Water damage insurance claim tips: what to document, what to say and what to keep.

A water damage claim usually comes down to two things: what you can show, and what you said. This guide covers both, in the order you will need them.

Our main source is Michigan’s insurance regulator, the Department of Insurance and Financial Services (DIFS), along with Michigan’s insurance law. We also read consumer guides from insurers, a restoration company and the Texas Department of Insurance. Where they disagree, we say so. We are a restoration company, not lawyers or adjusters, and your policy is what counts.

First, make it safe and stop the water

• Electricity: the CDC says to turn off the main power only if you can reach it from a dry location. If you would have to step into water, call an electrician.
• Gas: if you smell gas, the CDC says to leave the house and call the gas company or fire department.
• Water: shut off the water at the main valve or at the valve near the leak. The Texas Department of Insurance says to know how to turn the water off at the main valve and at the valves under sinks and near appliances.

1. Call your insurer, and choose your words

Report the damage to your insurer’s claims line or your agent as soon as you can, with your policy number ready. DIFS says to tell the insurer there is water damage and that you want to find out what coverage is available.

Be careful with the word “flood.” DIFS warns that it may have a specialized meaning, and that water from rain getting in, a sewer backup or a failing sump pump may be covered under your policy. Standard homeowners policies exclude flood. A licensed public adjuster quoted by Investopedia suggests saying “water damage” if you are not sure where the water came from, describing what you see, and letting the adjuster work out the cause.

That is not the same as hiding anything. The same article warns that misrepresenting the cause of damage can be considered fraud. If you know the water came in from outside, say so.

On that first call:

• Ask what documents and forms they need. The DIFS homeowners guide says to complete and return them on time to avoid delays.
• Tell them where they can reach you.
• Write down the date, the person’s name and title, and what was said, every time you speak to the insurer. DIFS has an insurance claims tracking sheet for this.

How fast do you have to report? Michigan law leaves the notice requirements to the policy, so check yours. Some rules are short. Texas, for example, says you usually must report hidden water damage within days of first seeing it. That is a Texas rule, but it shows why waiting is a bad idea.

2. Protect the property, and keep every receipt

Your insurer expects you to stop the damage from getting worse. DIFS says to take steps to protect the property if it is safe to do so, and to keep receipts for supplies. The DIFS guide says to make only temporary repairs, submit those receipts, and not make permanent repairs until the insurer has inspected.

So what counts as temporary? A tarp on the roof, plastic over a broken window, removing standing water and drying the area. The Texas Department of Insurance says to remove pools of water and start drying as soon as you can, move wet items to a dry room and pull up wet carpets and rugs.

Where the advice differs: Servpro’s guide puts finding a restoration company after the adjuster’s visit. The Texas regulator says to start drying right away and use a service if you cannot dry it yourself. DIFS says to contact your insurer before hiring a contractor. Our view: call your insurer first, which can be the same hour, then do not wait days for an inspection before drying starts. Permanent repairs are what should wait.

3. Photograph and video everything before you clean

DIFS says to take pictures or videos of the damaged items. MoneyGeek’s guide, written by a licensed insurance agent, gives the most practical detail:

• Three distances. A wide shot of each room for context, a mid-range shot of the damaged area, then close-ups. MoneyGeek says close-ups without room context are a common reason adjusters ask for more.
• The source. Photograph the burst pipe, failed hose or leak itself, before it is repaired. MoneyGeek says homeowners often forget this. It matters because insurers treat a sudden burst differently from a slow leak.
• A narrated video. Walk slowly through each affected room. Say your name, the date and the address at the start, and point out the damage as you go.
• Serial numbers. Photograph the serial number plates on damaged appliances and electronics before anything is moved.
• Dates. Turn on the date and location settings in your phone camera. Adjusters compare when the photos were taken with when the damage was reported.
• Items in place. Photograph things where they are, then move them to a dry spot. Moving them is fine. Throwing them away is not, as the next step explains.

4. Do not throw anything away yet

DIFS says not to get rid of damaged items until the insurance company tells you to. The Texas regulator says the same about waiting for the adjuster, and MoneyGeek says discarding items before the adjuster sees them can reduce or void a payout.

That can clash with real life. A soaked mattress or carpet that sewage touched may not be something you want in the house for a week. When that happens, photograph it well, call your insurer and ask, keep a small sample if they want one, and write down who agreed and when. That is our advice, not a rule from the sources.

5. List what was damaged

The DIFS guide says to make a detailed list of your damaged property, itemizing your losses. For each item, note what it is, the brand and model if you know it, roughly when you bought it and what it cost. Keep every repair estimate in writing.

