What Should I Do After a Home Insurance Claim?
Discovering damage to your home can be stressful, especially when you're not sure what you should do first. Whether you've discovered a burst pipe, water damage, fire, storm damage, a break-in or another type of loss, there are some important steps you can take to protect yourself and prevent the damage from getting worse.
The general order is:
Stay safe → Mitigate the damage → Document everything → Don't throw anything out
→ Report the loss → Work with the adjuster → Complete the repairs
Every claim is different, and the steps you need to take will depend on what happened and the type of damage involved.
Make Sure Everyone Is Safe
Your first priority after discovering damage should always be the safety of everyone in the home.
Depending on what happened, this could mean:
Leaving the property if it is unsafe
Calling 911 if there is an immediate danger
Staying away from exposed electrical wiring
Avoiding standing water if there could be an electrical hazard
Not entering areas with significant structural damage
Following instructions from emergency personnel
Don't put yourself at risk trying to protect the property. Insurance can be dealt with afterward.
Mitigate the Loss
Once everyone is safe, take reasonable steps to prevent the damage from getting worse. This is often referred to as mitigating the loss.
For example, if you discover a burst pipe, you may need to shut off the water supply and arrange for emergency water extraction. If a window has been broken, you may need to have the opening secured to prevent further damage or weather exposure.
Depending on the situation, mitigation could include:
Shutting off the main water supply
Stopping a leak if it can be done safely
Removing standing water
Arranging emergency water extraction
Boarding up a broken window or door
Taking temporary measures to protect the home from further weather damage
Moving undamaged belongings away from an affected area
The goal is to prevent the loss from getting worse, not to start permanently repairing the property.
Only necessary emergency or mitigation repairs should generally be completed before reporting the claim. Permanent repairs should generally wait until you've contacted the insurer and the damage has been assessed.
If you're unsure whether something needs to be done immediately, contact your insurance company or broker for guidance.
Document the Damage
Before extensive cleanup begins, take photos and video of the damage whenever it is safe to do so.
Try to capture:
Wide photos of affected rooms
Close-up photos of the damage
The apparent source of the damage
Damaged floors, walls, ceilings and other building components
Damaged belongings
Any emergency work you've already completed
A short video walkthrough can also be useful.
Don't worry about taking professional-quality photographs. The goal is simply to create a record of what happened and what was damaged before things are cleaned up or repaired.
Don't Throw Anything Out
It can be tempting to start throwing damaged belongings and materials away immediately, particularly after a water loss.
Don't throw damaged items out unless they need to be removed because of a health or safety concern or you've been instructed to dispose of them.
Damaged belongings and building materials may be important to the claims process, and the adjuster may want to inspect them.
Before disposing of something, photograph and document it as thoroughly as possible. If something has to be removed because it creates a health or safety hazard, keep photos, receipts and records relating to its removal where possible.
This can be particularly important with water damage, where damaged flooring, drywall, furniture and other materials may need to be removed quickly to prevent further damage.
Keep Your Receipts
Keep receipts and records for expenses related to the loss.
Depending on the circumstances, this could include:
Emergency plumbing
Water extraction
Temporary repairs
Board-up services
Cleaning
Storage
Temporary accommodation
Additional food expenses
Transportation
Other expenses resulting from the loss
Keeping a receipt doesn't automatically mean the expense is covered by your policy. Your insurer will determine which expenses are covered based on your policy and the circumstances of the loss.
Report the Loss
Once everyone is safe and you've taken reasonable steps to prevent further damage, report the loss to your insurance company as soon as reasonably possible.
Depending on the insurer, you may report the loss directly to the insurance company's claims department or have your broker assist you with the process.
You can find links to the insurance companies I work with on my Insurance Companies page.
When reporting the loss, provide as much information as you can, including:
When the damage occurred or was discovered
What happened
What caused the damage, if known
What areas of the property are affected
Whether the home is still habitable
What emergency or mitigation steps you've taken
Any photos or video you've taken
Don't worry if you don't have every answer. Report the loss and provide the information you have. The insurer's claims team can guide you through the next steps.
What Is an Insurance Adjuster?
After a claim is reported, the insurance company will generally assign an adjuster to handle the claim.
The adjuster may:
Investigate what happened
Review the policy
Assess the damage
Determine what coverage may apply
Inspect the property
Establish the scope of the claim
Coordinate with restoration professionals where appropriate
Work toward resolving the claim
Your broker can help you understand your policy and answer questions about your coverage, but the insurance company's claims department and adjuster generally handle the claim itself.
