Shut off the main water, check that the heat is working, photograph everything before you touch it, and report the claim right away. Water that sat for days has usually spread far, so get a water damage company in quickly to stop mold.
When you walk in
- Watch for hazards. Stay out of rooms where water is near outlets or the panel, and watch for sagging ceilings.
- Shut off the main water. See how to find it.
- Check the heat. If the furnace is off, don't restart it if it's been under water. Call an HVAC tech.
- Take photos and video of every room, the burst pipe, the thermostat setting and anything damaged.
- Report the claim and write down the claim number.
- Get drying started. After days of standing water, carpet, pad and lower drywall often have to come out.
What your insurer will ask
- Was the heat on, and at what setting? Policies often exclude freezing damage in a home left without heat unless the water was shut off and drained.
- How long were you gone, and did anyone check the house?
- When did you discover it?
Answer honestly and stick to what you know. Our guide on what to say when you report the claim helps.
Next time
See how to keep pipes from freezing, including the 55°F rule when you're away.
Common questions
Is a burst pipe covered if I was on vacation?
Usually yes, if you kept the heat on. Freezing damage is often excluded when a home was left unheated and the water wasn't shut off and drained.
What if the house was vacant for a long time?
Many policies limit coverage after a home has been vacant for a set period, often listed in the policy. Check the vacancy section.
Can I start cleaning before the adjuster comes?
Yes, after you've taken photos and video. Your policy expects you to prevent more damage.