Home Insurance Claims After a Disaster in Japan: What Photos to Take, and What to Do Without Them

Last reviewed October 18, 2026 · 16 min read · By the PEA team (Lumina Spark)

日本語版 (Japanese version)

Short answer: Photograph the damage before you clean up or repair anything: the whole building from several directions, the area around each damaged part, and close-ups from more than one angle. For household goods, show the maker and model number, and how many items there are. Keep the original files without editing them, then contact your insurer or agent and ask how to submit the photos. If you have no photos, contact your insurer anyway. The General Insurance Association of Japan says you can make a claim yourself, and it costs nothing. Don't sign up with a contractor who says your insurance will pay for free repairs before you have contacted your insurer. This article is general information based on official guidance as of October 2026; what is covered and which documents you need depend on your policy, so check with your insurer.

In English: claim channels such as insurers' apps and LINE work mainly in Japanese. Ask your insurer or agent whether help in English is available; the services in Where to get help can also explain procedures in English.

Fire insurance and earthquake insurance in Japan

  • Fire insurance (kasai hoken) is the main home insurance in Japan. Depending on the policy, it can cover damage from fire, wind, hail, snow, floods and other events, for the building, household goods (kazai), or both.
  • Earthquake insurance (jishin hoken) covers damage caused by earthquakes, volcanic eruptions and the tsunamis they cause. According to the Ministry of Finance, it can only be taken out attached to a fire insurance policy, with an insured amount of 30% to 50% of the fire insurance amount (up to ¥50 million for a building and ¥10 million for household goods).
  • If you rent, the building itself is the owner's to insure; check what your own policy covers.

How a claim works, and what the photos are for

The General Insurance Association of Japan describes the usual steps after a natural disaster damages a building or household goods:

  1. The damage happens.
  2. You contact your insurer or agent.
  3. The insurer sends you the claim documents.
  4. You fill in and return the documents.
  5. The amount is decided and paid.

The documents it lists are a claim form, several photos of the damaged property, and a repair estimate. It says you can do this yourself easily, and there is no fee.

Insurers sometimes have a survey company or a registered loss adjuster (songai hoken tōroku kanteinin, a professional registered with the association) check the damage. Tokio Marine & Nichido says an adjuster may not need to visit if the photos and estimate are enough. Photos are the basic material the insurer uses to check the damage and whether repairs are needed.

What to photograph

Based on insurers' guidance. What your insurer asks for may differ, so follow its instructions.

WhatHowSource / notes
The whole building2–3 shots from different directions, including the nameplateTokio Marine & Nichido FAQ; shows which building it is
A wider shot including the damageStep back so it's clear where on the building the damage isTokio Marine & Nichido; Mitsui Sumitomo also asks for "photos showing the surroundings"
Close-ups of the damageThe same spot from several angles, showing the size of cracks, breaks or dentsTokio Marine & Nichido and Mitsui Sumitomo FAQs
Damage insideEach room as a whole, plus close-upsStains from leaks, damaged ceilings, walls and floors
Flood heightA tape measure held against the water lineTokio Marine & Nichido; the Cabinet Office gives the same advice
Household goodsThe damage, plus the maker and model number; when shooting several items together, make the number clearMitsui Sumitomo FAQ
Things knocked over in an earthquakeThe state before you tidy up, and the damage to each itemMitsui Sumitomo FAQ (earthquake insurance)

Tips

  • Shoot before cleaning up or repairing. Insurers ask for this. According to a Kyodo News report (October 16, 2026), after the 2026 Kumamoto earthquake Mitsui Sumitomo asked policyholders to photograph their rooms when booking a survey, and said that if broken appliances are thrown away without photos, the damage may not be confirmed and the claim may not be paid.
  • Combine wide shots and close-ups. A close-up alone doesn't show where on the building the damage is. Shoot the whole building, then the area around the damage, then the close-up.
  • Outside from four sides, inside room by room. The Cabinet Office's leaflet for disaster victims asks people to photograph the outside of the house from four directions where possible, each damaged room as a whole, and close-ups of each damaged spot, and to photograph every damaged room and spot. It says the photos help both with the disaster victim certificate and with insurance claims.
  • Show the size. Hold a tape measure or ruler against cracks and the flood line.
  • Don't climb onto roofs. Mitsui Sumitomo says not to force photos of dangerous places such as roofs, but to ask a contractor; the insurer will contact you if the photos aren't enough.
  • Don't edit; keep the originals. Avoid brightening, cropping, filters or annotations, and keep the files as taken. Insurers now check submitted images for editing and reuse (see below).
  • Take plenty. Insurers may ask for more photos later.

Earthquake insurance: how damage is assessed

Earthquake insurance assesses damage in four categories and pays a share of the insured amount (capped at market value), according to the Ministry of Finance:

CategoryDamage to the main structure (as a share of the building's market value)Payment
Total loss (zenson)50% or more100% of the insured amount
Large partial loss (daihanson)40% to under 50%60%
Small partial loss (shōhanson)20% to under 40%30%
Partial loss (ichibuson)3% to under 20%5%

There are also criteria based on floor area burned or washed away and on flooding above floor level. For household goods, a loss of 80% or more of their market value is a total loss, 60% or more large partial, 30% or more small partial, and 10% or more partial (General Insurance Association of Japan).

