Homeowner and renter guide
Theft or vandalism
Secure people and the property without disturbing evidence. Build a careful inventory from records rather than memory alone.
Safety comes before documentation
Avoid confrontation. Follow law-enforcement instructions before disturbing the scene, then secure openings with qualified help.
Start here
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16-step recovery path
Work the next decision, not the whole claim at once
Steps overlap. Return to an earlier step when new facts appear. Each step separates property work from insurance questions and names the record that moves the decision forward.
- 01
Make sure everyone is safe
Decision: Can everyone enter and stay safely, and who is qualified to decide?
Property and work
Follow official and qualified professional restrictions. Do not enter standing water, unstable structures, damaged electrical areas, contaminated spaces, or other unsafe conditions.
Questions for the insurer
Report actual restrictions and urgent needs. Do not delay emergency safety action while waiting for a coverage response.
Before moving on
You know who can assess each hazard, what areas remain restricted, and who owns the next safety decision.
Actions and records for this step
- Confirm a safe place for household members and pets.
- Record access restrictions and the person or agency that issued them.
- Photograph conditions only from a safe location.
- 02
Cover tonight and the basics
Decision: Which rooms and essentials are unusable, and what must be arranged today?
Property and work
List unusable rooms, utilities, clothing, food, medication, pet needs, and the facts that make the home impractical or unsafe.
Questions for the insurer
Ask what information is needed to evaluate temporary living costs, essential purchases, housing, approvals, and any advance. Your policy and facts control.
Before moving on
You have a practical plan for the next night or two and written questions about how extra costs will be handled.
Actions and records for this step
- Keep receipts for extra costs, separated from normal household spending.
- Record the date displacement began and every housing approval.
- Ask for instructions in writing before making a long commitment when possible.
- 03
Stop further damage without losing evidence
Decision: What emergency work is necessary now, what was authorized, and who is expected to pay?
For this loss: After law enforcement releases the scene, document emergency locks, glazing, doors, board-up, and other security work separately from permanent repairs.
Property and work
Ask the emergency company to explain affected areas, urgent protection, removals, equipment, and the records it will create. Emergency work is not the same as a rebuild agreement.
Questions for the insurer
Notify the insurer promptly and ask about inspection or evidence needs. Keep every signed authorization and itemized charge.
Before moving on
Immediate protection is separated from later repair decisions, with a written scope and a clear record of who requested the work.
Actions and records for this step
- Photograph before work when safe.
- Save the signed authorization, daily logs, readings, invoices, and removed-item records.
- Do not authorize broad repair work because emergency access was approved.
- 04
Open one claim record
Decision: What happened, who is assigned, and what is the next written deadline?
Property and work
Keep a dated chronology of discovery, observed damage, emergency actions, and qualified findings. Distinguish what you saw from what another person concluded.
Questions for the insurer
Get the claim number, assigned contact, complete policy and endorsements, submission instructions, and stated deadlines.
Before moving on
You can identify the next action, its owner, the supporting record, and the response date.
Actions and records for this step
- Create folders for photos, estimates, receipts, reports, and messages.
- Confirm important phone discussions by email.
- Do not guess at cause or timing when the facts are still unknown.
- 05
Map the questions to the policy
Decision: Which requests involve the building, belongings, living costs, emergency services, limits, or exclusions?
Property and work
Separate the physical work and expenses into clear categories before comparing them with claim responses.
Questions for the insurer
Ask what coverage is being evaluated, applicable limits or sublimits, deductible, valuation method, endorsements, exclusions, and what remains undecided. A general explanation is not a decision on your loss.
Before moving on
Each open request has a category, an unanswered question, and a fact or document that could change the answer.
Actions and records for this step
- Make a written question list.
- Compare the declarations, policy, and endorsements.
- Request policy wording and the facts used for any written decision.
- 06
Record rooms and belongings
Decision: Can each affected room and item be traced before it changes location or condition?
For this loss: Build the inventory room by room using prior photos, receipts, manuals, email orders, bank records, serial numbers, and witness knowledge. Mark uncertain details.
Property and work
Use wide, medium, and close photographs. Inventory by room, including condition, make, model, age, ownership evidence, pack-out location, salvage decision, and disposal status when known.
Questions for the insurer
Ask what evidence is needed before cleaning, moving, discarding, or replacing property and how belongings will be valued.
Before moving on
Every affected room and item can be tied to a photo or list and its current location or disposition.
Actions and records for this step
- Do not discard items only because they look dirty or damaged unless safety requires it.
- Keep pack-out, storage, cleaning, and disposal records.
- Label unknown details rather than filling them with guesses.
- 07
Prepare for the inspection
Decision: What was inspected, what was inaccessible, and what is still unknown?
Property and work
Prepare a room, system, and contents list. Include adjacent areas, concealed spaces, utilities, and conditions that may not be visible during a short visit.
Questions for the insurer
Ask who is inspecting, the purpose of the inspection, what testing or measurements were used, and when the written scope or report will arrive.
Before moving on
Open questions are written down with an owner and a date for the next response.
Actions and records for this step
- Attend when allowed and take your own notes.
- Request the report and measurement basis.
- Promptly identify rooms or systems that were not addressed.
- 08
Understand cleaning, drying, and removal
Decision: What stays, what goes, and how will completion be checked?
Property and work
Separate protection, extraction, drying, cleaning, removal, repair, storage, disposal, testing, and clearance. Ask for the method and completion criteria for each.
