Tag Archive for: insurance

Step-by-step method for documenting property damage

ServiceMaster Restore’s straightforward, step-by-step method for documenting property damage properly.

When property damage occurs, your initial instinct might be to start cleaning up. That’s understandable. You want to restore things to normal. However, if you act too quickly, you risk losing the evidence needed for insurance claims, loss assessors, or landlords.

Good documentation helps your claim progress quicker. It also minimises unnecessary back and forth. You give people a clear picture of what happened, what was affected, and what it will take to put it right.

Step 1. Make the property safe first

Do not put yourself at risk for photos.

If you smell gas, see exposed wiring, or notice structural damage, stay clear and contact emergency services. If water is near electrical equipment, do not touch switches or appliances.

Once the area has been deemed safe, you may document appropriately.

Step 2. Record the basics straight away

Jot down the facts while they are still fresh.

Include:

  • Date and time you first observed the damage or when it occurred
  • What do you think caused it, if you know
  • Where the damage is, room by room
  • What actions you take, such as turning off the water at the mains

Keep it straightforward. You are creating a clear timeline.

Step 3. Take wide photos first

Begin with photographs that capture the entire scene.

Do:

  • One photo of the exterior, if relevant.
  • One photo at the doorway of each affected room.
  • Photos illustrating the extent of the damage

This provides insurers and loss adjusters with context. It prevents disputes later regarding scale.

Step 4. Take close-up photos next

Then move closer.

Capture:

  • Damage to walls, ceilings, floors, windows, and fixtures
  • Water lines and staining
  • Soot marks and smoke residue
  • Mould patches and damp areas
  • Cracked tiles, broken pipes, or damaged roof sections

Include a common object for scale, such as a coin or ruler. It helps to demonstrate size.

Step 5. Take video footage

Video helps demonstrate flow, sound, and scale.

Create a slow walkthrough of the affected areas on camera. Narrate what you observe. Stay factual.

For example:

“This is the kitchen ceiling. The stain extends to the wall with the window. The plaster feels damp.”

Take your time with the clip. A steady video is more helpful than many short ones.

Step 6. List damaged items clearly

Create a simple inventory.

For each item, note:

  • Item name and brief description
  • Room location
  • Approximate age
  • Approximate value, if known
  • Whether it is damaged, destroyed, or requires specialist cleaning

Keep copies of receipts, warranty documents, or bank statements. Photos of model numbers are also useful, especially for appliances and electronics.

Step 7. Keep samples of key evidence if possible

Don’t get rid of everything right away.

Insurers might need to examine damaged items. If you have to dispose of something for safety reasons, take clear photos beforehand and note the reason for removing it.

Step 8. Track costs from day one

Small costs add up fast.

Keep receipts for:

  • Emergency plumbing
  • Temporary repairs
  • Dehumidifier hire
  • Alternative accommodation
  • Cleaning supplies
  • Replacement essentials

If you pay for anything related to the incident, keep proof.

Step 9. Avoid cleaning that removes evidence too early

You can take steps to prevent further damage, but avoid vigorous cleaning before documenting.

Do not:

  • Paint over stains
  • Pull up flooring without photos
  • Wash soot off walls
  • Remove mould without recording the spread

If you need to shift items to avoid further damage, take photographs of them beforehand.

Step 10. Store everything in one place

This makes life easier in the future.

Use a single folder on your phone or computer, labelled by date. Save:

  • Photos and videos
  • Notes and timelines
  • Receipts and invoices
  • Emails and call logs with your insurer or landlord

It may seem simple, but it helps avoid losing information when things become stressful.

When to Call in Professional Help

If you encounter fire, water, smoke, or mould damage, professional restoration can minimise secondary damage and make the claims process easier. It also provides clear reporting, helping insurers and loss adjustors understand the full scope of the problem. If you still need a hand with documenting property damage properly, contact us today.

ServiceMaster Restore supports property owners across the UK with fire and smoke restoration, water damage drying, and mould remediation. If you need assistance, call 0800 021 3970 or find your nearest ServiceMaster Restore branch today.

Brokers to the Rescue: Have the right solution for policyholders

Most of the time, your policyholders need a hero. As a broker, you want that to be you.

But claims teams have a significant burden to manage. You have to process claims quickly and efficiently while maintaining effective communication in rapidly evolving and complex situations. This balancing act can be daunting. Not to mention, a lack of visibility and collaboration among different processes and parties can hinder your ability to deliver the prompt and straightforward resolutions that policyholders expect.