  • The main structure is what counts: frame (columns and beams), foundation, roof and outer walls. Photograph the outside from several directions, cracks in the foundation and walls, and roof damage, wide and close.
  • Sometimes photos and a declaration are enough. A 2025 document from the General Insurance Association of Japan describes a self-declaration method in which damage is assessed from the policyholder's declaration and photos, used only where it can be assessed properly, switching to an on-site survey when photos aren't enough.
  • You don't need a disaster victim certificate. The General Insurance Association of Japan says an earthquake insurance claim doesn't require a risai shōmeisho. Insurance assessment uses different criteria from the certificate issued by your city or town; see disaster victim certificate photos.

Household goods

  • Photograph before throwing anything away, showing the damage and the maker and model number.
  • Be ready to list damaged items. Tokio Marine & Nichido asks for the item name (maker and model), the damage, and when, where and for how much you bought it. Look for receipts, online order histories and warranty cards.
  • If something can't be repaired, Mitsui Sumitomo asks for a document showing why, and one showing the price of an equivalent replacement (such as a receipt).

If you have no photos

  1. Contact your insurer first and explain. Don't give up on a claim just because you have no photos; ask what can be used instead.
  2. Ask the repair company for before-and-after photos. Tokio Marine & Nichido suggests this if you have already repaired; you can still claim after repairs, but you'll need photos from before and after.
  3. Gather other documents. Sompo Japan lists estimates, photos, receipts, plans and lists of damaged items as documents for checking damage. Check family members' phones and photos you sent to others.
  4. Ask about an inspection. Tokio Marine & Nichido says that for flood damage, it may be able to calculate the payment after inspecting the damage, even without an estimate.

Tokio Marine & Nichido also says that without photos, the claim may not be paid. If you haven't cleaned up or repaired yet, take photos first. If you report late, you may be asked for a document explaining the delay (Sompo Japan).

Submitting photos

  • By post, with the documents and return envelope the insurer sends.
  • Online, in an app or on LINE: Mitsui Sumitomo accepts photos through its policyholder site and app, Sompo Japan through LINE, and Aioi Nissay Dowa accepts claims online. These channels are mainly in Japanese.
  • Whether prints are needed depends on the insurer and the claim. Ask when you report.
  • Keep the originals after sending. Apps and LINE may shrink images or strip the recorded date. Keep the files as taken on your phone or computer.

Time limits, and if you don't know your insurer

  • The right to claim expires after 3 years (Insurance Act, Article 95). The General Insurance Association of Japan says when the 3 years start depends on the product. Report as soon as you notice the damage.
  • If you lost your policy and don't know your insurer, the Natural Disaster Insurance Policy Inquiry Center (Shizen Saigai-tō Sonpo Keiyaku Shōkai Center, 0120-501331) will have your insurer contact you (Kyodo News).

Insurers now check images for editing and reuse

In 2026, major Japanese insurers introduced checks on the images submitted with claims:

  • Tokio Marine & Nichido (announced September 30, 2026): compares fire insurance claim images with past claims to detect the same or similar images being reused (piloted from July 2026), and from September 2026 also detects images suspected of being generated or edited with AI. Staff make the final decision.
  • Mitsui Sumitomo and Aioi Nissay Dowa (announced August 3, 2026): detect signs that damage photos, repair estimates or receipts were created or edited with generative AI, or altered or reused. They say the procedure and burden for policyholders don't change.

Ordinary photos submitted as taken are nothing to worry about. What to avoid is editing meant to make things clearer, and using other photos: don't brighten, crop, or use photos from another day or another house. Submit the files as taken.

Contractors who say insurance will pay for free repairs

Contractors who visit, advertise online or message on social media saying "your fire insurance will pay for free repairs" or "we'll handle the claim for you" keep causing trouble.

  • Examples: Japan's National Consumer Affairs Center has received complaints about fees of 40% of the payout, refusals to cancel, and pressure that "the claim deadline is near" (September 2021). Its March 2026 release says such complaints have fallen but still include a case with a 45% success fee. The General Insurance Association of Japan cites cases demanding 40% of the payout and a 30% success fee.
  • Don't sign with a contractor before contacting your insurer. The association says that if you do, the claim may not be paid, leaving you to pay for repairs, or you may face high cancellation fees.
  • Don't take part in false claims. The Consumer Affairs Agency warns that claiming age-related wear as disaster damage, knowing it isn't, can lead to repayment demands, cancellation of the policy, or prosecution for fraud. The association also warns that false claims may be fraud, and that people can be drawn into them without realizing.
  • Don't rely only on the contractor's photos. Take your own photos too, and keep the original files.

Showing when a photo was taken

Insurance disputes sometimes turn on whether damage came from this disaster or was there before. A phone's recorded date comes from its clock and can be changed later, so on its own it's weak evidence.

  • Send the photos to your insurer, or report, the same day. A dated record stays on their side. Keep the originals.
  • Fix the file with a third-party timestamp (RFC 3161), which shows the file existed by that time and hasn't changed since, not when it was taken or when the damage happened.

