Water Damage Claims: What You Need to Know
Fecha: 2025-05-21
A leak in the wall, a broken pipe, your neighbor’s bathroom ceiling collapsing... Water damage is one of the most frequent home insurance claims — and also one of the most confusing and conflict-prone with insurers.
Does your insurance cover water leaks? What if it’s your neighbor’s fault? What if the insurer says it’s not an accidental event?
In this guide, we’ll explain how to file a water damage claim, what your insurance covers (and doesn’t), how compensation is calculated, and what to do if you face pushback.
What Does Insurance Cover?
Most home insurance policies include specific coverage for water damage, but it’s important to review your policy’s terms.
Typically covered incidents include:
Broken pipes, faucets, or downspouts
Accidental water leaks from private installations
Damage to furniture, ceilings, floors, or walls
Flooding from internal leaks
Civil liability if water affects another neighbor
Remember: every policy has limits and exclusions. Not all cover the same things or under the same conditions.
What Isn’t Covered?
While it varies by insurer, many policies exclude:
Leaks due to lack of maintenance (broken tiles, long-standing damp, etc.)
Progressive or accumulated damage over time
Floods from natural disasters (handled by the Consorcio)
Misuse of appliances or installations
That’s why it’s essential to understand your coverage before making a claim.
What to Do If You Have Water Damage at Home
If you've experienced a leak, breakage, or flooding at home, follow these steps to file a successful claim:
Shut off the water supply (if possible) Prevent further damage. If it’s an internal leak, close the main valve.
Document the damage Take photos and videos of the affected area:
Wet or collapsed ceiling/walls
Damaged appliances or furniture
Puddles, stains, mold, etc.
The more visual and detailed, the better.
- Notify your insurer Do this as soon as possible. Legally, you have 7 days from the incident (unless stated otherwise in your policy).
You can report it via:
Phone
Insurer’s app
Online customer portal
Email (keep proof of delivery if possible)
- Fill out the claim report Clearly describe:
When the damage occurred
How it happened
What was affected
Whether a technician intervened
Keep invoices and quotes If you paid for repairs yourself, keep all receipts. You can also submit repair quotes for valuation.
Allow the loss adjuster’s visit The insurer will send an adjuster to assess the damage. Make sure to:
Accompany them during the visit
Show your evidence
Clearly explain what happened
Their report is key to determining whether — and how much — you’ll be compensated.
What If the Water Damage Came from Another Apartment?
It’s very common: a leak from the upstairs flat damages your ceiling or belongings.
In that case:
File the claim with your insurer
Your insurer will contact your neighbor’s insurance company
If the neighbor isn’t insured, your insurer might cover the damage and then recover the cost
Always file the claim through your insurer — don’t deal directly with the neighbor.
What If the Flood Was Due to Heavy Rain or Natural Disasters?
If the cause is natural (hail, torrential rain, river overflow...), your insurer may not cover it directly.
Instead, the Consorcio de Compensación de Seguros (a public agency) handles compensation for extraordinary events.
To claim from the Consorcio, you’ll need:
An active insurance policy
Photos of the damage
A claim report
Proof of expenses or losses
How Is Compensation Calculated?
Compensation depends on:
The adjuster’s report
Policy limits
Coverage type (structure or contents)
The insurer may:
Pay for repairs
Reimburse incurred expenses
Replace affected goods
That’s why invoices, quotes, and technical reports are crucial.
What If the Insurer Rejects the Claim?
Sometimes insurers may:
Deny coverage due to lack of maintenance
Offer a very low payout
Delay the process without reason
If this happens:
File a written complaint to customer service
Provide an independent expert report if needed
Contact the Insurance Ombudsman (Dirección General de Seguros)
Or get help from experts like MataSeguros
FAQ
How long does the insurer take to pay? Once the claim is approved, the insurer has 40 days to pay.
Can I repair before the adjuster visits? Yes, if urgent. But take photos and keep invoices. If possible, wait.
What if multiple homes are affected? Several claims will be opened between the different insurers involved.
Conclusion
Water damage is one of the most common — and most problematic — claims in home insurance.
If you act quickly, gather evidence, and file your claim correctly, you have a good chance of getting compensated. And if not, MataSeguros is here to help.
Contact us now. We fight for what you’re owed. No risks — we only get paid if you do.