A water damage claim file is built from photographs taken before anything is moved, a dated timeline, the crew's moisture log and written scope, and receipts for emergency and repair work. Those records show what happened, when it happened and what was done about it. This guide explains what to keep and how to keep it. It does not say what any insurer will pay.
Key takeaways
- Photographs taken before anything is moved are the strongest single record of the loss.
- A dated timeline in your own words links the photographs, the calls and the crew's visits.
- The moisture log shows whether the drying is working, and an adjuster will look at it first.
- A written scope records what was agreed before the work began and why each decision was made.
- Receipts for emergency measures, equipment and materials show what the loss cost you to limit.
- Your insurer decides what is covered under your policy, and this guide does not predict that decision.
What does a claim file need to show?
A claim file needs to show what was damaged, when the damage began, what was done to limit it and what the repair cost. Each record in the file should answer one of those four questions clearly.
The file is a record for three readers: the insurer, a contractor who will repair the building and, if there is a dispute, a person who reviews it later. Each reader needs the same facts, and a file that is easy to follow saves time for everyone.
Start the file on the first day. A folder, a digital copy and a single timeline document are enough. Put every photograph, receipt and written note into the same place, so nothing is lost while the work is still under way.
Which photographs should be taken, and when?
Take photographs before anything is moved, cleaned or removed. Include wide shots of each room, close shots of the water line and the damage, and pictures of each damaged item in place. Keep the original files with their date information intact.
Shoot each room from its doorway and from its corners, so the whole space is recorded. Then take close shots of the water line on the walls, the mud or stain on the floor, the cracks and the damaged fixtures. Put a common object, such as a coin or a ruler, beside the damage where that helps show its size.
Photograph the source as well as the damage. A burst hose, a drain that backed up, a window well full of water or a crack in the foundation is part of the story. Photograph it from a safe position, and do not climb or reach into water to get the shot.
What goes into the timeline?
The timeline lists the times and dates that matter: when the water was first seen, when the source was stopped, when each call was made, when the crew arrived and when each visit took place. A short sentence against each entry is enough.
Write the timeline as you go, not from memory afterward. A note such as 'water seen under the laundry door at 7:40, hose shut at 7:55, called the 24/7 line at 8:05' is worth more than a reconstruction made days later.
Add the things that changed during the event, such as a second wave of water, a power cut or a road that closed. Those details explain why the work took the time it did, and they help an adjuster place the damage in sequence.
How does the moisture log support the claim?
The moisture log records the readings for each room and material at each visit. A falling pattern over several days shows that drying is working, while a flat or rising pattern points to a source that is still active.
Each row in the log should give the location of the reading, the material, the value and the date. The same spot should be read at each visit, so the change over time can be followed. A log that moves between different spots makes the pattern hard to read.
Ask the crew to explain the target for each material. The target is what the room is measured against, and an adjuster will want to see that the target was set at the start and met before the job closed.
Why does the written scope matter?
The written scope records what was agreed before the work began: the rooms, the materials, the equipment, the readings and the expected visits. Any change to it should be written down and agreed again before it is carried out.
A scope that is kept with the claim file shows what the crew set out to do. When the final work differs from the first scope, the change order explains why, and it protects the owner from an unexplained charge.
The scope also shows what was not included. A repair made by a plumber, a roofer or a drywall contractor is a separate job, and the scope should say so, so the claim does not mix the two.
Which receipts should be kept?
Keep receipts for emergency measures, such as temporary pumps, tarps, sandbags and rented equipment, and for materials bought to protect the building. Keep invoices from the crew and from any trade that repaired the damage.
Emergency receipts show what it cost to limit the loss, and they are often the first costs an insurer asks about. Keep the original receipt, the date and the reason the item was bought. A photograph of the item in use is a useful addition.
Keep records of any personal items that were lost or damaged. A list with the item, its age, its approximate purchase date and any proof of purchase makes the contents part of the file easier to assess. Photograph each item before it is discarded, and keep the list up to date.
What changes when damage is found later?
Damage that is found after the first visit, such as a soft floor or a stain that appears later, should be recorded as a new finding with its own date. It should not be merged into the first timeline as if it had been seen at the start.
A late finding often has a clear cause: water that had moved through a wall, a slow leak that surfaced after the drying was finished, or mold that appeared where the readings had been high. Note when it was first seen, what it looks like and what the crew advised, with photographs taken that day.
Tell the insurer about the new finding in writing as soon as it is known. A clear note that separates the original loss from the later discovery keeps both parts of the file accurate, and it shows that the homeowner acted promptly once the damage was seen.
What should a homeowner avoid doing with the evidence?
Do not discard damaged materials, clean away the mud or the stain, or make repairs before the insurer has had a chance to see the damage, unless safety requires it. If the work must start first, photograph and document everything before it begins.
Keep damaged items that the insurer may want to see, and store them in a dry, safe place until the adjuster has had a chance to review them. Where the material is a health risk, such as sewage or mold, follow the crew's advice on removal and keep a record of what was removed.
Do not alter the timeline or the photographs after the event. If you add a note later, mark it as added and date it. A file that shows its own history is more credible than one that has been tidied.
Frequently asked questions
How long should I keep the claim file?
Keep it for as long as the claim, any repair and any dispute could be open, and for a reasonable period after that. Store a digital copy in a second place as well as the paper copy. This guide does not set a legal period, and you should ask your insurer or a professional about the rules that apply to your policy.
Do I need a professional to document the claim?
No, but a crew's written scope and moisture log are professional records that an adjuster can rely on. Your own photographs and timeline add to them. Ask the crew to include its readings in the written file it gives you.
What if I did not take photographs before cleaning?
Photograph everything that is still there, and describe what was removed in writing. Keep the crew's log and scope, which will show the state of the room at each visit. Tell the insurer what happened, when and why, so the file is complete.
Can my phone photographs be used as evidence?
Phone photographs can be useful, especially if they keep their date and location information. Keep the original files rather than edited copies, and back them up. Ask the insurer whether it needs full-size originals.
What should I do if the insurer asks for something I do not have?
Say so in writing, and explain what you have and where it is. Ask the crew or the trade that did the work whether it can provide the record. A clear answer about a missing record is better than a guess.
Does this guide tell me what my claim will pay?
No. Your insurer decides what is covered, under the terms of your policy and the cause of the loss. This guide only describes the records that help the claim be assessed.
What if water returns after the claim is settled?
Keep the new finding separate, photograph it, and call a crew to read the room. Tell the insurer in writing, and ask how the policy treats a repeat loss. The earlier records will show what was repaired and where the work stopped.
Should I keep copies of the crew's notes even if the claim is simple?
Yes. A simple claim can become complicated later, and the crew's notes are the most direct record of what was found and done. Keep them with the rest of the file, whether or not a claim is made.
This guide is general information for Salt Lake County homeowners, not a substitute for an on-site inspection. Prices are estimates. See our disclaimer.