Claim basics
These facts come from the Texas Department of Insurance (TDI) and the National Association of Insurance Commissioners (NAIC), the group of state insurance regulators. Texas rules apply in Texas. Your state may differ, so check with your own state's insurance department.
Right after damage
TDI's storm page suggests these steps (TDI: Help after a storm):
- Call your insurance company to report the damage.
- Take pictures and video of the damage. TDI says: "Don't throw anything away until your insurance adjuster tells you."
- Make temporary repairs to stop more damage, and save the receipts.
- Hold off on permanent repairs until the adjuster sees the damage.
- Keep a record of everyone you talk to at your company.
- Try to be there when the adjuster visits, and point out all the damage.
Watch the paperwork with contractors
TDI's contractor page gives these warnings (TDI: How to avoid contracting scams):
- Get at least three bids, on company letterhead with a phone number and address.
- Don't sign a contract with blank spaces.
- Don't sign something called an "estimate" or "release" just to let someone on your roof. Read it first.
- In Texas, it is against the law for a contractor to offer to waive your deductible.
If you and your insurer disagree
Talk to the company first
The NAIC says to try to settle a problem with your insurer first. If that doesn't work, you can go to your state department of insurance. (NAIC: How to File a Complaint)
What a state department can look at
The NAIC lists issues such as unfair claim delays or denials, failure to honor a policy, and a lack of timely communication. It says most departments take complaints online, by mail or by phone.
What a state department can't do
TDI explains its own limits. For example, it can't decide who caused an accident. It also can't force a company to pay a claim if the company didn't break the law. (TDI: Get help with an insurance complaint)
Self-check
1. Water soaked your carpet. Should you throw it out today?
- Answer: Not yet. Photograph it, and ask your insurer or adjuster before you throw anything away.
2. A roofer offers to "take care of" your deductible. What does TDI say?
- Answer: In Texas, that offer is against the law. Find another contractor.
3. Where does a complaint go if your insurer won't fix a problem?
- Answer: Your state's department of insurance.