your experience as stress-free as possible. If an item is missing or damaged, you can use your digital inventory inside the HomeSafe Connect platform to easily file your claim. For an in-depth look at our claims process, please see our Claims Fact Sheet.