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Document wildfire damage only after fire, utility and building officials say the property is safe to enter. Then create a dated photo and video record, separate structure and contents inventories, a file of receipts and estimates, and a call log for every insurer and mortgage-servicer contact. Notify both companies promptly, preserve damaged items unless officials or the adjuster direct otherwise, and ask the servicer how insurance proceeds will be endorsed and released before you commit to repairs. Your policy, loan documents and state rules control the deadlines and payment process.
1. Put safety before evidence
A burned or smoke-damaged structure can contain unstable walls, live utilities, ash hazards and other dangers that are not visible in photographs. Do not enter to retrieve records or photograph rooms until the fire department, utility company and building officials have authorized access and explained any restrictions. If officials require removal of debris or damaged materials, follow that direction and record who gave it and when.
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When access is approved, use the safest route and do not move more than necessary. If you are unsure whether a room, roof, electrical panel or gas line is safe, wait for a qualified professional. Evidence is not worth an injury or a second loss.
2. Open the claim and establish a written record
Notify the insurer promptly
Use the claims number on your policy, declarations page or insurer website. Tell the representative that a wildfire caused damage and ask for:
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- The claim number and the adjuster’s name, direct phone number and email address.
- A complete copy of the policy, including declarations, endorsements, exclusions and applicable claim instructions.
- Every deadline for reporting, submitting inventories, requesting additional living expenses and completing repairs.
- Instructions for emergency mitigation, temporary repairs, debris removal and preserving damaged property.
- The address or portal for estimates, receipts, photographs and other evidence.
Ask the representative to confirm important instructions in writing. A verbal answer can be misunderstood later; an email or letter creates a dated record.
Keep a dedicated claim diary
Use a notebook, spreadsheet or digital document that is separate from your ordinary household notes. California Department of Insurance wildfire guidance states: “Document all of your conversations with your insurer/adjuster about your claim and policy limitations in a dedicated ‘claim diary.’”
For each contact, record the date and time, the person and department, phone number or email, claim number, question asked, exact answer, documents promised, deadlines mentioned and your next action. Add the date you sent each document and the method used. Keep copies of messages, upload confirmations, letters, estimates and photographs in the same file.
Start a second log for the mortgage servicer. The insurance claim and the mortgage loss-proceeds process are related, but they are not the same file or decision.
3. Photograph and video the damage in a usable sequence
Start with wide views
Once the site is safe, photograph every exterior elevation, the address or another identifying feature, outbuildings, driveways, fences, landscaping and visible smoke or soot. Then record each room from several corners before taking close-ups. Wide images show location and scale; close images show the specific failure.
For each damaged item, capture:
- A room or exterior view showing where it was located.
- A closer image showing the burn, smoke, soot, water or suppression damage.
- Labels, serial numbers, model plates and other identifying marks when they remain readable.
- A ruler or familiar object when size or depth matters.
Include damage that is not a total burn. Smoke odor, soot film, heat warping, water intrusion from firefighting, damaged wiring, cracked masonry and contamination can affect repair decisions even when an object looks intact. Do not clean, repaint or discard an item simply to make the property look better before the adjuster has documented it.
Preserve originals and add context
Keep the original photo and video files, not only screenshots or compressed social-media copies. Name or organize them by date, property area and subject, and maintain a simple index explaining what each file shows. If possible, note the date, location, room and damage description in the file name or a separate log.
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4. Build separate structure and contents inventories
Structure inventory
List the dwelling and other structures by area: roof, exterior walls, windows, doors, attached garages, detached buildings, decks, driveways, fencing, retaining walls, landscaping and built-in systems. For each item, describe the damage and whether it is burned, smoke-damaged, water-damaged, unstable or missing. Add contractor estimates, engineering reports and public-agency notices when available.
Do not decide from appearance alone whether a structure is repairable. The insurer, building officials, engineers and contractors may reach different conclusions about code-required work or whether rebuilding is legally possible.
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Contents inventory
Make a room-by-room list of personal property, even when the first inspection is incomplete. For every item you can identify, record:
- Plain-language description and room or storage location.
- Brand, model and serial number when available, especially for appliances and electronics.
- Approximate purchase date or age.
- Estimated replacement price and, if known, original purchase price.
- Condition before the wildfire and the observed damage now.
