You just suffered a theft, fire, flood or any other claim in your home. You're in shock, distressed, worried. At that moment is when it's most important to know exactly what to do. A mistake in the first minutes or hours can cost you full compensation. This guide explains step by step what to do immediately after each type of claim to protect your rights and ensure your claim is accepted.
1. Robbery or theft: First critical 24 hours
Immediately after discovering the theft: DO NOT TOUCH ANYTHING. It's essential that the scene remains as you found it. Police need to do the survey and the insurer needs evidence that there was violence in entry (if it's robbery with force). Call 911 or local police immediately. Ask them to make the report as detailed as possible. Take photos with your cell phone of everything: forced doors or windows, broken locks, the disorder, spaces where stolen objects were. The more photos, the better. Call your insurer or Insurance Producer in the first hours. Many policies require notification within 24-48 hours. Make a mental or written list of what was stolen while you remember it fresh. Brand, model, approximately when you bought it. If you have neighbors or security cameras from the building/neighborhood, request the recordings as soon as possible before they're erased. DO NOT replace locks or repair doors until the insurer's expert has inspected. If it's absolutely necessary for security, take detailed photos before repairing. Get copies of all missing keys and change locks as soon as the expert has finished. In the first 48-72 hours: Go to the police station to get the certified copy of the report. The insurer will ask for it. Complete your insurer's claim report form. Your producer can help you with this. Gather all documentation you have of stolen goods: invoices, previous photos, manuals, boxes, warranties. Prepare for the expert's visit: have the police report, photos, list of what was stolen, and any documentation ready. Answer all their questions honestly and precisely. Any inconsistency can generate doubts about the claim's veracity.
2. Fire: First steps when there's still smoke
During the fire: The first thing is to get out and save all people and pets. DO NOT risk your life for material objects. Call firefighters (100) immediately. Notify your neighbors so they evacuate if necessary. Cut off electrical and gas supply if you can do it without risk. Once the fire is controlled: DO NOT ENTER until firefighters give you authorization. There may be structural risk or toxic gases. Take photos and videos of ALL damage from all possible angles. Interior, exterior, destroyed objects, structural damage, smoke on walls and ceilings. Firefighters will give you a fire certificate or act. Ask for it and keep it, it's fundamental for the claim. Contact your insurer or producer IMMEDIATELY. Fires usually require urgent inspection before you start cleaning or repairing. In the first 24 hours: The insurer will send an urgent expert. Don't clean, don't throw anything away, don't repair anything until the expert authorizes it. If you need to remove valuable objects that didn't burn (documents, jewelry, money), do it with witnesses or accompanied by the expert if possible. Find a temporary place to stay. Many policies cover hotel or accommodation expenses while your home is uninhabitable. Ask your insurer. Make a complete inventory of damages: what was completely destroyed, what has partial damage, what was saved. If there's structural damage, it may be necessary for an engineer or architect to evaluate the building's safety. The insurer may require it. DO NOT throw away debris or damaged objects until the expert finishes their complete survey. It may take several days.
3. Flood or water damage: Quick action before damage grows
During flood or water entry: If water comes from inside (broken pipe), cut off the main water valve immediately. If there's electrical risk, cut off power from the panel. DO NOT touch anything electrical if there's water nearby. If water comes from outside (rain, sewer), try to stop entry with what you have on hand (towels, bags) if it's safe to do so. Film or photograph water entering if possible. It's valuable evidence. Call your insurer or producer URGENTLY. Notify building administration if damage comes from another apartment or common spaces. After water entry stops: DO NOT REMOVE WATER yet. The expert needs to see the level it reached. Take photos with height references (showing marks on walls). Take photos and videos of ALL damage: floors, walls, furniture, appliances, everything that got wet. When the expert authorizes you, start removing water. After removing water: Move wet furniture to ventilated places. Separate them from walls so air circulates. Remove carpets, wet curtains. DO NOT throw them away, the expert has to see them, but avoid them generating humidity and mold. Open windows and doors to ventilate. If safe, use fans to accelerate drying. Document the entire cleaning and drying process with photos. Separate destroyed objects (that you'll claim) from objects that were saved. Review all appliances. DO NOT PLUG THEM IN until a technician reviews them. Water may have damaged internal circuits. Request repair quotes for floors, walls, paint, electrical installation. The insurer will require them. If humidity and mold were generated, you need specialized treatment. Request quotes for this too.
