What not to say to home insurance?
On a water damage claim, do not guess at the cause, do not downplay the damage, and do not say anything you cannot back up. Describe what you saw, when it happened and what you did next. Stick to facts, keep photos and receipts, and ask your insurer to explain anything unclear.
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The principle: facts, not theories
Insurers need a clear account of the loss. The most useful statement is a simple timeline: when you noticed the water, where it was, what you did to stop it and who you called. You do not need to name the cause if you are not sure. Saying a pipe burst, when you only saw a wet floor, can create a problem later if the cause turns out to be something else.
The same goes for minimising. Calling it a small leak when walls and flooring are soaked can make a later discovery look like a new loss. Report what you can see and say that more may be found as the structure is opened up.
Things to avoid saying or doing
- Do not guess about the cause, age or condition of a pipe or system
- Do not say the damage is minor before it has been properly checked
- Do not agree to a final figure before the full scope is known
- Do not throw away damaged items before they are photographed
- Do not leave out earlier leaks or repairs that you know about, since an honest history protects you
What your restoration company can and cannot say
We do not make coverage decisions and we never tell you what your policy will or will not pay. That is between you and your insurer. What we do is document the loss carefully, with photos, moisture readings and a written scope, so your adjuster has real evidence to work from. We also work with all insurance companies and bill your insurer directly.
Our insurance claims page walks through the usual sequence after a loss, and our water damage restoration page shows what the documentation looks like.
A simple way to handle the first call
- Have the basics ready.Policy number, address, date and time you noticed the damage.
- Describe what you saw.Stick to what you observed and what you did to limit the damage.
- Ask what they need next.Ask about their process, timelines and documents, and write down the claim number and the name of the person you spoke with.
- Follow up in writing.A short email summarising the call keeps the record clear.
Keeping a clean record
Alongside your calls, keep a simple log: dates, times, the names of people you spoke with, what was agreed and what was promised. Save every email and keep all receipts for emergency work, hotel stays and cleaning. If your insurer's adjuster visits, walk through the damage with them and answer their questions plainly. If you are unsure about a question, it is fine to say you will check and answer later. Your restoration team can supply readings, photos and the written scope to back up what you report.
Related questions
Should I wait for the adjuster before cleaning up?
No. Stopping the damage is your duty. Photograph first, then let us begin drying, and keep removed materials aside if your adjuster asks to see them.
Can you speak to my adjuster?
Yes, we will speak with your adjuster directly and share our documentation.
Who should I call first, you or my insurer?
Call both the same day. We can start work while your claim is being opened.
Request a quote
Tell us what you need and we will get back to you. In a hurry? Calling is fastest.
Call about a water damage claim
Call us any hour. The assessment is free, and you get a written scope and price before work starts.
Call now (416) 272-3881