Hassle-free handling with insurance companies
We support you in the complete claims handling with your insurance – from comprehensive documentation and communication to final settlement for a swift restoration.
Expert Communication
Comprehensive Documentation
Swift Regulation
The Path to Reimbursement: How to Navigate the Insurance Process
Damage Report
Expert Report Creation
Cost Coverage
Start of Renovation
Water damage: Which insurance pays when? A guide for homeowners
Water damage is a stressful situation for any property owner. Besides the immediate damage control, the central question is: Who will cover the costs? The answer depends on the cause and location of the damage. Fundamentally, two types of insurance are relevant: building insurance and contents insurance. The **building insurance** is responsible for damage to the solid structure of the building. This includes walls, ceilings, floors, and fixed elements such as heating systems or built-in wardrobes. It typically covers damage from water pipes, such as a burst pipe or a defective washing machine hose. In contrast, **contents insurance** covers damage to your movable possessions – that is, furniture, carpets, clothing, and electrical devices. The clear distinction is important: if the parquet floor is soaked, it's a case for the building insurance. If the carpet lying on it is ruined, the contents insurance applies. A critical gap often exists with damage caused by natural events. Neither building nor contents insurance typically cover damage from floods, heavy rain, or backwater. For this, a separate **natural hazard insurance** as an additional module is essential. We support you in correctly assigning the damage and reporting it to the right insurance to ensure a swift and comprehensive settlement.
Our Services
Everything from a single source for your security
Damage Analysis
Precise initial assessment and investigation of causes on site.
Report Preparation
Creation of legally sound expert reports for evidence preservation.
Documentation
Comprehensive, photo-supported documentation for your insurance.
Cost Planning
Transparent cost estimates for all renovation measures.
Direct billing
We will settle directly with your insurance company upon request.
Communication
We handle the correspondence with the insurer.
Renovation Management
Coordination and monitoring of all necessary trades.
Final Acceptance
Joint inspection of the fully renovated areas.
Prevention Guide
Advice on preventing future building damage.
We manage the entire process so you can focus on what truly matters: a safe home.
Claim?
We help immediately.
Mould Infestation as an Insurance Case: Conditions for Cost Coverage
Mould infestation is not only a health risk but also a complex issue in insurance law. Unlike a sudden water damage event, mould is often classified by insurers as a so-called "gradual damage," which is not routinely covered. The key requirement for cost coverage is that the mould is a direct and demonstrable result of an insured event. The classic case: After a burst pipe (an insured water damage event), the wall is not properly dried, and mould develops. In this scenario, the costs for mould remediation are typically covered as consequential damage by the property insurance. However, the burden of proof lies with the policyholder. You must clearly demonstrate that the mould was caused by the insured damage. Here, a professional report is indispensable. It not only documents the extent of the infestation but also analyses and proves the causal link to the insured cause. Without this proof, for example, if mould arises from improper ventilation behaviour or building defects, insurers deny the claim. therlo provides you with the necessary reports and ensures that all conditions for cost coverage are met.
The Role of the Expert: Why an Independent Report is Crucial
In the event of damage, the insurance company often sends its own expert to assess the damage. Many policyholders assume that this report is neutral. However, an expert commissioned by the insurance company acts primarily in its economic interest. His goal may be to keep the amount of damage as low as possible. Therefore, an **independent expert report** is crucial for safeguarding your interests. As a policyholder, you have the right to appoint your own, independent expert. An independent expert, such as from therlo, assesses the damage objectively and comprehensively. He not only identifies visible damage, but also hidden defects and potential consequential damages that a layman or an expert focused on quick processing might overlook. The report serves as a solid foundation for negotiations with the insurance company. It quantifies the remediation costs realistically and transparently, thus safeguarding your claim for full restoration. A detailed, legally sound report is your strongest weapon against unjustified reductions and ensures that the remediation is carried out according to the recognised rules of technology.
