Working with your insurance company

Step 1

Start your claim

• Call your insurer or agent as soon as you can. Write down your claim number and your adjuster’s name, email, and phone.
• Ask for a full copy of your policy, including the declarations page. You’re entitled to it, and you’ll need it if your papers were lost.
• Ask about deadlines for filing your proof of loss and your contents inventory.
• Renters: your landlord’s insurance covers the building, not your belongings. Renters insurance covers your things and often temporary housing.

Step 2

Ask about additional living expenses

Most homeowners and renters policies include additional living expenses (ALE) or loss of use coverage. It pays the extra costs of living away from home: hotel or rental, extra food costs, mileage, laundry, and more. Ask how much is available, how long it lasts, and whether they’ll pay the hotel directly or reimburse you.

Step 3

Track everything

• Keep a claim log of every call: date, time, name, and what was agreed. Confirm important conversations by email.
• Save every receipt and keep copies of everything you send.
• Build a contents inventory room by room: item, brand, age, and replacement cost. Photos, bank statements, and online order history help.
• Know your coverage type. “Replacement cost” pays to replace items new (often after you buy them). “Actual cash value” subtracts depreciation.
• Checks may include your mortgage company as a co-payee for structure repairs. Call your lender early to learn its process.

Step 4

Understand who you’re working with

• Your insurer’s adjuster works for the insurance company and doesn’t charge you.
• A public adjuster works for you and usually charges a percentage of your settlement. If you hire one, make sure they’re licensed in your state (check with your state insurance department) and read the contract carefully.
• Restoration contractors should give you written estimates. Be cautious about signing over your insurance benefits (sometimes called an “assignment of benefits”) before you understand what it means.

Step 5

If you disagree with your insurer

• Ask for the decision and the reason in writing, including which part of the policy it’s based on.
• Send your own estimates, photos, and receipts, and ask them to reconsider.
• Ask whether your policy has an “appraisal” process for disputes over value.
• File a free complaint with your state insurance department. Find yours on your state resources page.
• Consider free legal aid, or talk to an attorney about your rights.