What to Do in the First 72 Hours After a Loss

Something just happened to your home. Fire, water, wind, theft — whatever it is, the next 72 hours matter more than any other period in your claim. What you do now determines how much you get paid and how smoothly the process goes.

This guide covers the essential actions in order. Do them in sequence. Skip nothing.

Hour 1: Safety and Emergency Services

• If anyone is injured, call 911.
• If the structure is unsafe, get out. Do not re-enter until cleared by fire department or building inspector.
• Shut off utilities if you can do so safely — gas, water, electricity at the source.
• If it is a fire, let the fire department finish before you enter.
• If it is a burglary or vandalism, call police. Get a report number.

Hours 1–6: Prevent Further Damage

Your policy requires you to take reasonable steps to prevent further damage. This is called “mitigation.” The insurance company will pay for these emergency measures — but if you do nothing and the damage gets worse, they can deny the additional damage.

• Board up broken windows and doors.
• Tarp a damaged roof to prevent water entry.
• Turn off the water source if you have a leak.
• Call a water mitigation company if there is standing water (extraction prevents mold).
• Move undamaged belongings away from the affected area if safe to do so.

Hours 1–12: Document Everything

Before you clean up, before you move anything, before anyone starts repairs: photograph and video the damage.

• Take wide shots of every affected room and exterior area.
• Take close-ups of every damaged item, surface, and component.
• Shoot video walking through the entire affected area with narration.
• Photograph undamaged areas too — this establishes what was NOT damaged (important later).
• If items are charred, soaked, or broken, photograph them in place before moving them.
• Photograph any emergency repairs as you make them (before, during, after).

Use your phone. Timestamp is automatic. Back up to the cloud immediately — if your phone is lost or damaged, you lose your evidence.

Hours 6–24: Contact Your Insurance Company

Call your insurer to report the loss. This is called “first notice of loss” or FNOL. You can do this by phone, online, or through your agent.

When you call:

• State what happened and approximately when.
• Describe the general scope of damage (do not estimate a dollar amount).
• Get your claim number.
• Get the name and direct number of your assigned adjuster (or ask when one will be assigned).
• Ask what the next steps are and when to expect contact.
• Do not give a recorded statement at this time. Say you will schedule one later.

After the call, send a follow-up email confirming what was discussed: claim number, adjuster name, what you reported. This creates a written record from day one. See What to Say and What Not to Say.

Hours 12–48: Start Your Contents List

If personal property was damaged or destroyed, start your contents inventory now while your memory is fresh. Go room by room. Write down everything you can remember: furniture, electronics, clothing, kitchen items, tools, decorations.

You do not need exact prices or purchase dates yet. The list will grow over weeks and months as you remember things. The important thing is to start. See How to Document a Contents Inventory and the free Inventory Tool.

Hours 24–72: Get Organized

• Find your policy. The full policy booklet, not just the declarations page. If you do not have it, call your agent and request a complete copy immediately.
• Start a claim file. Physical folder or digital folder. Every document, email, photo, receipt, and note goes in this file. Date everything.
• Keep all receipts. Emergency repairs, hotel stays, meals out, storage units, gas — everything you spend because of this loss. These are Additional Living Expenses (ALE) that the insurer owes you.
• Arrange temporary housing if needed.If your home is uninhabitable, your policy's Coverage D pays for a comparable place to live. See Additional Living Expenses.
• Do NOT sign anything yet.The adjuster may show up quickly with papers. Do not sign a “scope of work,” a proof of loss, or a release until you understand what you are agreeing to.

What NOT to Do

• Do not throw anything away before documenting it.
• Do not give a recorded statement without preparation.
• Do not accept a payment or sign a release without understanding it fully.
• Do not hire a contractor to start permanent repairs before the adjuster inspects.
• Do not post about the loss on social media (insurers check).
• Do not guess at dollar amounts when speaking to the insurer.
• Do not let the insurer pressure you to settle quickly.

When to Call a Professional

Not every claim needs a professional representative. But some do — and the earlier you engage one, the better the outcome. Consider calling a Public Adjuster if:

• The damage is extensive (total loss, major fire, widespread water).
• You do not have time to manage the claim yourself.
• You feel overwhelmed by the process.
• The damage involves complex coverage issues (commercial, multiple buildings, disputed cause).

A Public Adjuster works on contingency — no upfront cost. They handle documentation, estimating, and negotiation. The earlier they are involved, the more complete the initial claim submission will be.