Duty to Mitigate Loss: What Insurers Expect from You
When a loss occurs, as a policyholder, you not only have rights but also obligations. One of the most important is the so-called **duty to mitigate loss**. This duty, anchored both legally and contractually, states that once an insured event occurs, you are required to take all reasonable steps to minimise the damage and prevent further spread. In the case of water damage, this specifically means stopping the water supply, removing the water as quickly as possible, taking wet items out of the danger zone, and ensuring initial drying and ventilation. Neglecting these duties can result in the insurer reducing or, in extreme cases, even denying their performance. Engaging a professional service provider like therlo immediately after the damage occurs is the safest way to fulfil your duty to mitigate loss. We promptly initiate the necessary emergency measures, meticulously document them, and thus secure your full insurance claim.
Settlement with the insurance: Direct processing by the restoration service provider
A major damage event is not only emotionally taxing but can also pose a significant financial burden. The costs for drying, remediation, and restoration can quickly amount to several thousand euros. Generally, as a policyholder, you have to advance these costs and pay the craftsmen's bills before you receive reimbursement from the insurance. To prevent this, we at therlo offer a **direct settlement with the insurance**. By using an assignment of claim, you transfer your reimbursement claim against the insurance directly to us. This means we invoice the insurer directly and take care of the entire financial settlement. You do not need to advance large sums of money. This service ensures maximum transparency and relief, and speeds up the entire process.
Water damage
Management
Mould
Distance
Smell
Elimination
Insurance Checklist: These documents are required for a smooth process
A quick and smooth settlement by the insurance largely depends on complete and clean documentation. The better you document the claim, the less room you leave for queries or reductions. To prepare you optimally, we have compiled an essential checklist. **1. Immediate damage report:** Report the damage to your insurance company immediately, both by phone and in writing. **2. Comprehensive photo documentation:** Take detailed photos and videos of the entire damage. **3. Detailed damage list:** Create a list of all damaged items (household contents) including their age and approximate new value. **4. Preservation of evidence:** Keep damaged parts (e.g., the burst pipe section) as evidence. **5. Obtaining cost estimates:** Obtain professional cost estimates for the necessary repair work. **6. Keeping a record:** Record all conversations and correspondence with the insurance company. Comprehensive documentation is the key to asserting your rights.
When the insurance doesn't pay: Your rights and next steps
It is the nightmare scenario for every policyholder: The insurer refuses to cover the costs or significantly reduces the benefits. Important: Do not give up immediately. A refusal is not always final. Your first step should always be to request a **written and detailed explanation** for the decision. Examine it carefully and compare it with the facts in your report. If you disagree with the reasoning, submit a **written objection**. If this does not lead to success, you can contact the **Insurance Ombudsman e.V.**. This arbitration procedure is free of charge for you. As a last resort, there is the option to go to court with the support of a specialist lawyer for insurance law. therlo supports you in advance with a professional and legally sound documentation that significantly strengthens your position in the event of a dispute.
Prevention and Insurance Protection: How to Avoid Future Damages
The best damage is that which doesn't occur in the first place. Active prevention not only protects your property and health, but is also positively regarded by insurance companies. Among the most important preventative measures are the **regular maintenance** of water pipes and heating systems, as well as the inspection of roofs and facades for leaks. Modern technologies such as **leak sensors** can detect a burst pipe early and automatically stop the water supply before significant damage occurs. The installation of **backwater valves** is also an essential measure for protection against damage from heavy rainfall. By proactively investing in the protection of your building, you demonstrate to your insurance provider that you are acting responsibly. We advise you on effective prevention strategies that will ensure the long-term value and security of your property.
Does therlo handle all communication with my insurance company?
In a rental agreement, responsibilities in case of damage are clearly defined. The basic rule is: The **landlord** is responsible for the maintenance of the building. If damage to the building's structure occurs, for instance, due to a burst pipe in the wall, it is the landlord's matter and their **building insurance**. On the other hand, the **tenant** is responsible for their own household contents. If the tenant's furniture is damaged due to water damage, they must report this damage to their own **household insurance**. The tenant is obliged to inform the landlord immediately about the damage to the building. The landlord must then take the necessary steps for restoration. Open communication between tenant and landlord is crucial. We support both landlords with professional handling and tenants with documentation.
