What to expect when filing a water damage claim

A burst pipe or overflowing washing machine can turn an ordinary day into a scramble. Even after you stop the water, you’re left wondering who handles the cleanup, what your policy covers, and how long it’ll take to get your home back.  
 
We’ve helped Northwest members through water damage claims for 75 years. Here’s what to expect, and how we’ll help along the way. 

What your policy is built to cover 

Homeowner policies are designed for sudden, accidental water losses — a burst pipe, an overflowing appliance, an unexpected failure. When damage builds up gradually over time, typically beyond 14 days, it may fall outside what your policy covers, since policies generally don't pay for deterioration, wear and tear, or damage from deferred maintenance. 

If you're not sure which situation you're in, your adjuster can walk you through how your policy applies. 

Stopping the water safely 

If you can reach the source safely, turn off the water at the appliance or your home's main water valve. Stay away from standing water near outlets, appliances, or wiring. If you're unsure whether it's safe to turn off the power, call a qualified professional. 

Take photos before cleanup if you can. Then move belongings out of the wet area and soak up standing water where it's safe to do so. You don't need to wait for an adjuster to take reasonable steps to prevent more damage. 

Filing your claim  

Time matters with water damage. Mold can start growing within 24 to 48 hours, and our Northwest humidity gives it every advantage. Claims can be reported any time, day or night — call 1-800-GO-PEMCO (1-800-467-3626) or use the Go PEMCO app. After-hours calls may result in more abbreviated intake, and a PEMCO adjuster will follow up the next business day. 

We'll ask what caused the leak, when you found it, and which areas of your home were affected. Tell us about any cleanup you've already done and keep photos and receipts for related expenses. 

You don't need to have every answer before you call. We'll let you know what information we need next. 

Working with your adjuster 

We'll assign an adjuster to review the damage and explain how your policy applies. They'll be your main contact for questions about coverage, costs, and what happens next. Water damage coverage depends on what caused the damage and the terms of your policy. Your adjuster can explain what may be covered, how your deductible works, and when you can expect an update. 

Drying out your home  

For more extensive damage, a water mitigation specialist may come to your home. They'll check how far the moisture has spread. Water can travel beneath flooring, behind walls, or into a crawl space before you can see it. The specialist will make a plan to dry those areas. That may mean removing wet flooring, drywall, or cabinets so moisture doesn't remain trapped. They'll also check for conditions that could change how they handle the cleanup. 

This drying and cleanup work is called mitigation. It's usually the first phase of restoring your home. 

Getting repairs underway 

Once the affected areas are dry, repair work can begin. A separate contractor may replace flooring, drywall, cabinets, or other damaged materials. 

A small repair may move quickly. More extensive damage can take longer, especially if materials take time to arrive or several parts of your home need work. Your adjuster can help you understand the repair plan and how your policy handles the costs. 

Choosing a contractor 

You can hire any contractor you'd like for your repairs. If it helps, we also keep a list of contractors by ZIP code that other PEMCO customers have used. It's a starting point, not a recommendation, so you'll still want to check licensing, insurance, and reviews yourself before hiring anyone.  

Whichever contractor you choose, get a written estimate before work starts, and confirm with your adjuster what's covered before you sign anything. Read any contract carefully before authorizing work — some contracts include an assignment of benefits clause, which transfers your insurance rights to the contractor. If you see one, contact your adjuster before signing. 

Finding temporary housing 

If a covered loss makes your home unfit to live in, your policy may help pay for temporary housing. Ask your adjuster what your coverage allows before making arrangements and keep receipts for any expenses they ask you to track. 

Help prevent water damage 

Most water damage starts small: a slow drip under a sink, a worn supply line, a water heater nearing the end of its life. Catching these early matters for more than peace of mind — gradual damage that goes unaddressed may not be covered under your policy. Our Maintain, Inspect, Monitor checklist breaks it down into three simple habits: 

Maintain. Replace supply lines and hoses before they wear out, especially on washing machines, toilets, and dishwashers. Clear gutters and downspouts so water moves away from your home instead of pooling near the foundation. 

Inspect. Check under sinks, around toilets, and near appliances for slow leaks or water stains. Look at your water heater for rust or corrosion, and know where your main shutoff valve is before you need it. 

Monitor. A leak detection device can catch what a visual check might miss, especially in spaces you don't see often, like a crawl space or behind a washing machine. 

For monitoring, PEMCO members get a preferred rate on the Moen Flo Shutoff, a device that tracks your home's water use and can automatically shut off the water if it detects a leak. Members who install the Flo Shutoff and maintain an active Moen service subscription may be eligible for up to $1,000 in covered plumbing repairs each year. If the device fails to stop a detected leak, the subscription also includes up to $5,000 in insurance deductible coverage. The device must remain online, active, and configured for at least 30 consecutive days to maintain eligibility. Learn more about Moen Flo. 

See our full checklist for more ways to catch a leak before it becomes a bigger problem. 

For questions about your coverage, call 1-800-GO-PEMCO  to speak with a licensed agent. We're here to help.