ARS CLAIM-EDUCATION GUIDE
A plain-language map of common claim stages, the records that matter, and questions to ask without assuming coverage or a fixed schedule.
Typical activity: Emergency response, source control where safe, temporary protection, first photographs, insurer notification, and assignment of a claim number.
Keep: incident reports, initial photos, receipts, emergency authorizations, and the name and time of every contact.
Ask: What immediate mitigation is expected? What documentation should be submitted? Who handles building, contents, and temporary living expenses?
Typical activity: Insurer and contractor inspections, moisture or residue assessment, contents evaluation, access planning, and identification of specialized experts.
Keep: inspection dates, attendee list, photographs, measurements, testing or sampling records, and areas not accessed.
Ask: What remains unknown? Is another inspection needed? What safety, code, environmental, or engineering issues may affect the work?
Typical activity: Water extraction, drying, board-up, controlled demolition, cleaning, contents protection, or other work intended to limit additional damage.
Keep: signed scope, daily logs, equipment records, moisture or cleaning documentation, change approvals, debris or contents records, and invoices.
Ask: Which work is emergency stabilization, and which work is permanent repair? How will unexpected conditions be approved and priced?
Typical activity: Building and contents scopes are developed, contractor and insurer estimates are compared, and missing or differing items are discussed.
Keep: every estimate version, photographs supporting each area, material specifications, measurements, and written explanations for changes.
Ask: Which items are agreed, disputed, deferred, or subject to a limit? What is the process for supplemental damage discovered during work?
Typical activity: The insurer applies policy language, deductible, limits, valuation terms, and any holdbacks or depreciation.
Keep: coverage letters, payment explanations, checks or electronic-payment notices, and the policy form and endorsements used.
Ask: What policy language supports the decision? What portion is building, contents, or additional living expense? What must occur before any recoverable depreciation is considered?
Typical activity: Permits, material selection, reconstruction, inspections, progress payments, and supplements for documented conditions not reasonably visible earlier.
Keep: contract, selections, permits, schedules, change orders, progress photos, inspection results, invoices, and written supplement decisions.
Ask: Who authorizes changes? How do schedule delays affect temporary arrangements? What documentation is needed before the next payment?
Typical activity: Final walkthrough, punch list, completion documents, final invoices, warranty information, and claim reconciliation.
Keep: signed completion records, permits and inspections, warranties, final photos, payments, and unresolved-issue correspondence.
Ask: Are all submitted portions decided? Are any deadlines still running? What should be retained if a hidden condition appears later?
Request the status, missing information, next action, responsible person, and relevant policy language in writing. Washington consumers can also contact the Office of the Insurance Commissioner.
Review note: Prepared September 2026. This resource is educational and does not replace instructions from emergency services, your insurer, medical professionals, building officials, engineers, environmental professionals, or legal counsel. ARS does not determine insurance coverage.
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