The First 24 Hours Matter Most
Whether it's a car accident, a burst pipe, a break-in, or storm damage, the actions you take in the first 24 hours have a big impact on how your claim goes. This guide walks you through exactly what to do.
Step 1: Make Sure Everyone Is Safe
If someone is injured, call 911 before you call your insurance company. Safety first, always.
For property damage, take reasonable steps to prevent further damage. Cover a broken window with a tarp, shut off the water if a pipe burst, move your car out of traffic after an accident. Document these steps — your carrier may reimburse you for reasonable emergency measures.
But don't make permanent repairs before your adjuster has seen the damage. Carriers need to document the damage as it happened.
Step 2: Document Everything Thoroughly
Before anything is cleaned up, repaired, or moved, take photos and video of everything. Be thorough — more is always better.
For property damage:
- Wide shots showing the extent of the damage
- Close-up shots of every damaged item
- Photos of the area where the damage originated (if known)
- Any notes, serial numbers, or receipts for damaged items if available
For auto accidents:
- Photos of all vehicles involved from multiple angles
- The other driver's insurance card, license, and license plate
- The names and phone numbers of any witnesses
- The police report number if law enforcement responded
Store these photos somewhere safe. Cloud storage, email to yourself, both.
Step 3: Notify Your Insurance Company Promptly
Call your insurance agent or the carrier's claims line as soon as possible. Most policies require "timely reporting" — waiting too long can give the carrier grounds to reduce or deny your claim.
What to have ready:
- Your policy number
- The date, time, and location of the incident
- A description of what happened
- Your documentation (photos, police report, etc.)
Get the claim number and the adjuster's name and contact information. Write it down.
If you're a Devil Insurance client, call us first at 844-967-5247. We'll help you navigate the process and make sure the claim is reported correctly.
Step 4: Understand What Your Policy Covers
This is where a lot of people get surprised. Not all damage is covered under all policies.
Common coverage gaps to know about:
- Flooding: Standard homeowners policies don't cover flood damage. You need separate flood insurance.
- Earthquake: Also typically excluded from standard homeowners policies.
- Sewer backup: Often excluded unless you added the endorsement.
- Maintenance issues: If your roof was 25 years old and leaked, a carrier may argue it's wear and tear, not sudden damage.
Review your policy's declarations page and coverage summary. If you're unsure what's covered, call your agent.
Step 5: Work With the Adjuster Professionally
The insurance company will assign an adjuster to your claim. Their job is to assess the damage and determine what the company owes you under your policy.
Tips for working with the adjuster:
- Be present at the inspection. Walk them through everything you want documented.
- Provide your documentation. Share your photos, videos, and any receipts for damaged items.
- Ask questions. Ask what the process is, what the timeline looks like, and what additional information they need.
- Get everything in writing. If the adjuster tells you something about coverage or the claim amount, ask for confirmation in writing.
Be professional and cooperative, but also be your own advocate. If you believe the adjuster missed something, speak up.
Step 6: Get Your Own Repair Estimates
Don't just accept the carrier's estimate of repair costs without checking it against the market.
For significant property damage, get 2–3 estimates from licensed contractors in your area. If the carrier's estimate is lower than market rates, you can dispute it and provide your own estimates as evidence.
For auto claims, you have the right to choose your own repair shop in most cases. Don't let the insurance company steer you to a shop you're uncomfortable with.
Step 7: Know When to Push Back
Insurance companies don't always get it right the first time. If you believe a claim was handled incorrectly, you have options.
First: Request a written explanation of the decision and ask what additional documentation would change the outcome.
Second: File a formal written dispute with the insurance company's claims department.
Third: If you're still not satisfied, contact your state insurance commissioner. In Arizona, that's the Arizona Department of Insurance and Financial Institutions. They take complaints seriously.
Fourth: Consider a public adjuster. For large claims, a public adjuster (someone you hire, not the carrier's adjuster) can assess the damage independently and negotiate on your behalf.
If you're a Devil Insurance client, call us at any point during this process. We know how claims work and we can advocate on your behalf.
Step 8: After the Claim — Review Your Coverage
Once a claim is settled, take a look at your policy with fresh eyes. Did you find gaps in coverage? Was your deductible higher than you expected? Did the claim reveal that your dwelling coverage was too low to cover current replacement costs?
This is the best time to have your agent review your policy and make sure you're protected for the next time something goes wrong.
The Takeaway
Filing an insurance claim doesn't have to be a nightmare. Document thoroughly, report promptly, work cooperatively with the adjuster, and don't be afraid to push back if the outcome isn't fair.
And if you have an independent agent like Devil Insurance in your corner, you're not doing any of this alone.
Questions about a claim or your coverage? Call 844-967-5247. We're here to help.