- Receipts, bills, warranties, photographs, manuals, credit-card records or other supporting material.
Include ordinary items people often overlook: clothing, shoes, tools, outdoor furniture, bicycles, sporting equipment, hobby supplies, children’s items, seasonal decorations, kitchenware, linens and stored goods. Search old photographs, videos, cloud accounts, retailer histories and bank or card statements for leads, but label estimates honestly when an exact receipt is unavailable.
Keep separate totals for different categories and do not assume the policy pays every listed item. The policy’s limits, deductibles, exclusions and valuation method determine what is covered.
Do not destroy evidence prematurely
Do not throw away damaged contents, building materials or appliances until the adjuster has inspected them or has given written instructions, unless a public authority requires removal or leaving them creates an immediate safety or health risk. Photograph the item in place first. If it must be removed, record who authorized removal, where it went, the date, disposal or storage cost and any salvageable parts.
For emergency mitigation and temporary repairs, photograph the condition first, use reasonable measures to prevent further damage, keep itemized invoices and receipts, and ask the insurer which work requires advance approval. Emergency work does not automatically mean every charge will be reimbursed.
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Assemble a master file containing the policy and declarations, mortgage statement and loan information, claim diary, inventories, photographs, videos, adjuster correspondence, estimates, permits, invoices, receipts and proof of temporary living costs. Keep a paper set away from the property and a secure digital copy that you can access if the home is inaccessible or destroyed. A relative’s home, workplace or secure cloud account can be used; the California Department of Insurance also identifies a safe-deposit box as one possible location.
Use a simple file naming system, such as 2026-10-17_kitchen_smoke-damage_01.jpg, and retain a list of what has been submitted. Send copies rather than irreplaceable originals unless the recipient specifically requires an original and you have made a copy.
6. Read the policy before choosing a settlement strategy
Review the declarations page and endorsements for dwelling, other structures, personal property and additional living expense limits; deductibles; replacement-cost or actual-cash-value language; exclusions; ordinance-or-law provisions; and deadlines. Coverage can differ for a repairable home, a total loss, contents and temporary housing. A claim number is not a coverage decision, and an inspection is not a promise of payment.
Ask the adjuster to identify, in writing, which policy section applies to each major category of damage and what documents are needed to evaluate it. If the insurer says an item is excluded, request the specific policy language and the factual reason for the decision. Keep questions focused on one issue at a time so the response can be matched to your records.
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Tell the servicer early
Send the mortgage servicer the claim number and an initial description of the loss. Ask for its disaster or insurance-claims department and request the exact loss-proceeds procedure before signing a large repair contract or paying a deposit.
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- Stay Organized: Keep all your household documents, receipts, and inventory in one place with the Homeowner Book of Records 3 Ring Binder, which comes with 13 category envelopes for mortgage, taxes, insurance, home warranty, utilities and services, home furnishings, landscape, appliances, electronics, home improvements, homeowner's association, and a blank envelope. It also includes a household inventory sheet.
- High-Quality Binder: The sturdy design and double-sided household inventory contents sheet ensure that your important documents stay safe and secure.
- Oversized Envelopes: The up-to-date category envelopes are perfect for detailed record-keeping and receipts, making it easy to stay on top of your finances.
- Unforgettable Closing Gift: Give your clients a gift they'll never forget with the Homeowner Book of Records, featuring two business card holders (one on the front cover and one on the inside) and a thank-you letter expressing gratitude for their business. Clients will remember you for providing them with a practical and thoughtful gift that helps them stay organized long after the closing.
- Top Real Estate Agent Supply: Keep these on hand so you are always ready with a closing gift for your cusomters! Your clients will always know where your contact information is so they can hand it out to thier friends and family - getting you referral business for years to come! These also make a great gift for a housewarming party!
Ask these questions:
- Will the insurance check be payable jointly to you and the servicer, and where must it be sent?
- Who must endorse the check, and what identification or documents are required?
- Which inspections, contractor licenses, plans, permits, budgets or proof of completion are required?
- How much can be released before work begins, and what milestones trigger later disbursements?
- How are funds for contents, temporary housing or other non-structural benefits handled?
- What happens if rebuilding is delayed, prohibited or not financially feasible?
