Home Insurance Claim Tips

Home claims can get complicated. And every claim is different so there’s not one perfect way to go through a claim but, even so, we’ve seen over the years that there are better and worse ways to go through a claim. Here are some thoughtful tips for better ways of going through the claim process.

Make only urgent repairs before filing.

Most home insurance policies here in Oregon provide reimbursement for taking reasonable measures to prevent further loss. This is important because damages can get worse quickly and, whether you end up filing a claim or not, the less damage done the better.

To take a more common Oregon example, if a branch has punctured your roof, it’s probably better to go ahead and find someone who can safely clear the branch debris and tarp over the hole so that water doesn’t do additional damage while you take time to figure out repairs and next steps. (Take some photos along the way and keep those receipts!)

That said, the insurance company has a right to investigate and inspect the damage before you do the full repairs. So, if you’re going to file a claim, you want to bring the insurer into the process sooner rather than later and before initiating repairs.

Recovery is a Process.

The reality is that at the beginning of a claim, no one knows all the details. Even if the cause of the claim is something relatively straightforward such as an accidental fire, it still takes time to investigate, discover, and document the damages that need to be repaired. And sometimes more damages are discovered along the way.

Along these lines, remember that it is normal for a claim to change as more full information becomes available.

This is one reason claims adjusters are called “adjusters”, because they investigate the facts of a claim and make adjustments as new information is incorporated.

Own the Process.

Some people think that, since they have insurance, insurers and contractors will just rush around to take care of things. While this is an understandable thought and they should be responsive, the reality is that recovering from a claim is usually a longer-term process. It involves the investigation to gather the full information and it involves negotiating with several partners to speed along the recovery and repair process.

In this process, think of yourself as the owner–because you are!–and the project manager. Expect from the beginning that you will likely spend more time and energy than anyone in keeping the repair and restoration process moving along from start to finish. After all, it is your house.

You are the one who initiates the claim at the beginning, and you are the one who needs to understand the damages to your property and the extent of what your policy covers. Throughout the claim, you are the center of claim communication and the key decision-maker. At the end of the claim, you are the one who signs off on repairs with contractors, signs off on the settlement with the insurer, and you are the one who will live with the results.

No one cares as much as you about your house and stuff!

This may sound intimidating but remember that there are people along the way who do help and it is not all done at once; it’s a process.

Know your Property.

Be prepared to spend time understanding the value of your damaged property and the value of getting the repairs done.

Inventory & Document your Losses

Take Photos: this is a relatively quick way of capturing & communicating information that you can pull up later. The photos should try to capture the extent and nature of the damage as well as relevant information about the property that was damaged.

For personal property items, relevant information could include branding, serial numbers, or other info that helps establish the value of what was lost.

Keep Receipts: claims reps need to document what they’re sending checks out for.

There’s often not one perfect number so the more info you have to make a reasonable case for your value the better.

Make and double-check the inventory of personal property.

Even though some insurers will make an initial list or even cover the cost of a restoration company making an inventory list for you, the job is ultimately yours. While insurance policies do not compensate for sentimental value, there can be a wide range of value for household items so it’s a good idea to double-check it and make adjustments.

If they do help with the inventory process, they usually won’t document every single item. For example, you may have a bin of toiletries and cosmetics that they snap a photo of and label “bin of cosmetics,” and there may not be much of value in there, or, . . . maybe the bin contains expensive cosmetics and medicines.

The point is: no one knows your stuff like you do. This is especially critical when things were damaged or destroyed in a fire.

Selecting & arranging contractors for repairs is up to you.

Especially for a bigger claim, get a few quotes and find someone whom you’re comfortable will do a good job and in a timely manner. Spending some extra time up front to ensure you’re working with a good contractor is time well spent.

Although having financial support on the way from the insurer is a huge, huge help, there’s an awful lot the insurer cannot do for you. Here in Oregon, it is illegal for insurers to choose your contractors or repair companies (for good reasons). Though insurers can provide a list of vendors that are in their network (often with some benefits), the choice is yours and the contract for the work is between you and the contractor.

Tips for Communicating with the Insurer.

Claim departments have a responsibility to communicate with you promptly. That responsiveness can depend on a number of things. Sometimes the claims load can be higher. Sometimes the claims rep is waiting on a report from an adjuster or someone else. And occasionally, you’ll get a claim rep who isn’t responsive but should be.

Whatever the case, feel free to reach out. The squeaky wheel gets the grease.

Keep it Courteous.

When communicating with claims reps and adjusters (and they actually are people), being professional and courteous helps maintain the tone that you are fully engaged in the process and that you expect them to do likewise.

Ask Questions and Seek Clarification.

If something does not make sense to you, ask for a clarification and explanation. They should be able to provide you a rationale for their thoughts and decisions.

Feel free to challenge their explanations and probe into areas that don’t make sense to you. This exchange is important because it helps clarify questions up front and allows both you and your insurer to get on the same page as far as benefits and expectations.

It’s important to know that claim reps often handle claims in multiple states, sometimes they’re new, tired, or occasionally just plain wrong. If you think they’ve missed something, say it. Ask them to double-check things. Don’t be afraid to request a supervisor’s attention.

If you’re a writer type of person, you can write up your requests in an email and even ask for a response via email. This can slow things down a bit, but it also creates a record for both sides.

Know your Policy.

You’ve probably never read your home insurance policy but, take a deep breath, go ahead and read it. This may be intimidating but can be helpful in understanding the extent of your policy benefits.

Although most Oregon policies are less than thirty pages, the parts relevant to your claim will likely amount to a few pages or less. Use the Table of Contents to navigate to the sections that are most relevant to your claim. The policies define terms, identify the covered causes of loss, name exclusions, and specify what amounts of coverage are available.

If you can’t find your policy, you can request a hard-copy from your insurer.

Involve a Partner or Friend.

If you have a spouse, partner, close relative, or friend who you think is reliably thoughtful and a good listener, you can ask them to be present with you on phone calls or meetings.

You’re not asking them to do a good cop/bad cop with the claim rep, and you’re not asking them to be a badger for you. Even so, an extra set of eyes and ears can be invaluable particularly at the beginning of a claim when stress is high and details are swimming.

Just remember, you own the process not your friend.

Keep Notes on Your Home Insurance Claim.

Claims reps, adjusters, and contractors are taking notes, you should too.

Why have your own notes?

Sanity. Let’s face it, there will be a lot of details, and notes help keep them straight.

Notes also create a record of the explanations and clarifications you received from claim reps and adjusters. Sometimes you’ll deal with more than one claim representative and having good notes can prevent misunderstandings.

Additionally, taking notes helps set the tone for a professional interaction and indicates that you’re fully engaged in the process.

What should you note?

Four main things:

• When
• Whom
• The substance of your conversation
• Next steps

How should you make notes?

One simple way is to email yourself. Use a simple subject line such as “Claim Conversation with Jim,” and summarize your conversation. That way it’s dated, says who you spoke with, is easily searchable, and doesn’t get lost.

Another option is an older-fashioned device called a “notebook.” 🙂

Be present for the inspections.

You’re welcome to invite your contractor to be there as well. That way the contractor can ask questions, you can ask questions, and you can share rationale and expectations for what can happen, for what is not and is covered.

Talk With Your Agent.

Although agents don’t usually handle the details of the claims process and don’t have authority in the claims process, they can often be a valuable resource.

They deal with insurance language every day and should have a sense of the typical claims process. Moreover, they have access to the same claims representatives and supervisors that you do.