How to Document Property Damage for Insurance Claims

Whether your property has been affected by fire, storm, flood, hail, wind or an impact event, the quality of your documentation is the single biggest factor within your control that determines how smoothly your insurance claim is processed. Insurers and their appointed assessors rely on the evidence you provide to establish what was damaged, when the damage occurred, and what the pre-loss condition of your property was.

The General Insurance Code of Practice sets minimum standards that all Australian general insurers must meet, including the obligation to handle claims honestly, fairly and transparently. However, meeting those obligations requires your insurer to have complete and accurate information. Gaps in your documentation create opportunities for delays, requests for further information, or disputes about the extent of the loss.

This guide covers documentation principles that apply across all major damage types. For water-damage-specific documentation, see our dedicated guide on documenting water damage for insurance claims.

Fire damage documentation presents particular challenges because the scene changes rapidly — emergency services activities, demolition of unstable structures, and weather exposure all alter the evidence. Prioritise documentation immediately after the property is declared safe to enter.

• Photograph the origin area first: If the fire origin is identifiable (kitchen, electrical panel, roof void), photograph that area in detail before it is disturbed. The origin and cause are central to the insurer's assessment of whether the loss is covered under your policy.
• Capture smoke and soot damage separately: Smoke and soot damage can extend well beyond the area of flame contact, affecting walls, ceilings, HVAC systems, and soft furnishings throughout the property. Photograph each affected room individually, including ceiling corners and air vents.
• Inventory all damaged and destroyed contents: For items that were destroyed or rendered unusable, create a written list with as much detail as possible: brand, model, approximate age, and purchase price if known. Photograph any items that are still identifiable. Check for warranties, receipts, or bank statements that confirm purchases.
• Record structural damage: Photograph compromised roof members, burnt-out wall frames, collapsed ceilings, and any structural elements that have failed or are at risk. Wide shots showing the full extent of structural involvement are as important as close-up detail shots.
• Obtain the fire brigade report: Contact your local fire and rescue service to request a copy of the incident report. This report records the date, time, and fire brigade's assessment of the fire origin and cause — information your insurer will request as part of the claim.

Do not dispose of any damaged items, even if they appear to have no value, until your insurer has either inspected them or confirmed in writing that disposal is approved. Premature disposal can result in disputes over contents values.

Storm damage claims — including hail, wind, falling trees and wind-driven rain — are among the most common property insurance claims in Australia. The Insurance Council of Australia (ICA) coordinates industry responses to declared catastrophe events, which can affect claim timeframes. Good documentation helps your claim move efficiently even in high-volume periods.

• Document the weather event independently: Obtain a weather bureau (Bureau of Meteorology) confirmation of the storm event — date, time, location, and recorded conditions such as wind speed or hailstone size. Insurers use this to verify that a qualifying weather event occurred. Screenshots from the BOM website with date and time visible are acceptable supporting evidence.
• Photograph roof damage safely from the ground: Do not access a damaged roof. Use a zoom lens or, if safe, photograph from an upstairs window. Show missing tiles, lifted metal sheeting, damaged flashings, guttering displacement, and any visible penetrations. If you engage a contractor, ensure they photograph the roof in detail before making repairs.
• Capture hail impact patterns: Hail damage on vehicles, guttering, air conditioning units, solar panels, and roofing materials often shows a distinctive impact pattern. Photograph individual impacts with a close-up that clearly shows the dent depth and surface texture. Include a ruler for scale.
• Document fallen trees and impact zones: If a tree has fallen on the structure, photograph the full length of the tree, the root zone (to show whether it was diseased or structurally compromised prior), the point of impact, and all resulting structural damage. Do not remove the tree until the insurer's assessor has attended or given approval — tree removal is a separate cost category in most claims.
• Internal water ingress from the event: Storm events frequently cause internal water damage through penetrations in the building envelope. Document internal water staining, saturated materials, and ceiling damage with the same thoroughness as you would for a plumbing leak — photos, extent mapping, and evidence linking the water ingress to the external storm damage.

Flood damage documentation is particularly time-sensitive. Rising and receding water levels alter the evidence quickly, and access to the property may be restricted during and immediately after a flood event. Document as early as safe access permits.

• Mark and measure water lines immediately: The high-water mark on walls is critical evidence of flood height and extent. Photograph water lines on every wall in every room with a tape measure held vertically from floor level. If the line is fading, mark it with painter's tape before it disappears.
• Distinguish storm surge, flash flood and riverine flood: Your policy may treat different flood types differently. Document the source of inundation — was water entering from outside the property at ground level, rising through drainage, or coming from a watercourse? This distinction matters for coverage determination under many home insurance policies.
• Photograph contaminated materials: Floodwater frequently carries sewage, chemicals and debris. Photograph contamination evidence — sediment deposits, debris lines, discolouration — as this affects the remediation scope and the insurer's assessment of whether materials can be cleaned or must be replaced.
• Retain samples if instructed: In some flood events, insurers or their assessors may request soil or water samples to assess contamination levels. Do not wash or clean affected areas until the insurer has had the opportunity to inspect or has confirmed approval to proceed.

Under the General Insurance Code of Practice, insurers must keep you informed of the progress of your claim. If your property is uninhabitable, your insurer has obligations regarding alternative accommodation — check your policy for 'temporary accommodation' or 'additional living expenses' cover.

A thorough contents inventory is required for virtually every significant property damage claim. The more detail you can provide, the less room there is for dispute about the value of your loss. Start building your inventory immediately, even if it is incomplete — you can add to it as you locate or recall items.

• Use a spreadsheet or your insurer's contents form: List each item with: description, brand and model, approximate age, purchase price if known, and current damage status (destroyed, damaged, salvageable). Group items by room for ease of assessment.
• Support values with evidence: Bank statements, email receipts, warranty cards, credit card statements, and photos of items taken before the event (from social media, family photos or previous insurance documentation) all support your claimed values. Gather whatever is available.
• Understand indemnity versus replacement: Contents policies in Australia are typically either 'agreed value', 'replacement', or 'indemnity' (market value at time of loss, accounting for depreciation). Know which type of cover you hold before the assessor visit — this affects how your claim is settled.
• Lodge promptly and follow AFCA timeframes: Lodge your claim as soon as possible. Under the General Insurance Code of Practice, your insurer must acknowledge your claim promptly and keep you informed of its progress. If your claim is denied or you are unsatisfied with the outcome, you may escalate to the Australian Financial Complaints Authority (AFCA) — the external dispute resolution scheme for insurance complaints — within two years of receiving the insurer's final decision letter.
• Do not accept a settlement under duress: If the insurer offers a settlement amount that you believe is inadequate, you are entitled to request a review, obtain your own repair quotes, and if necessary, take the matter to AFCA. You do not have to accept the first offer.

The Disaster Recovery platform connects you with IICRC-certified restoration contractors who produce professional documentation — scope of works, moisture mapping, progress reports and completion reports — that supports your claim from the initial assessment through to finalisation.