Photo requirements for claims

Good photos are the most reliable evidence in a claim. Here's how to document damage so your claim can be reviewed accurately.

Why photos matter

Our claims team can't physically inspect an item or location. Photos are how they understand the nature and extent of damage. Unclear, blurry, or incomplete photos slow down the review and may result in a claims specialist needing to request more from you before proceeding.

What to photograph

For each damaged item or area, capture:

• A close-up — focused on the specific damage (crack, scratch, dent, stain, etc.)
• A medium shot — showing the full item or the section of property affected
• A wide/context shot — showing the item or area in the room or space, so location and scale are clear

Three photos per item or damage point is usually enough. For multiple items or locations, repeat this for each one.

Lighting and clarity

Take photos in good light, preferably natural light or in a well-lit room. Avoid flash glare directly on shiny surfaces. If the damage is subtle (like a hairline crack), get as close as the camera allows while keeping the image sharp.

What to avoid

• Blurry or out-of-focus images
• Photos where the damage is hidden in shadow
• Screenshots of photos (always upload the original)
• Photos with only partial framing of the damage
• Heavily edited or filtered images

Before-and-after photos

If you have photos of the item or area from before the job, include those too. A clear before-and-after comparison is one of the most useful forms of evidence in a claim.

Packaging and wrapping

If the item was wrapped by the team and arrived damaged, photograph the packaging before and after opening it. This helps establish whether damage occurred during transport.