The first days: limit the damage, then report as the policy requires
Policies generally expect you to take reasonable steps to stop the loss getting worse: turn off the water at the main valve, keep fire-damaged rooms from getting damp, secure doors and windows after a break-in. Reasonable costs of doing so can often be claimed too, but damage that spreads because nothing was done may not be covered.
Second, notify the insurer quickly. The policy usually states a notification period and method, so read it first, then report in writing by email or the insurer’s designated channel, stating the time, place, cause and an initial view of the loss, and keep proof that you sent it. A phone report is fine as a start, but always follow it in writing.
Third, preserve the evidence. Before moving anything, photograph and film the damage from wide shots to close-ups, room by room and item by item. Do not dispose of damaged items before the insurer’s adjuster has seen them; if something must be cleared, photograph it clearly and store it separately. For the immediate steps after a fire, see what to do after a home fire; after flooding, a flooded home; after a burglary, theft at home or in a hotel. Write down the names of everyone you speak to at the insurer and the date of each call; that log is often decisive later.
If you are abroad when it happens, ask a trusted person or the building administration to take the photos and secure the unit, and send the insurer a written notice yourself straight away. Being away is understandable; not reporting is not.
Documents: official reports, a loss list and proof of purchase
The insurer needs you to show three things: that an insured event happened, what was lost, and what it was worth. That usually means a claim form or proof of loss, the policy and payment proof, your ID, photos and video of the damage, and an official report suited to the event. For a fire, the fire authority’s certificate; for theft, a police report; after a typhoon or flood, sometimes a barangay or local government calamity certification.
Build an item-by-item loss list: item, brand and model, date bought, purchase price or current value, and extent of damage. Attach every proof of purchase you can find, such as receipts, online order screenshots or card statements. Where there is no receipt, older photos showing the item in your home help. If the policy required valuable items to be declared individually and you did not, payment for them may be limited.
Practical step: create a shared folder with sub-folders for policy, official reports, photos, loss list, receipts and correspondence, and file every document as it arrives. Whatever the insurer or adjuster asks for can then be sent at once. For the police report process, see filing a police report. Keep the original receipts safe and send copies, because the insurer may ask to see originals at the end. If a family member or helper witnessed the event, ask them to write down what they saw while it is fresh.
Do not inflate values or add items that were not there. Insurers cross-check lists against photos and purchase records, and one exaggerated line can put the whole claim in doubt. An honest list with a few gaps is much stronger than a padded one.
Assessment and payment: actual value, underinsurance and deductibles
After you report, the insurer usually sends an adjuster to inspect or asks for a video walk-through to confirm the cause and extent of the loss. Be present or have a representative there, hand over the loss list and proofs, note any questions and answer them in writing afterwards. When the adjuster’s report is out, ask for a copy and check it item by item for anything missed.
Three things commonly reduce the payout. First, whether the policy pays actual cash value or replacement cost: an older appliance is valued after depreciation, which can be far below the price of a new one. Second, underinsurance: if the sum insured is below the real value, payment may be reduced in proportion. Third, the deductible, the part of each loss you bear yourself. How each applies depends on your policy wording.
If you disagree with the assessed amount, do not sign the settlement acknowledgement straight away. List the items you dispute and why, attach further proof or an independent quote, and ask for a reassessment in writing. Once you sign a “full and final” release, disputing it becomes much harder. For handling delays and low offers, the approach in business insurance refusals and low offers applies here too. Ask the insurer to confirm in writing how long it expects each stage to take, so you know when to follow up.
If the adjuster’s visit is scheduled at a time you cannot attend, ask for a different slot in writing or send a representative with a written authorization. Missing the visit without explanation can delay the claim by weeks. Keep a copy of anything you sign during the visit.
Tenants: the landlord’s insurance does not cover your things
The most common misunderstanding among tenants is “the landlord is insured”. A landlord’s policy usually covers the building and the landlord’s own property, not your furniture, appliances, clothes or laptop. A condominium’s master policy also tends to cover only common areas and the structure. Your belongings depend on renter’s or contents insurance you take out yourself.
