Documenting Water Damage for an Insurance Claim in Katy

Safety comes before records

Do not step into standing water if outlets, cords or appliances are near it. Turn off power to the affected area only if you can reach the panel without touching anything wet. If you smell gas, leave and call 911. Water from a sewer line or from outdoor flooding is unsafe to handle. Photograph it from a safe spot and wait for guidance.

The first call to your insurer

It usually works better to call early, then keep documenting. The Texas Department of Insurance (TDI) advises telling your company as soon as possible, because policies carry deadlines for filing. Some are a year, but yours may differ, so read yours.

When you call, write down:

• The date and time of the call
• The name of the person you spoke with
• Your claim number once it is assigned
• What they asked you to do next

Ask these questions, and note the answers:

1. What is the deadline to file, and what is the deadline to submit a proof of loss, if one is required?
2. Does my policy require me to protect the property from more damage, and what repairs are allowed before an adjuster visits?
3. Who is my adjuster, and how do I reach that person?
4. What is my deductible for this type of loss?
5. Do I have replacement cost or actual cash value coverage for the home and for belongings?

What the mitigation duty means

Most policies expect you to take reasonable steps to keep damage from getting worse. In plain terms, that means stopping the source if you safely can, removing standing water, and getting wet materials drying. TDI's claim tips say to make only temporary repairs to protect the house and belongings, and to hold off on permanent repairs until the insurer has seen the damage.

Drying is time sensitive. The EPA says to dry water-damaged materials within 24 to 48 hours to limit mold. So you may need to start drying before an adjuster can arrive. That is why your own records matter. They stand in for what the adjuster cannot see in person.

A documentation checklist

Photos and video

Take them before you move, clean or throw out anything.

• Start wide. Walk each affected room and capture all four walls, the ceiling and the floor.
• Move to close-ups of stains, bubbling paint, warped flooring, wet insulation and swollen cabinets.
• Photograph the source: the split hose, the failed water heater, the leaking joint, the roof opening.
• Record a slow video while you narrate the room, what happened and when you noticed it.
• Photograph the water line or stain line on walls and furniture.
• Take pictures from the same spots on each day of drying, so progress is visible.

Phone photos carry a date and time in their data. Do not edit them, and back them up.

A room-by-room inventory

Make a list of damaged belongings by room. For each item, note what it is, the brand if you know it, the approximate age, where you bought it and what it would cost to replace. Serial numbers from electronics and appliances help. FEMA's flood insurance site also advises recording serial numbers and keeping small samples of damaged materials, such as a piece of carpet, until the claim is settled. TDI also says to include small items such as kitchen utensils and bathroom accessories when a form asks for a list.

If you are unsure what to keep, ask the adjuster before discarding bulky items. Throw away anything unsafe, like spoiled food or soaked items that pose a health risk, after you have photographed them.

A moisture and drying log

A restoration company usually checks moisture with meters and records the readings. Ask the pro for a copy. If you are drying on your own, keep a simple table like this:

The point is a dated trail showing the damage was addressed. Consumer meters are not the same as professional tools, so label what you used.

Receipts and costs

Keep every receipt. That means plumbing repairs, fans or dehumidifiers you bought, hotel nights and meals if you cannot stay home, and storage costs for belongings. If your policy has additional living expense coverage, TDI describes it as covering rent, food and other costs you would not have if you were still living in the home when the damage is a covered loss. Save the paperwork either way.

The adjuster visit

An adjuster may visit in person or look at pictures. TDI suggests you try to be there so you can point out the damage, and that having your contractor with you can help, because a contractor can talk through estimates and scope with the adjuster.

Before the visit, have your photos, inventory, moisture log and plumber's report ready, and write down the adjuster's name, phone and email.

After the visit, ask for the adjuster's written estimate or scope, and ask when you should expect a decision. If the damage turns out worse than first thought, TDI says you or your contractor can talk to the adjuster about raising the estimate.

Scope versus estimate

These two words get mixed up, and the difference matters.

• A scope of work lists what needs to be done: remove this flooring, dry these rooms, replace this section of drywall, treat these surfaces.
• An estimate puts prices on that work.

The insurer's estimate may not match a contractor's. When they differ, line the two documents up and look for the reason. A missing room, a different flooring grade or an unlisted step is common. TDI suggests getting estimates from more than one contractor, showing them the insurer's estimate and talking with the insurer about differences. Do not sign anything with blank spaces. If you choose a restoration company, ask for its documents in writing, and compare them to your own records.

Timelines to ask about

Texas sets deadlines for how insurers handle claims, and TDI publishes them. Its published steps cover how quickly the company must acknowledge a claim, how long it has to accept or deny one after getting what it needs, and how long it has to pay. Some deadlines can be extended, and TDI says they can run longer after a major weather disaster. Rather than rely on a number from a guide like this one, open the TDI pages in the Sources list, then ask your insurer which dates apply to you. If a claim is denied, the company must tell you why in writing.

Public adjusters, in general

Some homeowners hire a public adjuster to negotiate a claim. TDI describes them as licensed by TDI, working for you and not the insurer, and charging fees. It says to understand the fee and the contract before signing. TDI also lists limits. For example, a public adjuster cannot act as your contractor or give legal advice.

Before you sign with anyone, ask TDI's Help Line whether the person is licensed and whether complaints or disciplinary actions exist. This is an option to understand, not a recommendation. Katy Water Pros does not refer public adjusters.

If you need drying help while the claim moves

Keeping records and getting the home dry can happen at the same time. For a closer look at what drying involves, see our page on water damage restoration in Katy or the page for Cinco Ranch homes. For what to do in the opening hours, read the guide on the first 24 to 48 hours. For coverage basics, see homeowners insurance and water damage in Texas.

When you are ready, request help and we work to match you with an independent restoration company that can talk through drying and paperwork. Ask the pro to share moisture readings and photos in writing so you can pass them to your insurer.

Sources

• Texas Department of Insurance, home insurance guide: tdi.texas.gov/pubs/consumer/cb025.html
• Texas Department of Insurance, steps to getting a claim paid: tdi.texas.gov/tips/getting-your-insurance-claim-paid.html
• Texas Department of Insurance, public adjusters: tdi.texas.gov/tips/public-adjusters.html
• FloodSmart (FEMA), how to document damage: floodsmart.gov/recover/document-damage
• U.S. Environmental Protection Agency, mold: epa.gov/mold

This is general information. Your policy, your home and your claim are specific to you.