That’s where we come in.

ServiceMaster Restore is a UK-wide disaster recovery and specialist cleaning company with over 65 years of experience as part of the global ServiceMaster brand. We have the resources to handle any disaster restoration task, no matter how challenging, and assist you in becoming the local heroes their policyholders need.

Our professionals work alongside insurance-approved providers to streamline the claims process, cutting through the red tape that can delay crucial assistance when it matters most, so you can be the local hero your policyholders need in a crisis.

ServiceMaster Restore Connect

ServiceMaster Restore Connect is our UK-wide network of approved suppliers that allows us to connect with some of the UK’s most reputable trade experts and contractors, helping when it is needed most.

Through our ‘Connect’ network, we collaborate with top industry professionals to offer a comprehensive end-to-end solution for any restoration project. Your policyholders benefit not only from our 65+ years of expertise in delivering excellent disaster restoration services but also from access to expert-approved suppliers in various fields, including:

  • Drainage Solutions
  • Pest Control
  • Plumbing, Water & Heating
  • Electrical and Lighting
  • Refurbishment and Reinstatement work (painting and decorating)
  • Furniture and Upholstery Repairs
  • Building Repairs
  • Roofing
  • Floor Covering, Boarding & Scaffolding
  • Waste Management
  • Landscaping

In a crisis, time is money.

As our “Connect” network expands, we can support our customers in more ways, saying yes to more jobs and ensuring your policyholders receive the help they need when it matters most.

Whether for commercial or domestic properties, ServiceMaster Restore Connect seamlessly integrates with our services, bringing together vetted and approved local experts in various trades. No matter where you are in the country, you can trust ServiceMaster Restore to have an expert at your door the same day.

Our end-to-end solution mitigates damage and manages the reporting and completion of all restoration work, allowing you to dedicate more time to your customers while knowing that each client is being taken care of. For brokers, Restore Plus offers a risk-free experience for customers using our services. When making a claim, we work within their excess and report directly before an insurer can attend.

Together, ServiceMaster Restore and Connect ensure our local experts are available quickly to deliver professional solutions, sometimes even preventing the need for a claim.

ServiceMaster Restore Plus

Through our exclusive ServiceMaster Restore Plus offering, we provide a service that meets the diverse needs of different sectors. We guarantee same-day callouts, exceptional service, and reduced claims costs. With a network of restoration specialists providing guaranteed same-day responses, Restore Plus is an invaluable asset for you and your customers. Just one phone call is all it takes to have a professional on-site the same day, eliminating the lengthy and costly claims processes. When disaster strikes, we’ve got you fully covered!

Comprehensive Nationwide Coverage

As a nationwide leader, we operate through locally owned franchises with team members who are part of the communities we serve. Our teams understand that challenging situations require compassion and swift action.

That’s why our services are specifically tailored to meet the unique needs of our clients. Whether it’s fire, flood, mould, trauma, or vandalism restoration, our skilled technicians across the UK are trained to use the right techniques for each scenario, guaranteeing effective and efficient results.

Ready to connect?

Join the supply chain for premium end-to-end claims management and disaster restoration solutions from an industry-leading brand with over 65 years of providing evolving and expert services across the UK.

Sign up for ServiceMaster Restore Connect and ServiceMaster Restore Plus and get connected to more local opportunities and be the hero your policyholders need. It’s easy and (not to mention) free!

Or, find your nearest ServiceMaster Restore business to see how we can help you today.

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Navigating the Claims Process for Disaster Restoration

How to know when to claim on restoration work on your property.

When the unexpected happens, time is of the essence. Whatever the nature of the damage to your property, whether water and flood, fire and smoke or mould damage and vandalism, you need to be prepared to take the best course of action for the issue at hand.

But with so many variables and moving parts, it can be hard to know when, in the process of restoring your property, you need to claim on your insurance and what the restoration timeline is for your property.

In this blog post, the disaster restoration experts at ServiceMaster Restore, who regularly work with insurance brokers, loss assessors and adjustors to ensure swift and professional restoration work, walk you through the claims process for disaster restoration work and what to do when.

  1. Stay Safe and Conduct a Damage Assessment

Once you are safe, your first step to determine when to claim on restoration work will be to assess the damage promptly and/or professionally. An early and thorough assessment of the damage will help you know what you’re dealing with to prevent further deterioration, especially with water or mould issues and ensure accurate cost estimates later on, which are crucial for insurance claims.

