Insurance after water damage: what Georgia's commissioner says

Read the policy before the phone call

Georgia's insurance commissioner starts with the policy itself: what is covered, what is excluded and what the deductibles are. A claim needs filing soon after the loss, by phoning the agent or the company's claims hotline. A policy may set a time limit for giving notice, so the wording is worth a look early.

The office also asks for complete, correct information, since gaps and mistakes slow a claim down.

Floods are often a separate policy

The commissioner's home insurance page says homeowners insurance covers losses and damage to a private residence and its contents. It adds that most policies do not cover losses from natural disasters such as floods, and that cover for those can usually be bought as a separate policy.

FloodSmart, the National Flood Insurance Program's site, says most homeowners insurance does not cover flood damage. It also says almost one-third of flood insurance claims come from outside high-risk flood areas.

Photos first, then temporary repairs

The commissioner notes that a homeowners policy may require temporary repairs to protect the property from further damage. The cost of those repairs is where receipts matter, so keep every one. If possible, photographs or video of the damage come before the temporary work.

Damaged personal property is worth keeping so the adjuster can inspect it.

Hold off on permanent repairs

Temporary repairs are a good idea, the commissioner says, and permanent ones are not until the damage has been inspected. A company may turn down a claim if permanent repairs are made first.

Before meeting the adjuster, the office suggests working out what the repair would cost if possible, bringing records of improvements made to the property and asking for an itemized explanation of any settlement offer.

Keep a paper trail, and take your time

Copies of all correspondence, notes on every phone and in-person contact with the date, the name and title of the person and what was said, and a record of time and expenses: that is the commissioner's list. When there is a disagreement about a settlement, the office suggests asking the company for the exact policy language involved. A denial is meant to come as a written letter that explains the reason and cites the policy language.

The office also says not to rush into a settlement, and to seek professional advice when the fairness of an offer is in question.

Where a complaint about a claim goes

The commissioner's home insurance page says the Department of Insurance's Consumer Services Division may be able to help with a complaint about how a claim was handled. Its numbers are (800) 656-2298 and (404) 656-2070, answered Monday through Friday from eight in the morning until five in the afternoon, Eastern.