Having valid fire insurance (see the previous article in this series) solves half the problem. The other half is what the administrator does in the hours and weeks following a claim — and that's where most processes drag on for months unnecessarily.
In the First 48 Hours
1. Make sure people are safe first. Only after that does claim management begin.
2. Report the claim to the insurer immediately. Most policies have a short deadline (often 8 days, but always confirm in that specific policy's general conditions) to report a claim. Missing this deadline can jeopardize coverage, regardless of whether the policy is valid.
3. Document everything before cleaning up or repairing. Photos and video of the damage, from every angle, with a visible date. Once emergency cleanup or repair starts, proof of the original condition disappears — and that's exactly the proof the insurer will ask for.
4. Identify whether the damage affects shared areas, individual units, or both. This determines which policy(ies) to trigger — the condominium's, the individual owner's, or both at once.
In the Following Weeks
5. Request the insurer's loss adjustment and schedule it quickly. Every week of delay in the assessment is a week of delay in the repair — and, in cases of structural damage, a risk that the original problem gets worse.
6. Get at least 2-3 repair quotes, even if the insurer suggests a preferred provider. The administrator represents the condominium, not the insurer — comparing quotes protects the condominium from uncovered cost overruns.
7. Inform the assembly formally, not just informally among neighbors. Significant damage to shared areas may require a resolution on the repair, especially if it involves cost not covered by the policy or use of the Common Reserve Fund.
8. Keep a chronological record of the process — dates of reporting, of the loss adjustment, of quotes, of the insurer's decision. In case of a dispute over delay or the compensation amount, this record is the basis for any claim to the insurer or the insurance regulator.
The Mistakes That Most Prolong the Process
- Starting repairs before the insurer authorizes it — can be interpreted as obstructing the loss adjustment and complicate (or invalidate) payment
- Not clearly separating covered from uncovered damage — assuming "it's all included" without checking the policy line by line generates expensive surprises at the payment stage
- Letting communication with the insurer depend only on phone calls with no written record — always confirm by email what was agreed on a call
- Not involving the assembly in time, later triggering owners' disputes over decisions the administrator made unilaterally
What's at Stake If the Process Is Poorly Managed
Beyond the repair delay itself, a disorganized claims process can expose the administrator to personal liability if, through negligent communication or documentation, the insurer refuses or reduces payment — an avoidable risk with a structured process from day one.
How This Gets Simpler
A claim typically generates dozens of documents and communications scattered across email, WhatsApp and phone calls — exactly the kind of process that gets lost when there's no single place where everything is recorded and linked to the condominium and the relevant policy. ActiasGest keeps the history of policies, claims and associated documentation in a single searchable record, so managing a claim doesn't depend on the memory of whoever is handling it.
Learn more → actias-gest.solid-ai.net