The Consumer Financial Protection Bureau states that a homeowner’s insurance settlement is generally paid by a check made out to both the homeowner and the mortgage servicer or lender. Servicers commonly release some proceeds before work and additional amounts as repairs progress, with final funds after completion and inspection. The actual sequence, documents and timing depend on the loan and servicer.
Understand investor-specific procedures
Fannie Mae and Freddie Mac servicing instructions apply to loans they own or guarantee; they are not universal rules for every mortgage. For covered loans, their guidance requires servicers to coordinate claims, monitor repairs and disburse loss proceeds under procedures that can vary with loan status and whether rebuilding is legally possible. Ask your servicer which entity owns or guarantees your loan and which procedure governs your file.
8. Keep making mortgage payments unless the servicer changes the arrangement
Property damage does not automatically suspend the mortgage. Continue scheduled payments unless the servicer confirms a forbearance, deferral, repayment plan or other written relief arrangement. If the wildfire has disrupted income or made a payment impossible, contact the servicer immediately and explain the hardship.
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Ask specifically about forbearance, fee waivers and other disaster options, how interest will accrue, whether missed amounts must be repaid in a lump sum or over time, and how the arrangement will be reported. Eligibility depends on the loan’s owner or guarantor and the applicable disaster program. Do not stop paying based only on an assumption that insurance proceeds will arrive soon.
9. Match your evidence to the type of loss
| Claim situation | Evidence to emphasize | Questions to resolve |
|---|---|---|
| Repairable dwelling | Room-by-room photos, engineering or contractor estimates, permits, code requirements, mitigation invoices and before-and-after images. | Which repairs are covered, whether upgrades are required by code, and what milestones release mortgage-held funds? |
| Total or near-total loss | Exterior and interior photos, site and structure descriptions, pre-loss photographs, plans, permits and a detailed contents inventory. | How is total-loss coverage calculated, what debris or ordinance costs apply, and is rebuilding legally possible? |
| Personal property | Room-by-room inventory, brand and model details, receipts, bills, warranties, photographs and age estimates. | Does the policy require itemization before payment, and are sublimits or special categories involved? |
| Additional living expenses | Hotel or rental invoices, meals and necessary extra-cost receipts, dates, payment proof and the reason the home was uninhabitable. | What expenses and time period does the policy recognize, and where should receipts be submitted? |
| Emergency mitigation | Before-and-after photos, work orders, invoices, receipts, authorization notes and records of who performed the work. | What work was necessary immediately, what required approval, and what remains to be inspected? |
10. Replacement cost and actual cash value are different
A policy may value property at replacement cost, actual cash value or a combination, but the controlling definition is in your policy. Actual cash value generally accounts for age and depreciation; replacement-cost coverage may require you to repair or replace before some additional amount is paid. Do not assume a contractor’s new-item price is automatically the amount the insurer owes, or that an initial payment is the final settlement.
Ask the adjuster to show how depreciation, age, condition, labor, materials, code work and the deductible were calculated. Keep receipts for approved replacement purchases and note when an item cannot reasonably be replaced with an equivalent model.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.11. California-specific protections and deadlines
California rules and notices do not automatically apply in other states. California homeowners should read the current Department of Insurance guidance and confirm that a particular wildfire or emergency declaration falls within any special rule.
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The California Department of Insurance wildfire claimant tips page states that the insurer must provide a complete policy free within 30 days of a request. Make the request in writing, save proof of delivery and mark the date in your claim diary.
Obtaining claim documents
A California Department of Insurance alert dated August 26, 2025, explains that California insurers must provide claim-related documents upon request under its guidance concerning California Insurance Code section 2071. The described records include estimates, reports, findings and calculations used to evaluate the loss. If a California claimant cannot obtain those records, the state Department of Insurance can provide assistance. Residents elsewhere should ask their own insurance regulator what disclosure rules apply.
Advance contents payments after certain declared emergencies
A California Department of Insurance alert issued in 2025 discusses an advance-payment rule for certain total-loss claims after a declared emergency and encourages insurers to provide full contents limits without requiring detailed inventories in qualifying situations. This is California-specific and eligibility depends on the emergency, policy and facts of the loss. Ask the insurer whether the rule applies before assuming an inventory is unnecessary; continue preserving evidence and building your own list.
