Stars and Strips has a good story describing what to do when household goods are lost or damaged during the shipping process:
http://stripes.com/article.asp?section=104&article=56711&archive=true
The article emphasizes first filing a claim with the transportation service provider. Claims are submitted to the personal property office or the military claims office if the transportation service provider denies your claim, or makes an offer that is not acceptable or does not respond within 30 days.
Here are some other important points listed in the story:
* If you file your claim directly with the carrier within nine months after delivery, the carrier is required to replace any item that is lost or destroyed with a new item, or pay you the cost of a new item of the same kind and quality, without deducting for depreciation.
* The carrier is not required to replace items that can be repaired for less than the full replacement value of the item.
* The carrier is required to arrange for the repair of those items, or to pay you for the cost of restoring the item to the same condition as when it was picked up by the carrier.
* The loss or damage to the item must be reported to the carrier within 75 days after delivery in order for the claim to be paid.
* All missing or damaged items discovered on the day of delivery should be listed on the DD Form 1840, which you also will sign. The agent will leave three copies of this form with you.
* Any items discovered missing or damaged after delivery must be listed on the reverse side of the DD Form 1840, known as the DD Form 1840R. Claimants have 75 days to mail the DD Form 1840R to the carrier. You should mail it certified mail so you can prove you gave the carrier timely notice.
* You also may bring the DD Form 1840R to the nearest Personal Property Office within 70 days after delivery so they can mail it to the carrier for you.
* Submission of a DD Form 1840R does not constitute the filing of a claim. You must submit a written demand for a specific amount, listing the items lost or damaged, to the carrier within nine months after the date of delivery.
* The carrier will provide instructions on how to file a claim. The carrier is responsible for obtaining estimates if you file your claim directly with them within nine months of delivery.