What to Do After a Home or Auto Insurance Loss

The first steps after an accident or property loss can affect safety and make the insurance process easier to document. Every situation is different, so follow emergency instructions and the specific directions provided by your carrier.

Put safety first

Call emergency services when anyone is injured, there is a fire, traffic is blocked, utilities are damaged, or the location is unsafe. Do not enter a damaged building until authorities say it is safe. Avoid downed wires, standing water near electrical sources, smoke, unstable structures, and hazardous materials.

Prevent additional damage when safe

Policies commonly require reasonable steps to protect property from further damage. Examples may include moving a vehicle out of traffic when permitted, covering a damaged opening, shutting off water, or arranging emergency mitigation. Do not take actions that put anyone at risk.

Keep receipts and records for emergency work. Avoid permanent repairs until the carrier has explained inspection and documentation requirements, unless delay would create additional danger or damage.

Document the scene

Take photos or video of damaged areas and affected property from multiple angles. Record the date, location, weather, names and contact information of involved people or witnesses, and relevant report numbers.

For vehicle incidents, exchange the information required by law and avoid discussing fault at the scene. For property losses, create a list of damaged items but do not discard them until the carrier gives instructions, unless health or safety requires removal.

Report the loss promptly

Use the claim contact information on the policy, carrier website, or insurance card. Provide accurate facts and ask for the claim number, adjuster contact information, and next steps. Ask what documents are needed and whether temporary repairs, towing, rental vehicles, mitigation, or additional living expenses require approval.

Be cautious with contractors and solicitations

Confirm credentials, insurance, references, written estimates, payment terms, and the scope of work. Read documents before signing. Be cautious with pressure to assign benefits, sign broad authorizations, or pay a large amount before work begins.

Keep one claim file

Save photos, estimates, receipts, reports, emails, letters, claim notes, and a log of conversations. Record names, dates, and requested follow-up. Review settlement documents and ask questions about deductibles, depreciation, limits, and covered work.

Contact the agency with policy questions

The carrier investigates and decides the claim under the policy. Your agency can help locate carrier contact information and discuss general policy questions, but it cannot guarantee coverage or a claim outcome.

This guide is general information and not legal advice. Follow the directions of emergency authorities, the carrier, and qualified professionals.