Also easy to overlook is your liability to others. If the incident started with you, for example a tap left running that floods the unit below, or an appliance of yours that catches fire and damages the landlord’s fit-out, the landlord or neighbour may claim against you. That is where the personal liability part of a renter’s policy matters. Without it, liability is negotiated by fault; for leaks affecting the unit below, see claiming for a leak from upstairs.
Practical step: after a loss, do three things together: notify your own insurer, notify the landlord in writing, and check the lease clauses on repairs and insurance. For who repairs and who pays after typhoon damage between landlord and tenant, see typhoon damage claims. If you are moving out because the unit is uninhabitable, keep a record of the condition and your communications, because deposit and rent questions often follow.
Landlords sometimes ask tenants to pay for repairs first and settle later. Before agreeing, check whose responsibility the repair is under the lease and whose insurance is meant to cover it, and put any arrangement in writing. Paying first without a written agreement often turns into a deposit dispute when you move out. If the landlord’s insurer is also involved, ask the landlord to share the claim reference so both claims can be coordinated rather than contradicting each other.
If the claim is refused: written reasons, reconsideration, then the regulator
Common reasons for refusal include an event outside the cover (a basic fire policy often excludes typhoon and flood unless added), late notice, unpaid premium or a lapsed policy, inaccurate information when buying, a long-vacant property, valuables not declared individually, and insufficient evidence. When refused, first ask the insurer in writing for the specific policy clause relied on.
Then check the clause. If the issue is evidence, add what is missing and request reconsideration in writing. If you believe the insurer has misread the clause, set out your reading and why. If the event genuinely is not covered, accept that honestly and check whether another policy applies, such as cover attached to a credit card or an employer’s group plan.
If the insurer’s own review still refuses, you can complain to the insurance regulator, which can mediate or act on it; see complaining to the Insurance Commission. For larger amounts or disputes over policy wording, consult a licensed lawyer as well. Keep every written exchange; a clear timeline is what makes reconsideration and complaints succeed. Do not let deadlines in the refusal letter pass while you gather evidence; reply to acknowledge it and say what you are preparing.
When you write to the insurer, keep it short and factual: the claim reference, the clause they relied on, the facts or documents that answer it, and what you are asking for. Long, emotional letters tend to slow things down; a clear one-page response with attachments is usually reviewed faster. Note the date you sent it and diary a follow-up. If you go to the regulator, attach the same one-page summary and the full correspondence in date order, because that is the first thing reviewers read.
What YIXING can do
For foreigners, the hard parts of a claim are usually the English policy wording and terminology, dealing at the same time with the insurer, adjuster, fire authority or police, landlord and building administration, and the deadlines that quietly pass while all of that is going on.
YIXING can help read the key policy clauses, assemble the loss list and document pack, attend or coordinate the adjuster’s visit, answer the insurer’s questions in writing, request reconsideration, file a complaint with the regulator, and bring in a lawyer for larger disputes. If a vehicle accident is involved, see the companion guide accidents on a rented motorbike. See settling-in services.
YIXING is SEC-registered (CS202009551) and holds Bureau of Immigration accreditation (BI Accreditation No. CA-202624381-1, valid until 2027-06-30), DOLE accreditation and PRA accreditation. We are not an insurer or insurance broker and do not promise any claim outcome; payment follows your policy terms and the insurer’s assessment. For your specific case, consult a licensed lawyer; this article is not legal advice. If you are mid-claim, send us the policy and the insurer’s latest letter, and we will tell you plainly what to send next.
Even if you do not need help with the claim itself, setting up the folder structure and the written notifications in the first two days makes everything that follows easier. Most of the claims we see go wrong at that stage, not at the end. If you are renting and do not yet have cover, the time to buy it is before the next typhoon season, not after.
Frequently Asked Questions
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Why is the payout much lower than what I paid?
I am a tenant. Will the landlord’s insurance pay for my things?
Does a fire policy cover typhoon or flood damage?
My claim was refused. What can I do?
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