Insurance experts say consumers should focus on documenting three things: what was damaged, who owned it and what it was worth.
Photographs and videos: Your first evidence of damage
Before beginning the clean-up, take photographs and videos of the affected property. Capture wide shots of the flooded premises as well as close-ups of damaged rooms, walls, flooring, furniture, appliances and other belongings. Water-level marks can also help establish the extent of flooding.
For vehicles, photograph the waterline, exterior and interior damage and the surrounding flood conditions. Serial numbers, model numbers and appliance nameplates should also be captured wherever possible.
“Clear photos and videos of the damage” can help during the claims process, said Shashi Kant Dahuja, Executive Director & Chief Underwriting Officer, Shriram General Insurance, an Indian non-life insurance company licensed by the IRDAI..
Purchase bills can establish what was lost
Purchase invoices are useful for proving the ownership and value of damaged appliances, electronics, furniture and other belongings. Consumers should also preserve warranty documents, previous repair bills and service records where available.
If a flood has destroyed the original invoice, consumers can look for digital copies in email accounts, cloud storage or e-commerce platforms. Bank and credit-card statements can also provide supporting evidence.
Sukesh Shetty, Chief Operating Officer, Zurich Kotak General Insurance, a non-life insurance provider in India, said digital receipts, warranties, bank statements and service records can be valuable when physical paperwork is no longer available.
Motor claims need a separate set of records
For a flooded car or two-wheeler, consumers should keep the Registration Certificate, insurance policy, driving licence, purchase records and vehicle service history. Repair estimates from the garage should also be preserved.
The vehicle itself should be documented before it is moved. More importantly, consumers should not try to start a submerged or heavily waterlogged vehicle. Water entering the engine can cause hydrolock and severe internal damage.
“Even a single attempt can lead to serious engine damage and increase the repair cost,” said Dahuja.
Shetty similarly advised owners to leave a flooded vehicle untouched and arrange professional assistance.
Keep bills for emergency work
Flood damage may require immediate action to prevent further deterioration. Consumers may need to remove standing water, dry the premises or carry out temporary repairs to a damaged roof, door or window.
Bills and invoices for such work should be retained, along with photographs taken before the work began.
However, permanent restoration should generally wait until the insurer or surveyor has assessed the damage.
Sachin Joshi, President-Claims, Operations & Customer Service, Liberty General Insurance, an Indian private general insurance company, said policyholders can take reasonable steps to minimise further loss but should avoid permanent repairs or disposing of damaged items before inspection unless necessary.
What if a damaged item has to be discarded?
Some belongings may have to be removed because they pose a health or safety risk. Waterlogged electrical appliances, contaminated furniture and unsafe structural material are examples.
If disposal is unavoidable, consumers should photograph and video the item first. They should also record its make, model, serial number and condition wherever possible, and retain any purchase or disposal records.
Shetty advised customers to keep the insurer informed when emergency removal is necessary and to preserve photographs, videos, bills and disposal records to support the claim.
Lost paperwork does not mean the claim is lost
Consumers who lose original documents in a flood can reconstruct their records using alternative sources. Retailers may be able to provide duplicate invoices, while bank statements, e-commerce histories, warranty records and digital copies can help establish ownership and value.
For vehicle-related documents, consumers can seek duplicate or digital records through the relevant official channels.
The absence of physical paperwork should not deter customers from filing” a claim, said Sachin Joshi of Liberty General Insurance, adding that digital or duplicate records can help substantiate ownership and value.
Shetty also pointed to the growing importance of digital records, noting that receipts, warranties, bank statements and service records stored digitally can provide a useful pre-loss trail.
Keep the entire claim trail together
Once the claim is registered, consumers should retain the claim reference number, surveyor’s details and all communication with the insurer. Keeping photographs, bills, repair estimates and correspondence together in a digital folder can make it easier to respond to documentation requests during assessment.
As Dahuja noted, damaged items should, as far as possible, remain available for the surveyor’s assessment. At the same time, Joshi stressed that reasonable emergency measures can be taken to prevent further loss.
Actual coverage, exclusions, timelines and documentation requirements will depend on the terms and conditions of the individual insurance policy.
