KASTL Insurance Services LLC
Claims Portal
Resident guide
Filing a property damage claim
Knowing how property damage claims work makes a fair, timely resolution far more likely. The first question is always the same: what was damaged, and who's responsible? That determines whether you file on your renters policy or your landlord files on theirs.
If it's an emergency, call 911 first.
For an active fire, major flood, or structural collapse, get help on the way before anything else — then come back and file here.
Renters insurance vs. landlord insurance
For exact definitions and the perils that are supported, review your Explanation of Protections (EOP). The summary below covers the common cases.
When you file on your renters policy
- Your belongings (personal property). Your renters policy is built to protect your own things — furniture, clothing, electronics, jewelry — when a covered event such as fire, smoke, theft, or a tenant-caused plumbing leak damages, destroys, or takes them. Example: A kitchen fire ruins your couch and TV — you file to replace them. Or your laptop is stolen from the apartment.
- Loss of use. If your unit becomes unlivable because of a covered event, this helps with temporary living costs — a hotel and other necessities — while you're displaced.
When your landlord files against your renters policy
- Personal liability. This applies if you're found legally responsible for accidentally damaging someone else's property — including your landlord's, in certain situations — or for an animal-related injury. It may cover the landlord's deductible or other costs if you're deemed negligent. Examples: A candle left burning starts a fire that damages the kitchen walls and cabinets. Or a bidet installed without a plumber leaks and causes water damage.
What your landlord's policy covers — not yours
- The building itself. Dwelling and structure coverage protects the physical property — walls, roof, floors, and fixtures like cabinets, plumbing, and electrical — along with detached structures like garages and fences. It does not cover your personal belongings. Examples: A tree falls on the roof during a storm. Or a pipe bursts inside a bathroom wall. These are landlord claims — you don't need to file for structural damage.
- Lost rental income & landlord liability. If covered damage makes the unit unrentable, the landlord's policy may reimburse their lost rent, and it covers injuries or damage the landlord is responsible for — usually in common areas.
Build a strong claim
Good documentation is the single biggest factor in a successful claim. Take these steps as soon as it's safe.
Act quickly and safely
- Stop further damage if you can do so safely — shut off the water main, cover broken windows, board up damaged areas. Note and share the known facts with everyone involved.
- Call 24-hour services if needed — for a gas leak, major water leak, or structural damage, request emergency service and give clear instructions based on what you know.
Document everything
- Incident details. Record the date and approximate time, the unit address, and your policy number.
- Photos and videos. Take plenty, in high resolution, from multiple angles — overall shots and close-ups. Include pre-existing conditions if you have them, and make sure everything is time-stamped.
- Written notes. Keep a record of any conversations about the incident.
- Receipts. Save receipts for any materials or services used to limit the damage — these costs are often reimbursable.
While your claim is reviewed
- Respond promptly. Answer the adjuster's requests as quickly as you can — delays stall the claim.
- Submit what's asked. Provide photos, videos, repair estimates, and ledgers promptly.
- Stick to the facts. Be truthful and objective. Avoid speculation, exaggeration, or emotional language — let the investigation determine the cause.
- Stay consistent. Keep your account of events the same across every conversation, and confirm details with everyone involved.
- Attend the inspection. Be there when the adjuster visits so you can point out all the damage and answer questions.
Common reasons claims get denied
- Don't delay reporting. Procrastination is a leading cause of denial — most policies require prompt reporting of damage.
- Don't discard evidence. Keep damaged items until the adjuster has inspected them or explicitly cleared you to dispose of them. They're evidence.
- Track loss-of-use expenses. If the unit becomes unlivable and you have loss-of-use coverage, keep detailed records and receipts for temporary housing and related costs.
Ready to file?
Have your details and documents handy — it takes about five minutes.
KASTL Insurance Services LLC · Claims handled in accordance with your policy terms.
Resident guidance adapted from PURE HomeRiver Property Management. Coverage specifics vary by policy — see your Explanation of Protections (EOP).