The days after a fire are chaotic: smoke, cordons, official proceedings, worried customers. What helps most here is a schedule you already know – because a good outcome in a fire claim largely depends on the discipline of the first few days.
- Life and the authorities come first: the fire brigade, a safe area – everything else only after that.
- The fire investigation records are key documents for the claim – obtaining them can take time, but it's worth it.
- Report the loss via the insurer's claims line; the scene should preferably stay untouched until the site visit.
The first 24 hours
Firefighting and securing the area are the authorities' job – the company's job is to make sure no one goes back into the danger zone, and to start documenting as soon as possible: photos, video, a list of the visible damage. You can already report the loss to the insurer's claims line on the first day, and add the details later. Power and gas supply should only be reconnected on a specialist's written confirmation – this matters both for safety and for the insurance.
The official track and the insurance track
After a fire, the official track runs through the disaster management authority: for smaller fires, an official fire incident certificate can be requested on application, while in certain cases (e.g. a fatality, suspected crime) a formal fire investigation is also opened. For claims settlement, the insurer typically asks for the official certificate or the fire investigation record. Between the two tracks, the company's job is to cooperate and give accurate, consistent statements: tell the authority and the insurer the same story, factually. It's not worth getting into guesswork – “It must have been the coffee machine” – establishing the cause is the investigation's job.
Debris removal, protecting the structure, getting back up and running
The scene of the loss should preferably stay untouched until the site visit; anything that can't wait – covering against water ingress, eliminating hazards – should be photographed and recorded. The cost of debris removal and any temporary measures can be part of the claim – check with the loss adjuster before committing to major costs. The settlement depends on the values: this is where it becomes clear what a well-maintained sum insured and an up-to-date inventory are worth – the underinsurance rule hits hardest in a fire. If the case gets stuck at any point: help from the broker.
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