What to Do if Your Insurance Company Denies Your Water Damage Restoration Claim

Dealing with water damage in your home or business is stressful enough—finding out that your insurance company has denied your claim can make things feel even more overwhelming. At Metrix Restoration, we understand the frustration and confusion that can come with a denied water damage claim. That’s why we take a proactive approach to documentation, communication, and restoration. This blog will guide you through what to do if your flood or water damage claim is denied and how Metrix Restoration can help you navigate this challenging situation.

Why Was Your Water Damage Claim Denied?

Many homeowners are shocked when their water damage claim is denied. However, denial often stems from the basic principles of insurance coverage. Most standard homeowners’ policies cover water damage that is sudden or accidental, such as a burst pipe or appliance overflow. They generally do not cover long-term or maintenance-related issues, such as slow leaks, groundwater intrusion, or pre-existing damage.

Common Reasons for Claim Denial:

• The damage was due to lack of maintenance or neglect.

• The source of water was excluded under your policy (e.g., floodwater, sewer backup).

• Delayed reporting of the incident.

• Insufficient documentation or evidence.

• Misinterpretation by an inexperienced adjuster.

Our Policy: No Surprises, No False Promises

At Metrix Restoration, we do not complete a water damage restoration project with the intention of billing your insurance company unless we believe the source of water damage is likely to be covered. While we can’t guarantee coverage, our experienced professionals provide thorough initial assessments and documentation to support your claim.

Documentation Is Everything

Over 85% of the water damage claims we handle in 2025 are already in the drying phase before an adjuster even arrived on site. That’s because insurance companies depend on detailed, timely documentation from your water damage mitigation provider. Metrix Restoration prepares a comprehensive initial report within 24–36 hours of project launch, complete with:

• Moisture readings

• Photos and videos

• Equipment logs

• Project notes

This data supports your insurance company in making an informed decision about your claim.

What to Do After a Denial

If your insurance company denies your water damage claim, don’t panic. There are several steps you can take to appeal the decision and potentially get coverage.

1. Review Your Policy

Carefully read your homeowner’s insurance policy, focusing on the appeals process and coverage exclusions. Often, a claim denial can be overturned during the appeals process.

2. Act Quickly

Appeals are time-sensitive. Send a formal email to your insurance company notifying them of your intent to appeal. Be diligent and organized with your communication.

3. Contact Your Insurance Agent

Your insurance agent has a vested interest in keeping your policy active. They can often provide clarity and assist with the appeals process.

4. Hire a Certified Water Damage Company

Always work with an IICRC Certified water damage professional. The more credentials your contractor has, the more authoritative their opinion is considered. Metrix Restoration is staffed with IICRC Certified Master Water Damage professionals who can provide supporting citations from IICRC S500 & S520 standards.

The Power of Evidence

Insurance adjusters often rely on restoration experts to validate or dispute claims. Make sure your water damage contractor provides:

• Detailed photo/video evidence

• Precise moisture readings

• Accurate invoices and line items

• A plumber’s report (if applicable)

• Water bills that show a sudden spike (to support the event as “sudden and accidental”)

When to Get Additional Help

Public Adjusters

These professionals work for you, not the insurance company. They don’t get paid unless you do, making them highly motivated to win your appeal.

Insurance Ombudsman

Most insurance companies have an ombudsman—someone who handles escalated appeals. If you’re dissatisfied with how your claim was handled, contact your insurer’s ombudsman.

Virginia State Support

If you’re located in Virginia, you can escalate your issue by contacting the Virginia Bureau of Insurance. Commissioner Scott A. White and his team assist policyholders with unresolved claim disputes. Visit scc.virginia.gov for more information.

Why Choose Metrix Restoration?

We are proud to be ranked in the top 25% of water damage mitigation companies in the nation. This distinction means we offer a range of in-house services that 75% of restoration companies cannot match, including:

• Water damage mitigation & repair

• Emergency plumbing

• Pack out & storage services

• Mold remediation

• Asbestos & lead abatement

• Structural drying and reconstruction

Our holistic approach streamlines the restoration process, reduces delays, and improves the outcome of your claim.

Final Thoughts

A denied water damage claim isn’t the end of the road. With the right team, documentation, and persistence, you may still be able to secure coverage. At Metrix Restoration, we not only provide top-tier water damage restoration services—we help you understand the claims process and support you every step of the way.

Because the Power to Change the Matter Is in the Metrix.