If something just happened, start here.
This page is written to be useful when you're stressed. The short version is at the top. Everything else can wait until you've done those things.
Right now, in order
- Make sure everyone is safe. If anyone is hurt or there's an active danger, call 911 before anything else. Insurance is a paperwork problem and it can wait.
- Stop the damage from getting worse, if you safely can. Shut off water, tarp a roof, board a window. Most policies require you to take reasonable steps to prevent further damage, and reasonable steps are usually covered. Don't do anything dangerous.
- Photograph everything before you clean up. Wide shots and close shots. More than feels necessary. This is free and it is the single most useful thing you can do in the first hour.
- Keep receipts for emergency repairs, a hotel, meals if you can't stay in the house. Take a photo of each one as you go.
- Report the claim to your carrier. The claims number is on your declarations page and on the carrier's website. You can report it directly and you don't need to wait for me.
- Then tell me. Email claims@realinsure.com or call. I'll help you make sense of what happens next.
Whether a specific loss is covered depends on your policy language and the facts, and the decision belongs to your carrier. Nothing on this page is a determination about your claim.
How a claim actually goes.
Roughly. Every carrier runs it a little differently and complicated losses take longer than simple ones.
You report it
By phone, app, or online. You'll get a claim number. Write it down and use it on everything after that. If you're not sure whether something is worth reporting, that's a good thing to ask me before you file rather than after.
An adjuster is assigned
They work for the carrier. They'll contact you to gather facts, often within a few days. Be accurate and complete. Guessing at details you're unsure about causes more problems than saying you don't know.
The loss is inspected
In person, by photo, or sometimes by a third-party contractor. This is where your before-cleanup photos earn their keep, especially if you had to make emergency repairs.
Coverage is determined
The carrier compares the facts to your policy language and decides what's covered and for how much. If part of the loss isn't covered, they have to tell you which provision applies. You're entitled to that explanation.
Payment and repair
Many property policies pay in stages, an initial amount and then more as repairs are completed and documented. If a mortgage company is involved, they're often named on the check, which adds a step.
Closing, or disputing
If you disagree with the outcome, there are options: reopening with new information, the appraisal provision in many property policies, and filing a complaint with the California Department of Insurance. I'll explain each and where they lead.
What I can and can't do on a claim
This is worth being blunt about, because some producers are vague here and it sets people up for disappointment.
What I can do
- Explain what your policy says and how it applies to what happened
- Help you report the claim and gather what the carrier will ask for
- Stay in contact with the adjuster and chase things that have gone quiet
- Translate the letters and terminology into something readable
- Tell you when I think something's been handled wrong, and what your options are
What I can't do
- Decide your claim. That's the carrier's adjuster, not me
- Promise an outcome or a dollar amount, before or during
- Adjust the loss myself, or negotiate a settlement as your representative. That's a licensed public adjuster's role and it's a different license
- Add coverage after a loss has happened
Common claim questions
Will filing a claim raise my rate?
It can, and it depends on the type of loss, whether it was your fault, your claim history, and the carrier's filed rating rules. For small losses close to your deductible it's worth talking through before you file, because the math sometimes favors paying it yourself. I'll give you the honest picture rather than pushing you either way.
Should I use the contractor the carrier recommends?
You generally have the right to choose who does the work. Carrier-preferred contractors can be faster and come with a workmanship guarantee; your own contractor may know your property better. Both are legitimate. Get the scope in writing either way.
The adjuster's number is lower than my contractor's estimate.
Common, and often resolvable. Usually it's a difference in scope rather than a dispute about price. Get both documents in front of me and we'll find where they diverge before anyone escalates.
What's a public adjuster, and do I need one?
A public adjuster is separately licensed to represent you in negotiating a claim, and they're typically paid a percentage of the settlement. They can be worth it on large or contested losses. I'm not one and can't act as one, but I'll tell you plainly if I think your situation is heading that direction.
How long should this take?
California sets timeframes for insurers to acknowledge, investigate, and decide on claims. Simple losses often resolve in weeks; complex ones take longer, and a widespread event slows everything down. If your claim has gone quiet past a reasonable point, tell me and I'll chase it.