How to File a Homeowners Insurance Claim in Massachusetts (Step-by-Step Guide)

Call your insurer as soon as possible. Most policies have notification requirements — waiting too long to report a loss can jeopardize your claim. When you call:

• Have your policy number ready.
• Describe what happened as clearly and factually as possible.
• Ask about next steps, the adjuster process, and claim timelines.
• Request a claim number and write it down.

Under Massachusetts law (G.L. c. 175, Section 99), insurers are required to acknowledge receipt of your claim within a certain period and begin the investigation process promptly.

Your insurer will send an adjuster to inspect the damage. This is a critical moment in the claims process. The adjuster works for the insurance company — not you. Their job is to assess the damage and determine what the insurer owes under your policy.

Tips for your adjuster visit:

• Be present during the inspection — don't let them walk through alone.
• Point out all damage, including areas that may not be immediately obvious.
• Have your documentation ready (photos, inventory list, receipts).
• Don't sign anything on the day of the inspection without reviewing it carefully.
• You have the right to dispute the adjuster's assessment.

If the damage is extensive or you feel the adjuster is undervaluing your claim, consider hiring a public adjuster — an independent professional who represents you, not the insurance company.

Once the adjuster completes their assessment, your insurer will provide a settlement offer. Review it carefully against your policy. Pay attention to:

• Actual Cash Value (ACV) vs. Replacement Cost Value (RCV) — ACV accounts for depreciation; RCV pays what a new item would cost today. Know which your policy provides.
• Your deductible — the amount deducted from your payout.
• Any coverage exclusions that have been applied.
• Line-by-line breakdown of what's been included and excluded.

You don't have to accept the first offer. If you believe the settlement is too low:

• Request a detailed written explanation of the valuation.
• Provide additional documentation, contractor estimates, or independent appraisals.
• Reference your policy language directly when disputing exclusions.
• Ask your insurer's complaint department for a review.

If you're unable to reach a fair settlement, Massachusetts policyholders have the right to request appraisal or pursue mediation through the Massachusetts Division of Insurance.

Once you've agreed on a settlement, work with licensed, reputable contractors to complete repairs. Keep every receipt, invoice, and contractor agreement. If temporary repairs were needed immediately (like a roof tarp), those costs are typically reimbursable — save those receipts too.

If your home was uninhabitable during repairs, keep documentation of additional living expenses (hotel bills, restaurant receipts) as these may be covered under your Additional Living Expenses (ALE) coverage.