The first hour
- Shut off the main water valve. The Texas Department of Insurance says an insurer may deny part of a claim if you do not protect the property, and shutting off the water is the first protective step.
- Turn off power to wet areas only if the panel is dry and you can reach it standing on a dry floor.
- Take photos and video of the burst pipe, the water and every damaged item before moving anything.
- Call a plumber to stop the leak and repair the line.
- Call the 24/7 restoration line to extract and start drying.
Then, call your insurer
Report the loss as soon as you can. TDI guidance says to contact your insurer promptly and not to wait for hidden damage to show up. It does not list a numeric deadline, so do not assume one, and read your policy for its own notice requirements.
Ask the adjuster what documentation they want, whether they need to see damaged items before they are discarded and how your policy treats the cost of reaching and repairing the pipe. Keep a log of every call with the date and the name of the person you spoke with.
What your restoration crew documents
| Record | Why it helps |
|---|---|
| Photos before and after removal | Shows the condition of the items and the scope of the loss |
| Moisture readings each visit | Shows how water spread and when the structure was dry |
| List of removed materials | Shows what was taken out and why |
| Equipment logs | Shows the drying work that was done and for how long |
| Written scope | Shows what repair is proposed |
We never promise that a claim will be approved.
Freeze history and what it means in Colleyville
The National Weather Service recorded a low of minus 2 degrees at DFW on February 16, 2021, and temperatures stayed at or below freezing for 139 hours between the afternoon of February 13 and noon on February 19. Pipes in attics, garages and exterior walls were the weak points across North Texas, and the same locations fail in any hard freeze.
The City of Colleyville provides water and wastewater service and lists an after-hours line for water emergencies on city property. If a break is before your meter, that is the call. A burst pipe inside the house is yours, and the insurance questions in this guide apply.
What Texas guidance says about coverage
The Texas Department of Insurance says most homeowner and renter policies cover sudden and accidental water damage, such as a burst pipe, a toilet overflow or a broken washing machine hose. Policies usually do not cover gradual leaks, and flood damage needs a separate flood policy. TDI also advises homeowners not to make permanent repairs until the insurer has seen the damage.
That is why temporary steps, such as extraction, drying and tarping, come first, and permanent steps, such as new drywall and flooring, wait. The water mitigation page explains the temporary phase and the water damage repair page explains the permanent one.
Mistakes that complicate claims
- Throwing away damaged items before photographing them
- Starting permanent repairs before the insurer sees the loss
- Waiting days to report the loss
- Letting wet materials sit and grow mold
- Accepting a verbal estimate with no written scope
Neighbors in Keller and Euless are served by the same line.
A simple claim log
Open a note on your phone and keep every detail in one place. Write the date and time you discovered the burst, when you shut off the water, who you called and when. Add the claim number as soon as you have it. Record each conversation with the insurer, including the name of the person and what they said.
- Photos and video of the source and the water, with dates
- Names and phone numbers of the plumber and the restoration company
- Copies of invoices, receipts for emergency purchases and hotel stays
- A list of damaged belongings with age and approximate value
- Emails and letters from the insurer
Talking to the adjuster
An adjuster inspects the loss and applies your policy. Show the adjuster the photos, the readings from the restoration crew and the plumber's report. Ask questions about what is covered and what is not, and ask for decisions in writing. If you disagree with a decision, you can ask the insurer to explain it in writing and contact the Texas Department of Insurance for help with a complaint.
Be honest and complete. A claim built on an accurate record is easier to resolve than one built on memory.
Emergency purchases and temporary housing
Keep receipts for fans, tarps, plastic sheeting and anything else you buy to limit damage. Many policies reimburse reasonable steps taken to protect the property. If the house is not livable while it dries, ask your insurer early whether additional living expenses apply, and keep hotel and meal receipts together in one folder.
Often yes when it is sudden and accidental, according to the Texas Department of Insurance. Your policy language decides.
Stop the water first, then do both. Start drying right away, because delay increases damage, and report the claim promptly.
Policies differ. Many cover the resulting damage but treat the repair of the pipe separately. Ask your insurer.
Call Colleyville Public Works, which lists an after-hours line for water emergencies. A break after your meter is your responsibility.