At this point, you may want to engage restoration experts to conduct an accurate assessment and perform cost estimates, as they are more likely to have the tools and expertise necessary to identify hidden damages to your property.

  1. Make Contact

Whether your property is residential or commercial, the next step is to contact your building’s insurance company.

If you rent your property, inform your landlord about the damage, as they are likely responsible for the repairs. If you are the property owner, contact your insurance provider for any damage covered by your policy as soon as possible.

They are likely to advise you to take one of the following courses of action:

  • Contact their approved disaster restoration company
  • Send them photos for the insurance company to contact a disaster restoration expert
  • Find and contact a disaster restoration company

Logging the Claim with your Insurer

In some incidents, like a flood or burst pipe, which often occur out of hours or during high-demand periods, your insurer may not be able to immediately assist you.

Many restoration companies like ServiceMaster Restore operate 24/7 due to the unexpected nature of the majority of disasters property owners face. Therefore, we’ll be able to assist whenever you need us. In this instance, log a claim with your insurer and utilise their approved contractors or contact a restoration company yourself.

At ServiceMaster Restore, we understand that this aspect of the claims process can often be what hinders essential restoration work from happening as quickly and effectively as it should. That’s why, with ServiceMaster Restore Plus, we have streamlined the claims process. A service that understands the diverse needs across sectors, ensuring that everyone gets a tailor-made experience with a hassle-free add-on to your insurer’s existing cover, offer or policy, which allows us to act quickly 24/7, ensuring rapid response times, reduced costs and an exceptional service.

  1. The Claims Process for disaster restoration

Once the claim has been logged, your insurer is likely to provide a claim form, which you should complete accurately and keep for your records.

After the claim form and emergency repairs are done, your insurer may appoint a loss adjuster to investigate the cost of claims, the cause of the incident, and how much is covered by the insurance policy to agree on a cost.

A restoration expert will then likely provide a quote on restoration and reinstatement work for the property. This quote will then be sent to your insurer to agree on before work commences.

If you disagree with your insurer’s offer, utilise their complaints process if necessary.

When Not to Claim

There are a few reasons why claiming restoration work may not be in your best interest. Including…

  1. Policy Limits

If the damage is extensive and estimated repair costs exceed the maximum payout under your insurance policy, you may instead consider a partial claim or paying for the remaining costs yourself.

Even if repairs are underway, if the policy limit has been reached, the insurance provider might refuse to cover further costs, like alternative accommodation (AA), even if the property remains uninhabitable.

Your insurance provider will assess individual circumstances to determine if a property is truly uninhabitable or unsafe, considering factors beyond the availability of basic amenities.

  1. Lack of Coverage and Exclusions

Some policies might exclude certain types of damage, like certain events or to specific parts of the property. Be aware of any limitations or exclusions in your policy, as this may affect your ability to claim.

  1. Qualifying Repairs and Specific Schemes

Some schemes, like the Right to Repair Scheme, have specific criteria for repairs that are considered qualifying repairs.

If the damage doesn’t fall under the scheme’s definition of a qualifying repair, e.g.:

  • It’s beyond the cost limit
  • The local authority isn’t responsible

Then you won’t be able to claim under this particular scheme.

Furthermore, if the repair is considered an improvement rather than a restoration to the original condition, it might not be covered under certain schemes.

  1. Timing and Delays

When repairs take longer than expected and there are no undue delays caused by you, the insurance provider is likely to cover your alternative accommodation costs, even if the policy limit has been reached. However, if it is established that unnecessary delays were caused on your part, the insurance provider may appropriately refuse to cover additional alternative accommodation costs beyond the policy limit.

  1. Third-Party Claims or Disasters

In certain situations, property damage may occur due to factors entirely beyond your control. If a third party is responsible for the damage, pursuing a claim against them could be the most effective course of action instead of relying on insurance.

Additionally, if the property has been significantly affected by a natural disaster, considering rebuilding or renovating may be a better choice than attempting to restore it to its original state, particularly if the original structure is no longer feasible.

Need help navigating the claims process for disaster restoration?

At ServiceMaster Restore, we work closely with insurance companies to restore your property following most disasters, but if that aspect isn’t covered within your policy, we are happy to take on private cases.

No matter what disaster you’re facing, as a trusted provider for insurers across the UK, we’ll be on hand quickly to deal with the damage to your property.

Call 0845 762 6828 or 0800 021 3970 24/7 in an emergency, find your nearest ServiceMaster Restore business to see how we can help you today.