In the unsettling aftermath of a catastrophic fire, the path to recovery may seem daunting. The first 30 days after a fire are pivotal in laying the groundwork for a smoother claim process. Whether you decide to hire a Public Adjuster or not, here is the first part of a comprehensive guide to help homeowners through this critical period.   

Prevent Additional Damage

Every homeowner’s policy has a clause in it that requires you to take steps to prevent additional damage to your dwelling.  This could mean boarding up broken windows and doors or tarping the roof where firemen have created a hole to vent the fire.  It is your responsibility and duty, not the insurance company’s, to mitigate any damage.  If you don’t do this your insurance carrier could refuse to pay for some of the interior damage that they believe was caused by the intrusion of rain that would not have occurred had you fulfilled your contractual duty and taken the necessary steps to prevent any more damage.  The good news is that your insurance company will reimburse you for this expense so hold onto any receipts to give to your adjuster (but make a copy first for your files).

Meeting with the Adjuster

First, most adjusters assigned to a claim are good people, but they have a job to do; and that job is to be a loyal and faithful employee.  The best way to demonstrate that to their bosses is by following company training and guidelines when handling your claim and focusing on their objective.  And that objective is to manage your claim in such a way so that they pay out the least amount possible without you knowing it.These adjusters represent their employers’ interests, not yours.  This doesn’t make them “bad” people. (You can’t begrudge someone for having a job and being loyal to their employer.  That’s just life.)  You just have to remember that there are two sides to a claim and they are on one side, and you are on the other. If your property is in Kentucky this is just one of the reasons to consider engaging a Public Adjuster. The same with any other state in the southeast.Second, it’s not unusual at the initial meeting to be asked to give a recorded statement.  It’s rather routine so don’t be concerned about it.  Most of the questions revolve around the circumstances of the fire. While you’re being recorded make sure to ask for a copy of the transcript for your files.  Follow up with an email reiterating your request for a copy of the transcript.  Read the transcript to make sure it captures exactly what you said!Which leads me to my third point: get the adjuster’s email address and cell number.  You will need both for obvious reasons.On their first visit, the adjuster will spend time on site taking photographs and measurements. They will need this raw data to put your estimate together.  Before they leave your property ask them when they expect to have your estimate done and sent to you.  Write down this date and be prepared to email them on that date asking for an update.  Depending on the size of the fire it can take anywhere from 2-4 weeks.

Communication

Keep all communication with the adjuster in writing via email.  This way nobody has to trust their memory.  Growing up, my dad used to tell me that the dullest lead pencil was still better than the sharpest memory.To be clear, I am not saying to never talk to your adjuster over the phone.  But I am saying that after such a call send him or her an email memorializing the conversation about what was discussed and anything that was agreed to.  This will send an unmistakable message to the adjuster that you are taking your claim seriously and will cause them to be more professional in their interactions with you.The insurance company’s adjuster is keeping a digital log of all his site visits, emails and phone calls with you.  If it’s important enough for them to do it, then it should be equally important to you so keep your own log or journal.  Large fire losses can get complicated and take longer than you ever expected so you will be glad if you have documented your claim as it moves through the process.The first thing that I would suggest that you email your adjuster for is a complete digital copy of your policy.  They can easily email it to you. It’s important that you have in your possession the most recent version of your policy so you can know with certainty what your limits of coverage are and can determine for yourself any additional coverages you have that you can avail yourself of…and there are usually several of them.  Don’t leave it up to your adjuster to tell you.  (Your entire policy will be 25-40+ pages. If you only receive 2-4 pages then you didn’t get your policy.  If it’s only a few pages, you most likely only got your Declarations page.  Ask again.)

Document Your Loss with Photos

At your first opportunity take a digital camera (or use your smart phone) and take photos of everything.  I would suggest that you start with taking  photos of the outside of your home first.  Go around your house in a clockwise manner taking wide-angle photos of each side of the house and then close-ups of specific fire and smoke damage you find.Likewise, when you get inside go through your house in the most logical way possible.  (I would encourage you to wear a surgical mask when doing this as there are fine particulates of soot in the air that can be unhealthy for you to be breathing in.  You may need a flashlight also to get around as the electricity will have been cut off.)Take a wide-angle photo from the four corners of each room.  Photos should include ones that include floor and ceilings, not just the walls.   Don’t forget to open up closet doors and get some good photos of what’s in them and do the same for drawers.  Do the same for attics and basements. 

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