Storage insurance and protection

The question behind "is it insured" is really "what happens if something goes wrong, and who decides". This page answers that plainly: what our protection covers, what it does not, what the photographs are for, and what you should do yourself for the few things worth more than any storage plan will pay.

Updated September 2026

Protection plan versus insurance

The words get mixed up, and the difference matters. Insurance is a policy you buy from an insurer, in your name, that pays out according to its own terms whoever is holding the goods. A protection plan is the storage operator's own commitment to make good loss or damage that happens while your things are in its care, up to a stated limit. Most storage companies in the world offer the second and let you add the first if you want more. We work the same way: the protection plan is included in the service and covers items up to the cap; above the cap, the cover is yours to arrange.

What the plan is for

Loss or damage that happens while an item is in our care: on the truck, in the facility, on the shelf, on the way back. The plan covers items up to 30,000,000 VND, and the details are confirmed with your booking. The figure is set where it is because it covers the great majority of what people store: furniture, appliances, clothes, books, kitchen, sports gear, the contents of a flat. It does not cover a Rolex, a painting or a professional camera body, and it is not pretending to; those are the things to talk about before the crew arrives.

What no plan pays for

This is the same at every reputable operator, and it is worth reading before packing rather than after a claim.

• Damage the item brought with it. The scratch on the table, the loose leg on the chair, the crack in the vase. That is why every item is photographed on collection day: the photograph settles it either way.
• Mould, rust and pests where the item went in damp, dirty or with food in it. The air-conditioned section slows these; it does not reverse the moisture that was already inside the leather.
• Refused items and the damage they cause to their neighbours. A leaking bottle of solvent in a box is the customer's liability, not ours.
• Things that were never declared. A camera body wrapped in a towel inside a box of bedding is, to the record, a box of bedding.
• Wear that is normal for the time: a cardboard box softening, a rubber seal ageing, a battery going flat.
• Items above the cap. Cover for something worth more than 30,000,000 VND is arranged before collection, or it is not covered at all.

The photograph is the contract

The one thing we do that most storage companies do not is photograph every item, not every box, when it comes in and every time it moves. The photograph carries the item code, the date and the condition. It appears in your account the same day. It is there for you, so that you can see what you have and in what state, and it is there for us, because it is what a claim is decided on. If a chair comes back with a broken leg, the collection photo shows whether the leg was broken when it left your flat. If it was not, the plan pays. There is no argument to have, which is the point.

For items above the cap

1. Decide whether it needs to be stored at all. The things worth more than 30,000,000 VND are usually few and small: jewellery, watches, cameras, a laptop, documents. They travel with you more easily than they store.
2. If it must be stored, tell us before collection: what it is, roughly what it is worth, and whether it needs the air-conditioned section or particular handling. We will say what we can and cannot do.
3. Check your own insurance. Some household contents policies cover belongings temporarily away from the home; some travel and expatriate policies cover stored goods; most need the item listed. Ask the insurer, in writing, whether "in commercial storage" is covered.
4. For artwork, instruments and collections, specialist cover exists and is not expensive for the value; a broker or the insurer's fine-art desk arranges it with a valuation.
5. Photograph it yourself before it goes, with a ruler in frame and the serial number visible, in addition to our photograph.

What stops claims in the first place

If something is wrong when it comes back

Check the delivery against the photographs before the crew leaves; that is the moment. If an item is damaged or missing, tell the crew, photograph it, and contact us with the item code. We compare the delivery with the intake and movement photographs, and where the damage happened in our care the plan applies. Where the photographs show it did not, we say so and show you why. Either way the answer comes from the record, not from whoever argues longer.

Frequently asked