How to file a home insurance claim, step by step

Stop the damage from getting worse, photograph everything, and tell your insurer as soon as you can. After that the claim moves through an inspection, the documents your policy asks for, a decision and a first payment.

What should you do on the day of the loss?

1. Check that it is safe. The NAIC, the association of state insurance regulators, says to look for hazards like downed power lines or broken gas lines.
2. Take photos and video first. The Minnesota Department of Commerce says to do this before you start to clean up.
3. Stop more damage. Board up broken windows and tarp holes in the roof. The California Department of Insurance warns that a policy may not cover later damage if you did not take reasonable steps to protect the property.
4. Keep every receipt. The California department says the insurer will repay reasonable costs of protecting the property if you saved the receipts.
5. Leave permanent repairs for later. The NAIC says the company may not pay for repairs it did not authorize.
6. Keep damaged items until the adjuster says they can go. How to document property damage covers this.

Should you file a claim at all?

Find out your deductible first. That is the part of the loss you pay yourself. The NAIC says that for minor damage you might be better off paying for the repair, but that you may not be able to see all the damage and a contractor can inspect the home. If you believe the repair will cost more than the deductible, it says you may want to file.

How do you tell the insurer?

Call your insurance company or agent. You may also be able to report the claim online or from your phone. The NAIC says a policy number helps, but the company can find your policy from your name and address.

The NAIC suggests asking these questions on the first call:

• What is my claim number, and who am I talking to?
• How long do I have to file?
• What is my deductible, and is there a separate one for wind, hail or hurricane damage?
• Does my policy pay hotel costs, for how much and for how long?
• When will an adjuster call, and what else do you need from me?

Do not wait to report. The NAIC says the time you have varies by state. In Florida, a property claim is barred unless notice is given within one year after the date of loss.

Once you report, the insurer has its own clock. Florida gives it 7 calendar days to acknowledge a claim communication. Texas gives it until the 15th day after notice to acknowledge the claim, start investigating and ask for what it needs. The claim clock shows the deadlines by state.

What happens at the adjuster’s inspection?

An adjuster works out how much damage there is, what it will cost to repair and what the policy covers. The NAIC explains that a company adjuster works only for the insurer, and an independent adjuster works for several insurers. You do not pay either one.

The NAIC says a reasonable wait to hear from an adjuster could be 3 to 5 days for a minor claim, and longer after a large disaster. In Washington, the insurance commissioner’s office says the insurer has 30 days from the date you filed to inspect the damage.

To get ready, the NAIC suggests you:

• List the damaged belongings and the damage to the home and other structures.
• Gather photos of the home from before the loss, and receipts if you have them.
• Be there for the visit. Show the adjuster the damage and hand over your lists and photos.
• Get the adjuster’s name and contact details. Ask what happens next and when.

What is a proof of loss?

It is a formal statement you make to the insurer about your loss. The California department says its purpose is to give the insurer the information it needs to work out what it owes. Under the standard policy wording below, it must be signed and sworn.

The deadline depends on your policy and your state:

• The standard fire policy wording written into the law of California, Louisiana and North Carolina says 60 days after the loss, unless the insurer extends the time in writing.
• The North Dakota Insurance Department describes it as 60 days from the company’s request.
• For federal flood insurance, FEMA says to send the form within 60 days after the date of loss, even if you do not agree with the adjuster’s estimate.
• After a declared disaster in Louisiana, the time limit is at least 180 days for property in the declared area.

Your own policy may be worded differently. One option is to ask the adjuster in writing whether a proof of loss is required and when it is due. If you need more time, ask for a written extension before that date.

What does “duties after loss” mean?

It is the part of your policy that lists what you agree to do after damage happens. The standard fire policy in California law shows what such a list looks like:

• Give written notice of the loss without unnecessary delay.
• Protect the property from further damage.
• Separate damaged belongings from undamaged ones.
• Provide an inventory: a list of the property with quantities, costs and the amount claimed.
• Send a signed, sworn proof of loss by the deadline.
• Show what remains of the property as often as is reasonably required.
• Answer questions under oath if asked. This is called an examination under oath.
• Produce records such as bills and invoices.

The North Dakota department gives a similar list. United Policyholders, a nonprofit, says you must cooperate with reasonable requests for information, and suggests understanding your rights before you give a recorded or sworn statement.

When does the first payment come, and is it final?

State law sets how long the insurer has to decide. In Florida it must pay or deny the claim, or part of it, within 60 days after it gets notice. In Texas it must accept or reject the claim by the 15th business day after it has everything it asked for, and pay by the fifth business day after it says it will pay. Rules differ by state, so check your state’s page.

The first check is often not the last:

• The NAIC says a settlement is not a single transaction. Payments can come separately for living expenses, belongings and repairs.
• The California department says the first check is often an advance, and to be wary of a first offer presented as a full settlement that asks you to sign a release.
• The Texas Department of Insurance says that with replacement cost coverage you might get two payments. The first is the estimated repair cost minus depreciation, the loss in value from age and condition. Actual cash value vs replacement cost explains how the rest is paid.
• If you have a mortgage, the NAIC says the insurer has to put the lender’s name on checks for major repairs.

If you cannot live in the home, see Additional living expenses.

What should you keep in writing?

• The claim number, and the name and phone number of everyone you deal with.
• A log. The NAIC’s guide includes one with these headings: who you talked to, their company, the date and time, what you talked about, and what comes next.
• Written follow-ups. The Texas Department of Insurance suggests following up phone calls with an email or letter.
• Copies. The California department says to keep copies of everything you send to or get from the insurer.
• Denials. If the insurer denies any part of the claim, the NAIC says to ask for the denial in writing.

You do not need to hire anyone to file a claim. The NAIC notes that your state insurance department answers questions free of charge. If the claim stalls or the offer looks low, see Insurance claim taking too long and Insurance offer too low. The two-minute quiz helps you judge whether a public adjuster would be worth the fee.