What NOT to Say to Your Insurance Carrier — How Innocent Words Turn CoveredLosses Into Denials
When property damage happens, homeowners often call their insurance carrier immediately.
But here’s the truth the industry rarely tells you:
The first 60 seconds of that phone call can determine whether your loss is covered—or denied.
Insurance companies train intake reps to listen for specific keywords that can categorize a loss
as:
• Wear and tear
• Lack of maintenance• Pre-existing
• Slow leak or long-term damage
• Homeowner-caused (fault-based)
• Gradual, not sudden
If the wrong phrasing is used, the carrier can deny the claim without sending an adjuster and without inspecting the damage.
This article explains exactly what not to say—and how to protect yourself from an unintended denial.
Why Your Words Matter So Much
When you call the carrier:
• You’re stressed
• You’re emotional
• You’re trying to explain what you think happened
• You may guess or speculate
• You may unintentionally volunteer information that isn’t accurate
Meanwhile…
The carrier is recording the call and categorizing your claim based on your phrasing.
Even innocent statements like
“It might’ve been leaking for a while”
sound like a long-term, non-covered loss.
The Most Dangerous Words That Trigger Denials
Avoid these phrases at all costs:
1. “It’s been happening for a while.”
Carriers interpret this as:
long-term, gradual, not sudden → NOT covered.
2. “I think it’s old damage.”
You are not qualified to determine this—and the carrier will treat this as admission.
3. “I noticed discoloration months ago.”
This can instantly categorize the loss as pre-existing.
4. “It’s probably mold.”
Carriers will classify this as a maintenance issue unless a covered event caused it.
5. “I didn’t maintain…” (anything)
Never self-blame.
Never volunteer lack of maintenance.
6. “The contractor said…”
Contractors often use casual wording that hurts claims.
Example:
“A slow leak” → DENIAL
“Unknown duration” → COVERAGE REVIEWABLE
7. “I’m not sure what happened so I’m guessing…”
Do not guess. Ever.
Your guess becomes the carrier’s recorded fact.
What You SHOULD Say Instead
You are simply reporting what you observed, not diagnosing a cause.
Use calm, neutral, factual language:
“I noticed the damage today.”
“There is visible water/heat/smoke damage.”
“I’m not sure how long it has been happening.”
“I’m requesting an inspection.”
“I would like an adjuster to come on-site.”“
Please document that the cause is currently unknown.”
This keeps your claim categorized as:
• Sudden
• Accidental
• Undetermined cause (adjuster must inspect)
These are all potentially covered depending on policy terms.
Examples: Dangerous vs. Safe Phrasing
DANGEROUS: “This leak has probably been here forever.”
SAFE: “I noticed the water today—the cause is unknown.”
DANGEROUS: “There’s mold everywhere.”
SAFE: “There is visible damage and discoloration. I need an inspection.”
DANGEROUS: “My flooring has looked weird for months.”
SAFE: “I observed damage and changes today.”
DANGEROUS: “It’s likely wear and tear.”
SAFE: “I’m not sure what caused it. That’s why I’m calling.”
Why You Should Never Diagnose the Cause Yourself
You’re not a plumber, roofer, adjuster, or forensic inspector. Even if you think you know the cause, saying it out loud can lock your claim into a non-covered category. Insurance companies LOVE when homeowners self-diagnose.
Because if YOU say,
“I think it's old,”
they don’t need to prove it.
When to Call Your Carrier (and When NOT To)
You should call your carrier after:
• You take photos
• You document conditions
• You remove immediate safety risks
• You speak with a professional (consultant or contractor)
You should not call your carrier:
• While emotional
• Without understanding your coverage
• Without knowing how your words will be interpreted
How Property Loss Pros Helps Protect Your Claim
Before contacting your carrier, we can:
• Review your situation
• Help you describe what happened accurately
• Provide safe phrasing
• Prevent accidental admission of non-covered causes
• Explain how to request the proper inspection
• Coach you on exactly what to say during intake
• Help document damage properly for the adjuster
If you’ve already called and used the wrong terms, we can still help you build:
• A supplemental explanation
• Clarifying documentation
• Corrected timeline
• Photo evidence• A request for on-site inspection
You should never go into this process blind.
If You’re About to Call Your Carrier — Talk to Us First
One sentence can save or destroy your claim.
If you want to prevent an avoidable denial and maintain maximum coverage:
or
Upload Your Estimate / Photos
We’ll guide you on the proper language and protect your claim from the start.
