Explainer First aid · 5 min by Krantz & Polak
The first 24 hours after fire or water damage
A clear step-by-step plan for the first, chaotic hours. What do you do first, and what can wait a little?
The first hours after a fire or a major leak are confusing. The steps below help you keep a cool head and protect your position later on.
1. See to safety first
People and animals come before everything else. After a fire, only go back inside once the fire brigade has declared it safe. In the case of water damage: switch off the electricity in wet rooms where possible, and turn off the mains water if water keeps flowing.
2. Limit further damage (your duty to mitigate)
You are legally required to limit further damage as soon as it is safe to do so — for example by catching water, moving belongings or temporarily sealing a leak. These reasonable costs can often be reclaimed later, so keep your receipts.
3. Record everything on camera — before you clear up
Photograph and film the damage well before you start cleaning or throwing anything away. Do not dispose of damaged belongings until they have been recorded; they are your evidence.
4. Report the damage to your insurer
Report it as soon as possible via the app, the portal or your intermediary. Keep it factual: what, when, the suspected cause and the measures you took. Ask for a claim number.
5. Do not sign your agreement to anything yet
You do not have to accept a first loss figure straight away. Take your time, and know that you have the right to engage your own independent expert.
Remember — Safety → limit the damage → record → report → do not sign too quickly. In that order you will be fine.
When is your own expert a wise choice?
Not for every minor claim — but in these situations your own counter-expert almost always achieves a better and fairer outcome:
- The damage is substantial (guideline: from around € 5,000).
- The insurer doubts your account or accuses you of intent, negligence or fraud.
- The cause or circumstances are unclear — often with fire or water damage.
- An exclusion or deduction is invoked that you do not understand.
- There is underinsurance, or discussion about current value and depreciation.
- There is business interruption loss on top of the damage to property or contents.
- Your claim has been (partly) rejected.
- Before you sign — or before the insurer's expert records the damage one-sidedly.
Not sure whether it makes sense in your case? A first check costs nothing.
What you can do next
Three pages with a concrete answer to common follow-up questions.
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What does a counter-expert cost?
Answer in 1 minute, with verbatim quotes from Kifid and the Dutch Consumer Association.
Read about costs -
How do we work?
Our step-by-step approach — from first inspection to final settlement.
See our approach -
Why 100% independent?
Comparison with hybrid agencies + 3 verification questions you can ask.
Our independence
Also relevant
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Your duty to mitigate: limiting further damage
You are required to take reasonable measures to limit the damage. What does that involve, and who pays those costs?
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Documenting your loss: photographs, lists and receipts
Good evidence is worth its weight in gold. This is how to record your loss so that nothing is overlooked.
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Do not be too quick to sign your agreement
A signature under the loss assessment often closes the door. Why it is better to pause for a moment.
Just had damage?
Call us or report your claim online. We usually respond within 24 hours.