How to handle damage to a customer's property
Accidents happen on even the best crews. How you respond in the first hour decides whether it is a repair or a dispute.
- Stop and make the area safe. Prevent further damage or injury before anything else.
- Take clear photos. Photograph the damage, the surroundings and the work area. Time-stamped photos help everyone.
- Tell the customer yourself. Say what happened plainly, without blaming and without promising a fix you have not priced.
- Call your insurance contact. Ask your agent about reporting requirements and timing before you agree to pay or repair.
- Write it down. Record who, what, when and what was said. Keep it with the job.
Common questions
Should I offer to pay on the spot?
Talk to your insurance agent first. Some policies have rules about admitting fault or paying claims directly.
How do I prevent this?
Protect floors and fixtures before starting, and photograph the area before work begins.
See also the contractor guides and free tools.
General information, not legal or financial advice. Verify with your attorney or accountant.
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