Guide · 2026
After a loss, safety comes first, then the right order: limit the damage, document it, report it. If you breach your duties under the policy, the insurer may pay less or nothing at all. These checklists show what to do after the most common types of loss, which deadlines apply and what rights you have.
People come before property. Do not put yourself at risk – the insurer only expects reasonable, safe measures.
These steps apply to almost all property, liability and motor claims. Your exact duties (Obliegenheiten) are set out in your policy terms and conditions.
Being prepared saves follow-up questions. If your documents are missing, your bank statements show which insurer you pay premiums to.
Which policy pays depends on what is damaged: household contents insurance replaces your movable belongings, residential building insurance the building, and personal liability insurance damage to others. Often several policies are involved.
Note the name and address of the person affected and give them your insurer's details. Report the incident within one week and forward any claims immediately. Do not promise payment: the insurer checks whether you are liable, pays justified claims and defends you against unjustified ones. Admitting fault does not cost you your cover (§ 105 VVG), but it does not bind the insurer either.
Call the police (110) and do not change anything until evidence has been secured. Have your cards blocked via 116 116 and, if keys were stolen, have the locks changed. Submit a list of stolen items with their replacement value (Stehlgutliste) to the police and your insurer as soon as possible. Household contents insurance pays for burglary, but usually not if doors were left unlocked or windows open.
Turn off the water and switch off the affected circuits. If you rent, tell your landlord or property management immediately – they deal with the damage to the building – and warn the neighbours below. Report damage to furniture and appliances to your contents insurer, and damage in other people's flats to your personal liability insurer. Only hire a drying company after agreeing it with the insurer.
Under standard policy terms, a storm means wind of at least force 8, about 62 km/h; similar damage to neighbouring buildings supports this. Only cover exposed parts of the roof if you can do so without risk. Building insurance pays for damage to the building, contents insurance for your belongings, and partial comprehensive cover (Teilkasko) for storm and hail damage to your car.
Flooding, backflow and heavy rain are only covered with additional natural hazard cover (Elementarschaden) – check your policy document. Do not enter a flooded basement while the electricity may still be on. Photograph the water level and the damage before pumping out, and report the loss to your building and contents insurers. For your car, partial comprehensive cover pays.
Call the fire brigade (112) and only go back into the building once the emergency services allow it. Building insurance pays for damage to the building, contents insurance for damage to your belongings. Ask whether your policy covers hotel costs if your home becomes uninhabitable. Only throw away sooty items after checking with the insurer.
Criminal and traffic law also impose duties here.
Different rules apply when you are out and about, in a legal dispute or ill abroad:
Have the pane secured temporarily or fitted with emergency glazing and agree the final replacement with the insurer. Simple breakage of windows or ceramic hobs is usually only covered by glass insurance; if the glass breaks because of a storm, burglary or fire, building or contents insurance pays, depending on the case.
Report the theft to the police and your insurer immediately – with the frame number, receipt and proof of your lock. From a locked basement, a bike is usually covered by household contents insurance; elsewhere often only with a bicycle add-on. Some older policies only pay between 6 am and 10 pm. If the bike is still missing after three weeks, tell your insurer.
Report the case before any costs arise and, if possible, ask for written confirmation of cover (Deckungszusage) before instructing a lawyer. Note the waiting period: a dispute is usually only covered if its cause arises more than three months after the policy started. If the insurer refuses because of poor prospects of success, many policies provide for a binding opinion from your lawyer (Stichentscheid).
See a doctor promptly and report the accident. For a disability benefit, the permanent impairment must occur, be certified by a doctor and be claimed within contractual deadlines – their length varies from policy to policy, so look them up straight away. For accidents at work or on the way to or from work, also tell your employer, as statutory accident insurance is then responsible as well.
You usually pay for a doctor's visit yourself at first; keep the original invoice showing the diagnosis and treatment. Before hospital admission or repatriation, call your travel health insurer's emergency number so that it can confirm it will cover the costs. Statutory health insurance does not pay for repatriation to Germany.
The insurer may examine a claim thoroughly, but must not delay it unnecessarily:
As insurance brokers, we act on behalf of our clients, not the insurer. For policies we look after, we help you report the loss completely, put together the documents, understand the insurer's letters and follow up on delays – in German, Persian or English. Whether and how much is paid is decided by the insurer; we cannot promise a particular outcome.
This content provides general orientation. Situations and benefits mentioned are examples; the specific need, policy terms and individual advice are decisive. It does not state a price, acceptance or cover decision.
Contact and content responsibility
Owner and insurance broker authorised under section 34d(1) of the German Trade Regulation Act · Register number D-H3YB-K7WLO-18.
Without undue delay, meaning without culpable hesitation (§ 30 VVG); for liability and usually also for motor insurance within one week. Late notification does not automatically cost you your cover; but if it was intentional or grossly negligent, the insurer may reduce or refuse payment.
Emergency measures, yes – such as temporary glazing or pumping out water. Get the insurer's agreement before the final repair, ideally with photos and a repair estimate.
Ask in writing and set a reasonable deadline. After one month you can demand an advance payment if the insurer is liable in principle. Otherwise, your broker, the Insurance Ombudsman or BaFin can help.
In car insurance, usually yes: if motor liability or fully comprehensive cover pays, you are downgraded in your no-claims class (SF-Klasse) the following insurance year; each insurer decides how far. Partial comprehensive claims such as glass or hail damage do not lead to a downgrade.
Yes – and so can you. For property, liability and motor insurance, both sides can usually cancel up to one month after the negotiations on compensation have been concluded. Only cancel once new cover is in place.
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