4. What documentation you need to gather for your claim
For your claim to be smooth and without problems, you need to present complete documentation. List of essential documents: Police report (in case of theft or any crime), Firefighters certificate (in case of fire), Completed claim report form (your insurer gives it to you), Copy of your valid policy, Insured's ID. Damage documentation: Photos and videos of the claim and damages, Detailed list of affected goods (stolen, destroyed, damaged), Description of each good: brand, model, year of purchase, approximate value. Proof of ownership: Purchase invoices of affected goods, Previous photos of the claim where goods are visible (very useful), Warranties, user manuals, original boxes if you keep them, Serial number records (especially for technology), Card statements where purchases appear. For repairs: Repair quotes from professionals (plumber, electrician, builder, painter, etc.), Invoices for emergency services you had to pay, Receipts for hotel or temporary accommodation expenses if your home became uninhabitable, Invoices for specialized cleaning, disinfection, humidity treatment. Tips to organize documentation: Make digital folders with all photos organized by date and damage type, Scan all papers and have digital copies in addition to physical ones, Make a text document with the complete chronological account of what happened, Send everything by email to your producer or insurer so there's a record of submission date. The more complete your documentation, the faster and without objections your compensation will be.
5. How the expert process works: What to expect and how to prepare
After notifying the claim, the insurer designates an expert who will inspect the damages. Understanding how this process works helps you be prepared. What the expert does: Verifies that the claim is covered by your policy, Inspects the scene to confirm how it occurred, Evaluates the magnitude of damages, Estimates replacement or repair cost, Verifies you meet policy requirements (security measures, etc.), Determines if there are signs of fraud or inconsistencies. How to prepare for the expert's visit: Have all documentation ready and organized, Prepare to explain clearly and chronologically what happened, Show all evidence: photos, videos, reports, Be honest and consistent in your account, If you have an advisor producer, ask them to be present at the inspection. What you can expect them to ask: How did you discover the claim? At what time approximately did it occur? Who was in the house? What security measures do you have? (alarm, bars, locks), When was the last time you saw the stolen/damaged objects? Do you have invoices or receipts for the goods? Had you reported these goods when you contracted insurance? Mistakes to avoid with the expert: DO NOT exaggerate damages. The expert is an expert and will notice, DO NOT invent goods you didn't have. It's fraud and you can go to jail, DO NOT be hostile or uncooperative. The expert works to determine facts. After inspection: The expert prepares a report for the insurer with their evaluation, The insurer analyzes the report and decides whether to approve the claim and for what amount, They notify you of the decision: approved, partially approved, or rejected, If approved, they tell you the amount and payment method (direct repair, reimbursement, replacement). The process can take between 7 and 30 days depending on claim complexity.
6. What to do if your claim is rejected or they pay less than expected
Sometimes the insurer rejects the claim or pays a lower amount than expected. Know what options you have. Common reasons for rejection: The claim is not covered by your policy (read coverage and exclusions carefully), You didn't meet required security requirements, You notified the claim out of deadline, There are inconsistencies in your account or documentation, They suspect fraud, The damage is from lack of maintenance, not a sudden event. Reasons for partial payment: The claimed amount exceeds your policy's sublimits, You couldn't prove ownership of all claimed goods, Some goods were excluded from coverage, There's a deductible that's discounted from the total, Depreciation applied for goods' age. Steps to follow if you disagree: Ask in writing for detailed explanation of rejection or payment calculation, Review your policy point by point. Do you really have a case or didn't you understand coverage?, Consult with your Advisor Producer. They know the subject and can argue technically with the insurer, Present formal internal claim to the insurer. Many have claim review areas, Present claim to the National Insurance Superintendency (SSN). You can do it online at www.argentina.gob.ar/ssn, Consider hiring a lawyer specialized in insurance if the amount at stake is important, As a last resort, you can initiate legal action, but this is slow and expensive. Tips to fight your claim: Always stay formal and in writing. Avoid unrecorded phone discussions, Present all additional evidence you have that you hadn't shown before, Look for case law of similar cases that ruled in favor of the insured, Don't accept the first offer if it seems unfair to you. It's negotiable, Often, with SSN intervention, insurers reconsider. Most claims are resolved favorably if you're right and present correct documentation. Don't give up easily.
Conclusion
Suffering a claim in your home is traumatic and stressful. But knowing exactly what to do in those first critical moments can make the difference between collecting your full compensation or facing rejections and complications. Save this guide, share it with your family, and make sure you have all emergency numbers and your insurance contacts always at hand. If you have an Insurance Advisor Producer, their number should be on your cell phone on speed dial. They will guide you through each step, manage with the insurer for you, and ensure the entire process is as smooth as possible. No one expects something to happen to them, but being prepared is the best way to protect yourself. Review your policy today, know your coverage, identify your emergency numbers, and hope you never have to use this information, but if you need it, you'll be ready.
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