In claims handling, it isn't the party who's right that wins, it's the party who can prove it. A construction project is in an exceptional position here: the site diary already required by law, the photographic record and the site records add up to a ready-made evidence factory – if they're actually kept. This article is about turning mandatory paperwork into a winning card at claim time.
- The site diary is the star witness in any claim: who, when, what, and in what weather.
- Good documentation answers the loss adjuster's questions before they're even asked.
- "Before the loss" documentation (routine photos, condition surveys) is worth more than a scramble after the event.
- Digital order: dated photos, cloud back-up, and the ability to find things again.
The diary as evidence
Keeping a site diary is a requirement under the regulations in force at the time – and, from a claims point of view, a treasure: it records the work phases, the subcontractors present, the weather, and any unusual events. In a disputed claim, these are typically the questions at stake: what had been completed by the day of the loss (the value of the contract works), who was working on the section affected (a subcontractor-caused loss), was there a storm warning, and were protective measures taken. An incomplete diary can't answer these – and the burden of proof falls back on the injured party.
What does the loss adjuster look at?
At the site visit, the adjuster reconstructs three things: the cause of the event (is it a covered type of loss), the extent of the loss (what was damaged, and how badly), and the history (protective measures, maintenance, previous condition). Good documentation answers all three in advance: routine photos of protective measures taken before the loss, a set of photos from several angles after the loss (overview plus close-up), a record of the loss-mitigation steps taken, and saved weather data. Until the visit, the site – beyond what mitigation requires – should stay undisturbed, or a complete set of photos should be taken before any intervention.
Documentation before the loss
The best claim file is put together before the loss happens: a pre-start condition survey of the surrounding buildings, weekly routine photos of progress and protective measures, records of site handovers and partial handovers, and a register of plant and equipment (for theft, this is the basis for identification). All of this takes a few minutes a week – and saves weeks of dispute at claim time.
Digital order
Documentation is only as good as how easily it can be found again: photos with date metadata (your phone already does this – don't switch it off), a folder structure organised by project, cloud back-up (a laptop soaking in the container tends to get lost along with the loss itself), and having the key documents (policy, diary extracts, records) accessible at claim time. The version you can deploy in minutes: the claim documentation checklist – printed and pinned to the container wall. The notification process from here: the claim notification article.
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