Stop the water, take photos before anything is moved, report the loss to your insurer, and call (413) 603-1274. Your policy expects you to limit the damage, so drying should not wait for the adjuster.
What insurers ask for after a burst pipe
- When and how it happened, and when you found it
- Photos and video of the damage before cleanup
- The failed pipe or fitting, if it can be kept
- Proof you acted to limit the damage: water shut off, drying started
- Moisture readings and a drying log
- An itemized estimate for the work
- A list of damaged belongings
What we give you
- Photos of the source and every affected area, before and during the work.
- The cause in writing. Where the pipe failed and why, in plain words.
- Moisture readings from the first visit to the last, showing the house was dried properly.
- An itemized invoice that separates the plumbing repair from the water damage work.
- A contents list with photos of anything that could not be saved.
Keeping the plumbing and the damage separate matters: many policies pay for the water damage but not the pipe repair itself. See does insurance pay for the pipe or just the damage.
What we do not do
We are not your insurance adjuster and we do not negotiate your claim. In Massachusetts, only a licensed public adjuster can represent you in negotiating with your insurer. What we do is the work and the records, so your claim stands on clear facts. Read public adjuster vs insurance adjuster.
Timeline of a typical burst pipe claim
| When | What usually happens |
|---|---|
| Day 1 | Water stopped, photos taken, claim reported, extraction and drying started |
| Days 1 to 3 | Adjuster assigned and contacts you, sometimes visits |
| Days 3 to 5 | Drying finished, readings and photos sent to the adjuster |
| Weeks 1 to 3 | Repair estimate reviewed and approved, first payment issued |
| After repairs | Any remaining payment, such as held-back depreciation, once work is done |
Every insurer and claim is different. Large losses take longer.
Two things slow claims down more than anything else: missing photos from before cleanup, and gaps between the date of the loss and the date it was reported. Take pictures first and call your insurer the same day. If the adjuster cannot visit for several days, do not wait to start drying. Your policy expects you to prevent further damage, and the photos and moisture readings show what was there.
Who the check is made out to
Insurance checks for building damage are often made out to both the homeowner and the mortgage company. The lender may hold the money and release it as repairs are done. If you have a mortgage, call the lender's loss draft department early to learn their process, so payments to contractors are not held up.
Keep your own file
- The claim number, adjuster's name, phone and email
- Every photo and video, backed up off your phone
- Copies of all estimates, invoices and receipts
- Dates and short notes of every call
- Hotel, meal and extra costs if you had to leave home
If the insurer's numbers do not match the damage, ask in writing what was left out and why. Only you, a licensed public adjuster, or an attorney can negotiate the claim. See public adjuster vs insurance adjuster and claim denied in Massachusetts.
Common questions people have
- Is it worth claiming? Compare the likely cost to your deductible. See should you file a claim.
- Can I choose my own company? Usually yes. See choosing your own mitigation company.
- Can I start drying before the adjuster comes? Yes, and you should. Photograph first.
- What if the claim is denied? Ask for the reason in writing. See claim denied in Massachusetts.
Frozen pipes and the heat question
Most Massachusetts policies cover sudden water damage from a burst pipe, but many exclude freezing damage unless reasonable care was taken to keep the home heated, or the water was shut off and drained. Expect the insurer to ask about the thermostat, the heating system and whether the house was occupied. Keep oil delivery records and thermostat details. See burst pipe insurance in Massachusetts. General information only, not legal or insurance advice.
Claim questions
Do you bill my insurance company directly?
Ask when you call. Either way you get the itemized paperwork your insurer needs.
How fast do I need to report it?
As soon as you can. Policies require prompt notice, and delays can cause problems with the claim.
What if I already threw things out?
List them, with any photos you have and roughly when they were bought. Keep everything else until the adjuster has seen it.
Burst pipe claim? Call now
Call (413) 603-1274 now. Locally owned in Chicopee.