Why Documentation Matters
Insurance companies have entire departments dedicated to finding reasons to deny or reduce claims. Your documentation is the evidence that counters their arguments. Without it, your claim becomes "your word against theirs" - and they have more experience playing that game.
The goal isn't just to document that damage occurred - it's to document the extent of the damage, the cause of the damage, the value of what was lost, and the timeline of events. Each piece of evidence closes a door the insurer might try to use to escape payment.
If it's not documented, it didn't happen. Every conversation, every photo, every receipt could be the piece of evidence that saves your claim.
What to Document: The Complete List
Photos and Videos
- Wide shots showing overall damage and context
- Close-up shots of specific damage
- Comparison photos (before/after if available)
- Date-stamped images (check your camera settings)
- Video walkthrough narrating what you see
- Photos of model numbers, serial numbers, brand names
- Document the source of damage (leak point, impact site, etc.)
Wide Shots
Show the full room or area for context
Close-Ups
Capture detail of specific damage
Scale Reference
Include ruler or common object for size
Timestamps
Enable date/time on your camera
Inventory of Damaged/Lost Items
- Complete list of every damaged or destroyed item
- Description: brand, model, color, size, features
- Purchase date and price (if known)
- Current replacement cost (look up online)
- Condition before the loss
- Serial numbers (especially for electronics)
- Keep damaged items until adjuster inspects
California law requires insurers to provide a detailed claim settlement form that helps you inventory losses. Under Cal. Ins. Code § 2071, your homeowners policy must include an inventory form. If your insurer doesn't provide one, request it - they're required to assist you in completing your claim.
Receipts and Financial Records
- Original purchase receipts (check email for online orders)
- Credit card statements showing purchases
- Appraisals for valuable items
- Receipts for emergency repairs and expenses
- Hotel bills if displaced from home
- Contractor estimates for repairs
- Rental car receipts (auto claims)
Never discard damaged property before the adjuster has inspected it and given you written permission. Disposing of evidence can be used to deny or reduce your claim. Take photos first, then wait for adjuster approval.
Written Records
- Claims diary: log every call, meeting, and event
- Names and contact info of everyone you speak with
- Copies of all correspondence (letters, emails)
- Notes from phone conversations (date, time, what was said)
- Police reports (accidents, theft, vandalism)
- Fire department reports
- Medical records (injury claims)
Creating a Claims Diary
A claims diary is a chronological record of everything that happens with your claim. It serves as your personal record and can be invaluable if your claim is disputed.
For each entry, record:
- Date and time of the interaction
- Who you spoke with (name, title, phone number)
- What was discussed - be specific
- What was promised or agreed to
- Next steps and deadlines mentioned
After important phone calls, send an email summarizing what was discussed: "Per our conversation today, you confirmed that..." This creates a written record and gives the insurer a chance to correct any misunderstandings.
Proving Ownership and Value
One of the most common disputes is proving you owned items and what they were worth. Here's how to build your evidence:
Sources of Proof of Ownership
- Purchase receipts and invoices
- Credit card and bank statements
- Photos of items in your home (social media, family photos)
- Product registration records
- Warranty cards
- Home inventory lists (if you made one before the loss)
- Appraisals and certifications
- Testimony from family members who saw the items
Determining Replacement Value
Most policies pay "replacement cost" or "actual cash value." To prove value:
- Research current prices for identical or comparable items
- Print screenshots from retail websites showing prices
- Get quotes from stores for specialty items
- Consider quality - don't accept lower-quality replacements
| Coverage Type | What It Pays | How to Document |
|---|---|---|
| Replacement Cost | Cost to replace with new equivalent item | Current retail prices, not what you paid |
| Actual Cash Value (ACV) | Replacement cost minus depreciation | Current prices plus age/condition info |
| Stated Value | Pre-agreed value (collectibles, jewelry) | Appraisals, schedule of items |
Documenting Property Damage
Water Damage
- Photograph the source of water if visible
- Document the extent of water spread (how far it traveled)
- Photograph water lines on walls
- Document any mold that develops (with dates)
- Keep records of drying and remediation efforts
Fire/Smoke Damage
- Wait for fire department clearance before entering
- Photograph char patterns and smoke damage
- Document smoke odor throughout the property
- List items damaged by smoke even if not burned
- Obtain fire department incident report
Auto Damage
- Photograph all damage from multiple angles
- Include photos of license plates (yours and other party)
- Photograph the accident scene if possible
- Get contact info from witnesses
- Obtain police report number
- Document pre-existing damage separately
Under California's Fair Claims Settlement Practices Regulations, insurers cannot require you to use a specific repair shop. You have the right to choose your own contractor and get multiple estimates. Document any pressure from your insurer to use their "preferred" vendors.
Organizing Your Documentation
Keep all claim-related documents organized and easily accessible:
- Create a dedicated folder (physical and digital) for your claim
- Back up digital files to cloud storage
- Organize by category: photos, receipts, correspondence, diary
- Date everything - when you took it, when you received it
- Keep originals safe and provide copies to the insurer
- Make copies of everything you send to the insurer
Always keep originals or copies of every document. Once you give something to the insurance company, you may never see it again. This includes photos, receipts, and any physical evidence.
What If You Don't Have Documentation?
Don't panic if you lost receipts in a fire or didn't take "before" photos. You can still build a strong claim:
- Check email for order confirmations (search brand names)
- Request duplicate statements from credit card companies
- Ask family/friends for photos that show your belongings
- Check social media for background photos of your home
- Look for warranty registrations online
- Use Google Photos/iCloud to search for old images
- Write detailed descriptions from memory