‘Document everything’: Your 10-step guide to insurance claims after Hurricane Helene

A step-by-step approach to make sure you get the coverage you deserve.

Hurricane Helene hit North Carolina hard, with impacts including flooding, landslides, power outages, and property damage in portions of both the western and central regions. We know you’ve survived the first hurdle of the storm—and we’re so glad you’re here. Now, onto the next hurdle: Your insurance company.

It’s not safe to assume your insurance will do right by you because it’s the right thing to do. Hurricane Ian ravaged Florida two years ago. And CBS News’ recent report on Ian survivors shows many homeowners are still fighting to be made whole by their insurance companies. So let’s do this right, North Carolina. Here’s how:

• Conduct a home inventory and document everything

Before you dive into any temporary repairs, take a moment to snap detailed photos and videos of all the damage. Focus on things like broken windows, flooded areas, damaged roofs, fallen trees, and any personal belongings that have been affected. This is super important—these visuals will help if any disputes pop up with your claim later on. 

And don’t forget to keep receipts for any temporary repairs or accommodations you make, as you might be able to get reimbursed for those expenses.

• Review your coverage thoroughly so you know what’s covered

Sit down with your insurance policy. Look for any exclusions, like flood or windstorm damage, which will most likely have required separate coverage since most homeowners’ policies don’t cover flooding.

But if you didn’t have flood coverage, you may still be eligible for FEMA disaster assistance. To apply, visit DisasterAssistance.gov, use the FEMA App, or call 800-621-3362. 

To get flood insurance for the future, consider applying for the National Flood Insurance Program. Just a heads up: There’s a 30-day waiting period before most flood policies kick in. And if you’re renting, remember that your landlord’s insurance only covers the building itself—your personal belongings won’t be covered unless you have your own renters’ policy.

• Find out if depreciation will impact your payout

When it comes to insurance, policies can reimburse you for your damaged property in two ways: Actual Cash Value (ACV) or Replacement Cost Value (RCV). ACV means you’ll get paid based on how much your property was worth right before the damage happened, which takes depreciation into account.

For example, if your old TV was worth $200 before it got damaged but cost $500 new, you’d only get the $200. On the other hand, RCV is a bit more generous. It covers the cost to replace or repair your property at today’s prices, regardless of depreciation. So, if your damaged TV costs $500 to replace now, that’s what you’ll get. 

Review your insurance policy to learn which type you have—that’ll help you predict your payout.

• Understand your deductible and limits

The deductible is the amount you’ll need to pay out of pocket before your insurance kicks in. You should also look for policy limits for specific items like jewelry or electronics. You want to know what’s covered and what’s not.

• Request an advance on your claim

If you need immediate help for housing or essentials, don’t hesitate to request an advance from your insurer.

Renters may qualify for Loss of Use coverage, which helps with temporary living expenses if your place becomes uninhabitable.

• Challenge your settlement if necessary

It’s important to note that many insurance companies might initially offer a low settlement. Be prepared to dispute it. You can do this by requesting a breakdown of how they calculated the offer. 

Once you have that, review it carefully and compare it to your own documentation. If you notice discrepancies or believe certain items were undervalued, gather your evidence to support your case, and prepare a well-organized response to your insurer, outlining your findings and explaining why you believe the settlement should be higher. And if you still feel unsatisfied with their response, then consider hiring an independent adjuster for additional support.

• Don’t forget tree and debris removal

Homeowner policies often cover up to $500 for tree removal only if the tree damaged a structure or blocked a driveway.  Renters should check if their policy includes coverage for personal property damaged by fallen trees or storm-related hazards.

• Renters, know your personal liability coverage

If someone was injured on your rented property, your renter’s insurance provides personal liability coverage. This section of your policy protects you, the insured, if you’re legally responsible for bodily injury or property damage to others. It’s crucial to understand the limits of this coverage, including any medical payments available for others injured on your property.

Specifically, medical payments to others coverage pays for reasonable and necessary medical expenses for people—other than resident members of your home—who are accidentally injured on your property. However, it’s important to note that while your renter’s insurance can help cover these expenses, you may still be responsible for any additional costs that exceed your coverage limits.

To fully understand your policy’s specifics and any exclusions, be sure to discuss this with your insurance agent. 

• Stay patient and persistent

Insurers must acknowledge claims within 30 days, but there’s no set deadline for claim resolution. Keep detailed records of your interactions by documenting who you called, when you called, how long your call was, what your call was about; and be persistent in follow-ups to avoid delays.

• Check for unneeded coverage

For the future, make sure to review your policy to ensure you aren’t paying for coverage you don’t need, like detached structures you don’t own. Renters and homeowners should also discuss any limits or exclusions on their personal property coverage with their agent. And if you want more answers, here are some questions to ask your agent.

As you navigate the recovery process after Hurricane Helene, review your policy, document any damage, and don’t wait to reach out for assistance if you need it. 

If you have questions or need support, contact your insurance agent. And remember, the North Carolina Department of Insurance is available to help you. Call 855-408-1212 or visit NCDOI.gov for resources and assistance.

RELATED: Here’s how to help and get help after Hurricane Helene