Start with safety and source control
- If water is near electrical equipment, a panel, outlets or appliances, stay out of the affected area until the electrical risk is assessed.
- Stop the water source only when it can be done safely. A plumber, utility provider or emergency service may be required when the shutoff is inaccessible or the source is unclear.
- Do not delay emergency steps that are reasonably necessary to prevent additional damage, but document conditions before major cleanup where safety allows.
Build a useful claim record
- Take wide photos of every affected room, then closer photos of water lines, damaged materials, contents, equipment and the suspected source.
- Write down when the loss was discovered, what happened before discovery, who was contacted and what immediate steps were taken.
- Keep receipts for emergency services, temporary accommodations, supplies and other loss-related expenses, and ask your insurer which records it requires.
Understand the difference between restoration and coverage
- A restoration contractor can document conditions, moisture readings, affected materials and work performed. The contractor does not decide whether a policy covers the loss.
- Water coverage varies. Sewer backup and overland flood protection may require optional coverage, and exclusions or limits may apply to mould, wear and tear or gradual leakage.
- Ask the insurer or broker to explain the applicable deductible, endorsements, limits, exclusions and any approval process before non-emergency reconstruction begins.
Records that may support the process
- Initial condition photographs and videos
- Moisture maps or readings where taken
- Equipment placement and monitoring records
- Lists of removed, cleaned, stored or discarded contents
- Invoices, estimates, work authorizations and change documentation
- Communication logs with the insurer, adjuster, trades and property occupants
Important: This page provides general property-restoration and prevention information. It does not replace emergency services, fire-department direction, licensed-trade advice, engineering, medical advice, insurance-policy advice or an on-site assessment.