• No receipt? MoneyGeek says bank or credit card statements can work as backup proof that you owned something. Some insurers accept online order histories, but ask yours.
• Know how you will be paid. Servpro explains that an actual cash value policy takes off for age and wear, while a replacement cost policy pays to replace the item with a new one. Ask your adjuster which applies to you.
• Additional costs. Keep receipts for emergency repairs, plumbers and supplies. Servpro also mentions hotel stays. Ask your insurer what your policy covers if you cannot live at home.

What to say, and what not to say, to the adjuster

The walk-through, explanation and photo tips come from Servpro. The cause and honesty points come from Investopedia. DIFS adds that the insurer’s claims adjuster works for and is paid by the insurance company, and should never ask you to pay for services your policy covers.

Contractors, public adjusters and who can negotiate

After a storm, DIFS warns that people posing as adjusters and contractors go door to door. Contact your insurer before hiring a contractor, and check licenses, references and insurance.

It also helps to know who can negotiate your claim. Michigan law says a person shall not adjust loss or damage under a policy unless licensed as an adjuster. The exemptions include attorneys and the insurer’s own staff. Contractors are not on that list.

• What a restoration contractor can do: document the damage and the drying, show the adjuster what is wet and why, and explain what the repairs cost.
• What it should not do: negotiate the settlement for you. That is between you and your insurer.
• If you want someone on your side to negotiate, hire a licensed public adjuster, which Michigan calls an “adjuster for the insured,” or an attorney. Under Michigan law, a public adjuster’s fee cannot be more than 10% of what the insurer pays, the contract must be on a state-approved form, and a contract signed within 48 hours of the loss can be cancelled by you within 10 days.

On our side, we photograph the damage, take moisture readings, measure the affected area, list affected contents and write our estimate in Xactimate estimating software. That gives your adjuster a clear record to review.

Michigan deadlines and rules worth knowing

• 30 days: Michigan law says the insurer must tell you in writing what proof of loss it needs within 30 days of receiving your claim, unless it settles within that time.
• 60 days and 12%: a claim counts as paid on time if it is paid within 60 days after the insurer receives proof of loss. If it is not, the insurer owes 12% simple interest a year from that 60-day point.
• One year to sue: a suit under the policy must be started within one year of the loss or the policy’s period, whichever is longer. The clock is paused from when you report the loss until the insurer formally denies it.
• Appraisal: Michigan law requires fire insurance policies to include an appraisal process. If you and the insurer disagree on the amount of the loss, either side can demand appraisal in writing. Each side picks an appraiser, and the two pick an umpire. Check your policy for its appraisal clause.
• Grand Rapids sewer backups: if you think the city’s sewer caused a backup, the City of Grand Rapids says the claim must be filed within 45 days. See our sewage backup guide.

The appraisal and one-year rules come from Michigan’s standard fire policy section, MCL 500.2833. We read the statutes as of January 2025, because the Legislature’s own site would not load for us. If a deadline matters for your claim, check it with DIFS or an attorney.

How long the whole claim takes varies. Servpro says anywhere from a few weeks to a couple of months, depending on the damage and the insurer. Answering the adjuster’s questions and sending what they ask for quickly helps.

If you disagree with the insurer

1. Talk to the company first. The DIFS guide says to explain the problem calmly and give dates, amounts and facts.
2. Ask for it in writing. If you still disagree, ask for a written response that lists the specific policy language they used to deny or limit the claim.
3. Consider appraisal if the disagreement is about the amount, or a public adjuster or attorney if it is bigger than that.
4. Contact DIFS. If you cannot resolve it, DIFS will help try to resolve the dispute. Call 877-999-6442, 8 a.m. to 5 p.m. Monday to Friday, or visit Michigan.gov/DIFScomplaints.

Should you file a claim at all?

Not always. Servpro suggests weighing the repair cost against your deductible. If the repair costs less than the deductible, a claim may not pay you anything. For significant damage, filing is generally the right call.

Coverage depends on where the water came from. Most policies cover sudden, accidental water damage such as a burst pipe, and exclude gradual leaks and flood. Our guide to what homeowners insurance covers in Michigan goes through it, and our basement flooding insurance guide covers seepage and sewer backups.

Before it happens: make the next claim easier

• Make a home inventory. The DIFS guide suggests photos or video of every room, closet, cabinet, drawer, the garage, the attic and outbuildings, plus copies of receipts. DIFS points to the NAIC Home Inventory app, which lets you export your list to your insurer.
• Store copies away from home. Keep your policy, declarations page and inventory in a safe deposit box or in the cloud.
• Check your water coverage. DIFS says water and sewer backups are not automatically covered and flood needs a separate policy. Ask your agent before you need it.
• Plan for the deductible. DIFS suggests an emergency fund for it.

Frequently Asked Questions