Insurance Claim Guide
What to do in the first 24 hours, what most policies cover, your rights in Oregon and Washington, and how we work with your adjuster.
What you do in the first day shapes the whole claim. For any emergency, call O So Kleen first so the cleanup starts right away, then open your claim.
If water is near outlets or the ceiling is sagging, stay out and shut off power to that area. Shut off the main water valve if you can reach it safely.
For any emergency, whether it’s water, fire, smoke, mold, storm or sewage, call us first, day or night. A crew is on the way while you deal with the insurance company, and every hour of standing water adds to the damage.
Call your insurance company or agent, report the loss and write down your claim number and adjuster’s name. Let them know O So Kleen is handling the emergency work.
Take photos and video of the damage, the source and damaged belongings before anything is moved or thrown out. Our crew documents the damage too.
Save receipts for emergency repairs, hotel stays, meals and anything you buy because of the loss.
Read any contract before you sign it, especially an assignment of benefits, which hands control of your claim to someone else.
Every policy is different, so your declarations page and policy wording decide. These are the patterns we see most often on jobs in Eastern Oregon and the Tri-Cities.
You choose who repairs your home. Oregon’s Homeowners Bill of Rights says you may use any contractor, and you don’t have to use the one your insurer suggests.
Call us any time. We can be on the way while you open the claim.
Photos, moisture readings and a written scope of the damage that your adjuster can review.
Extraction, drying equipment, board-up or tarping, monitored daily until the structure is dry.
We can meet your adjuster on site and walk them through the damage and the work.
Our reconstruction crew handles drywall, flooring and finishes once the scope is approved.
We serve both sides of the Columbia, so here are the claim-handling rules in each state. This is general information, not legal advice.
Questions or complaints: Oregon Division of Financial Regulation, 888-877-4894. Sources: Oregon Homeowners Bill of Rights; OAR 836-080-0225 to 0235.
Questions or complaints: Washington Office of the Insurance Commissioner, 800-562-6900. Source: insurance.wa.gov, claims-handling rule R 2025-05.
The part of a covered loss you pay. It comes out of the claim payment, so a $1,000 deductible on a $9,000 loss usually means an $8,000 payment.
What the damaged item was worth after depreciation for age and wear. Many policies pay this amount first.
What it costs to replace with new of like kind. If your policy has it, the held-back depreciation is usually paid once the repair is done and you send receipts.
Not sure about something on your policy? Call us at (541) 567-2603 and we’ll tell you what we see on jobs like yours.
Both, and the order doesn’t matter much. If water is still spreading, call us first so the crew can start while you report the claim. Waiting on an adjuster before drying out usually makes the damage worse.
No. In Oregon the Division of Financial Regulation’s Homeowners Bill of Rights says you may use any contractor. Check the license with the Oregon Construction Contractors Board or Washington L&I either way.
When the water damage itself is covered, emergency mitigation is normally part of the claim, because most policies expect you to prevent further damage.
Sometimes. Mold that follows a covered, sudden water loss is often covered up to a set limit. Mold from a long-term leak or humidity usually isn’t. Check the mold or fungi section of your policy.
Only if your policy has a water backup endorsement. It’s an inexpensive add-on that many homeowners skip, and it matters most for homes with basements or a private sewer pump tank.
It transfers your claim rights to a contractor, who then deals with your insurer directly. Oregon regulators advise reading one carefully before signing because you give up control of the claim. You never have to sign one to get repairs done.
Ask for the decision in writing with the policy language it relies on. You can send more documentation, ask for a re-inspection, hire a public adjuster or file a complaint with the Oregon Division of Financial Regulation or the Washington Office of the Insurance Commissioner.
We answer 24/7, start the cleanup and document everything your adjuster will ask for.
