HighgroundClaims/Playbook

Document Everything

The single biggest advantage you can have in a claim dispute is better documentation than the adjuster. Most homeowners document too little, too late. Here's how to do it right.

Before the Loss (Pre-Loss Documentation)

If you're reading this before disaster strikes, you're already ahead.

Home inventory

Walk through every room with your phone recording video. Open cabinets, closets, drawers. Narrate brand names and approximate values. Upload to cloud storage (not just your phone).

Condition photos

Photograph:

  • -Baseboards, walls, ceilings in every room
  • -Under sinks, around water heater, near appliances
  • -Roof condition (from ground level is fine)
  • -Basement walls and floor

Why: If you ever file a claim, these photos prove pre-loss condition. Without them, the insurer can argue damage was pre-existing.

Policy review

Read your actual policy. Note:

  • -Your deductible amount
  • -Whether you have sewer/drain backup coverage
  • -Whether you have ordinance/law coverage (code upgrade)
  • -Your dwelling coverage limit vs. actual replacement cost
  • -ALE (additional living expenses) limits

During the Loss

The golden rule: video first, mitigate second

Before you grab a mop, grab your phone.

What to capture

WhatHowWhy
Water sourceClose-up video showing where water is coming fromProves "sudden" vs "gradual"
Each affected roomWide shot + close-upsShows scope of damage
Standing water depthRuler or tape measure in frameQuantifies severity
Damaged materialsClose-ups of carpet, drywall, baseboards, flooringDocuments what needs replacement
Water lines on wallsShows high-water mark clearlyProves extent before mitigation
Serial numbersAppliances, water heater, affected electronicsFor replacement claims
Moisture readingsAsk mitigation company to show you their meterProves moisture behind walls

What to narrate

While recording, state:

  • -Today's date and time
  • -Your name and address
  • -What happened (briefly, factually)
  • -What you're looking at in each room

Save everything to cloud

Upload photos and video to Google Drive, iCloud, or Dropbox immediately. Phones get lost, stolen, or damaged. Cloud copies survive.

The Paper Trail

Every communication — in writing

After any phone call with your insurer, follow up with an email:

"Per our call today at [time], you stated [summary]. Please confirm or correct."

This creates a written record. Phone calls without follow-up are your word against theirs.

What to save

  • -Every email to/from insurer, adjuster, contractor, mitigation company
  • -Every letter, estimate, invoice, receipt
  • -Phone call log: date, time, who you spoke with, what was said
  • -Claim number on everything
  • -Names and titles of everyone involved

Organize by date

Create a folder structure:

Claim-[Number]/
  01-Photos-Videos/
  02-Policy-Documents/
  03-Insurer-Correspondence/
  04-Contractor-Estimates/
  05-Mitigation-Invoices/
  06-Receipts/

The Adjuster Visit

When the insurer's adjuster comes to inspect:

  • -Be present — never let an adjuster inspect alone
  • -Take your own photos of everything they photograph
  • -Ask what software they're using — it's almost always Xactimate
  • -Ask for a copy of their scope when it's done
  • -Point out everything — don't assume they'll find damage behind walls
  • -Don't sign anything that says you agree with their assessment on the spot

Damaged Materials

Before removing damaged materials:

  1. -Photograph each item in place
  2. -Cut a sample piece (12"x12" of carpet, a section of baseboard, a piece of drywall showing water damage)
  3. -Label each sample with room name and date
  4. -Store samples in your garage — the insurer may want to inspect them

Why: If the insurer disputes the scope, you have physical evidence. If you threw everything away, you have nothing.

General information, not legal advice. For advice specific to your situation, consult a licensed professional.

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