Stick to the facts you know: what happened, when you found it, what you did to stop it, and what's damaged. Don't guess at the cause or how long it was leaking, and write down your claim number and the name of everyone you talk to.
Before you call
Have your policy number, the date and time you found the water, and a few photos ready. If the water is still running, stop it first and start drying; the call can wait an hour, the water can't.
What to say
- What happened, in plain words. "A pipe under the kitchen sink burst" or "Water came through the ceiling during last night's storm."
- When you found it. The date and time you discovered the damage.
- What you've done. Shut off the water, called a water damage company, moved belongings, took photos.
- What's affected. Rooms, floors, walls, ceilings and belongings, in general terms.
What not to say
- Don't guess how long it's been leaking. "It's probably been dripping for weeks" can turn a covered claim into an excluded one. If you don't know, say you don't know.
- Don't guess at the cause. Let the plumber or the adjuster determine it.
- Don't downplay it. "It's just a little water" sticks in the file even after you find damage inside the walls.
- Don't agree to a recorded statement on the spot if you're not ready. It's reasonable to ask to schedule it.
Write everything down
Keep a simple claim log: the date, who you spoke with, what they said, and your claim number. Follow important calls with a short email that sums up what was agreed. That record matters if questions come up later.
Ask these questions
- What's my claim number, and who is my adjuster?
- When will the adjuster contact me or inspect?
- Is it OK to start drying and removing wet materials now? (The answer should be yes; your policy requires you to prevent more damage.)
- What's my deductible for this claim?
- Do I have coverage for additional living expenses if we have to move out?
Common questions
How soon do I have to report water damage?
Most policies require "prompt" notice. Report it the same day or as soon as you can. Late reporting is a common reason for problems.
Do I have to give a recorded statement?
Many policies require you to cooperate, which can include a statement. You can ask to schedule it so you can prepare and stick to facts you know.
Should I report it if it might be under my deductible?
It's worth getting an estimate first. Hidden damage often makes water claims bigger than they look on day one.