Keep these in one place
- Claim number
- Write it on every invoice and email subject line
- Adjuster contact
- Name and preferred way to send documents
- Timeline notes
- When the freeze started, when the leak was found, when water was shut off
- Photo folder
- One folder per day, with the date in the folder name
- Receipts
- Plumber, drying, hotel or meals if displaced, and anything bought to protect property
What to capture and when
- Minutes after discovery
- Close the main. Take wide photos of each wet room and close-ups of the source, before moving anything. Note the time.
- Same day
- Report the loss to your insurer and write down the claim number. Keep the failed pipe section or fitting, or ask the plumber to photograph it.
- Day one to three
- Drying equipment is placed. Ask for copies of moisture readings and a sketch or map of affected areas. Photograph any material removed before it leaves the house.
- Adjuster visit
- Walk the adjuster through your notes and photos. Ask what the policy covers for the pipe repair itself versus the resulting damage, and whether any conditions such as heat or vacancy apply.
- End of drying
- Request the final readings showing materials reached the drying goal. Keep the drying log with the claim file.
- Repairs
- Get written repair estimates. Photograph framing and insulation before drywall goes back up, so the hidden work is documented.
- Closing out
- Compare payments with invoices. Ask about any recoverable depreciation and the deadline for claiming it.
Photos that are easy to forget
- The thermostat display showing its setting and indoor temperature.
- The outdoor thermometer or weather app reading that morning, as context.
- Ceilings directly below the leak, even if they look dry.
- Serial or model labels on damaged appliances.
- Contents in closets and under beds that were reached by water.
- The main shutoff, showing it closed.
Questions to ask the adjuster
- Does the policy cover opening and closing walls to reach the broken pipe?
- Is there a separate limit or deductible for water damage under this policy?
- What do you need from me to show the house was heated?
- Will additional living expenses be covered if the house is not usable during drying?
- Who approves changes if repairs uncover more damage?
General information for Parker, not a quote or professional advice. In an emergency, call 911.