What Is Actually Covered?
One of the most important questions in a claim isn't just “What was damaged?” It's also “What caused the damage?”
Home insurance generally responds to sudden and unforeseen loss or damage caused by an insured peril. It isn't intended to cover maintenance, wear and tear, deterioration or damage that was expected or reasonably foreseeable.
For example, if a pipe is known to be damaged or deteriorating and continues to be used until it causes water damage, the resulting loss may not be covered because the damage was not unforeseen. On the other hand, a sudden and unforeseen escape of water may be covered depending on the policy and the circumstances.
This is why the circumstances leading up to a loss can be just as important as the damage itself.
Even when a loss is covered, the cause of the loss and the resulting damage can be treated differently. A policy may cover resulting damage while excluding the failed component itself.
Coverage can depend on:
The cause of the loss
The resulting damage
Policy wording
Exclusions
Deductibles
Coverage limits
Optional coverages and endorsements
Water damage is a particularly good example because the source of the water can make a significant difference.
For more information, see my articles on Sewer Backup and Overland Water.
Should I Make a Claim for Every Loss?
Home insurance is designed to respond to sudden and unforeseen loss or damage caused by an insured peril, rather than routine maintenance, wear and tear or gradual deterioration.
It is also primarily intended to protect you from significant losses that could be difficult to pay for yourself. Your deductible is the portion of a covered loss that you're responsible for before the insurance coverage responds.
For example, if you have a $1,000 deductible and a covered loss causes $600 in damage, the damage is below your deductible and there would generally be no insurance payment.
If the damage is only slightly above your deductible, you may also want to consider whether making a claim is the right choice for your situation.
For example, if you have a $1,000 deductible and a covered loss is expected to cost $1,300 to repair, you may decide that paying for the repair yourself makes more sense than submitting a claim. Depending on the insurer and your policy, having a claim on your record could affect your claims history or claims-free discount.
However, don't avoid reporting a loss simply because you're concerned about your premium or claims history. Some losses can develop into much larger claims, and your policy may contain requirements about reporting losses.
If you're unsure, it's worth discussing the situation with your broker or insurance company before deciding how to proceed.
Emergency Repairs vs. Permanent Repairs
There can be an important difference between emergency repairs and permanent repairs.
Emergency or mitigation work is intended to prevent the damage from getting worse. This may include extracting water, securing a broken window or making a temporary repair to a roof.
Permanent repairs are intended to restore the property after the loss. This could include replacing drywall, flooring, cabinets or other damaged building components.
Because permanent repairs can affect the scope and cost of a claim, it's generally best to speak with the insurer and allow the damage to be assessed before beginning major permanent repairs.
Working With Restoration Companies and Contractors
Depending on the type of claim, your insurance company may work with a restoration company or contractor to clean up the damage and restore the property.
The process can vary between insurance companies and claims.
Before work begins, make sure you understand:
Who is arranging the work
What work has been approved
What the contractor is responsible for
What you are responsible for
Whether any requested upgrades are outside the scope of the claim
If you have questions about the work being proposed, ask your adjuster before proceeding.
What If You Can't Live in Your Home?
A significant insured loss can sometimes make a home temporarily uninhabitable.
Your policy may include Additional Living Expenses, sometimes referred to as ALE, to help with certain additional costs while your home is being repaired.
Depending on the policy and circumstances, this could include things such as:
Temporary accommodation
Additional food costs
Transportation
Laundry
Other necessary additional living expenses
The word additional is important. The coverage is generally intended to address expenses you wouldn't normally have while living in your home.
Coverage is subject to the policy's terms, conditions and limits, so keep your receipts and ask your adjuster which expenses are covered.
What Happens to My Belongings?
If your personal belongings have been damaged or destroyed, the insurer may ask you to prepare an inventory.
For each item, it can be helpful to provide:
A description
Brand and model
Approximate age
Purchase information
Replacement cost
Receipts
Photos
Serial numbers, where available
This is one reason having a home inventory before a loss can be so useful. After a major claim, trying to remember everything you owned can be difficult.
For more information about documenting valuable belongings, see my article on Valuables.
Improvements, Betterments and Upgrades
For a detached homeowner, a claim generally involves restoring the home and its contents following a covered loss. For a condo owner, there can be another consideration: improvements and betterments.
