The short answer
An insurance adjuster is sent by your insurer to look at the loss, review your policy and estimate the damage. The visit goes best when you have photos, a written list of what was damaged, the repair or drying records and your policy details ready.
This page is general information. Coverage depends on your policy and the cause of the loss, so check your policy and ask your insurer. Nothing here promises approval or a payout.
Before the adjuster arrives
- 1Stop the damage from growing. Shut off the water source, remove standing water and start drying. Most policies expect reasonable steps to prevent further damage.
- 2Photograph and video everything. Capture the source, each affected room, damaged belongings and any serial numbers or labels before cleanup.
- 3Keep damaged items when safe. Hold on to samples of damaged flooring, drywall or contents until your insurer says otherwise. Sewage-affected items are the exception, so photograph them first.
- 4Report the loss. Call or file with your insurer promptly and note the claim number, the date and the name of each person you speak with.
- 5Start a folder. Collect invoices, moisture logs, emails and receipts for hotel stays or emergency supplies.
Write down the date and time you first noticed the water, since insurers often ask when the loss began and how it was discovered.
Water still spreading? The dispatch line is open 24 hours a day.
☎ Call (562) 271-5850What the adjuster does and does not do
The adjuster inspects, takes notes and photos, and reviews the cause and scope against your policy. They may bring a moisture meter, or they may rely on the report from your drying contractor. They then prepare an estimate for the insurer.
The adjuster works for the insurer, not for you or for your contractor. A restoration company does not decide coverage, and no contractor can promise approval. If you disagree with an estimate, ask what the insurer's review process is and request any decision in writing.
Ask for the adjuster's name, phone number and email at the start, and send a short written summary after the visit so there is a record of what was discussed. If anything was promised verbally, ask for it in writing. A calm, organized folder makes the visit shorter and the follow-up easier.
Homeowners and renters keep different records
If you own the home
Gather the policy declarations page, deductible details, the mortgage lender's name, photos of the structure before the loss if you have them, and receipts for past repairs. Lenders are sometimes named on claim payments for structure damage.
If you rent
Keep a copy of the lease, your renters policy, and written notice to the landlord about the water. The landlord's policy generally covers the building while renters insurance covers your belongings and some living expenses, so check both policies.
If you own a condo or share walls
The association's master policy and your own policy may split responsibility. Ask your association and your insurer where the line falls.
Safety rules while you wait
If water touches electrical outlets, appliances or the panel, cut power only if the panel can be reached dry, and call the utility or 911 for electrical or gas risk before anything else. Avoid wading in floodwater, which can be contaminated and contain dangerous debris.
Sewage or other contaminated water means keeping people and pets out and calling a professional. The EPA says to call in a professional when water or mold damage was caused by sewage.
What counts as covered and what does not
Sudden and accidental water damage, such as a burst pipe or a washer valve break, is often covered. A leak that went on for weeks, or damage blamed on neglect, often is not. The California Department of Insurance states that standard homeowners insurance does not cover flood damage, and flood coverage is available through the National Flood Insurance Program.
A new NFIP policy generally takes effect 30 days after purchase unless a lender requires it, so it cannot be bought after a storm is on the way. Ask your insurer what your policy excludes before you need it.
Questions worth asking the adjuster
- ✓What does my policy say about the cause of this loss?
- ✓What is my deductible and does it apply to this claim?
- ✓Which costs are covered, such as drying, tear-out, rebuild and temporary housing?
- ✓Do you need to see damaged materials before they are discarded?
- ✓How do I submit supplemental costs if hidden damage turns up?
- ✓When can I expect a written decision?
How the documents change with the type of loss
Burst pipe
Photograph the failed section, the water shutoff and each wet room. Keep the damaged piece of pipe if you can.
Roof leak
Photograph the ceiling, the attic if it is safe to enter and the roof area. Rain dates and the repair invoice help show the cause.
Sewage backup
Photograph before disposal, wear protection and keep people out. Professional cleanup is the safe choice for contaminated water.
Nearby cities, same paperwork
The claim steps are the same in every city nearby. A homeowner in Whittier and a renter in Pico Rivera both start by stopping the damage, documenting it and reporting it to the insurer.
What differs is the policy. Read yours, note the deductible and exclusions, and write down the questions you want answered at the visit.
Where a restoration company fits
A restoration company dries, cleans and repairs. It can provide a written scope, photos and moisture logs for your insurer to review. It does not set coverage, and it should explain scope and price before work starts.
For the cleanup stage after the adjuster has what they need, see water damage cleanup. If the water came from a storm or rising water, flood damage restoration covers that kind of loss.
Owners and renters in Santa Fe Springs
The Census QuickFacts figures for Santa Fe Springs show an owner-occupied housing rate of 60.6 percent and 5,716 households. That means roughly six in ten households own and the rest rent, so a large share of residents will hold a renters policy rather than a homeowners policy.
The practical result is that records differ. Owners should have the declarations page and lender details ready, while renters should have the lease, the renters policy and a dated written notice to the landlord about the water. Know which side you are on before the adjuster calls.
Source type: U.S. Census Bureau QuickFacts for Santa Fe Springs
Frequently asked questions
Do not wait to stop the damage. Most policies expect you to take reasonable steps, and mold can start if materials stay wet beyond 24 to 48 hours according to the EPA.
Photograph first, keep samples, and tell your insurer what you are doing.
In general you can, but check your policy and ask your insurer. Some insurers have preferred vendors, though you are not usually required to use them.
Get a written scope and ask about licensing before you sign.
Ask for the adjuster's line items in writing and compare them to the contractor's scope. Differences often come from hidden damage found after demolition.
Your insurer has a process for supplements and reviews, so ask what it is.
Keep the lease, your renters policy, written notice to the landlord, photos of your belongings and receipts for emergency costs. Renters insurance usually covers contents, not the building.
The landlord's insurer handles the structure.
Yes. About six in ten households in the city are owner-occupied according to the Census, so many residents rent, and the paperwork differs.
Figure out which policy covers what before an adjuster arrives.