Lack of knowledge is not a covered cause of loss

We received a call about a leak in a bathroom and the homeowner asked if she should stop using the shower?  We explained that it’s her responsibility under her insurance policy to prevent further damage to her property and she should stop using the shower immediately.  Her reply stunned us for a minute when she said that her plumber told her to “go ahead keep using it, the damage is already done”.
 
An insurance policy is a contract with your insurance company and there are specific conditions that must be complied with or you risk the possibility of getting denied on your claim.  Here are a few examples of those conditions:
 

• Take reasonable emergency measures that are necessary to protect the property from further damage
• To the degree reasonably possible, retain the damaged property and allow us to inspect the damaged property
• As often as it is reasonably necessary to effectuate repairs, provide access to the property and otherwise cooperate with the repairs to the property

 
Try to imagine the look on an insurance adjuster’s face if you told them what the plumber advised you to do. Lack of knowledge is no excuse for not understanding and knowing your responsibilities under your insurance policy.
 
When we met with the homeowner, she said that the plumber did not know where the leak was coming from.  After our careful and thorough inspection, we determined the cause was not covered under her policy and all she needed was a new tub and advised her against filing a claim.  We previously discussed claims like this in a prior blog Not All Property Damage Is An Insurance Claim.