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- Stay Organized: Keep all your household documents, receipts, and inventory in one place with the Homeowner Book of Records 3 Ring Binder, which comes with 13 category envelopes for mortgage, taxes, insurance, home warranty, utilities and services, home furnishings, landscape, appliances, electronics, home improvements, homeowner's association, and a blank envelope. It also includes a household inventory sheet.
- High-Quality Binder: The sturdy design and double-sided household inventory contents sheet ensure that your important documents stay safe and secure.
- Oversized Envelopes: The up-to-date category envelopes are perfect for detailed record-keeping and receipts, making it easy to stay on top of your finances.
- Unforgettable Closing Gift: Give your clients a gift they'll never forget with the Homeowner Book of Records, featuring two business card holders (one on the front cover and one on the inside) and a thank-you letter expressing gratitude for their business. Clients will remember you for providing them with a practical and thoughtful gift that helps them stay organized long after the closing.
- Top Real Estate Agent Supply: Keep these on hand so you are always ready with a closing gift for your cusomters! Your clients will always know where your contact information is so they can hand it out to thier friends and family - getting you referral business for years to come! These also make a great gift for a housewarming party!
Current California guidance
The department published a disaster property-claims adjustment guide on January 9, 2026. Use the current version of state guidance, your policy and written insurer instructions together; a general online checklist cannot replace those controlling documents.
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12. Decide whether to use a contractor or public adjuster
Restoration and repair contractors
Ask contractors for written scopes, itemized estimates, license information, insurance certificates, permit responsibilities, payment schedules and change-order procedures. Compare the scope with the adjuster’s estimate, but do not treat a contractor’s estimate as a coverage determination. Keep every invoice and photograph work concealed by later construction before it is closed.
Public adjusters
A licensed public adjuster can help prepare and negotiate a claim, but hiring one is optional and their fees, contract terms and authority vary by state. Verify the license with your state regulator, read the fee and cancellation provisions, and understand whether the adjuster can bind you to a settlement or communicate with the mortgage servicer. The California Department of Insurance provides post-disaster licensing and consumer guidance; other states have their own rules.
13. Troubleshoot common documentation problems
You cannot find receipts
Use photographs, bank or card statements, retailer account histories, warranties, manuals, tax records and pre-loss videos to reconstruct the item. Mark the purchase date and value as approximate when it is approximate. Explain the source of each estimate instead of presenting a guess as a receipt.
The adjuster wants an item discarded
Ask for the instruction in writing. Photograph the item, record its identifying details and preserve any sample or component that can be safely retained. If a health or safety order requires immediate disposal, keep the order, photographs, disposal receipt and the name of the official who directed it.
The insurer and contractor disagree
Request an itemized comparison showing differences in quantities, materials, labor, code work and depreciation. Ask the insurer to identify the policy provision supporting its position and ask the contractor to explain the technical basis for its scope. Keep the dispute in writing and use the state insurance regulator’s consumer-assistance process when appropriate.
The mortgage check is delayed
Confirm that the servicer received the check, ask whether endorsements or documents are missing, and request the name of the person responsible for the file. Send the adjuster’s settlement letter, repair scope, permits and contractor information if requested. Do not deposit or spend jointly payable proceeds in a way that conflicts with the servicer’s instructions.
You cannot make the next payment
Call the servicer before the due date, explain the wildfire hardship and request a written review for disaster relief. Ask what happens to interest, escrow, credit reporting and the repayment of deferred amounts. Keep making payments unless a confirmed agreement changes the obligation.
14. A practical claim-file checklist
- Safety authorization and names of officials who restricted or approved access.
- Claim number, policy copy, declarations, endorsements and written deadlines.
- Dated exterior, room, close-up, smoke, soot and before-and-after photographs or videos.
- Separate structure and contents inventories with room, age, brand, model, serial number and value information.
- Receipts, bills, warranties, statements, photographs and other proof supporting age and price.
- Emergency mitigation records, temporary-repair invoices and disposal or storage documentation.
- Adjuster estimates, reports, correspondence, inspection dates and settlement calculations.
- Mortgage statement, servicer contact log, joint-check instructions and release milestones.
- Temporary-housing and other additional-living-expense receipts with dates and payment proof.
- Off-site paper and secure digital copies of the entire file.
Update the file whenever a condition, estimate, deadline or payment changes. A clear chronology helps the insurer, servicer, contractor and regulator understand what happened without relying on memory.
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