The first 24 hours after discovering property damage are often the most important. Whether you are a homeowner, landlord, property investor or business owner responsible for a residential, commercial or industrial property, the actions you take immediately after the incident can influence both the extent of the damage and the progress of your insurance claim.
Whether the loss has been caused by fire, escape of water, flooding, storm, impact, theft, vandalism or another insured event, taking appropriate action can help protect people, property and valuable evidence.
The purpose of this guide is to help you protect life, minimise further damage, preserve important evidence and place yourself in a strong position when presenting your property insurance claim and beginning the recovery process.
1. Make sure everyone is safe
Your first priority should always be the safety of people and, where it is safe and practical to do so, pets.
If there has been a fire, explosion, suspected gas leak, serious structural damage or another immediate danger, contact the appropriate emergency services and follow their instructions.
Do not enter or re-enter a property that may be unsafe simply to inspect the damage or recover possessions. Wait until the relevant emergency service or suitably qualified professional confirms that it is safe to do so.
2. Take reasonable steps to prevent further damage
Once everyone is safe, consider whether any immediate action can be taken safely to prevent the damage from becoming worse.
For example, following an escape of water, it may be appropriate to isolate the water supply if the stopcock can be reached safely. Following storm or impact damage, temporary measures may be required to make the property secure or watertight.
Do not put yourself at risk and do not undertake permanent repairs at this stage unless they are necessary for immediate safety or have been appropriately agreed.
Where possible, contact your insurer or its emergency helpline for guidance before arranging temporary emergency repairs. If urgent action is necessary to protect the property, keep clear records and receipts for any costs incurred.
3. Photograph and video the damage
If it is safe to enter the property, create a detailed photographic and video record before cleaning, moving damaged items or beginning repair work.
Start with wide photographs or video of each affected room or area. Then record close-up images of the specific damage, including water staining, fire or smoke damage, damaged ceilings and walls, affected flooring, forced entry points, damaged contents and any visible source or point of impact.
For commercial or industrial claims, consider recording affected stock, machinery, equipment and areas of the premises that cannot be used.
Good evidence taken at an early stage can be extremely valuable when the circumstances and extent of the loss are considered later in the claim.
4. Do not rush to throw damaged items away
Damaged or apparently ruined items may still form important evidence for your insurance claim.
Where it is safe and hygienic to do so, retain damaged items until they have been documented and you have received appropriate guidance about disposal.
If an item must be removed urgently because it presents a health or safety risk, take clear photographs and, where practical, record the item, its condition and the reason it was disposed of.
5. Report theft, burglary or criminal damage to the police
If the damage involves theft, burglary, vandalism or another suspected criminal act, report the incident to the police as soon as possible.
Keep a record of the crime reference number and any information provided by the police, as your insurer may request this when considering the claim.
Where possible, avoid disturbing the affected area until the police have provided appropriate guidance.
6. Notify your insurer promptly
Your insurance policy may contain requirements relating to the notification of a loss, so it is important not to delay unnecessarily in reporting the incident.
When notifying your insurer, provide accurate information based on what you know at the time. If the precise cause of the damage has not yet been established, it is reasonable to explain that the cause is still being investigated rather than speculate.
Keep a note of the date and time the claim was reported, the claim reference number and the name or details of anyone you speak to.
7. Consider obtaining independent advice early
A property insurance claim can become complex very quickly, particularly following significant fire, flood, escape of water or commercial property damage.
Independent advice at an early stage can help you understand your policy, your responsibilities as a policyholder, the evidence that may be required and the claims process ahead.
At Imperial Claims Consultants, we act for policyholders rather than insurance companies. Where appropriate, we can review the circumstances of the loss and explain how we may be able to assist with the claim.
8. Keep all receipts, records and claim correspondence
Create a dedicated file or electronic folder for everything connected with the incident and the insurance claim.
Keep photographs, videos, emails, letters, reports, quotations and receipts for emergency expenditure. This may include temporary accommodation, emergency plumbers or electricians, security or boarding-up costs and other reasonable expenditure arising from the incident.
Whether a particular cost is recoverable will depend on the terms and circumstances of the claim, so retaining clear evidence is important.
Does the advice differ for homeowners, landlords and businesses?
The immediate priorities of safety, preventing further damage and preserving evidence are broadly similar, but different policyholders may face additional considerations.
Homeowners may need to consider whether the property remains safe to occupy and whether alternative accommodation is required.
Landlords and property investors should consider tenant safety, communication with occupants, access to the property and any potential loss of rent or alternative accommodation provisions under the policy.
Business owners should consider the effect of the incident on trading, employees, stock, machinery and equipment. It may also be important to begin documenting disruption to the business and any reasonable steps taken to reduce the financial impact of the loss.
Common mistakes to avoid during the first 24 hours
- Putting yourself or others at risk to inspect the damage.
- Starting permanent repair work before the damage has been properly documented or the proposed works appropriately considered.
- Throwing damaged items away before photographing or recording them.
- Cleaning or altering the affected area before creating a photographic and video record, unless immediate action is required for safety.
- Speculating about the cause of damage when the cause has not yet been established.
- Failing to retain receipts for emergency expenditure.
- Forgetting to keep a record of claim references, telephone calls and correspondence.
How Imperial Claims Consultants can help
At Imperial Claims Consultants, we guide homeowners, landlords, property investors and businesses through property insurance claims following fire, escape of water, flood, storm and other insured events.
We can review the circumstances of the loss and the relevant policy documentation, help identify the evidence that may be required and, where we are appointed, represent your interests during the insurance claims process.
The earlier we understand what has happened, the earlier we can provide an honest view about whether and how we may be able to assist.
If you have suffered significant property damage and are unsure what to do next, contact us. We will listen to what has happened and explain the next steps available to you.
