How to File a Home or Renters Insurance Claim

Right after the loss

Before calling anyone, make sure people are safe and the damage is not spreading. Then:

• Call emergency services for fire, a break-in in progress or injuries.
• For theft, file a police report. The sample renters form lists notifying the police in case of theft as a policyholder duty. Write down the report number.
• Protect the property from further damage. The same form requires you to make "reasonable and necessary repairs required to protect the property" and keep an accurate record of those expenses. Tarp a roof, board a window, shut off water, move belongings out of harm's way.
• Photograph and video everything before cleanup: the cause, each damaged room, and close-ups of items with brand labels or serial numbers.
• Keep damaged items if it is safe and sanitary. The insurer may ask to inspect them.

Reporting the claim

Most policies require prompt or immediate notice. Report by phone, app or website, and write down your claim number and the name of anyone you speak with. Useful details to have ready:

• Policy number and the date, time and cause of the loss.
• A short, factual description. Stick to what you know; avoid guessing about causes.
• Whether the home is livable, and whether you need emergency help such as a hotel or water mitigation.
• Police or fire report numbers, if any.

Ask the representative three questions: what the deductible is for this type of loss, whether you can start emergency repairs now, and whether loss of use coverage applies if you have to leave. Renters should also notify the landlord in writing, since the building is the landlord's responsibility.

In Arizona, an insurer must acknowledge your claim within 10 working days of being notified, unless it pays within that time, and notification given to the insurer's agent counts as notice to the insurer (A.A.C. R20-6-801(E)).

The adjuster's inspection

An adjuster, either employed by the insurer or an independent adjuster it hires, will inspect the damage in person, by video or from your photos. Before the visit:

• Walk the property and make your own list of damage so nothing is missed.
• Have your photos, receipts and any contractor estimates ready to share.
• For larger losses, get your own repair estimate from a licensed contractor to compare with the adjuster's.
• Ask how the adjuster will value your belongings: actual cash value or replacement cost, and what depreciation they apply. Our guide to ACV vs. replacement cost explains the math.

Be cooperative and factual. Policies require cooperation and allow the insurer to inspect damaged and undamaged property, review records and, in some cases, take a statement under oath.

Building your inventory

The personal property inventory is where claims are won or lost. The sample renters form asks for an inventory of damaged property "showing in detail the quantity, description, actual cash value and age," with bills, receipts and related documents attached.

Tips that save time:

• Search your email and card statements for order confirmations.
• Use current prices from retailer websites for replacement value and save screenshots.
• Group small items sensibly ("12 dinner plates") rather than skipping them; small items add up.
• Keep a separate log of extra living expenses with receipts, as policies often require them for loss of use claims.

Proof of loss and the insurer's deadlines

For larger claims, the insurer may ask for a sworn proof of loss, a signed statement of the amount you are claiming. In the sample form, you must submit it within 60 days after the insurer requests it, and it covers the time and cause of loss, other insurance, repair estimates, the inventory and receipts for additional living expenses. Calendar the deadline the day you receive the request.

Arizona's rule requires the insurer to tell a first-party claimant whether the claim is accepted or denied within 15 working days after receiving properly executed proofs of loss. If the insurer needs more time, it must say why in writing and keep you updated. A denial based on a policy provision, condition or exclusion must reference that provision (A.A.C. R20-6-801(G)). The state's unfair claim practices statute also bars insurers from refusing to pay claims without a reasonable investigation and from failing to affirm or deny coverage within a reasonable time (A.R.S. § 20-461).

Getting paid, and what to do if you disagree

Payment usually comes in stages: an advance for emergency living costs, a payment for the building repairs (homeowners), and personal property paid at actual cash value with any replacement cost holdback released after you replace items. If you have a mortgage, the building check is often made out to both you and the lender, which may hold funds and release them as repairs progress.

If you disagree with the amount:

1. Ask for the adjuster's estimate in writing and compare it line by line with your contractor's.
2. Send documentation for anything missing or undervalued, and ask the insurer to reconsider in writing.
3. Use the appraisal clause if the dispute is about the amount, not coverage. In the sample form, either side can demand appraisal in writing; each picks an appraiser within 20 days, the appraisers choose an umpire, and an award agreed by any two of the three sets the amount. Each side pays its own appraiser and splits the umpire's cost.
4. File a complaint with your state insurance department if you believe the insurer is not following the rules. In Arizona that is the Department of Insurance and Financial Institutions.
5. For large or complex disputes, consider a licensed public adjuster (paid a percentage of the claim) or an attorney.

Watch the deadline to sue. The sample form requires any lawsuit to start within one year after the loss; time limits vary by policy and state, so check yours early in a dispute.

When not to file

Not every loss should become a claim. Claims are recorded in industry databases and can affect your premium or eligibility at renewal. Consider paying out of pocket when the loss is only slightly above your deductible. A $1,300 loss on a $1,000 deductible returns $300 and adds a claim to your history. Always report liability incidents, such as someone hurt at your home, even if you are unsure a claim will follow; late notice can jeopardize coverage.