Setting up your claim file
Pick one place
A folder, an envelope or a single notes file on your phone. Everything about the claim goes there.
Write down the basics
Policy number, claim number, adjuster name and contact, date of loss, and the investigating agency's report number if there is one.
Let the provider take photos
You do not need to photograph the affected room yourself. Ask the cleanup provider to photograph conditions before, during and after work and share them with you and the adjuster.
Keep a call log
Every conversation with the insurer or provider gets a line: date, who you spoke with and what was said.
Save every invoice and receipt
Including hotel stays, meals or travel if you had to stay elsewhere, which some policies cover as additional living expenses.
Sample call log
| Date | Spoke with | Organization | What was said or agreed | Follow-up needed |
|---|---|---|---|---|
| Day 1 | Adjuster name | Insurer | Claim opened; asked for written scope before work | Send scope once received |
| Day 2 | Estimator name | Cleanup provider | Assessment scheduled; will photograph affected areas | Forward photos to adjuster |
| Day 3 | Adjuster name | Insurer | Scope approved; payment to be issued jointly | Confirm how deductible applies |
Documents your file should end up with
- Written scope of work and any revised versions
- Before, during and after photos from the provider
- Itemized list of removed and disposed materials and contents
- Waste disposal or manifest documentation
- Final invoice, itemized
- Any lab, ATP or verification results the provider performed
- Receipts for temporary housing or related costs
- Copies of all forms you signed
- Adjuster's written approvals and payment letters
Questions to ask the adjuster
- Do you need to inspect the property before cleanup starts, or can you rely on the provider's photos?
- Is biohazard cleanup covered under my policy for this cause of loss, and under which section?
- How does my deductible apply, and will payments be issued to me, the provider or both?
- Does my policy include additional living expenses or loss of rent, and what records do you need?
- Is there a separate limit for contents, and how should I list contaminated belongings?
- Who do I contact if I disagree with the amount approved?
Common questions
Do I have to describe what happened in detail?
You need to give the insurer accurate basic facts about the cause of loss. You do not have to describe the scene in graphic detail; the provider's documentation and any official report usually cover that.
General information for the Denver area, not a quote or professional advice. In an emergency, call 911.