What to do in the first 48 hours after a property loss

I've walked clients through hundreds of claims over 50 years. The first 48 hours determine everything — who you call, what you document, and what you never say to the adjuster. Here's the playbook.

The Moment It Happens

You come home and there's water pouring through the ceiling. Or you wake up and the tree in the backyard went through the roof overnight. Or the kitchen fire that started on the stove took out the cabinets before the fire department got there.

In that first moment, most people panic. That's normal. But what you do in the next 48 hours will determine whether your claim goes smoothly or turns into a months-long fight with your insurance company.

I've been on the other end of that phone call since 1976. Here's exactly what I tell my clients.

Step 1: Make Sure Everyone Is Safe

Before you touch anything, before you call anyone — make sure your family is safe. If there's structural damage, get out of the house. If there's standing water near electrical panels, don't walk through it. If there's smoke, open the windows and leave.

Insurance can replace property. It can't replace people.

Step 2: Call Your Insurance Agent — Not the 800 Number

This is where most people make their first mistake. They call the 800 number on the back of their insurance card. That connects them to a call center. The person who answers doesn't know them, doesn't know their policy, and doesn't know their situation.

Call your agent. If you have an independent agent like us, we know your policy inside and out. We know your limits, your deductibles, your endorsements. We can tell you on the spot whether something is covered and what to expect.

More importantly, we can file the claim for you and make sure it's set up correctly from the start. How a claim is reported matters. The words used in that first report follow the claim all the way through.

Step 3: Document Everything Before You Clean Up

I cannot stress this enough: take pictures and video of everything before you touch it.

Walk through every affected room. Open every cabinet. Pull out every drawer. Photograph the damage from multiple angles. Get close-ups of water lines on walls, char marks, broken glass — whatever it is.

Then make a list. Write down every item that was damaged or destroyed. Brand names, approximate age, approximate value. You don't need receipts right now, but the more detail you can provide, the better your claim will go.

I've seen claims where the homeowner cleaned everything up before documenting it. They threw out the waterlogged furniture, mopped up the floors, and then called me. At that point, it's your word against the adjuster's estimate. You don't want to be in that position.

Step 4: Prevent Further Damage — But Don't Make Permanent Repairs

Your policy requires you to take reasonable steps to prevent further damage. That means:

Keep receipts for everything you spend on emergency mitigation. That's covered under your policy. But do not start permanent repairs until the adjuster has inspected the damage. If you replace the drywall before the adjuster sees the water damage behind it, you've just eliminated the evidence of your own claim.

Step 5: Do Not Give a Recorded Statement to the Adjuster Without Talking to Your Agent First

This is the one that costs people the most money.

The insurance company's adjuster works for the insurance company. They're not your advocate. When they call and ask for a recorded statement, they're building a file. Anything you say in that statement can be used to limit or deny your claim.

I'm not saying the adjuster is out to get you. Most of them are professional and fair. But their job is to evaluate the claim from the carrier's perspective. Your job is to present the claim from yours.

Before you give any recorded statement, call your agent. Let us walk you through what to expect, what questions they'll ask, and how to answer them accurately without volunteering information that could hurt you.

Step 6: Keep a Claim Diary

From the moment the loss happens, start a simple log:

This diary becomes your paper trail. If the claim drags on or there's a dispute, this log is worth its weight in gold.

Step 7: Understand What "Loss of Use" Means

If your home is uninhabitable, your homeowners policy includes loss of use coverage — also called Coverage D or additional living expenses. This pays for a hotel, meals above your normal cost, laundry, storage, and other reasonable expenses while your home is being repaired.

But here's what people don't realize: there's a limit. Check your policy or ask your agent what your loss of use limit is. In the Bay Area, where hotels run $200–$400 a night, that limit can get eaten up faster than you'd expect.

Also — save every receipt. The insurance company will reimburse you, but they need documentation. No receipt, no reimbursement.

Step 8: Get Your Own Estimates

The adjuster will send out their preferred contractor to estimate the repairs. You are not required to use that contractor. You have every right to get your own estimates from licensed contractors.

In fact, I recommend getting at least two independent estimates in addition to whatever the insurance company provides. If there's a gap between what the carrier wants to pay and what the repairs actually cost, those independent estimates become your leverage.

The Mistakes That Cost Homeowners the Most

After 50 years, I can tell you the three biggest mistakes:

The Bottom Line

A property loss is stressful. I've sat with clients who've lost everything in a fire and clients who've had a minor water leak that turned into a $40,000 repair. The emotions are different, but the process is the same.

Document everything. Call your agent first. Don't rush to clean up. Don't rush to give statements. And keep every receipt.

The first 48 hours set the tone for the entire claim. Get them right, and the rest follows.

Paul Nadler has been a licensed insurance broker in California since 1976. He is the third-generation owner of Nadler Insurance in San Carlos. Let's review your coverage →