These are upgrades or changes made to a condo unit beyond what was originally provided, such as:
Upgraded flooring
Custom cabinetry
Renovated kitchens or bathrooms
Upgraded countertops
Built-in features
Other improvements made to the unit
There can be a difference between what the strata corporation's insurance covers and what you've added or upgraded inside your unit.
If you're making a claim after a loss, don't assume the strata's insurance will automatically cover everything inside your unit. Your own condo policy may provide coverage for improvements and betterments, subject to the policy wording and limits.
If you've renovated or significantly upgraded your condo, it's worth reviewing your coverage to make sure those improvements are properly accounted for.
For more information, see Do I Need Condo Insurance?
It's also important to remember that restoration isn't necessarily the same thing as renovation. If you want to make upgrades beyond what was there before the loss, the additional cost may not automatically be covered by your insurance.
What If More Damage Is Discovered?
Sometimes additional damage isn't obvious until cleanup or repairs begin.
For example, water may have travelled behind walls or underneath flooring, and the extent of the damage may not be known until affected materials are removed.
If additional damage is discovered, document it and communicate it to the adjuster.
Don't simply assume that newly discovered damage is covered or proceed with significant additional work without discussing it with the insurer.
The scope of the claim may need to be reassessed.
What Happens When the Claim Is Settled?
Once the damage has been assessed and the claim has been resolved, the settlement may involve different things depending on the type and size of the loss.
This could include:
Repairs to the home
Replacement of damaged belongings
Payments to contractors
Cash settlements
Replacement-cost payments
Depreciation considerations
An initial payment doesn't necessarily mean every part of the claim is finished. Some repairs, replacement items or other aspects of a claim may continue to be dealt with as the work progresses.
Will Making a Claim Increase My Insurance Premium?
A claim can potentially affect your future insurance premium or your ability to obtain coverage, but there isn't a universal rule that making one claim automatically means your premium will increase.
Insurance companies may consider factors such as:
Your claims history
The frequency of claims
The type of claim
The severity of the loss
The overall risk associated with the property
Different insurers have different underwriting guidelines.
If you're concerned about how a claim could affect your future insurance, it's worth discussing the situation with your broker before deciding whether to submit a claim when the circumstances allow.
For more information about the factors that can affect home insurance premiums, see Why Did My Home Insurance Go Up?
What If My Claim Is Denied?
If your insurer tells you that some or all of your claim isn't covered, ask questions and make sure you understand the reason.
You can:
Ask the adjuster why the claim or portion of the claim isn't covered
Ask which policy wording applies
Ask the adjuster to explain the decision
Speak with your broker about the coverage
Ask the insurer about its complaint or dispute-resolution process if you disagree with the decision
A claim denial doesn't necessarily mean the insurance company has handled the claim incorrectly. Sometimes the cause of the loss simply isn't covered by the policy, or an exclusion or limitation may apply.
Understanding the reason for the decision is an important first step.
Review Your Insurance After a Claim
A significant claim can be a good reason to review your insurance coverage.
Depending on what happened, you may want to review:
Building coverage
Contents limits
Deductibles
Water coverage
Optional coverages
Valuable items
Replacement cost
Additional Living Expense limits
If the claim results in renovations, upgrades or other significant changes to the property, talk to your broker before the work begins so your insurance can be reviewed and updated if necessary.
James' Insurance Tip
Take photos and video of your home and belongings before you ever have a claim.
It's much easier to document what you own while everything is intact than trying to remember everything after a fire, water loss or other major event.
For expensive items, keep receipts, serial numbers and other documentation somewhere you can access even if you can't get into your home.
The Bottom Line
When something goes wrong at home, it can be difficult to know what to do first.
Start with the basics:
Stay safe.
Stop the source of damage if you can safely do so.
Take reasonable steps to prevent further damage.
Document everything.
Don't throw damaged items away unless necessary for safety or instructed to do so.
Keep your receipts.
Report the loss as soon as reasonably possible.
Ask questions if you don't understand the claims process or your coverage.
Every claim is different, and the coverage available will depend on your policy and the circumstances of the loss. When in doubt, ask your insurance company or broker before making major decisions about the property or repairs.
Frequently Asked Questions
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Make sure everyone is safe first. Once it is safe to do so, take reasonable steps to prevent the damage from getting worse, such as shutting off the water supply or securing a broken window. Take photos and video before extensive cleanup, and report the loss to your insurance company as soon as reasonably possible.
