Anna Lee
Commercial Lines Specialist · April 12, 2026
The 72 hours after a loss are the most important for your claim outcome. I've watched clients handle this well and handle it poorly, and the difference in settlement — on claims that look identical on paper — can be significant. Here's what to do in the right order.
First: stabilize the situation and document everything before anything is moved or repaired. For a home claim, that means photographs and video of every affected area, every damaged item, and every piece of supporting evidence before emergency contractors touch anything. For an auto claim, photograph the accident scene from multiple angles, photograph all vehicles involved, and get the other driver's information even if the damage looks minor.
Second: call your insurance agent before you call the carrier. Your agent can advise you on how to present the claim, review your policy for coverage you might not know exists, and help you decide whether filing is in your interest given your deductible and potential impact on future rates. Some small losses are better handled out of pocket. That calculation is easier to make with your agent on the phone than alone.
Third: file promptly. Most policies have reporting requirements, and delayed reporting can complicate a claim even if the delay was innocent. When you do file, ask for the claim number and the adjuster's direct contact information. Keep notes of every conversation with the adjuster, including dates, what was discussed, and what was promised.
Fourth: don't settle too quickly. Initial estimates from adjusters are often lower than the final settlement, particularly for structural damage where hidden issues emerge later. If the initial estimate doesn't feel right, you have the right to get your own contractor's estimate. If there's a significant gap, your agent can help you navigate the dispute process. At Heritage, we stay involved throughout our clients' claims because we've seen what happens when people settle early and then discover additional damage.
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