Claims
Most cleaners never think about this until they're in the middle of it. Here's exactly what happens, step by step.
Most cleaners never think through the claims process until they're in the middle of one — which is exactly when it's hardest to think clearly. Here's what actually happens, in order, so a real incident doesn't catch you off guard.
Whether it's a damaged floor, a client dispute over missing items, or an injury on a job site, photograph everything before it's cleaned up, moved, or repaired. Get names and contact information of anyone involved or who witnessed it. This single step affects how smoothly everything downstream goes.
Delayed reporting is one of the most common reasons claims get complicated. Report an incident the same day or within 24-48 hours whenever possible — carriers expect prompt notice, and a long gap between the incident and the report can itself become a point of friction in the claim.
Depending on the claim type, this might mean a phone interview, a request for your documentation and photos, or in larger claims, an adjuster visiting the site. Your job during this phase is mainly to respond promptly and provide what's asked — not to negotiate or admit fault on the carrier's behalf.
The carrier confirms whether the incident falls under your policy and which coverage applies — GL for property damage or injury, employee dishonesty for a theft allegation, a bond claim if that's what was triggered. This is also when you'll find out if you're within your coverage limits or if anything's excluded.
For a straightforward GL claim, this often means the carrier pays the client directly for damages. For a bond claim, remember the mechanics are different — the surety may pay the client, then seek reimbursement from you, which is a meaningful distinction from how a GL claim resolves.
A client reports their hardwood floor was damaged by a cleaning product used during a scheduled visit. You photograph the current state, report it to us within a day, and the carrier's adjuster reviews the claim and the client's repair estimate. If it's confirmed as related to your work, the claim is paid according to your policy terms.
A commercial client reports missing items after a crew serviced their office overnight, with no other access during that window. This triggers an investigation that looks at your crew's access logs, prior incidents, and the specific circumstances — a more involved process than a straightforward property-damage claim, which is part of why documentation and background-check practices matter before anything happens, not just after.
A single claim doesn't automatically spike your rates the way people assume — carriers weigh frequency and severity over time, not one incident in isolation. A pattern of claims is what actually moves pricing at renewal — see our cost breakdown for what else drives your premium, since prevention (documentation, screened employees, clear client communication) matters more than any single policy detail.
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FAQ
As close to immediately as possible — within 24-48 hours is a good target. Delayed reporting is one of the most common things that complicates an otherwise straightforward claim.
Not automatically. Carriers generally look at claim frequency and severity over time rather than reacting sharply to a single incident, though a pattern of claims will affect renewal pricing.
A GL claim is typically paid directly by the carrier. A bond claim may be paid by the surety first, with the surety then seeking reimbursement from you — a real financial difference worth understanding before it happens.
Most straightforward GL claims don't require one. More complex claims — disputed theft allegations, larger dollar amounts — sometimes benefit from legal guidance, and we can help you understand when that's worth considering.
Photos of the incident, names and contact info of anyone involved, and a clear timeline of what happened. Having this ready from the start speeds up everything that follows.
Licensed agents build your custom quote — typically same business day, so you're covered before an incident, not scrambling after one.