Filing a claim can feel overwhelming, especially when you're dealing with the stress of an unexpected loss. This guide walks you through exactly what to do — from the first moments after an incident to working with your claims adjuster — so you can move through the process with confidence.

Before you contact us, take these steps right away. Acting quickly protects your safety, prevents further loss, and ensures nothing is excluded from your claim down the line.

Ensure your safety first

If there is any risk to life or safety — fire, flooding, or structural damage — call emergency services (911) immediately. Once it is safe to do so, shut off water, gas, or electricity to prevent further damage.

Prevent further damage

Your policy requires you to take reasonable steps to mitigate ongoing loss. Board up broken windows, stop active leaks, or move belongings away from water. Keep all receipts for any emergency expenses you incur — these may be reimbursable.

Notify your landlord or property manager

If the damage affects your rental unit or a shared area of your building, notify your landlord or property manager as soon as possible. Document your notification in writing — an email or text message works fine.

Take photos and videos immediately

Capture all damage before any cleanup begins. Take wide shots of the affected area as well as close-ups of individual damaged items. The more visual documentation you have upfront, the stronger your claim will be.

Once you and your property are safe, follow these steps to formally submit your claim to APOLLO.

Step 1 — Log in to your APOLLO account

Go to apollocover.com and sign in. Navigate to your active policy and select "Report a Claim" to begin. If you're unable to submit online, call us at 1-866-517-9020. For after-hours emergencies, contact IPG Claims toll-free at 1-844-301-3142.

Step 2 — Describe what happened

Provide a clear, factual description of the incident — what happened, when it happened, and where. Include the date and time of loss as accurately as possible. If the incident involved theft or burglary, you will also need to include a copy of your police report.

Step 3 — Upload your documentation

Attach your photos, videos, receipts, and any relevant reports such as a police report or fire department report. The more documentation you provide upfront, the faster your claim can be assessed.

Step 4 — Work with your claims adjuster

Once your claim is submitted, you will receive confirmation within 1 business day. A claims representative will then reach out to review your submission, ask any follow-up questions, and guide you through next steps. Respond promptly to any requests to avoid delays in your claim being processed.

Don't discard damaged items

Hold onto damaged property until your adjuster has reviewed it or confirmed it is safe to dispose of. Discarding items prematurely can complicate your claim.

Keep all receipts

If you incur additional living expenses — hotel stays, meals, emergency repairs — document everything. These costs may be covered under your policy's Additional Living Expenses coverage.

Be honest and accurate

Provide complete, factual information throughout the process. Exaggerated or inaccurate claims can result in denial or policy cancellation.

Know your deductible

Before filing, review your policy to confirm your deductible amount. Your deductible is the portion of any claim you are responsible for — it will be subtracted from your settlement. If the damage is close to or below your deductible, it may not be worth filing a claim, as doing so could affect your future premiums.

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We're here to ensure that your insurance experience is as smooth and convenient as possible.