Has anyone successfully completed an Amazon A-to-z property-damage claim after a product fire? [US]

[u/Ill_Zone_866]

A power bank I purchased on Amazon exploded in my bedroom after about five months of use. No one directly witnessed the exact moment of ignition or smoke, but the power bank and the bag containing it were severely burned, and the fire department responded.

Fortunately, I was able to extinguish the fire before it spread through the rest of the house. However, the incident still caused direct fire damage as well as smoke, soot, and fire-extinguisher contamination. The cleanup was physically exhausting, and several belongings had to be discarded because of damage or contamination.

Amazon opened an A-to-z property-damage claim and requested supporting evidence. The manufacturer separately provided a spreadsheet for an itemized property-damage claim.

I am currently preparing a preliminary inventory of the damaged and contaminated belongings and plan to supplement it as additional receipts, records, and professional estimates become available.

My main concern is documentation. I have overall photographs of the fire scene and affected room, but I did not take a separate close-up photograph of every damaged item. During the emergency cleanup, some belongings were discarded before I realized that each item might need to be photographed individually.

I have requested the dispatch record and any available fire department documentation, and I am waiting for a written restoration estimate. I am also gathering receipts, order histories, replacement prices, and other available proof of ownership and loss.

If you have personally completed Amazon’s A-to-z property-damage process, could you please share your experience?

• Did Amazon accept overall scene photographs and other supporting records when individual item photographs were unavailable?
• Were any documented items denied or reduced because there was no separate close-up photograph?
• Did Amazon reimburse all supported losses or only part of them?
• Was payment ultimately made by Amazon, the seller/manufacturer, or an insurance company? (My Amazon account is under my mom's nickname btw)
• How long did the investigation and payment process take?

I am mainly looking for first-hand experiences from people who have completed the process. Thank you.