Checklist for filing an insurance claim

A claim is a request that your insurer pay under the terms of your policy. How it is handled depends on the wording of your policy, the type of loss and the rules in your state. This checklist is general information. Your policy and your insurer decide whether and how much to pay, and your state insurance department is the place to take a complaint that you cannot settle directly.

Right after a loss

• Make sure people are safe. Call emergency services if anyone is hurt or there is immediate danger.
• Where it is safe, take reasonable steps to stop further damage, such as turning off water, covering a broken window or moving undamaged items. Most policies expect this, and they may describe it as a duty after loss.
• Do not throw away damaged property until you have recorded it and the insurer has had the chance to ask to see it.
• If the loss involves a crime, such as theft or vandalism, report it to the police and note the report number.
• If a vehicle is involved, exchange details with the other parties and report the accident where the law requires.

Read the policy

• Find your policy and the declarations page. The declarations page guide explains where to look.
• Look for the sections on what to do after a loss, reporting deadlines and proof of loss.
• Check whether the type of loss is covered, any exclusions that look relevant, and your deductible.
• Note any time limits for notice and for filing, including limits set by state law.
• Do not wait to finish reading before you report. Late notice can create problems, so report soon and keep reading.

Document the loss

• Take photos and video of the damage, wide and close up, before anything is moved or repaired where possible.
• Write down what happened, with dates and times, while you remember it clearly.
• List damaged or lost items with a description, where and when you bought them, and what you know of their cost. Receipts, bank records, photos and serial numbers help.
• Keep damaged items if you can.
• Collect names and contact details of witnesses and anyone else involved.
• Keep receipts for emergency repairs and any additional living or business expenses, and check your policy to see whether those costs may be covered.

Report the claim

• Contact your insurer or agent using the claim number or method on your policy or the insurer’s website.
• Give clear facts. Describe what happened and what was damaged, and avoid guessing about causes or fault.
• Ask for the claim number, the name of the adjuster and the best way to reach them.
• Ask what the insurer needs from you and by when.
• Ask in writing if the instructions are unclear. Email creates a record.

Keep a record

• Start a file, paper or digital, for the claim.
• Log every contact: date, time, the person you spoke to and what was said.
• Save every email, letter, estimate and form, and keep copies of what you send.
• Send documents in a way that shows they were received, and note when.
• Follow up in writing after calls to confirm what was agreed.

During the claim

• Respond to requests for information promptly and keep to the deadlines.
• Get repair estimates if asked. Your policy may say whether you can choose your own contractor and what the insurer must approve first.
• Be careful about signing releases or accepting a payment described as final until you understand what it settles.
• Ask the insurer to explain in writing how it calculated a payment, including how it valued the loss and what deductible applied.
• If you have a mortgage or a lender, check whether they are named on the payment.

If you disagree with the result

• Ask for the decision and its reasons in writing, with the policy provisions it relies on.
• Compare the reasons with the policy wording and with your own records.
• Provide further documents that address the stated reason, and ask for the claim to be reviewed.
• Look in your policy for any appraisal or dispute process and its time limit.
• Contact your state insurance department to learn about its complaint process. The National Association of Insurance Commissioners explains how to file a complaint and links to every state department.
• For a large or complex dispute, you may want to speak to an attorney. A licensed professional can advise on your specific facts, which this page cannot do.

After the claim closes

• Keep the file for as long as any repair or dispute remains open.
• Ask your agent how the claim may affect your coverage or premium at renewal.
• Update your records and inventory.

For wording you do not recognize, see the insurance terms glossary.