Claims fall into two groups: those backed by documents, and those backed only by memory. The first group moves smoothly; the second gets bogged down in disputes, guesswork, and delay. The good news: documentation is a matter of routine, not talent. This article covers the practice – both at the time of a claim, and before one ever happens.
- Documentation starts with the work, not with the claim: contract, work log, photos, handover record.
- The rule when damage occurs: record first, move things second – photograph and note everything before the scene changes.
- Documentation isn't only for the insurer: it's also the basis for defending against an unfounded claim.
The layer before the claim: documenting the work
The best claim documentation is the kind that already exists before the claim. Four elements: the written agreement – what you did and didn't take on (a verbal order is always the weaker position in a claim); the work log – who did what, when, and under what conditions; photos – the state of the work area at the start (including any existing damage!), parts that will be covered or hidden before they're built over, and the condition at handover; and the handover record – a signed document stating what the client took delivery of, and in what condition. These four steps head off most disputes before they start – see the loss prevention article for more.
The moment of loss: the order of recording
When damage occurs, or a claim arrives: photograph and film before anything is moved – the damage, its surroundings, the context (where the water came from, what was behind the wall); note the timings (when it happened, when it was noticed, when it was reported); collect witnesses' names and contact details; and keep physical evidence – don't discard the replaced part or the faulty joint until the case is closed. Loss mitigation – preventing further damage – is still a task in the meantime, but document it too: photos before and after any intervention.
Documenting the claim itself
Everything relating to the injured party's claim deserves its own folder: the demand letter, the emails, the itemized claim, and any evidence the injured party has submitted. Forward these to the insurer unchanged when you report the claim (see first steps) – and when drafting your own replies, stay measured: record facts, and don't make statements about liability.
A practical framework
The full, checkable list is in the claim documentation checklist – worth keeping printed out in the workshop or the van. A culture of documentation isn't only useful for claims, either: tidy paperwork works in your favor when requesting a quote too – a clean, clearly presented claims history is typically one of the foundations of favorable pricing (see quote request data list).
A good folder structure
Documentation works when, at the time of a claim, you don't have to search for something – you just reach for it. A structure that works well is a single “insurance” master folder per business, containing: “policy” (the policy itself, terms, disclosure forms, certificates), “jobs” (per-project subfolders with contracts, logs and photos, organized by year), and, for an open claim, a “claim-YYYY-name” subfolder (notification, case reference, correspondence, photos, expert reports). This structure can be set up in ten minutes, and pays off in two situations: at claim time – when responding to a request for documents becomes a half-hour routine – and when requesting a quote, when your claims history and activity record can be presented cleanly on the first try. Digital order is a low-cost habit that typically pays off in insurance.
A question tailored to your own trade? Book a free 20-minute consultation →
