Claims guidance · neutral and factual
Dealing with water damage and insurance?
Coverage depends on your policy, the cause of loss, exclusions, and your carrier's determination. Metro cannot promise what your insurer will pay, and neither should anyone else. What every policyholder can do is document the damage well, mitigate promptly, and keep clear records. This guide explains how, in plain language.
Need help now? (248) 617-0738First steps
What to do the day of the loss
1. Document before you touch
Photograph and video every affected room, the water line, and damaged items before any clean-up begins. Add timestamps and a short spoken summary.
2. Mitigate promptly
Most policies expect reasonable steps to prevent further damage. Emergency extraction and drying protect the property and the claim.
3. Report the loss
Contact your carrier as soon as practical. Ask how to file, what your deductible is, and whether your policy covers this cause of loss.
4. Keep every record
Save the drying log, moisture readings, invoices, receipts, and a log of calls with your carrier. This is your claim evidence.
Common questions
Is this cause of loss usually covered?
Burst pipe or plumbing failure
Often covered under standard homeowners policies as sudden and accidental water damage, including damage to the home and sometimes personal property. Gradual leaks or damage from neglected maintenance may be excluded.
Appliance leak (washer, dishwasher, water heater)
Sudden, accidental discharge from an appliance is commonly covered, with limits that vary by policy. Long-term seepage that should have been noticed is frequently denied.
External flooding
Storm surge, river, and groundwater flooding are typically not covered by standard homeowners policies. Separate flood insurance is required, and even then coverage depends on the policy wording.
Sewer backup
Usually excluded from base policies but often available as an endorsement or rider. If you have it, documentation of the backup and mitigation is essential.
These are general patterns, not guarantees. The only authoritative answer for your situation comes from your policy documents and your carrier's determination.
Restoration and the claim
Why restoration records make claims easier
Adjusters judge water damage claims on the mitigation record: what happened, when it was handled, and whether the property was dried properly. A professional restoration response produces exactly that record, moisture readings, drying logs, and photos, and hands it to you for your claim. It also protects the structure while the claim process runs, which is in everyone's interest.
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Drying log with readings
Daily moisture measurements show the structure was dried to standard, not just left to air out.
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Damage photos
Before-and-after images give the adjuster a clear view of the loss and the mitigation work.
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Category documentation
Recorded water category and affected materials support the scope of the loss.
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Invoice clarity
Itemized invoices separate mitigation, drying, and repair so the claim is easy to review.
One more thing
Flood insurance in our service areas
In Rochester Hills, parts of the city sit in FEMA floodplain Zone AE. In Atlanta, homes near Peachtree, Nancy, and Proctor creeks face riverine flood risk, and Sterling Heights has mapped flood corridors along the Clinton River and its drains. If your property sits in a mapped zone, flood insurance is worth discussing with your agent well before a storm arrives, because standard policies will not cover it.
Check your service areaInsurance questions
Insurance questions, answered directly
Does homeowners insurance cover water damage?
Coverage depends on your policy, the cause of loss, exclusions, and your carrier's determination. Sudden and accidental damage from sources inside the home, such as a burst pipe or appliance leak, is often covered. Flooding from outside the home and gradual damage from long-term leaks are typically excluded or limited. Your policy documents and adjuster are the source of truth.
Should I call insurance before a restoration company?
You can do both right away. Most carriers expect prompt mitigation to prevent further damage, and starting emergency water removal the same day protects both the property and your claim. Document everything and keep the restoration records, because your adjuster will ask for them.
What records should I keep for a water damage claim?
Keep photos and video taken before clean-up, a list of damaged items, the date and cause of loss, the mitigation company's drying log and moisture readings, all invoices and receipts, and a log of everyone you spoke with at your carrier. Organized records make the claim faster and more accurate.
Is flood damage covered by homeowners insurance?
Usually not. Flooding from outside the home, including storm surge, rising groundwater, and river flooding, is typically excluded from standard homeowners policies and requires separate flood insurance through the National Flood Insurance Program or a private carrier. Check your policy and confirm with your agent.
How does mitigation documentation help my claim?
Adjusters cannot see what happened after the fact. A documented mitigation response, with dates, moisture readings, and photos, shows the loss was handled properly and promptly, which supports coverage determinations and reduces the chance of disputes over how the damage was handled.
Emergency assistance
Unsure how to handle the claim?
The crew on the other end of the line can explain what documentation a professional mitigation response produces, no pressure and no insurance promises.
(248) 617-0738 / 24/7 emergency assistance