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What Should I Do First, Call Insurance or a Restoration Company?

Last updated October 26, 2026

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The short answer

Why Call Insurance First

Your insurance company needs to know about the damage as soon as possible. Reporting early starts the claim process and gives you a claim number, which you will reference later. Most policies have time limits for filing, so do not delay. Call them while the water is still fresh, even if you are unsure about coverage.

Ask your insurer what they need from you, such as photos, receipts, or a list of damaged items. They may also tell you whether to wait for an adjuster before starting cleanup. In many cases, you can begin emergency drying right away to prevent further damage. Policies vary, and your insurer decides what is covered.

Then Call the Pros

After you have reported the claim, contact local water damage pros to handle the drying and cleanup. Water damage worsens quickly, so the sooner you act, the better. The pros can extract standing water, set up drying equipment, and assess what can be saved. They usually work with your schedule and your insurance process.

You do not need to wait for the adjuster to visit before starting emergency work. In fact, most policies expect you to take reasonable steps to protect your home. The pros can document the initial condition, which helps your claim. Keep their contact information handy for the adjuster.

If you live in Virginia Beach, keep your shutoff valve location written down. That simple step can reduce damage before help gets there.

  • Take photos and videos of the damage before any cleanup
  • Save receipts for any emergency purchases like buckets or fans
  • List damaged items with approximate purchase dates
  • Keep a log of all calls and conversations with your insurer
  • Move valuable items to a dry area if safe to do so

What the Pros Do First

When the pros get to work, they typically begin by assessing the extent of the water damage. They check moisture levels in walls, floors, and belongings. Then they extract standing water and set up air movers and dehumidifiers to dry the area. This process can take several days, depending on the severity.

They may also remove damaged materials like wet drywall or flooring if needed. This is not always necessary, but it helps prevent mold growth. The pros will explain what they find and what the next steps are. You can ask questions at any time.

The goal is to dry your home thoroughly and reduce the chance of secondary damage. Mold can start growing within a day or two, so quick action matters.

How to Document Everything

Documentation is your most useful tool in the claim process. Start with photos and videos of the damage before any cleanup. Include wide shots and close-ups of water lines, soaked carpets, and damaged belongings. Write down the date and time you noticed the damage.

Keep a written list of every item that got wet, even if you think it might be saved. Note the brand, model, and approximate age if you know them. Save receipts for any emergency supplies you buy. This list helps you and the pros track what needs attention.

Your claim number is important, so write it down and keep it with your documents. Share your documentation with the adjuster when they visit.

  • Photograph each room from multiple angles
  • Record the water source if you know it
  • Note the time you called your insurance company
  • Keep a folder, physical or digital, for all claim paperwork
  • Ask the pros for a written summary of their findings

Dealing with the Adjuster

The insurance adjuster will likely visit your home to inspect the damage. They will compare what they see with your documentation and the pros' assessment. Be honest and thorough when explaining what happened. Point out all affected areas, even those that seem minor.

The adjuster may ask about the cause of the damage, such as a burst pipe or a storm. Answer clearly and provide any evidence you have. If you are unsure about something, say so. The adjuster's job is to evaluate the claim, not to be your adversary.

After the visit, follow up with your insurer if you have questions. Keep notes on what the adjuster said and what happens next.

Water damage does not wait

Every hour counts once water gets into floors and walls. One call starts the response.

Call Now (757) 665-2121

Frequently asked questions

Can I start cleanup before the adjuster comes?

Yes, you can start emergency drying and cleanup before the adjuster gets there, as long as you document the damage first. Most policies expect you to prevent further damage. Take photos and videos, then call the pros. Your insurer will still be able to assess the claim.

What if my claim is denied?

If your claim is denied, ask your insurer for a written explanation. Review your policy to understand the reason. You can appeal the decision or ask for a re-inspection. Keep all documentation and correspondence. Check your policy for deadlines on appeals, as they are often short.

Should I call insurance before contacting the pros?

Yes, call insurance first. Reporting the damage promptly starts the claim process and protects your rights under the policy. Then contact the pros to begin drying. Waiting only increases damage and may complicate your claim. Act quickly and document everything.

Call Now (757) 665-2121