Questions for the insurer
Ask how emergency charges, equipment, testing, and completion records should be documented and evaluated.
Before moving on
You know the planned treatment for each area, who checks completion, and what record will prove the result.
Actions and records for this step
- Keep daily logs, readings, equipment dates, photos, and itemized invoices.
- Record written changes to the plan.
- Do not let removed work disappear from the reconstruction scope.
- 09
Read the estimate against the work
Decision: Does each room, task, quantity, material, and finish match the documented condition?
For this loss: Keep stolen contents, building vandalism, cleanup, and security upgrades separated so each can be evaluated on its own facts.
Property and work
Read line by line before comparing totals. Mark each task included, omitted, pending, duplicated, or disputed, and note the source document for your conclusion.
Questions for the insurer
Ask about omitted work, depreciation, taxes, overhead and profit, deductible, prior payments, and items still under review. These depend on the estimate, policy, and facts.
Before moving on
Every material task has a reason, quantity, source, and current status.
Actions and records for this step
- Build a room-by-room comparison table.
- Use the latest dated version of each estimate.
- Ask for revisions and explanations in writing.
- 10
Choose a contractor and read the agreement
Decision: Are scope, credentials, responsibilities, changes, schedule, and payment terms clear?
Property and work
Compare written proposals. Check licensing and insurance where relevant, protection, cleanup, exclusions, schedule, warranty, and the change-order process.
Questions for the insurer
Ask what work has been evaluated and how payments are issued. Contractor selection and claim approval are separate questions.
Before moving on
The signed agreement states what is included, what is excluded, who owns each responsibility, and how changes are priced.
Actions and records for this step
- Read before signing and resist same-day pressure.
- Keep every proposal, contract version, and change order.
- Do not assume a contractor's price confirms insurance payment.
- 11
Reconcile the estimate and check
Decision: Why does the payment differ, and what document or event may release another amount?
Property and work
Build a ledger with estimate version, approved amount, payment, deductible, depreciation, prior payments, lender involvement, invoices, and unresolved gaps.
Questions for the insurer
Ask what the check represents, what is held back, what conditions apply to later payments, and what limits or disputed items remain.
Before moving on
Every amount is tied to a category and you know the stated requirement for the next payment.
Actions and records for this step
- Do not infer coverage from the check alone.
- Keep payment letters and lender correspondence.
- Reconcile cumulative payments, not only the latest check.
- 12
Plan repairs, selections, and approvals
Decision: What sequence, permit, selection, lead time, or approval controls the next date?
Property and work
Write the sequence for permits, selections, ordering, inspections, protection, demolition, rebuilding, testing, and return to the home.
Questions for the insurer
Ask which code items, upgrades, substitutions, or added work need separate review and what supporting record is requested.
Before moving on
Dependencies, selections, approvals, and realistic dates are written down.
Actions and records for this step
- Approve selections and substitutions in writing.
- Track delay reasons and responsible parties.
- Keep permits, inspection records, and revised schedules.
- 13
Document hidden damage and changes
Decision: What new condition appeared, and can it be recorded before it is covered?
Property and work
Pause before concealment when safe and practical. Photograph, measure, describe cause indicators, and obtain a written added-work proposal.
Questions for the insurer
Notify the assigned contact and ask whether another inspection or specific evidence is required before the area changes.
Before moving on
The condition, proposed change, decision owner, and response date are documented.
Actions and records for this step
- Maintain a change-order and supplement log.
- Preserve removed material when safe and useful.
- Keep revised scopes, estimates, and written responses together.
- 14
Walk the work before calling it finished
Decision: Does completed work match the agreement and operate normally?
Property and work
Walk the scope safely, compare materials and finishes, test ordinary operation, and identify defects or incomplete items.
Questions for the insurer
Ask which completion documents remain and how withheld amounts or open claim items are handled.
Before moving on
A dated punch list names each remaining item, owner, and due date.
Actions and records for this step
- Photograph completed work and open items.
- Keep permits, warranties, manuals, and final inspection records.
- Do not call work complete only because the crew left.
- 15
Reconcile the whole file
Decision: What is paid, pending, disputed, incomplete, or no longer pursued?
Property and work
Reconcile repairs, belongings, storage, temporary living costs, invoices, stored items, and unresolved physical conditions.
Questions for the insurer
Ask for a final claim summary, payment status, remaining requested records, and any written closure items.
Before moving on
Your ledger and document index explain the status of every major request and amount.
Actions and records for this step
- Request a final written summary.
- Calendar remaining deadlines.
- Keep the complete file after work and payments end.
- 16
Get the right help for an unanswered question
Decision: Is the problem technical, estimate-related, safety-related, process-related, or legal?
Property and work
Match the question to the right person: a qualified building or restoration specialist for conditions, an estimate reviewer for scope and line items, a safety professional for hazards, or a lawyer for legal advice.
Questions for the insurer
Ask for a written explanation, supporting policy language, facts relied on, and the available review or consumer-assistance process.
Before moving on
You can state one unresolved question, the supporting record, the decision needed, and the deadline.
Actions and records for this step
- Prepare a one-page chronology and document index.
- Keep a concise list of questions and prior answers.
- Do not upload private claim documents to this education hub.
What to gather next
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After the free guide
Have an estimate and want a second set of eyes?
The $99 Gap Snapshot is an optional, focused review of one estimate. It explains what is included and what is missing or still needed, with adjuster emails and word scripts for you to use. It is not legal advice, a coverage decision, negotiation, or a repair bid. Education here stays free.