A claim is easier when the loss is well documented, and the paperwork starts the moment you find the water. What you record in the first hour often matters more later than any phone call.
This guide covers what to photograph, what to ask for in writing, and how to talk to your insurer without guessing. It is general information, so check your policy and ask your insurer about your own coverage. Our repair and rebuild team can write the scope once drying is finished.
Start the record before you start the cleanup
Take wide photos of each affected room, then close-ups of the source, the stained surfaces and any damaged belongings. Add a short video walking through the space with the date visible.
Write down when you found the problem, what you did first and who you called. A simple timeline with times is more useful than a long story written weeks later.
If you cannot reach the area safely, photograph from the doorway and describe what you could not reach. Honest gaps are better than risky shortcuts.
- Photograph the source, such as a failed valve or a burst fitting.
- Photograph every damaged item before you move it.
- Keep a list of items with a rough age and where you bought them.
- Save texts and emails with anyone about the loss.
Moisture readings and a written scope
A moisture meter gives numbers for wet drywall, framing and flooring, and a thermal imaging camera shows patterns the eye cannot see. Ask the restoration crew to share those readings with you in writing.
A written scope lists what will be removed, dried and cleaned, and which equipment will run. Your insurer's adjuster can compare that to their own view of the damage.
Ask for the readings at the start and again at the end of drying. A drop from wet to dry numbers shows the work did what it was meant to do.
Contents and personal property
Furniture, rugs, electronics and clothing are often handled as a separate part of a claim from the structure. Make a list as you go, with a brief description, age and approximate value of each item.
Do not discard anything on the list until you have photos. If an item is badly contaminated and unsafe to keep, photograph it first and tell your insurer why it went.
Receipts help but are not always needed. Bank statements, old order emails and photos of the item in use can also support a list.
Keep damaged materials when asked
Do not throw out a failed supply line, a cracked fitting or a section of ruined flooring until you know whether the adjuster wants to see it. Photograph it, bag it and label it with the date.
Safety still comes first. Never keep sewage-soaked materials indoors. Take photos, ask your insurer what they need and dispose of the rest.
Mitigation should not wait for that decision. A water mitigation crew can photograph, tag and set aside samples while the drying goes on.
What is usually covered and what usually is not
Sudden and accidental damage, such as a pipe that bursts or an appliance hose that fails, is often covered. Gradual leaks and neglect are often not, and flood is usually excluded. The table gives a plain-language view, but your own policy language decides.
Notice the pattern in the last column. In nearly every row, the first move is to stop the source and record it, and the coverage question comes second.
| Situation | Often covered? | What to do |
|---|---|---|
| Sudden pipe burst or failed hose | Often yes, if sudden and accidental | Stop the water, photograph it, call your insurer and start drying |
| Slow leak over weeks or months | Often no, as gradual damage | Document it, ask your insurer how they treat it and fix the source |
| Storm water entering from outside | Usually treated as flood and excluded | Check your policy for flood terms and ask your insurer |
| Sewage backup from a drain | Depends on an endorsement | Stay out, photograph from a safe spot and ask about backup coverage |
| Roof leak after a storm | Depends on cause and condition | Cover the opening if safe and document before and after |
Flood versus sudden leak
The California Department of Insurance says homeowners and commercial policies typically exclude flood, and a separate flood policy is needed. A burst pipe inside the home and water rising from outside are treated differently even when the wet carpet looks identical.
That is why the cause of the water matters on the paperwork. Describe what happened in plain words and let your insurer decide the category.
If both happen at once, such as a storm and a failed pipe, say so and keep photos of each source separately. Your insurer can then sort which part falls where.
Talking to your insurer
Report the loss promptly, ask for the claim number and keep a log of every call. Insurance.ca.gov publishes a residential property claims guide that explains the process and your rights.
Ask what the policy requires of you, such as mitigation steps and deadlines. Drying the structure quickly is usually part of what a policy expects, so do not wait for a final decision before you protect the home.
Keep your tone factual. Say what you saw, when you saw it and what you did, and leave guesses about cause to the people who inspect the property.
If an adjuster visits, walk them through the same photos and readings you gave your insurer. Ask what they need from you next and when they expect to decide.
Storm history and flood coverage near Thermal
In 2023, Tropical Storm Hilary brought heavy rain to the Coachella Valley. Indio declared a local emergency and a shelter opened in Thermal. Storm water that comes in from outside is the kind of loss most homeowner policies treat as flood, so find out before the next storm whether you carry flood coverage.
A new National Flood Insurance Program policy generally takes effect 30 days after purchase, unless a federally regulated lender requires it in a high-risk area. Buying coverage after the clouds appear is usually too late, so ask your insurer now.
Cost, claims and warning signs: common questions
No. Document the damage, then start mitigation, since delay lets water spread and mold start. Keep records of what you removed and why.
That depends on your policy and the cause of loss. Ask your insurer directly and share the written scope and readings with them.
Use photos, old emails, bank statements and memory to build a list. Describe each item, its age and where it was bought. Ask your insurer which proof they accept.