The claim in six steps
These follow the order most claims move in. Where the state gives specific guidance, it is noted.
Stop the damage
Shut off the water and move undamaged items to a dry place. Make only the repairs needed to prevent further damage until the insurer has inspected.
Photograph and record
Take photos and video of the source, the water line and every wet surface before cleaning.
Report promptly
Contact your insurer or agent as soon as possible. Ask what the carrier needs from you.
Inventory the losses
List damaged contents with age, price and condition if you know them. Keep the items until the adjuster says otherwise.
Keep receipts
Save every receipt for emergency plumbing, extraction, drying and temporary housing.
Review the offer
Compare the estimate with your own contractor's scope. You can get your own estimate.
Some policies also pay additional living expenses when a home cannot be lived in. Ask whether yours does and what the receipts need to show.
What the Department of Financial Services says about timing
The state recommends that you file a claim as soon as possible and that you keep damaged property until your claim is settled. It also says you may get your own contractor estimate and that you can use the appraisal process if you and the insurer disagree about the amount of loss.
It does not give a day count for every policy. The deadlines and notice requirements are in your policy, so read the claim section and put the dates in your phone the day you file.
What to photograph and write down
- The source, such as the split pipe, the failed hose or the wet ceiling above.
- A wide shot of each room and close-ups of every affected surface.
- A moisture meter reading with the date, if a contractor takes one.
- Serial numbers or labels on damaged appliances and electronics.
- Notes on when you noticed the damage and what you did next.
After a countywide storm, file early
Putnam County declared a state of emergency on July 10, 2023, after severe storms damaged roads, bridges and culverts across the county. After an event like that, many households file claims at the same time, and adjusters and contractors are stretched. Reporting the loss early puts you ahead in the line.
Mahopac's lakes, lakeside basements and older plumbing mean water losses come from several directions. If you live in Carmel or Putnam Valley, each town has its own building department and flood law, and the details of what the town requires for repairs can affect scope. See our pages on Carmel and Putnam Valley for the local rules in each.
Who does what in a water damage claim
| Party | Role | What they need from you |
|---|---|---|
| You | Report, protect and document | Photos, receipts, inventory |
| Insurance agent or carrier | Open the claim and assign an adjuster | The date, cause and description of the loss |
| Adjuster | Inspect and estimate | Access, photos and moisture readings |
| Restoration company | Mitigate and repair | Authorization and a written scope |
| Plumber or roofer | Fix the source | Access and a short report on the cause |
Keeping a simple claim diary
Write down every call and email in a single note on your phone. Record the date, who you spoke with, what they said and what happens next. If a dispute comes up months later, this diary is more reliable than memory.
Also note what you did to prevent further damage, such as shutting off the water, calling a plumber or setting fans, along with the time. Insurers expect mitigation, and a record shows that you provided it quickly.
Mitigation is your duty, repairs can wait
Policies commonly expect you to take reasonable steps to protect the house after a loss. That means stopping the water, removing standing water and starting drying, all of which a restoration company can do while the claim is opened. Permanent repairs such as new flooring and paint can wait until the insurer has inspected.
The Department of Financial Services advises making only the repairs needed to prevent further damage until the insurer has seen the loss. Keep the line between mitigation and rebuilding clear in your own notes and in any estimates you receive.
Water damage and a claim to file
Call and we will tell you what to document before cleanup starts.
When the estimates disagree
It is common for the insurer's estimate and a contractor's scope to differ, especially when hidden water is involved. A moisture log and photos showing wet areas inside walls are the best evidence, because they show what the contractor found beyond what the adjuster could see.
If you disagree, ask the adjuster to explain the difference line by line. The appraisal process in the policy exists for disputes over the amount. For ceilings, see ceiling water damage repair for how scope is described, and flood damage restoration for flood claims.
Claim questions
As soon as possible. Your policy may have notice requirements, and the evidence is clearest right after the loss.
No. You are expected to prevent further damage. Photograph first, then dry, and keep receipts and any removed materials the adjuster may want to see.
Yes. The state says you may get your own estimate, though your insurer may suggest vendors.
The state-level process is the same. The difference in Putnam is mostly local, such as the town building department and flood rules.
Ask for the reason in writing, review the policy language and consider an appraisal or a complaint to the Department of Financial Services.