The short answer
First ensure people's safety, limit the damage where this is possible without risk, then have a professional identify the source. Take photographs, record the timeline and notify the claim without waiting until you have all the documents. You can complete the file afterwards.
The first few hours
Turn off the water if the stopcock is accessible, keep people away from areas where water is in contact with electrical installations and call the appropriate service. Move whatever you can without putting yourself at risk. These measures limit the damage and show that the company has taken action.
Take wide-angle photographs, followed by close-ups, before cleaning: ceiling, floor, affected property, meter. Record the time of discovery and who was present.
Separate the cause, damage and costs
Water damage often involves several elements: the pipe or equipment where it originated, the damaged building, the affected inventory, and drying or relocation costs. These may fall under different policies: building, property, or even liability insurance if a third party has suffered harm or is responsible. Presenting them separately helps the insurer handle each part.
Repairing the cause itself does not always follow the same rules as the damage it caused. Read the conditions and excesses applicable to each item.
Compile the claim file
- Report or invoice from the professional who identified the source
- List of affected property with invoices or estimates of value
- Timeline of events and measures taken
- Reinstatement quotations and costs incurred
- Contact details for the owner, property manager or neighbours concerned
If there is a disagreement
If part of the claim is declined or reduced, ask for a written position citing the clause applied. Review it alongside the complete policy, the excesses and the maintenance history you can document. A discussion based on specific documents progresses faster than a general challenge.
Frequently asked questions
Should I wait for the loss adjuster before cleaning?
Take photographs first, then limit the damage. If damaged property has to be discarded, retain evidence and, where possible, ask the insurer whether it wishes to inspect it.
I am a tenant: who notifies what?
The owner or property manager generally handles the building; the company notifies its own insurer of its inventory and costs. Keep each other informed to avoid duplication and omissions.
Does a lack of maintenance always lead to a claim being declined?
No, the answer depends on the facts and the clauses. Documenting the maintenance of your installations helps clarify the discussion if the question arises.