The first hours after a loss decide what kind of claim it becomes: an orderly process, or a nuisance that drags on for months. The good news is that the running order is simple and easy to learn – and its most important rule is this: the primary, fastest route for reporting a claim is always the insurer's claims line and online claims portal. This article gives you the whole process, step by step.
- The order: loss mitigation → documentation → reporting on the insurer's claims line and online claims portal → loss adjustment → repair.
- On the building's policy the report is typically filed by the property manager (common representative) or the managing agent; you will need the policy number and the exact details of the loss.
- The fastest route is the insurer's own channel – the broker steps in when a case stalls or becomes disputed.
Step 0: loss mitigation – immediately
Stopping the damage from spreading comes even before the report: with water damage, shutting off the mains or the riser; after a storm, temporary covering; where there is a hazard, closing off the area. This is not only common sense but a contractual duty: policy terms impose a loss mitigation obligation, and reasonable mitigation costs are typically paid as part of the claim. Where life is in danger or utilities are involved, the emergency services come first, of course.
Step 1: documentation – before the repair
Photos and video of everything: the damage, its source, its surroundings – with dates, before anyone starts repairing. Note the time, the circumstances, the flats affected and the witnesses. This is the step that cannot be made up for afterwards – the detailed rules are in the article on documentation. Repairs should typically wait until the loss adjustment, apart from the work needed to mitigate the damage.
Step 2: reporting – on the insurer's channel
The report is made on the insurer's claims line and online claims portal – this is the official, recorded and fastest route. For a loss affecting the building's policy it is typically the manager or the managing agent who reports; a separate article covers who does what: who reports the claim. What you will need: the policy number, the date and description of the incident, the property affected, contact details and access for the loss adjustment. The claim reference you receive should go into the file – every later step refers back to it. The reporting deadline is set out in the policy terms: “as soon as possible” means exactly that.
Steps 3–4: loss adjustment and repair
After the report the insurer may arrange an inspection or assess the case on the documents – the process is set out in detail in the article on loss adjustment. Repairs can start after that; the invoices and work sheets all belong in the claims file. The typical mistakes worth avoiding: “tidying the damage away” quickly before it is documented, putting off the report, setting aside requests for missing documents, and relying on verbal promises with nothing in writing.
And where does the broker fit in?
A routine claim runs fastest on the insurer's channel – and I help you get started with it: what to report, where, with which details. If the case stalls or becomes disputed, though – the settlement is contested, or the rejection looks unfounded – I step in as broker and help the building; that is what the article on stuck claims is about. A version you can put up for residents: the claims process guide.
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