Question 1

What should I do in the first hour after discovering property damage?

Accepted Answer

Ensure safety first — evacuate if necessary, shut off water or power to affected areas. Then document everything with photos and video before touching anything. Call your insurance company within the first hour to report the claim and get a claim number. Begin emergency mitigation (water removal, tarping, board-up) immediately — your policy requires you to prevent further damage. Do not wait for the adjuster before starting mitigation. Start a claim diary noting every call, name, and conversation.

Question 2

Do I need to wait for the insurance adjuster before cleaning up?

Accepted Answer

No. Your insurance policy includes a "duty to mitigate" clause requiring you to prevent further damage. You should begin emergency mitigation immediately — water extraction, drying, tarping, board-up — and your insurer will reimburse reasonable emergency costs. Document everything thoroughly with photos and video before and during cleanup. Save all receipts. However, do not make permanent repairs before the adjuster inspects. Stabilize the situation but preserve evidence of the original damage. For water losses specifically, see our step-by-step filing guide for the evidence and drying logs that protect your claim.

Question 3

How long do I have to file an insurance claim?

Accepted Answer

Most policies require "prompt" or "immediate" notice — typically within 24 to 48 hours. Delaying notification can jeopardize your coverage and is one of the most common reasons claims get denied. Florida law requires insurers to acknowledge your claim within 7 days and begin investigation. Call your carrier's 24/7 claims hotline as soon as the situation is safe and documented. For water damage claims specifically, our guide covers FL, NC, and SC filing deadlines in detail.

Question 4

What documentation does the insurance adjuster need from me?

Accepted Answer

Adjusters need comprehensive evidence: photos and video of all damage from multiple angles (wide shots and close-ups), a personal property inventory listing damaged items with descriptions, age, and value, moisture readings and restoration documentation for water losses, repair estimates in Xactimate format, and any specialist reports (plumber, electrician, fire department). The more organized and thorough your documentation, the faster and more complete your settlement.

Question 5

How should I document damage for the best claim outcome?

Accepted Answer

Take hundreds of photos — more is always better. Capture wide-angle room shots showing the full extent, then close-ups of specific damage. Photograph the damage source (burst pipe, roof hole). Video walkthrough with narration creates a time-stamped record. Photograph serial numbers on damaged electronics and appliances. Capture moisture meter readings if available. Do not throw away any damaged items before they are documented by you and ideally by the adjuster.

Question 6

What is Xactimate and why does it matter for my claim?

Accepted Answer

Xactimate is the industry-standard software used by insurance adjusters and restoration contractors to create itemized repair estimates. It prices every task line by line — drywall removal, painting, flooring replacement — using standardized costs. When your contractor submits an Xactimate estimate, it speaks the same language as the adjuster's estimate, which speeds up approval and reduces disputes. Palm Build prepares Xactimate estimates that mirror what adjusters use, ensuring nothing is missed.

Question 7

What is the difference between replacement cost and actual cash value?

Accepted Answer

Replacement Cost Value (RCV) pays what it costs to replace damaged property with equivalent new items. Actual Cash Value (ACV) deducts depreciation based on age and condition. With an RCV policy, insurers typically pay ACV first, then release the depreciation holdback after you complete repairs and submit receipts. For example, a 10-year-old roof costing $20,000 to replace might receive $10,000 ACV initially, with the remaining $10,000 released after the new roof is installed.

Question 8

What is a hurricane deductible and how does it work?

Accepted Answer

Hurricane deductibles in Florida are typically 2%, 5%, or 10% of your dwelling coverage — not a flat dollar amount. If your home is insured for $400,000 with a 2% hurricane deductible, you pay the first $8,000 of hurricane damage before insurance pays. Hurricane deductibles apply per season (not per storm) and only when a named hurricane causes the damage. They do not apply to non-hurricane events. Many Floridians are surprised by how large this amount can be.

Question 9

Does my homeowners insurance cover flood damage?

Accepted Answer

No. Standard homeowners insurance does not cover flood damage (rising water from outside). You need a separate flood insurance policy through the National Flood Insurance Program (NFIP) or a private flood carrier. This distinction matters because after a hurricane, you may have both wind damage (homeowners policy) and flood damage (flood policy) — two separate claims with two different adjusters. Florida now requires some Citizens policyholders to carry flood insurance.

Question 10

Why was my insurance claim denied?

Accepted Answer

Common denial reasons include: the loss type is excluded from your policy (flood damage on a homeowners policy), late reporting, insufficient documentation, the insurer classifying damage as gradual wear rather than sudden and accidental, failure to mitigate further damage, policy lapse, or a cause-of-loss dispute. Read the denial letter carefully — it must state the specific reason. Many denials can be overturned with additional documentation or expert reports.

Question 11

What can I do if my claim is underpaid or denied?

Accepted Answer

First, request clarification in writing. Compare the adjuster's estimate line by line with your contractor's. Submit a supplement with additional documentation for missed damage. If that fails, consider hiring a public adjuster (they negotiate on your behalf for 10-20% of the payout). You can invoke the appraisal clause in your policy for scope and price disputes. Florida homeowners can request state-sponsored mediation for hurricane claims. As a last resort, consult a property insurance attorney.

Question 12

What is a supplemental claim and when do I need one?

Accepted Answer

A supplement is a request for additional insurance funds after the initial payment, covering damage or costs that were not known when the original estimate was written. This is extremely common — hidden mold behind walls, rotted subfloor under flooring, code upgrade requirements. Supplements are a normal part of the claims process, not a sign of anything wrong. Your restoration contractor documents the additional damage with photos and submits a supplemental Xactimate estimate to the adjuster.

Question 13

How does a restoration company help with my insurance claim?

Accepted Answer

A quality restoration company handles much of the claims burden: documenting all damage with hundreds of photos, taking daily moisture readings and drying logs, preparing Xactimate estimates in the format adjusters require, meeting the adjuster for inspections to ensure nothing is missed, filing supplemental claims for hidden damage, and coordinating billing so you typically only pay your deductible. Palm Build navigates insurance claims daily and acts as your technical advocate throughout the process.

Question 14

Should I hire a public adjuster?

Accepted Answer

A public adjuster represents you (not the insurance company) and can be valuable when claims are complex, denied, or significantly underpaid. They typically charge 10-20% of the claim payout (capped at 10% for Florida hurricane claims). Consider hiring one if your claim is denied, the offered settlement seems far below repair costs, or you are dealing with a complex multi-coverage situation. For straightforward claims handled by an experienced restoration company with good documentation, a public adjuster may not be necessary.

Question 15

What is the difference between the different types of adjusters?

Accepted Answer

Staff adjusters are direct employees of your insurance company. Independent adjusters are contractors hired by your insurer, often deployed after large disasters. Both represent the insurance company's interests. A public adjuster is hired by you and represents your interests — they inspect damage, prepare estimates, and negotiate with the carrier on your behalf. Understanding who works for whom helps you navigate conversations and know when to seek additional representation.

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