How to Document a Property Damage Scene Effectively

As an insurance adjuster, you know that the quality of documentation can make or break a claim. When a policyholder experiences damage—whether from a burst pipe, a fire, a fallen tree, or another sudden loss—the way the scene is documented directly impacts how efficiently and accurately you can assess the damage and process the claim.

Many homeowners act fast to repair or clean up—but they often skip the critical step of proper documentation. That’s where your guidance can make all the difference. Share these clear steps with clients to help them document a property damage scene effectively:

1. Ensure the Area Is Safe Before Entering

Remind the policyholder not to take photos or enter the scene until it's safe. Downed power lines, unstable structures, water near electrical sources, or lingering smoke or gas odors are all red flags. Safety should always come first.

2. Begin With Wide-Angle Photos

Have them step back and photograph each damaged area from multiple angles. These context-setting shots help you understand the layout, extent, and scope of the damage. Encourage them to include fixed landmarks (like doors or windows) for orientation.

3. Get Close-Ups of Specific Damage

Zoomed-in images of broken pipes, scorched walls, cracked tiles, warped flooring, or damaged appliances give you the detail you need for accurate assessment. Remind them to check less-visible areas, such as behind doors, under sinks, and along baseboards.

4. Photograph the Source, If Known

If the cause of the damage is visible—such as a burst pipe, downed tree, or faulty appliance—they should photograph it. Capturing the point of origin and any resulting issues (like pooling water, soot, or debris) helps you verify cause and timeline.

5. Record a Video Walkthrough

Encourage the policyholder to do a slow, narrated video walk-through of all affected areas. Videos give you a better sense of scale and sequence and are especially helpful if you’re reviewing the file remotely or can’t be on-site immediately.

6. Have Them Write a Brief Incident Summary

A written account supports your file and helps jog memory weeks later. Ask them to note:

• When the damage occurred (or was discovered)

• What they believe caused it

• Any immediate actions they took (e.g., shut off water, called 911)

• A basic inventory of what was damaged

7. Save All Receipts and Communication

Stress the importance of keeping receipts for temporary fixes, lodging, cleanup supplies, and anything out-of-pocket. Also recommend they retain communication with vendors, restoration teams, and the insurance company.

Why This Matters
When policyholders document damage thoroughly and early, it allows you to validate losses more efficiently, reduces back-and-forth communication, and accelerates settlement timelines. Providing them with these clear steps builds trust, minimizes disputes, and positions you as a reliable expert during a stressful time.

Consider turning these tips into a one-page handout or email template for rapid response scenarios. It’s a small step that can save everyone time and stress.