After water damage, safety comes first and documentation comes immediately after. Good photographs, a clear timeline and moisture records can make conversations with an insurer, strata manager or loss adjuster easier. Coverage always depends on the policy and the cause of the loss, so do not treat general advice as approval for work.
Before cleanup begins
- Photograph and video the source and every affected room
- Capture wide shots and close-ups of flooring, walls, cabinetry and contents
- Record when the event was discovered and any steps taken to stop it
- Keep invoices, emergency call-out records and written communication
- Do not discard damaged items unless they create a health risk or the insurer authorises disposal
Contact the insurer early
The Insurance Council of Australia advises contacting the insurer as soon as possible and speaking to the insurer before authorising building work. Ask what emergency mitigation is permitted, whether an assessor will attend and what records are required. Get important instructions in writing.
What restoration documentation can include
- Initial photographs and a room-by-room scope
- Moisture readings for affected and reference materials
- Equipment placement and monitoring notes
- Records of removed materials and completed cleaning
- Final readings or a completion summary where applicable
Strata and rental properties
Notify the strata manager, property manager or landlord as soon as possible. Responsibility can depend on the source, common property, lot boundaries and the policy. Preserve the same evidence even when another party is coordinating the claim.