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Quick answer
Report the damage to your insurer right away, photograph and video it before cleanup, and keep damaged items until the adjuster sees them or says you can throw them out. [1][2][8] Make only temporary repairs to stop more damage, save every receipt, and keep a log of calls and letters. [3] Ask for a copy of the damage estimate. If you disagree, first try to resolve it with the company; appraisal and your state insurance department are the next steps. [2][8][12]
Do this first: the first day of a water damage claim
Regulators give the same core advice: report early, document before you clean, and limit the damage without making permanent repairs. These steps are in the order most people need them.
Make it safe. If water is near outlets, cords or the panel, do not enter the water. Turn power off at the panel only if you can reach it from a dry spot; otherwise call the utility or an electrician.
Stop the water at the fixture valve or the main shutoff.
Photograph and video everything before you move it: the source, the water line on walls, the floors, the ceilings and each damaged item. The NAIC says to take photos and videos of damage and make a list of all your damaged property. [1]
Call your insurer or agent. Have your policy number ready, and write down the claim number and the contact details for the assigned claim representative. [2]
Ask what documentation they need. If they recommend a drying company or contractor, New Jersey says you are not required to use the company's recommended contractor. [2]
Make temporary repairs to stop more damage, and keep receipts. California says your insurer will reimburse all reasonable costs to protect your property as long as you save receipts. [3]
Start drying. EPA says that if wet materials are dried within 24 to 48 hours of a leak, in most cases mold will not grow. [4]
Stop and call
Sewage, a toilet overflow with waste in it, or outside floodwater is Category 3. Wear gloves, boots and eye protection, and keep children and pets away. Stay out from under any ceiling that sags.
Report it fast, including leaks you just found
The NAIC says to notify your insurance company right away, and that the amount of time you have to report a claim varies by state. [1] Texas says you usually must report water damage that was hidden from view within days after you first see it. [5]
Delay can cost coverage in a second way. Maryland's regulator says your homeowners policy requires you to take reasonable measures to prevent further damage. [6] California says policies may not cover ensuing damage if you did not take reasonable steps to secure the property. [3] Washington says accidental leaks are usually covered if you report them quickly and follow the insurer's recommendations for fixing them. [7]
Not sure the damage is covered? Report it anyway and let the insurer decide. The does homeowners insurance cover water damage page explains sudden versus gradual leaks, flood and sewer backup.
Build a paper trail the adjuster cannot miss
Good records make a claim easier to prove. Collect these as you go, and keep copies outside the house or in the cloud.
What to keep for a water damage claim and why
Keep this
Why it matters
Who says so
Photos and video before, during and after cleanup
Shows the damage before anything was removed
Maryland Insurance Administration; NAIC
The damaged items themselves
Many insurers want to inspect them
Texas: do not throw away damaged items until an adjuster has seen them
A list of damaged property with brands and model numbers
Supports the value of each item
California Department of Insurance
Samples of carpet, flooring and curtains (flood claims)
Lets the adjuster check quality after the rest is gone
FloodSmart
Receipts for temporary repairs, drying and supplies
These costs are part of the claim
California; New Jersey
A log of every call, letter and email
Settles who said what and when
California; New Jersey
The failed part (hose, valve, pipe section)
Shows the cause was sudden
Site advice; ask your adjuster before you discard it
Table sources: Maryland, [6] NAIC, [1] Texas, [8] California, [3] FloodSmart [9] and New Jersey. [2] If local officials require you to throw damaged items out for safety reasons, Wisconsin's regulator says to take photos first. [10]
A home inventory made before any loss makes this far easier. The NAIC suggests going room by room, writing down and photographing everything, updating it yearly, and storing it somewhere other than your house. [1]
Working with the adjuster and your contractors
Walk the house with the adjuster. Texas suggests going along so nothing is missed, and having your contractor there to discuss estimates. [8]
Point out hidden damage: stained ceilings below the leak, swollen baseboards, damp carpet pad, cabinets that sat in water.
Expect a proof of loss form. California describes it as a formal statement from the policy owner to the insurer about the loss. [3]
Ask for a copy of the damage estimate. New Jersey says the company should provide one, and that if part of the loss is not covered, the company must explain how coverage is excluded under your policy. [2]
Get written, line-by-line bids for repairs. California advises written bids that list materials and prices line by line. [3]
Do not sign under pressure. The NAIC says not to feel rushed to agree to repairs you are not comfortable with. [1] For flood claims, FloodSmart says to talk to your agent or adjuster before signing a contract with a cleaning contractor. [9]
Check flood adjusters' ID. FloodSmart says to ask to see their Flood Control Number card, which is dated for the current storm year. [9]
A practical step: if a restoration company does the drying, ask for copies of its moisture readings and photos before the crew leaves. They can help the adjuster see why drywall or carpet had to come out.
