TL;DR
A janitorial bond claim usually starts with a written report to the cleaning company, not with the surety. From there the surety reviews the claim, and many bonds require a police report and often a criminal conviction of the employee before they pay anything. Understanding that sequence before you need it saves weeks.
What Is a Janitorial Bond?
A janitorial bond, sometimes called a janitorial service bond or an employee dishonesty bond, is a form of surety coverage that responds when an employee of a cleaning company steals from a client. It is written to protect the client, and it is purchased by the cleaning company from a surety.
It is not general liability insurance and the two solve different problems. Liability coverage generally responds to accidental property damage or bodily injury. A janitorial bond responds to theft. A company can carry one and not the other, which is a good reason to ask about both rather than accepting the phrase "bonded and insured" as a single answer.
The word "bonded" gets used loosely in advertising. Ask which specific bond is in force, who the surety is, and what the coverage amount is. That is a short conversation and it is far easier to have before booking than after something goes missing. Our broader guide to hiring a cleaning service puts this question alongside the rest of the vetting checklist.
Source: standard surety industry product definitions
Step One: Report It to the Cleaning Company in Writing
Almost every bond claim begins with the client notifying the cleaning company, in writing, that something is missing. The company is the bond's principal, and the surety will expect the company to have been told first. A phone call is fine as a first move, but follow it with an email that creates a dated record.
Keep the report factual and specific. Name the item, the room, the last date you saw it, the date of the service visit, and the value if you know it. Speculation about who took it is not useful at this stage and can complicate things later. What helps is a clear timeline.
Reputable companies take these reports seriously because their bond premium, their reputation, and often their own employment decisions depend on the outcome. Give the company a reasonable window to investigate internally before escalating. A few business days is normal.
Step Two: The Police Report Question
Most surety bonds covering employee theft expect a police report, and many require one as a condition of the claim. Filing a report is not an accusation against a specific person. It is a record that a theft was alleged on a given date, and it is often the document that makes the rest of the process possible.
This surprises people. A homeowner who wants the matter handled quietly frequently discovers that quiet is not an option if a bond payment is the goal. The report is also what protects you from a later argument that the loss was never documented at the time.
If you are unsure whether the item was stolen or simply misplaced, say so honestly and search first. Withdrawn claims cost everyone credibility, and a hasty accusation is difficult to walk back with a crew that has been in your home for months.
Step Three: The Surety Review, and the Conviction Requirement
Once a claim reaches the surety, an adjuster reviews the documentation: the report to the company, the police report, proof of ownership and value, and the service records showing who was in the home. Many janitorial bonds go a step further and require a criminal conviction of the employee before any payment is made.
That requirement is the part homeowners find hardest to hear. It is common in this class of bond, it is written into the bond language, and it means the practical payout rate is lower than the word "bonded" implies. Read the actual bond terms rather than the marketing phrase.
| Stage | Who drives it | Typical documentation |
|---|---|---|
| Internal report | You and the cleaning company | Dated email, item description, visit date |
| Police report | You | Case number, officer contact |
| Company investigation | The cleaning company | Crew assignment records, staff interviews |
| Surety review | The surety adjuster | Ownership proof, valuation, police case status |
| Resolution | The surety | Payment, denial, or a conviction requirement |
None of this is fast. Weeks is normal and months is common when a criminal case is involved. Knowing the timeline in advance keeps expectations realistic.
What About Damage Rather Than Theft?
Accidental breakage is a liability question, not a bond question, and it follows a different path entirely. A broken lamp, a scratched floor, or a cracked screen is usually handled either directly by the company or through its general liability coverage.
The documentation habits overlap, though. Photos, dates, and a written report help in both cases. Our guide to building a damage claim file covers what to gather, and the piece on liability questions to ask covers what to ask about coverage before you book.
What Actually Prevents Most of This
Prevention is unglamorous and it works. Put cash, jewelry, prescription medication, spare keys, and small valuables somewhere secure before a first visit. Keep a simple photo record of anything genuinely valuable. Note who is scheduled for each visit so the timeline is never in question.
Choosing a company that screens its people also matters. Background-checked crews, clear scheduling records, and a real office you can reach are all easier to verify before booking than after. So is whether the business answers questions about coverage directly instead of deflecting.
Source: consumer prevention guidance published by state consumer protection offices
FAQ
What is the difference between bonded and insured for a cleaning company?
Bonded generally refers to a surety bond covering employee theft, and insured generally refers to liability coverage for accidental damage or injury. They are separate products from separate companies and a business can carry one without the other. Ask which specific coverages are in force rather than accepting the combined phrase.
Do I have to file a police report to make a bond claim?
Usually yes. Most janitorial bonds expect a police report as part of the claim file, and many require one outright. Filing the report documents that a loss was alleged on a specific date. It is not the same as accusing a named individual, and officers handle these reports routinely.
How long does a janitorial bond claim take?
Weeks at minimum, and months when a criminal case is part of the process. The internal company investigation usually takes days, the surety review takes longer, and any conviction requirement runs on the court's schedule rather than yours. Ask the surety adjuster for a realistic timeline early.
Does a bond cover something my cleaner broke by accident?
No. Accidental breakage is a liability matter, not a theft matter, and it follows a different route entirely. Report it to the company first with photos and a date. Depending on the value and the circumstances it may be resolved directly or routed through the company's liability coverage.
Can I claim on my own homeowners policy instead?
Possibly, and only your own insurer can tell you. Theft coverage, deductibles, and the effect of a claim on your premium all depend on your specific policy. Call your agent before filing anything, since a small loss can cost more in deductible and premium than it recovers.
Who do I contact if the cleaning company stops responding?
Escalate in writing to the owner or the business address on your agreement, then contact the surety directly if you have the bond details. Keeping every message in email rather than text or phone gives you a clean record. If the company has gone dark entirely, your state consumer protection office is the next stop.
Bond and coverage questions are far easier to ask during the quote stage than during a dispute. If you are comparing house cleaning services, ask each one the same short list and read the answers side by side. Every home is different, so the real number depends on size, condition, and what you want covered. Get a quote and we will walk you through it.