See how to prove when a photo was taken.

Where to get help

  • Your insurer or agent: reporting the damage, which photos and documents are needed, and how to submit them.
  • Sonpo ADR Center (General Insurance Association of Japan): consultations on non-life insurance, generally free, and a dispute resolution procedure if you can't settle with your insurer. 03-4332-5241 (Monday to Friday 9:15 to 17:00, except public holidays and New Year).
  • Natural Disaster Insurance Policy Inquiry Center: 0120-501331, if you lost your policy and don't know your insurer.
  • Consumer Hotline 188: connects you to a local consumer affairs center for trouble with contractors or claim-support businesses.
  • Help in English: the Foreign Residents Support Center (FRESC) Help Desk, 0570-011000 (03-5363-3013 from IP phones or from abroad; weekdays 9:00 to 17:00), and the Houterasu Multilingual Information Service, 0570-078377 (weekdays 9:00 to 17:00). In Kumamoto, the Kumamoto Support Center for Foreign Residents: 080-4275-4489 (weekdays 8:30 to 17:00).

What PEA can and can't do

PEA (Professional Evidence Authenticator), from Lumina Spark in Japan, checks an image for signs of AI generation or editing with several independent analyses and shows a grade from 1 to 10. It doesn't decide whether a claim will be paid, or when or how damage happened.

Start with the free steps: photograph before cleaning up or repairing, keep the originals, contact your insurer. You don't need PEA to make an insurance claim.

  • Fix photos taken before clean-up or repairs in a form others can verify. When you run a check, PEA records the file's SHA-256 hash and seals it with an Ed25519 digital signature and an RFC 3161 timestamp from a third-party time-stamping authority. The timestamp is the time of the check, so checking on the day of the damage, before repairs, supports "this photo existed by that day at the latest."
  • Turn it into a certificate within 7 days (¥1,000 per image, charged in yen; international cards accepted). Anyone you show it to can check the issue time, hash and timestamp by certificate number on PEA's public verification page.
  • Pick one or a few photos, such as the whole building and close-ups of damage likely to be disputed.
  • Photos only (JPEG, PNG, HEIC, up to 25 MB); videos can't be checked.

PEA can't prove when or by whom a photo was taken, that the building shown is the insured one, when or how the damage happened, or that a claim will be paid. It shows that the file existed at the time of the check and hasn't changed since, plus the analysis results. The timestamp is not one accredited by Japan's Minister for Internal Affairs and Communications, and we can't promise how an insurer will treat the certificate. Submit your original files to your insurer. The account and certificate screens are in Japanese; browser translation works on them.

This article is general information about Japan, not legal advice.

Frequently asked questions

What photos do I need for a fire insurance claim in Japan?

It depends on the insurer, but Tokio Marine & Nichido lists 2–3 photos of the whole building from different directions (including the nameplate), a wider shot including the damage, and the damage from several angles. Mitsui Sumitomo lists close-ups of the damage, photos showing the surroundings, and the whole building. For household goods, show the maker, model number and quantity. Take them before cleaning up or repairing, and check your insurer's instructions.

What if I have no photos of the damage?

Contact your insurer and explain. If you have already repaired, Tokio Marine & Nichido suggests asking the repair company whether it took before-and-after photos. Estimates, receipts and plans can also help show the damage. But Tokio Marine & Nichido also says that without photos the claim may not be paid, so if you haven't repaired yet, take photos first.

How do I submit photos, and do I need prints?

Besides post, more insurers accept photos online: for example Mitsui Sumitomo through its policyholder site and app, Sompo Japan through LINE, and Aioi Nissay Dowa through its website. These are mainly in Japanese. Whether prints are needed depends on the insurer and the claim, so ask when you report.

How is earthquake damage assessed for earthquake insurance?

Damage to the main structure (foundation, frame, outer walls, roof) is assessed as total, large partial, small partial or partial loss, paying 100%, 60%, 30% or 5% of the insured amount, capped at market value. Photograph the outside from several directions, cracks in the foundation and walls, and roof damage, wide and close; for household goods, photograph the scene before tidying up. You don't need a disaster victim certificate for an earthquake insurance claim.

Is it safe to use a contractor who says insurance will pay for free repairs?

Be careful. The General Insurance Association of Japan says you can claim yourself at no cost. Japan's National Consumer Affairs Center has received complaints about fees of 40–45% of the payout and refusals to cancel. Claiming age-related wear as disaster damage, knowing it isn't, can be prosecuted as fraud. Contact your insurer before signing anything with a contractor.

I'm a foreign resident. Where can I get help with an insurance claim in English?

Ask your insurer or agent first whether help in English is available, since most claim channels work mainly in Japanese. The FRESC Help Desk (0570-011000, weekdays 9:00 to 17:00) and the Houterasu Multilingual Information Service (0570-078377) can explain procedures in English, and in Kumamoto the Kumamoto Support Center for Foreign Residents (080-4275-4489) can help. If you can't settle a dispute with your insurer, the Sonpo ADR Center (03-4332-5241) handles consultations and dispute resolution.

Sources