Most people have never filed an insurance claim before the moment they actually need to. A car accident. A hail-damaged roof. A break-in. The moment usually arrives fast, and figuring out what to do next in real time is stressful.
This guide covers how to file a claim for the most common policy types, what to document, what to expect from the process, and the mistakes that make things harder than they need to be.
Before you file: read your policy first
Before you call your insurer, spend five minutes with your declarations page. Two things matter most: what's covered, and what your deductible is. If the damage will cost less to repair than your deductible, filing may not make sense. A $600 repair on a policy with a $1,000 deductible means you pay out of pocket anyway, and filing a claim that results in no payout can still affect your premium at renewal.
This isn't a reason to avoid filing. It's a reason to do a quick calculation first. For major losses, a fire, a totaled vehicle, storm damage that requires a roof replacement, file the claim. That's exactly what the coverage is for.
Gathering documentation before you file
Documentation is the single most important thing you can control in the claims process. The clearer your evidence, the smoother the process. Start gathering immediately after a loss, before anything is cleaned up, moved, or repaired.
- Photograph and video all damage from multiple angles, including close-ups and wide context shots. Time-stamp everything if your phone allows it.
- Write down exactly what happened and when, including weather conditions, anyone present, and any relevant sequence of events, while the details are still fresh.
- For accidents, collect the other party's name, contact information, insurance carrier, and policy number.
- Save all receipts for emergency repairs, temporary housing, food, transportation, or any other costs related to the loss. Some may be reimbursable under your policy.
- For property claims, pull purchase receipts, serial numbers, photos, or any records of major items. A home inventory taken before a loss makes this significantly easier.
Filing the claim
Contact your insurer as soon as you've documented the situation. Most carriers have 24/7 claim lines, mobile apps, and online portals. Calling your agent directly is often the fastest route when the situation is complicated or you're not sure what's covered.
When you report, you'll provide a summary of what happened, the date and location, and your policy number. The carrier creates a claim file and assigns you a claim number. Keep it. You'll need it for every follow-up communication.
In Texas, insurers are legally required under Texas Insurance Code Chapter 542 to acknowledge a claim within 15 days of receiving notice. They must accept or deny within 15 business days after receiving all requested documentation. Once a claim is approved, payment must follow within 5 business days. These are enforceable timelines. If your insurer misses them without a valid explanation, you have grounds to push back or file a complaint with the Texas Department of Insurance.
What happens next
After you file, an adjuster is assigned to evaluate your claim. They review your documentation, may inspect the damage in person, obtain contractor estimates, and determine what your policy covers and at what amount.
For auto claims, many insurers use a photo assessment first. You submit images through an app and they provide a repair estimate. For total loss situations or major damage, a physical inspection is standard.
For home claims after a major storm, especially in West Texas where hail events can generate thousands of claims across Lubbock in one afternoon, adjuster response may be slower than usual. Document everything thoroughly, make only temporary repairs needed to prevent further damage, save every receipt, and follow up regularly using your claim number.
Review the settlement offer carefully before accepting. If the amount seems low, you have options.
Texas homeowners can invoke the appraisal clause in most policies, which brings in an independent appraiser to assess the loss value. This is a useful tool when you and your insurer disagree significantly on repair costs.
Auto insurance claims: step by step
If you're in a vehicle accident, the order of actions matters.
- Check for injuries first. Call 911 if anyone is hurt.
- Move vehicles to a safe location if possible, without worsening damage.
- Exchange insurance cards, driver's license information, and contact details with the other driver. Get their license plate number too.
- Photograph all vehicles, license plates, the accident scene, and any visible road conditions.
- File a police report. In Texas, you're legally required to report accidents involving injuries, death, or property damage over $1,000. Most accidents in 2026, given what repairs cost, clear that threshold.
- Contact your insurer or agent even if you're not at fault. Your insurer can protect your interests if the other driver's carrier becomes difficult or delays.
If your car is totaled, your insurer pays actual cash value, which accounts for depreciation. If you owe more on the loan than the ACV, gap insurance covers the difference. Without gap coverage and an upside-down loan, that balance is yours to cover.
Home insurance claims: step by step
For storm damage, a break-in, or a fire:
- Make sure the property is safe before entering. Call authorities if there's been a crime or if structural safety is uncertain.
- Document all damage with photos and video before any cleanup or temporary repairs.
- For theft or vandalism, file a police report immediately. Your insurer requires it.
- Make only temporary repairs needed to prevent further damage, like tarping a breached roof. Keep every receipt for those repairs.
- Do not sign any contracts with contractors before your insurer has assessed the damage. Some roofing contractors pressure homeowners into assignment of benefits agreements that can complicate or delay your claim. Texas has passed legislation limiting certain AOB practices, but the pressure still exists.
- Create a complete inventory of damaged or destroyed items with estimated values and purchase dates.
Loss of use coverage pays for temporary housing and additional living expenses if your home is uninhabitable due to a covered loss. Track every hotel receipt, meal cost, and additional transportation expense. These are reimbursable up to your policy's loss of use limit.
If your claim is denied
A denial isn't always the end of the process. Read the denial letter carefully. It must explain which specific policy provision or exclusion is the basis for denial. Common reasons include the damage being classified as maintenance deterioration rather than a covered peril, the loss occurring outside the policy period, or a named exclusion applying.
If you believe the denial is incorrect or the settlement is insufficient, your options include filing a formal appeal with the insurer, invoking the appraisal clause for valuation disputes, or filing a complaint with the Texas Department of Insurance. For large claims, a public adjuster who works exclusively for you (not the insurer) can help navigate disagreements. Insurance claim attorneys are also an option when significant money is involved and negotiations stall.
How your agent can help
Having an agent who knows your policy before a claim happens is one of the most practical reasons to work with a local independent agency. At LSM Insurance Agency, we help clients understand what their policy actually covers before a loss, walk through documentation during a claim, follow up with adjusters, and push back when settlements don't reflect what the policy provides. We serve Lubbock and West Texas across
personal
and
commercial insurance lines. Call (806) 577-4198 or visit lsm-agency.com if you have questions about your current coverage or want to talk through a claim you're dealing with.
