Choosing a removalist is mostly a trust exercise - you are handing someone access to your home and your belongings based on a phone call and a few reviews. Asking the right questions before you book is the best way to close that trust gap, and a removalist worth booking will answer every one of these without hesitation. Here is what is actually worth asking, and why each question matters.
"What insurance do you carry, specifically?"
Do not accept "fully insured" as a complete answer. Ask whether that means public liability, goods in transit cover, or both - they are different things covering different risks, and "fully insured" is sometimes used loosely to describe just one of them. Ask whether goods in transit cover includes loading and unloading or only the drive itself. Read our full guide on removalist insurance explained for the detail behind why this question matters.
"When does your billing actually start?"
Some removalists start the clock from their depot, meaning you are paying for their drive to your address before the job has even begun. Others start when they physically arrive at your door. This can be a genuinely significant difference in total cost depending on how far the removalist's depot is from your address, and it is a detail worth confirming explicitly rather than assuming.
"Is a deposit required, and what happens if I need to cancel or reschedule?"
Deposit policies and cancellation fees vary significantly between operators. Ask specifically what happens if your settlement date moves, if you need to reschedule, or if you decide to cancel altogether. A removalist with reasonable, clearly stated policies on this will tell you upfront rather than burying it in fine print you only discover when something changes.
"How do you handle [specific item]?"
If you have a piano, a pool table, a large safe, or anything else outside the scope of standard furniture, ask specifically how it will be handled rather than assuming a general "yes we can move anything" answer covers it. A removalist who has genuinely done this work before will give you a specific answer about technique, equipment, or any additional cost - not just a confident yes with no detail behind it.
"What happens if something is damaged?"
Ask about the claims process before you need it, not after. A transparent removalist can explain clearly how a damage claim would be handled, what evidence they would need, and roughly what timeframe to expect. Vague or evasive answers to this question are a genuine warning sign - the people who handle damage well are usually happy to explain how, because they are not worried about it coming up.
"Are the people doing the job your actual staff, or subcontractors?"
This matters more than people often realise. A removalist who uses the same crew for every job - rather than a rotating pool of subcontractors booked per-job - tends to have more consistent standards, because the same people are accountable for every move they do. It also affects how confidently a business can speak to their own crew's experience and technique, since they have actually worked alongside them rather than booking strangers for the day.
"Can you give me an idea of timing, not just price?"
A quote with only a dollar figure and no estimate of hours tells you less than it should. Ask how many hours the job is expected to take and how that estimate was reached - based on a phone description, a video walkthrough, or an in-person visit. The more specific the basis for the estimate, the more reliable the number tends to be, particularly for larger or more complex moves where a phone-only quote is genuinely difficult to get right.
"What do you need from me before moving day?"
A good removalist will tell you proactively - confirm parking access, note any building or strata requirements if you are in an apartment, flag anything heavy or awkward in advance, and confirm what time they will actually arrive. If a removalist has nothing to ask you and nothing to tell you to prepare, that is sometimes a sign the quote was not built on enough detail about your specific move.
Billy and Jet are happy to answer every one of these questions directly and in detail before you book - get in touch on 0466 705 078 if you want straight answers before you commit to a date.
Frequently asked questions
What insurance they carry specifically - public liability, goods in transit, or both - and whether that cover includes loading and unloading. "Fully insured" is sometimes used loosely and does not always mean your belongings are covered.
A removalist using the same crew for every job tends to have more consistent standards, since the same people are accountable for every move. It also means the business can speak confidently to their own crew's actual experience rather than booking strangers per job.
Yes - some removalists start billing from their depot, meaning you pay for their drive to your address before the job begins. Others start the clock at your door. This can meaningfully affect total cost depending on the removalist's depot location.
Parking access confirmation, any building or strata requirements for apartments, a heads-up about anything heavy or awkward, and a confirmed arrival time. If a removalist has nothing to ask or tell you in advance, the quote may not have been built on enough detail about your specific move.
Ready to book your move?
Get a free quote from Billy and Jet - usually back to you within a few hours.
Get a Free QuoteOr call us on 0466 705 078 - Mon to Sat, 7am to 6pm.