When Damage Strikes at Home or Work: A Guide to Photos, Documents and Reporting

After a fire, flood, burglary or earthquake, people naturally panic. Yet what you do or fail to do in those first hours largely decides how the insurance process will go. Poor documentation, late reporting or lost evidence can delay or even reduce the payout. For expats, dealing with forms and officials in another language can add to the stress. This guide walks through the steps to follow after damage to a home or business, in order.

First priority: safety and stopping the damage from growing

The insurance process always comes after personal safety. In a fire, call the fire brigade; if anyone is injured, call the medical services. Once it is safe, take reasonable steps to stop the damage getting worse:

• For a leak, turn off the main water valve.
• If there is an electrical risk, switch off the main fuse.
• Temporarily secure a broken door or window.
• Move wet belongings away from the water.

Insurance policies expect the insured person to take reasonable steps to limit the damage. However, do not throw damaged items away or start permanent repairs; these should wait until after the loss adjuster’s inspection.

Photos and video: your strongest evidence

Images of the damage are the most important documents in the process. Try to record everything before moving anything:

1. Start with wide shots of the whole room, shop or building.
2. Then take close-ups of each damaged item and surface.
3. Record the source of the damage, such as a burst pipe, a forced lock or a burnt socket.
4. Photograph labels showing serial numbers, brands and models.
5. Take more images after you have put temporary measures in place.

Photos from before the damage are very valuable too. Pictures of your home or business taken at regular intervals make it easier to prove what you owned and its condition.

Official records and documents

Depending on the type of loss, documents from the authorities play a decisive role in the insurer’s assessment:

• Theft: contact the police without delay and have an official report drawn up. Prepare a list of stolen items. If your Turkish is limited, you may want someone to help you communicate, and ask for a copy of the report.
• Fire: a fire brigade report may be requested; findings about the cause of the fire matter.
• Water damage: identifying the source of the water is important. In apartment buildings, if the management or a neighbour is the source, it helps to prepare a written record of the situation.
• Damage to third parties: note the details of the affected party and how the incident happened.

Also have ready your policy number, your ID (for foreigners, the residence permit card showing your foreign ID number, Yabancı Kimlik No, or your passport), the title deed or rental agreement, and invoices or warranty documents for damaged items. Businesses may be asked for stock records, fixture lists and accounting documents for stock losses.

Reporting: when and how?

Report the loss to your insurer or agent as soon as possible. The policy terms may set a period for reporting, and missing it can make the claim harder. When you report, give:

• When and how the damage happened
• Which areas and items were damaged
• The temporary measures you have taken
• Your contact details and the times the loss adjuster can reach you

For earthquake damage, DASK (Turkey’s compulsory earthquake insurance) and your home insurance are reported separately. DASK claims go through DASK’s own reporting channels; for the earthquake cover in your home or business policy, you notify the insurer that issued it. For water damage in particular, see our guide water damage at home: what to do.

The loss adjuster and afterwards

After you report, the insurer usually appoints a loss adjuster, who determines the cause, extent and amount of the damage. At this stage:

• Keep damaged items until the adjuster has seen them.
• Share your photos and documents with the adjuster.
• Get repair quotes as the adjuster directs.
• Politely point out, with evidence, anything you think is missing from the adjuster’s report.

Note every conversation with its date: who you spoke to, when, and which documents you handed over. Keep receipts for temporary measures such as water extraction or door repairs; depending on the policy terms, these costs may be taken into account. Report any damage that was missed or appears during repairs to your agent promptly.

Preparing before anything happens

Good claims management starts before the damage. Keep a digital copy of your policy on your phone, put receipts for valuable items in one folder, photograph your home or business once a year and save your agent’s contact details where you can find them easily.

For businesses, preparation goes further. Keeping fixture and equipment lists current, recording stock regularly and storing copies of key documents off-site helps the business recover faster after a major loss. Staff should know who to call and what first steps to take; deciding in advance who will turn off the main valve during a leak outside working hours can stop the damage spreading. At home, it is a good start if everyone in the family knows where the policy is kept and what to do first. In apartment buildings, keeping the contact details of the management and neighbours makes it quicker to establish the facts when water comes from next door.

See our home insurance and business insurance pages. As Ailenizin Sigortacısı, we are with you not only when the policy is issued but also when you need to claim. To review your policy or get a new quote, call +90 530 375 89 61 or message us on WhatsApp; we provide support in English.