Homeowners insurance claims

The following claims support information is offered to help owners navigate the process. This article will be updated  as more information comes to light.

As both homeowners and the Association are required to insure the property, and it is inevitable that there will debate with some insurers over what is covered and what is not, who is obligated to pay different parts of your loss claim, and/or who should adjust the claim first. There will also be cases where claims will be paid by one insurer who will then seek partial or full reimbursement from another insurer. As if a week without power during a deep freeze and making repairs caused by broken pipes were not demanding enough, filing and recovering insurance proceeds after a major weather event can have its own challenges.

At this point, the situation is fluid with homeowners insurance adjusters taking many different positions in the handling of their claims. In a catastrophic event where insurers need to process thousands of claim, the process are often more lax. That is a double edged sword. On one hand they may grant some coverages that they previously might not have (i.e., not sweating the small stuff), the customer service may be significantly reduced.

See all articles about the "2021 freeze" here: <click here>.

Owner's Policy Claims

It's important to get your insurer involved early and to communicate (or confirm) in writing as much as possible. In most cases, it is the homeowners policy that will be paying the majority of the claim. The largest home insurance companies in the industry are, in rank order, State Farm, Allstate, USAA, Liberty Mutual, Farmers, Travelers, American Family, Nationwide, Chubb, and Auto-Owners. Each will approach coverage in their own way and there will likely be different processes and different interpretations of the community documents, the policies in place, and what is covered and by whom. These interpretations are not always fair, expedient, or consistent and they may change in time. You may also need to argue your case to multiple insurers get full coverage (e.g., home, auto, HOA). It's best to ask any insurer for the documents and specific citations in your policy or the HOA documents upon which they are basing their decisions. 

Documents often requested by homeowner's insurers. Your insurer may want copies of the association documents. These are available here: <click here>. This link was updated today. It is generally best to provide only what they ask for.

It might be helpful to others to post what homeowners insurance company you are working with and what you are experiencing/learning about their approach in processing these freeze claims. So far, sharing of information has been very helpful.

Post your comments below.


  1. I am the new owner of 5138 Westgrove. We suffered 12 burst pipes and 5 plumbers took over 8 hours to repair the leaks. That work cost us over $5,000 and Travelers denied my claim to repair that damage. The drywall restoration was over $4,000 and that invoice was also denied by Travelers. The only items that Travelers deemed to be covered by my policy were the flooring and the paint. Jim DeLoach

  2. Hi- Just another data point on insurance companies. I use State Farm and they have not asked for any HOA documents and are currently procesing my claim under my condo policy.

    I am not sure what they will cover as I don't have an invoice yet but converstations indicate they are covering everything less the deductable.

    Steve Solcher

  3. I also have State Farm. I spoke to the adjuster. He said to send the receipts and they would issue a check. No adjuster is coming out. He didn't ask for any HOA documents. My damages are in excess of $25,000.

  4. Allstate Insurance decided to pay my burst water pipe insurance claim after initially denying it.

    There were two people working on the claim. I spoke with the person that inspected my condo today. He said he felt that it should be paid and that he would contact his boss. I received an email tonight approving payment.

  5. I have filed with my insurance company and they are in contact with my contractor as to damages and repairs. I also applied to FEMA but since I am able to continue to live in the house and given my assets, they turned me down for disaster aid. Not really a surprise. I am also applying for a disaster loan but will probably not qualify for that either. That said, just following all avenues. A claim’s adjuster for my insurance company is coming to see everything on Tuesday. I will keep you posted. I understand the complexity of all of this for all our individual owners and the HOA. An avoidable mess had the grid just done the rolling blackouts as promised.

  6. Allstate: Claim filed, repairs made, check received within 3 days. Check was in my bank account last week.

  7. Thanks for being proactive. We had damages that were less than our deductible and we paid out-of-pocket. This looks like an opportunity to recover some of that loss.

  8. I have USAA and I couldn't be more disappointed in how slow and complicated they make the process.

  9. I have Traveler's and I will switch to another insurer as soon as this matter is settled.


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