What to do when you have a claim

Navigating the aftermath of property damage—whether it's from a storm, a fire, or a burst pipe—can feel overwhelming. You're dealing with a stressful situation, and the last thing you want is a complicated claims process. But with a little preparation and a clear plan, you can make sure your claim is filed correctly and efficiently.

This guide will walk you through the essential steps to filing a property insurance claim, helping you get back on your feet faster.

Step 1: Prioritize Safety and Prevent Further Damage

Your safety and the safety of your family or employees is the number one priority.

• Secure the Area: If there's a risk of an electrical fire or other hazard, turn off the main power or gas line.

• Assess for Danger: Do not enter a building that is structurally unsound. Evacuate if necessary and only return when it's safe.

• Make Temporary Repairs: Your insurance policy requires you to take reasonable steps to prevent further damage. This might mean covering a broken window with a tarp, shutting off a burst water pipe, or boarding up a damaged wall. Save all receipts for these emergency repairs. Do not make permanent repairs until the insurance adjuster has inspected the damage.

Step 2: Document Everything

This is arguably the most crucial step. Thorough documentation provides the evidence your insurance company needs to process your claim accurately.

• Take Photos and Videos: Use your smartphone to take detailed photos and videos of all damaged areas. Capture both close-up shots of individual items and wide-angle views of rooms or the entire property.

• Create an Inventory: Make a detailed list of all damaged or lost items. For each item, include a description, brand name, date of purchase, and estimated value. If you have a pre-existing home inventory list, this is the time to use it.

• Gather Relevant Documents: Find your insurance policy, particularly the declarations page. You'll need your policy number, as well as an understanding of your coverage limits and deductible.

Step 3: Contact Your Insurance Company Immediately

Don't wait. Timely reporting is essential, as some policies have specific deadlines for filing claims.

• Make the Call: Call your insurance agent or the company's claims hotline as soon as it's safe to do so. Many insurers also have online portals or mobile apps for filing claims, which can be a convenient option.

• Provide Key Information: Be prepared to provide your policy number, the date and time of the incident, and a brief description of the damage.

• Get a Claim Number: Once you've filed, you'll be assigned a claim number. Write this down, as you'll need it for all future communication. Also, get the name and contact information of the person you spoke with.

Step 4: Work with the Insurance Adjuster

An insurance adjuster is a professional who assesses the damage and determines the cost of the loss.

• The Inspection: An adjuster will be assigned to your case. They may conduct a physical inspection or, in some cases, a virtual inspection using photos and videos you provide. Try to be present during the inspection to point out all damage and answer any questions.

• Be Prepared: Have your documentation—your photos, videos, and inventory—ready to show the adjuster. This helps ensure nothing is missed and can lead to a more accurate and fair assessment.

• Get a Written Report: The adjuster will provide a report with an estimate for repairs or replacement. Review this report carefully to make sure it includes everything.

Step 5: Settle the Claim and Schedule Repairs

After the adjuster's report, the final stage is getting paid and beginning repairs.

• Review the Offer: The insurance company will make a settlement offer based on the adjuster's report and your policy's terms. Don't be afraid to ask for a breakdown of how the amount was calculated.

• Understand Your Payments: You may receive multiple checks—one for structural damage, one for personal property, and potentially another for additional living expenses if you can't live in your home during repairs.

• Hire a Reputable Contractor: Get multiple bids from licensed and insured contractors. Review their estimates and contracts carefully before signing. Once you have an agreement, you can proceed with the repairs.

By following these steps, you can navigate the claims process with confidence, ensuring you receive the compensation you're entitled to and can begin the process of rebuilding.