First 72 Hours After a Claim Playbook

1. 1

   Hour 0-1: secure the scene and get medical help if needed

   If anyone is hurt, call 911. Render reasonable first aid. Do NOT discuss fault, payment, or apology with the injured party — sympathy can be misread legally as admission. Once everyone safe, secure the scene from further damage (turn off water main, board up windows, secure entry).

   💡 Tip: Reasonable mitigation is required by every policy. You'll be reimbursed for tarps, board-up costs, generator rentals, etc. — keep receipts. But never put yourself in danger to mitigate property loss.
2. 2

   Hour 1-4: document EVERYTHING with photos

   Before cleanup begins, photograph EVERYTHING:

   • Wide shots of the affected area from multiple angles
   • Close-ups of damage details, serial numbers on damaged equipment, water lines on walls
   • The scene — weather conditions, time stamps if your phone shows them, witnesses present
   • Inventory — open drawers, contents, shelves
   • Surrounding context — adjacent intact rooms for comparison

   Goal: 100+ photos. Storage is free. You'll never wish you had fewer photos.

   💡 Tip: If a vehicle is involved, photograph license plates of all parties, the position of the vehicles BEFORE moving them, and the surrounding traffic signs / signals. Get phone numbers + insurance info from anyone involved or witnessing.
3. 3

   Hour 4-24: notify your insurance agent + carrier (in writing)

   Call your agent same-day. Most carriers also have 24/7 claim hotlines printed on your policy declarations page. After the phone call, follow up in writing (email) with the same details — paper trail matters.

   What to include in the notice:

   • Date, time, location of incident
   • Brief factual description (what happened — no fault opinions)
   • People involved + their contact info
   • Estimated scope of damage / injury severity
   • Whether police / fire / EMS responded + report numbers
   • Confirmation you've started mitigation
   💡 Tip: Many policies have a 'prompt notice' clause. Late notice can be grounds for denial in some states. When in doubt, notify even if you're not sure whether to file — your agent can advise without committing you to filing.
4. 4

   Hour 24-48: control communication; do not speculate

   You will be contacted by: your carrier's adjuster, possibly the other party's insurer, possibly attorneys (the other party's, or your own), possibly the media (for high-profile losses).

   • Your own carrier's adjuster: cooperate fully. Provide facts, photos, witness contacts. They are on your side for THIS claim.
   • The other party's insurer: you are NOT required to give a recorded statement. Politely defer until you've spoken with your own carrier.
   • Attorneys, including your own: consult before any signed statements or recorded interviews.
   • Media + social media: say nothing. Even sympathetic posts can be evidence.
   💡 Tip: Tell employees the same: no social media posts about the incident, no comments to reporters, route all inquiries to a designated spokesperson (typically owner + carrier's PR if it's that scale).
5. 5

   Hour 48-72: preserve evidence + start the claim file

   Create a single claim file (cloud folder + paper backup) that contains:

   • All photos + videos from the scene
   • Police / fire / EMS reports (request copies)
   • Witness statements (their own words, signed if possible)
   • Initial notice you sent your carrier + confirmation
   • Any communications to/from the other party
   • Receipts for all mitigation expenses (tarps, plumbers, restoration vendors)
   • Medical bills + reports if injury
   • Lost-revenue calculations if business interruption

   This file becomes the foundation of your claim. The carrier will request most of it.

   💡 Tip: For property losses, the carrier often recommends a preferred restoration vendor. You ARE allowed to choose your own — but using their preferred vendor often speeds the claim by 5-10 days because the vendor invoices the carrier directly.
6. 6

   Beyond 72 hours: monitor + escalate as needed

   Within 7-10 business days, you should have:

   • A confirmed claim number
   • An assigned adjuster's name + phone + email
   • A scheduled inspection (for property losses)
   • An estimated decision timeline

   If you haven't heard from the adjuster within 5 business days of notice, escalate to your agent. Your agent works for YOU, not the carrier — they can push.

   Common red flags: adjuster keeps requesting documents you've already sent, claim sits past stated decision date, denial issued with vague reason. If any of these, request the denial in writing citing policy language, then call your agent + consider a public adjuster or attorney.