Before You Call: Preparation Matters

Before you pick up the phone or go online to file your claim, take a breath and prepare. The information you provide in your initial claim report becomes part of the permanent record. Mistakes or inconsistencies can be used against you later.

What to Have Ready Before Filing

  • Your policy number and declarations page
  • Date, time, and location of the loss
  • Basic description of what happened (facts only)
  • Photos or videos of the damage (if safe to take)
  • Police report number (if applicable)
  • Contact information for any witnesses
  • List of damaged or lost items (preliminary)

Step-by-Step: Filing Your Claim

1

Review Your Policy First

Before filing, pull out your policy and review the relevant coverage sections. Understanding what your policy covers - and what it excludes - helps you frame your claim correctly and avoid saying something that triggers an exclusion.

Pay special attention to: coverage limits, deductibles, notice requirements, and any specific conditions for the type of loss you're claiming.

2

Report the Loss Promptly

Most policies require "prompt" or "immediate" notice of a loss. While courts interpret this flexibly, the safest approach is to report within 24-48 hours when possible. Delays can give insurers grounds to deny your claim.

You can typically file claims by: phone (fastest), online portal, mobile app, or through your insurance agent. Keep a record of when and how you reported.

🐻 California Note

Under California law, insurers must acknowledge receipt of your claim within 15 calendar days (Cal. Code Regs. tit. 10, § 2695.5(e)). If you don't receive acknowledgment within this timeframe, follow up in writing and note the regulatory violation.

3

Stick to the Facts

When describing what happened, provide only factual information. State what you observed, not what you think caused it. Avoid speculation, opinions, or admissions of fault.

Good: "I discovered water on the basement floor at 6 PM on March 15."

Bad: "I think the pipe must have been old and finally gave out."

Things NOT to Say When Filing

Avoid these common mistakes: admitting fault ("I should have noticed sooner"), speculating about causes ("It was probably maintenance-related"), downplaying damage ("It's not that bad"), or agreeing to quick settlements ("Just give me something to cover it").

4

Get Your Claim Number

Before ending the call or submitting your online claim, make sure you get a claim number. This is your reference for all future communications. Write it down and keep it somewhere safe.

Also ask for: the adjuster's name and contact information (if assigned), expected timeline for next steps, and any forms you need to complete.

5

Document the Call

Immediately after filing, write down everything you remember from the conversation: who you spoke with, what questions they asked, what you said, and what they told you. This contemporaneous record can be valuable if disputes arise later.

What Happens After You File

Once you file, the insurer begins its investigation. Here's what to expect:

  1. Acknowledgment: You should receive written confirmation of your claim within a few days (15 days maximum in California).
  2. Adjuster Assignment: An adjuster will be assigned to investigate your claim. They may contact you to schedule an inspection.
  3. Investigation: The adjuster will examine the damage, review documentation, and may request additional information.
  4. Coverage Decision: The insurer will determine whether your loss is covered and, if so, the amount they'll pay.
  5. Payment or Denial: You'll receive either a settlement offer or a denial letter explaining why the claim wasn't covered.
🐻 California Note

California imposes strict timelines on insurers: they must accept or deny claims within 40 days of receiving proof of claim (Cal. Code Regs. tit. 10, § 2695.7(b)). If they need more time, they must explain why in writing every 30 days. Violations of these timelines may support a bad faith claim.

Recorded Statements: Know Your Rights

Shortly after filing, the adjuster may request a "recorded statement." This is a formal interview where your answers are recorded and can be used against you later.

Before Giving a Recorded Statement

You are often NOT required to give a recorded statement, even if the adjuster implies you must. Review your policy carefully - it may only require you to cooperate with the investigation, not provide recorded testimony. Consider consulting an attorney before agreeing, especially for large claims.

If you do give a recorded statement:

  • Answer only what is asked - don't volunteer extra information
  • Say "I don't know" or "I don't remember" if that's true
  • Ask for clarification if a question is confusing
  • You can request a copy of the recording
  • Take notes on questions asked

Protecting Your Claim From Day One

The actions you take immediately after a loss can strengthen or weaken your claim:

Best Practices to Strengthen Your Claim
  • Take extensive photos and videos before cleanup
  • Keep damaged items until the adjuster inspects them
  • Make only temporary repairs to prevent further damage
  • Keep all receipts for emergency expenses
  • Communicate in writing when possible
  • Keep a claims diary with dates and details
  • Don't sign anything without reading it carefully

Claim Filing Checklist

Use This Checklist When Filing

  • Review your policy coverage before calling
  • Gather basic facts: date, time, location, what happened
  • Take photos/videos of damage
  • Report the claim promptly (within 24-48 hours)
  • Stick to facts - no speculation or admissions
  • Get and record your claim number
  • Get the adjuster's name and contact info
  • Ask about next steps and timeline
  • Document the call immediately after
  • Follow up with written confirmation

When Your Claim Is Complex

Some claims are straightforward, but others require extra care:

  • Major property damage: Consider hiring a public adjuster to negotiate on your behalf.
  • Serious injuries: Consult a personal injury attorney before giving statements.
  • Business interruption: Work with your accountant to document lost income.
  • Multiple coverages: You may need to file under several policy sections.

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