The records an insurer usually asks for after water damage are dated photographs of the damage, moisture readings and the drying log, receipts for emergency work, a written scope and an inventory of damaged items. A homeowner who keeps these together from the first day makes the claim easier to assess, though the decision rests with the insurer and the policy.
Key takeaways
- Photograph the water and the damage before anything is moved, and again after each stage of the work.
- Keep the crew's moisture readings and drying log, because they show where the water went and when each material reached its target.
- Keep receipts for emergency measures, such as pumps, boards, tarps and temporary repairs, with the dates they were used.
- Make an inventory of damaged items with descriptions, approximate ages and proof of purchase where you have it.
- Write a short timeline of when the water appeared, when it was found, when it stopped and when help arrived.
Why does documentation matter so much in a water claim?
Water damage is often hidden, and the insurer has to decide what happened, when and where, usually from records rather than from a visit. Clear records make it easier for the insurer to assess the claim and easier for the homeowner to show what was lost.
Water can damage materials that are not visible from the room, such as framing, insulation and the subfloor. An insurer that cannot see that damage will rely on the readings, the photographs and the log, so those records need to be clear and complete.
Records also protect the homeowner. A dated photograph of a wet wall, or a reading that shows the subfloor was dry before a storm, can settle a question that would otherwise become a dispute about cause.
Which photographs to take, and when
Take wide photographs of each room, close photographs of each damaged area and photographs of the water line on the walls. Take them before anything is moved, and again after each stage of the cleanup, with the date visible.
Wide photographs show the room as a whole, and close photographs show the damage in detail. A water line on a wall, a stained ceiling and a lifted floor should each have a close photograph and a wide one that shows where the damage sits in the room.
Take the photographs in the same order each time, and keep a note of the location of each one. A photograph that cannot be placed in the house is less useful, and a set of photographs that follows the same route through the house is easier to review.
What moisture readings and logs show
Moisture readings show where water is held and whether a material has reached its drying target. A log lists the readings by location and date, and it shows the progress of the drying over several visits.
The first reading shows the extent of the wet area, and the last reading shows when it was dry. The readings in between show how the drying progressed. An insurer can use them to check whether the drying was done properly and whether any material was removed without need.
Ask the crew for copies of the log and the readings, and keep them with the photographs. If the crew uses a different scale or unit for different materials, ask it to explain the target for each one.
Receipts and what they should show
Keep receipts for emergency measures and for any temporary work, such as pumps, boards, tarps, fans or hotel stays if the house was unusable. Each receipt should show the date, the supplier and the item, and it should be kept with the claim papers.
Receipts show what was spent to limit the damage. Insurers often expect the homeowner to take reasonable steps to stop further loss, and clear receipts show those steps were taken.
Keep the receipts in one place and note on each one what it was for. A receipt for a pump that was used on the day of the storm is more useful than a loose bill with no context.
How to make an inventory of damaged items
List each damaged item with a short description, its approximate age, its condition before the water and, where you have it, proof of purchase. Photograph each item where it lies before it is moved, and keep the list up to date.
Group the items by room, and note which were wet with clean water and which with river, creek, storm or sewage water. The category of the water helps the insurer and the crew decide which items can be dried and which should be discarded.
Do not throw items away before the insurer has seen them, unless they are a health hazard. Where an item must be discarded, keep a photograph and a note of what it was and how it was damaged.
Writing a timeline
A short timeline of the event, with the times the water appeared, was found, stopped and was dealt with, helps the insurer follow what happened. Write it down while the events are fresh, and keep it with the photographs.
The timeline should include the weather, the times of the storm or the leak, the time you first saw water, the time you called, the time the crew arrived and the times the water was removed. Add the time the drying equipment was set and each visit thereafter.
Dates and times are important because they show whether the damage was sudden or gradual, and whether the homeowner acted promptly. An accurate timeline is one of the most useful documents in a water claim.
What to send the insurer, and how
Send the insurer copies of the key records and keep the originals. Ask the insurer which documents it needs, in writing, and send them with a short covering letter that lists what is enclosed.
Keep a complete copy of everything sent. A covering letter with the claim number and a list of enclosures makes it clear what the insurer has received, and it prevents later disputes about missing papers.
If the insurer asks for more information, reply in writing and keep a copy of the reply. If the claim is denied or stalls, the Virginia Bureau of Insurance accepts homeowner complaints, and the records you have kept are the basis of any complaint.
How do you record the route the water took through the house?
A route record shows where the water entered, which way it moved and where it stopped. It helps the insurer link the damage to its source, and it helps the crew plan its readings.
Start at the entry point and follow the water through the house. Note the openings it passed, the rooms it reached, the heights of the water lines and the points where it stopped. A simple sketch with arrows and dates is often enough, and it can be drawn in an hour.
Mark the readings on the sketch as the crew takes them, so the record shows the moisture as well as the water. A sketch shared with the insurer and the crew helps all three agree on what happened.
How do you record items that cannot be saved?
Items that will be discarded should be recorded before they leave the house. A description, a photograph, an approximate age and any proof of purchase make the claim easier to assess.
Record each item with a short description, its make and model where it is known, its approximate age and its condition before the water. Photograph it where it lies and again before it is removed, with the date visible in the photograph or in a note.
Keep the items that are needed as evidence until the insurer has seen them, where it is safe and practical. Ask the insurer whether it wants to inspect items before they are discarded, and keep a note of its answer.
How do you keep the claim file organized?
A claim file kept in one place, in date order, is easier for the homeowner and for the insurer. A simple folder with dated sections for photographs, readings, receipts, letters and the scope is enough.
Create a folder, paper or digital, with sections for photographs, readings and logs, receipts, the policy, letters and emails, and the scope and contracts. File each item with its date as it arrives, and name digital files with the date and a short description.
Keep a running list of the requests the insurer has made and the date each was answered. A file that shows what was asked, when and what was sent is persuasive in any dispute, and it saves time when the insurer asks again.
Frequently asked questions
How many photographs are enough?
There is no set number. Take enough to show each room, each damaged area and the water line, before and after each stage. Ask the insurer whether it needs more, and keep the originals with their dates.
Should I keep the damaged items?
Keep items that the insurer may need to see until the claim is settled, where it is safe and reasonable to do so. Photograph each item and note its condition before any discard.
What if I did not take photographs at the start?
Take photographs now, of everything that is still there, and note that the earlier stages were not photographed. Ask the crew whether its readings and photographs cover those stages.
Does the crew give me the photographs?
Ask the crew for copies of its photographs, readings and log. A reputable company should be willing to provide them, because they are part of the record of the job.
Will the records decide the claim?
They help the insurer assess the claim, but the decision is made under the policy and the facts. Good records make the decision easier to reach, and they make it easier to challenge if the decision is wrong.
How long should I keep these records?
Keep them until the claim is closed and for as long as your insurer or your policy requires. This guide does not state a period, so ask the insurer what it expects.
What if I have no proof of purchase?
Describe the item as fully as you can, give its approximate age and say where you bought it if you remember. Photographs of the item and of its place in the home can help. The insurer decides what evidence it needs, so ask it directly.
Should I send the original documents to the insurer?
Send copies and keep the originals. Insurers usually accept copies, but ask whether the originals are needed for a particular item, and keep a record of anything sent.
What if the crew readings disagree with my own notes?
Write both down, with their dates and sources, and ask the crew to explain its readings. A difference is not a reason to reject either record. The crew log is the more reliable record of moisture, while your notes are the more reliable record of what you saw and when.
This guide is general information for Suffolk (independent city) homeowners, not a substitute for an on-site inspection. Prices are estimates. See our disclaimer.