How do I report a claim in the condominium?

A claim reported properly is a claim settled sooner. The order in which you do things matters as much as what you do.

1. Make people safe

In the event of a gas leak, a fire, an electrical hazard, a collapse or masonry falling from the facade, call the emergency services before doing anything else, and have the building evacuated if necessary. Everything else can wait.

2. Stop it getting worse

Close a valve, shut off a supply, put down a tarpaulin, move whatever can be moved. This is also the situation in which the syndic (the managing agent) may, in an emergency, arrange on its own initiative for the works needed to safeguard the building (article 21 of the Law); it must then inform the co-owners and immediately convene a general meeting (article 27 of the Grand Ducal Regulation).

3. Document it straight away

• dated photographs of the damage and of its source — the source is often impossible to see once the repair has been done;
• the date and time you discovered it, the circumstances, and how long it went on;
• a list of the items affected, with their estimated value and, if you have them, the purchase invoices;
• contact details for the units affected and for any witnesses;
• where you can, keep the damaged parts and the faulty equipment until the loss adjuster has seen them.

4. Report it, to the right person

Two channels, and they are not mutually exclusive:

• to the syndic, wherever the common parts are involved, or the source of the loss lies in a common part;
• to your own insurer, for your private parts, your furniture and your fittings.

Observe the reporting deadlines set by your policy: they are contractual, and they are short. If you are unsure how the source should be classified, report it to both: a precautionary notification costs nothing, whereas a delay can cost you your cover.

The information to send us

• the name and address of the building, your unit and your floor;
• the date and time of the incident and of its discovery;
• the nature of the loss and its source, if identified;
• the parts affected: common, private, or both;
• photographs and, where applicable, the signed joint damage report;
• your direct contact details (mobile number and email);
• your insurer and policy number for your own property;
• if a tradesman has already attended: their report or invoice.

The joint damage report between neighbours

For water damage between two units, this is the single thing that most speeds up the insurers’ handling of the matter. Complete it factually: what you observed, when and where. Do not accept liability that you are in no position to establish — describing is not confessing, and the legal classification comes afterwards.

What we do, and what depends on your service package

Reporting the claim to the building’s insurer is part of our core duties for the condominiums we manage. Detailed handling of the file — obtaining quotations, chasing the insurer, attending adjuster’s appointments, coordinating contractors — depends, on the other hand, on the package your condominium has taken: it is included in some and charged separately in others. We would rather tell you than leave you to find out: your conseil syndical (the co-owners’ supervisory board) knows which scope was agreed, and we will confirm it to you on request.

We do not intervene in your private parts, and we are no substitute for your own personal insurer.

Reporting a claim to us

Use the reporting form on this site, or call the office during business hours. The more precise your report, the sooner and the more complete the notification we can send.

General information on Luxembourg condominium law (the amended Law of 16 May 1975 and the Grand Ducal Regulation of 13 June 1975, in their consolidated version applicable as at 1 August 2023). Your own règlement de copropriété may lay down specific rules, which prevail within the limits set by the law. This content is not legal advice.