The short answer
Stop the water, take photos and video before you move anything, then call your insurer or agent and ask how to start a claim. Keep damaged materials until the adjuster has seen them, and take reasonable steps to prevent more damage while you wait.
Policies differ, so read yours for deadlines, deductibles and the wording on water. This article is general information. Your insurer decides coverage, and nothing here promises approval or a payout.
Step one: stop the source and make the space safe
Insurers expect you to limit the loss, so the first job is the water itself. A supply line under a sink, a washer valve that let go or a burst pipe in a wall all get the same first move. Close the main water valve, then open the lowest faucet to drain the lines.
- 1Check the electrical risk. Cut power to wet rooms only if the panel is dry and reachable. If water is near outlets, light fixtures or the panel, stay out and call the utility or 911 first.
- 2Move people and pets out. Keep everyone away from dark, smelly or sewage water. A floor drain backup is a different class of loss and needs professional handling.
- 3Lift what you can. Raise rugs, electronics, books and paperwork onto dry furniture or counters. Do not carry soaked drywall or carpet through the house yet.
- 4Call the restoration line if drying cannot wait. Wet drywall and subfloor start to degrade within a day or two, so many people call for mitigation the same day they call the insurer.
Water still spreading? The dispatch line is open 24 hours a day.
☎ Call (562) 271-5850Step two: document before you clean
Your photos are the first evidence the adjuster sees. Shoot wide shots of each room, then close-ups of the source, the stained areas and the damaged belongings. Video with a slow walk-through and a spoken description works well because it ties each item to its room.
Write down when you found the water, what you did and who you called. If a restoration company takes moisture readings with a meter or a thermal imaging camera, ask for a copy of the readings and the drying log, since those records show what was wet and how long it took to dry.
- ✓Photos of the source, such as the failed valve, split hose or stained ceiling
- ✓A room-by-room list of damaged items with age and approximate value
- ✓Receipts for emergency steps like water extraction or temporary repairs
- ✓The date and time you noticed the problem, and any earlier warning signs
Sudden, gradual and flood: how coverage usually splits
Most claim disputes start with one question, which is how the water arrived. Policies tend to treat a sudden event differently from a slow leak, and both differently from flood. The table shows common patterns only, so check your policy for the exact language.
| Type of loss | Common example | How policies often treat it | What to do first |
|---|---|---|---|
| Sudden and accidental | Burst pipe, failed washer hose, water heater rupture | Often covered, subject to the deductible and policy terms | Stop the water, document, call your insurer |
| Gradual or long-term | Slow drip under a sink, seeping shower pan, rusting supply line | Often excluded when it is treated as wear or neglect | Fix the leak, record the repair, ask your insurer anyway |
| Flood from outside | Storm runoff entering at ground level, overflowing channel | Usually excluded from standard homeowners policies | Check whether you hold separate flood coverage |
| Sewer or drain backup | Floor drain overflow, backed-up line | Varies, sometimes needs an added endorsement | Stay out, call a professional, ask your insurer about backup coverage |
General patterns only. Your policy language controls, so ask your insurer how it treats your specific loss.
A roof leak after a storm usually lands in the sudden category, while a rusted pipe that has wept for months may not. The insurer will look at when the damage began, so dated photos and repair records help. If you think your loss may count as flood, the scope of work often belongs under flood damage restoration, and the coverage question is a separate one for your insurer.
Step three: call the insurer and talk to the adjuster
What to have ready when you call
Bring your policy number, the date of loss, a short description of the source and your photos. Ask for the claim number, the adjuster's contact details and the deadline for submitting a proof of loss, if one applies.
Ask whether your policy requires you to use certain vendors, and whether emergency drying can start before the adjuster visits. Note the answers and the name of the person you spoke with.
When the adjuster visits
Walk the adjuster through each wet area and show the source. Keep a copy of any estimate they write, and compare it against the scope from your restoration company line by line.
If the two scopes differ, ask which items account for the gap. Common causes are hidden wet insulation, flooring that needs removal and drying equipment days. Raise questions in writing so there is a record.
Mistakes that complicate claims
Most problems are avoidable. They come from rushing to throw things out, or from waiting while water sits in the structure.
- ✓Discarding damaged items before photographing them
- ✓Waiting several days to report the loss
- ✓Skipping drying and letting wet materials sit, which can add mold to the problem
- ✓Signing a work authorization you have not read, or paying a large deposit before the scope is written
- ✓Assuming a flood loss is covered by a standard homeowners policy
California's contractor board says anyone bidding on a job of 500 dollars or more must be licensed, and recommends paying no more than 10 percent down or 1,000 dollars, whichever is less. Ask for a written contract and keep any change orders in writing.
After the claim: repairs and records
Drying and cleanup come first, and rebuilding follows once readings show the structure is dry. Hardwood, drywall, baseboards and cabinet toe-kicks are the usual repair items, and the scope often falls under water damage repair after mitigation ends.
Keep every invoice, the final drying log and the dates of each stage together in one folder. If a second issue appears later, such as a stain returning on a ceiling, those records show what was already done. Neighbors with similar losses in Whittier and Norwalk ask the same questions, and the answer is the same everywhere: document early, report early and ask for the scope in writing.
The 30-day wait on flood coverage
The California Department of Insurance says standard homeowners policies do not cover flood damage and points to the National Flood Insurance Program for flood coverage. Los Angeles County's emergency guidance adds that flood policies take at least 30 days to take effect. In Santa Fe Springs, where Downtown Los Angeles station normals show rain falling mostly in winter, that gap decides whether a policy is in force when a storm arrives.
Practical step: look up your address on the FEMA Flood Map Service Center, then ask your agent about flood coverage during the dry months. Do not wait for a forecast. A lender may require flood coverage in some cases, and in that case the policy can start sooner.
Source type: California Department of Insurance flood facts page and Los Angeles County emergency preparedness flooding guidance
Frequently asked questions
Stop the water first, then call both as soon as you can. Many people phone the insurer to open a claim and the 24/7 line at (562) 271-5850 to start drying the same day.
Starting mitigation quickly limits the loss, and most policies expect it. Keep photos and receipts so the insurer can see what was done and why.
In most cases yes, because policies usually expect you to protect the property. Photograph everything first and keep any materials the crew removes, or ask the crew to document them.
Check your policy or ask your insurer if you are unsure. Drying logs and moisture readings help show the work was needed.
Often not, because many policies exclude damage from long-term leaks or lack of maintenance. A sudden break is treated differently from a drip that ran for months.
Ask your insurer how your policy handles the cause. Even if the leak itself is excluded, the resulting damage may be treated differently under some policies, so do not assume the answer.
The California Department of Insurance states that standard homeowners insurance does not cover flood damage. Flood coverage is available through the National Flood Insurance Program and some private insurers.
If you do not hold a flood policy, ask your insurer or agent what your options are before the next storm season.
Los Angeles County's flood guidance says flood policies take at least 30 days to take effect, and the California Department of Insurance says a new NFIP policy generally starts 30 days after purchase unless a lender requires it.
So the time to ask is well before a storm is forecast. A policy bought the day before heavy rain will not respond to that rain.