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If it is safe to do so, shutting off the water supply can help prevent further damage. You may need to shut off the main water supply or another accessible shut-off valve. If you're unsure where the leak is coming from or there is an electrical hazard, don't put yourself at risk.
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You should take reasonable steps to mitigate the loss and prevent further damage, but only necessary emergency or mitigation repairs should generally be completed before reporting the claim. Document the damage with photos and video where possible, and contact your insurance company or broker as soon as reasonably possible. Permanent repairs should generally wait until the damage has been assessed.
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Generally, no. Don't throw damaged belongings or building materials away unless they need to be removed because of a health or safety concern or you've been instructed to dispose of them. Photograph and document damaged items before disposing of them whenever possible, as the adjuster may need to inspect them.
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It's a good idea to photograph and video the damage before extensive cleanup or repairs begin, provided it is safe to do so. Take wide photos of affected areas as well as close-ups of individual items and building damage. If you have already started cleaning up because of an emergency, document what you can and keep records of the work completed.
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An insurance adjuster is responsible for investigating and handling an insurance claim on behalf of the insurance company. The adjuster may assess the damage, review the policy, determine what coverage may apply, establish the scope of the claim and work with restoration professionals. Your broker can help you understand your coverage, but the insurer's claims department and adjuster generally handle the claim itself.
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Additional Living Expenses, sometimes called ALE, can help cover certain additional costs if an insured loss makes your home temporarily uninhabitable. Depending on your policy, this could include temporary accommodation, additional food costs, transportation or other necessary expenses. Coverage is subject to the terms, conditions and limits of your policy.
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It may, if the home is uninhabitable because of a covered loss and your policy includes Additional Living Expenses coverage. The coverage generally applies to additional costs you wouldn't normally have while living at home, and is subject to the policy's terms and limits. Keep your receipts and ask your adjuster which expenses are covered.
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The answer can depend on the insurance company, the claim and the circumstances. Some insurers may work with preferred contractors or restoration companies, while you may have other options depending on the situation. Before permanent work begins, make sure you understand what has been approved, who is responsible for the work and what costs, if any, you would be responsible for.
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It depends on the circumstances. If a covered loss is only slightly above your deductible, you may decide that paying for the repair yourself makes more sense than submitting a claim. A claim can become part of your claims history and may affect future premiums or eligibility with some insurers.
However, don't avoid reporting a loss simply because you're concerned about your claims history. Some losses can develop into larger claims, and your policy may have requirements around reporting losses. If you're unsure, discuss the situation with your broker or insurance company before deciding how to proceed.
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A claim can potentially affect your future insurance premium, but there isn't a universal rule that making a claim automatically means your premium will increase. Insurers may consider your claims history, the frequency and type of claims, the severity of losses and other factors when determining future pricing or eligibility.
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If some or all of your claim is denied, ask the adjuster to explain why and which part of the policy applies. Your broker can also help you understand the coverage. If you disagree with the decision, you can ask the insurer about its formal complaint or dispute-resolution process.
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There isn't a standard timeframe for every claim. A small claim may be resolved relatively quickly, while a major loss involving extensive repairs, contractors or additional damage can take considerably longer. The timeframe can depend on the cause and severity of the loss, the extent of the damage, availability of contractors and how quickly the necessary work can be completed.
Need Insurance Advice?
Insurance information is a great starting point, but every person, family, home, and business has unique insurance needs.
If you have questions about your current coverage, are approaching your renewal, or simply want a second opinion, I'd be happy to help you understand your options and determine whether your coverage still meets your needs.
I work with multiple insurance companies to help clients find coverage that fits their situation, not just the lowest price.
📍 Proudly serving Langley, the Fraser Valley, Metro Vancouver, and clients throughout British Columbia and Alberta.
About the Author
James Kramer is an independent insurance advisor with more than a decade of experience helping individuals, families, and business owners protect what matters most.
He provides general insurance, including Home, Auto, ICBC Autoplan, Business, Travel, and Specialty Insurance, throughout British Columbia and Alberta, as well as independent life insurance solutions across British Columbia.
Through the Insurance Learning Centre, James shares practical insurance advice, explains common coverage questions, and helps Canadians better understand their insurance so they can make informed decisions with confidence.
Disclaimer
The information provided in this article is intended for general informational purposes only and should not be considered insurance, legal, or financial advice.
Insurance products, policy wordings, coverage options, eligibility, and availability vary by insurer and province. Always review your own policy and consult a licensed insurance advisor regarding your specific circumstances before making insurance decisions.