If you cannot live at home: additional living expenses
Washington's insurance commissioner says homeowner and renter policies typically include additional living expense coverage, usually listed as Coverage D or loss of use. It is usually triggered when the adjuster decides the home is uninhabitable, based on safety and services like water, electricity and heat. [11]
What it can pay: temporary housing, meals above your usual food costs if you have no kitchen, storage, moving, laundry, pet boarding and extra transportation. [11]
What it does not pay: your normal mortgage or rent, normal utilities, luxury lodging, or unrelated shopping. [11]
Limits: Washington says ALE may be capped by a dollar amount, a time limit or both; the dollar amount is usually 20 to 30 percent of dwelling coverage and the time limit usually 12 to 24 months. [11] The NAIC's consumer guide lists a typical 20 percent of the dwelling limit, so check your declarations page. [12]
Advances: your insurer can sometimes advance money. Washington says to ask in writing for a specific, itemized amount; California says insurers usually advance money for these costs. [11][3]
Records: figure out your normal monthly costs, keep every hotel, meal and storage receipt, keep a mileage log, and send your insurer a monthly packet. [11]
Flood claims: most NFIP policies do not include additional living expense coverage. [11][13]
How long a water damage claim takes and how payment works
Deadlines are set by state law, so ask your insurer or state insurance department what applies to you. Texas publishes its rules below. They apply in Texas only; other states set their own.
Texas homeowners claim deadlines, from the Texas Department of Insurance
Step
Texas deadline
Insurer confirms it got your claim
Within 15 days
Insurer accepts or rejects the claim
Within 15 business days after it has all the information it needs; a rejection must be in writing with the reason
Insurer pays after agreeing to pay
Within 5 business days
Second check for the rest of the claim
After the contractor's final bill, if repairs are done within 365 days of the loss
Source: Texas Department of Insurance. [8] Texas notes most companies pay homeowners claims with two checks: the first for the estimated repairs minus depreciation and your deductible, the second for the rest of the claim after the company receives the contractor's bill for the finished job. [8] Your deductible comes off the payment; with a $500 deductible on a $10,000 covered loss, the Insurance Information Institute says you would receive $9,500. [14]
Flood claims run on federal rules. FloodSmart says it can take 4 to 8 weeks before a flood claim is finalized and paid (in rare instances longer), that the check is written to you and your mortgage company if you have one, and that during major flood events your insurer may advance up to $5,000 without an adjuster's visit, or up to $20,000 with authorization and documentation. [9]
If the claim is denied or the offer looks low
Ask for the denial and the policy wording in writing. Texas says a rejection must explain why in writing. [8]
Tell the company exactly what you disagree with. Texas says the company may have overlooked something and may adjust the estimate. [8] New Jersey says it sometimes helps to have your contractor speak directly with the adjuster. [2]
Consider appraisal. In Texas's description, you and the company each hire an appraiser, the two choose an umpire, and the umpire's decision is binding if they disagree. You pay your appraiser and half the umpire. [8]
Know the public adjuster trade-off. Texas says public adjusters work for you, not the insurance company, and charge fees. New Jersey says they are typically paid a percentage of the claim settlement and are not required to file or resolve a claim. [8][2]
Contact your state insurance department. The NAIC says its consumer services staff can help you work with your insurer to resolve disagreements. [12]
For a denied flood claim, FloodSmart says you can work with your insurer or appeal to FEMA. [9]
Safe to handle yourself
A small clean-water leak caught early, under a sink or behind a toilet, that you dried within a day. The NAIC says that if the damage is minor, you might decide you are better off paying for repairs out of pocket. [1] Keep photos anyway in case damage shows up later.
Common questions
How long do I have to file a water damage claim?
It depends on your state and policy. The NAIC says the time you have to report a claim varies by state and to notify your insurer right away. [1] Texas says hidden water damage usually must be reported within days after you first see it. [5]
Should I call my insurance company or a restoration company first?
Stop the water and make the area safe first, then call your insurer to open the claim and ask what they need. Drying should not wait: EPA says that if wet materials are dried within 24 to 48 hours, in most cases mold will not grow. [4] Maryland's regulator says your policy requires you to take reasonable measures to prevent further damage. [6]
Can I start repairs before the adjuster comes?
Temporary repairs, yes; permanent repairs, no. Texas says to make only repairs needed to protect the home and not to make permanent repairs until your insurance company instructs you. [8] Save every receipt. [3]
Do I have to use my insurance company's contractor?
No. New Jersey's insurance department says you are not required to use the company's recommended contractor. [2] Get written, itemized bids and share them with your adjuster. [3]
Is it worth filing a claim for minor water damage?
Sometimes not. The NAIC says that if damage is minor you may be better off paying for repairs yourself, and that filing makes sense when repairs will cost more than your deductible or there is a lot of damage. [1] Check your deductible on the declarations page first. [14]
What should I do if my water damage claim is denied?
Ask for the reason and policy wording in writing, then explain what you disagree with. Texas describes appraisal and public adjusters as options, [8] and the NAIC says your state insurance department can help resolve disagreements. [12]
