What to Expect When Submitting a Property Insurance Claim

Insurance Connection
Nov 17
3 min read

Experiencing damage to your home or property can be stressful—whether it’s from a storm, fire, burst pipe, or unexpected accident. The good news: your property insurance policy is designed to help you recover. Understanding what happens after you file a claim can make the process smoother, less overwhelming, and more predictable. Here’s a step-by-step look at what you can expect when submitting a property insurance claim.

1. Initial Report: The Claim Is Opened

The claims process starts when you notify your insurance company of the loss. Most insurers allow you to report a claim by phone, online, or through a mobile app.

You’ll typically be asked for:

Your policy number (if available)
Date and cause of loss
A description of the damage
Photos or videos, if you have them
Whether the property is safe and livable

Pro Tip: The more detail you can provide upfront, the easier it is for the adjuster to begin assessing the claim.

2. Assignment of a Claims Adjuster

Once your claim is opened, it’s assigned to a claims adjuster—your primary point of contact throughout the process. Their job is to investigate the loss, determine coverage, and work with you on repair or replacement options.

You’ll receive:

The adjuster’s name and contact information
Information on next steps
Sometimes a claim number (if not provided earlier)

3. Damage Assessment and Inspection

The adjuster will typically schedule an inspection of the property. Depending on the size and type of loss, this could be:

An in-person visit
A virtual inspection using video or photos
A contractor or vendor evaluation on the insurer’s behalf

During the inspection, the adjuster will:

Review the cause of loss
Document visible damages
Take measurements and photos
Ask questions to understand what happened

If the property is unsafe or further damage is likely, your adjuster may offer guidance on emergency repairs—typically something your policy encourages you to do right away.

4. Coverage Review

After the inspection, the adjuster reviews your policy to determine what is covered and what limits, exclusions, or deductibles apply.

This includes:

Whether the cause of loss is covered
How much coverage is available (e.g., dwelling, other structures, personal property)
Your deductible(s)
Special limits (e.g., jewelry, electronics, landscaping)

If something isn’t covered, a good adjuster will explain why and point you to the exact section of your policy that applies.

5. Estimate and Settlement Offer

Next, the adjuster prepares a repair or replacement estimate. This is often done using industry-standard estimating software.

You’ll receive:

A written estimate of damages
A breakdown of what the insurer will pay
Information about depreciation and recoverable depreciation (if your policy includes Replacement Cost Value)
Instructions for how to submit additional expenses

Actual Cash Value (ACV) vs. Replacement Cost (RCV):If you have RCV coverage, the insurer often pays ACV first and releases the remaining depreciation amount after you submit proof of completed repairs.

6. Payment and Repair Process

Once you accept the estimate, the insurer issues payment—often via direct deposit or check. If you have a mortgage, the payment may be made jointly to you and your mortgage company (a common industry requirement).

You’re then free to:

Choose your own contractor, or
Use an insurer-recommended vendor (optional in most cases)

Keep receipts and invoices for:

Repairs
Temporary housing (if you have Loss of Use coverage)
Emergency services (e.g., water mitigation, tarping)

These documents can be submitted for reimbursement as part of the claim.

7. Supplemental Claims (If Additional Damage Is Found)

It’s common for additional damages to be discovered once repairs begin. If your contractor finds more damage, don’t panic—just contact your adjuster.

This is called a supplement, and the adjuster will review the additional costs and update the estimate if appropriate.

8. Claim Closure

Once repairs are complete and all payments have been issued, your claim is formally closed. You can still request re-opening for certain lingering issues, depending on state regulations and carrier guidelines.

A closed claim doesn’t prevent you from asking questions or getting documentation later.

Final Tips for a Smooth Claim Experience

Document everything. Photos, videos, receipts, contractor notes—the more the better.
Prevent further damage. Mitigation is required by most policies and protects your home.
Read your policy. Understanding deductibles and coverages can avoid surprises.
Communicate early and often. Stay in touch with your adjuster and ask questions when unsure.
Choose reputable contractors. Look for licensed, insured professionals with solid reviews.