Consumer Tips from IICRC.ORG
FAQ- Frequently Asked Questions
Q. Do I have to use the contractor that the insurance company suggested?
A. No. The insurance company cannot require an insured use their preferred contractor. You can choose any qualified contractor you want. You contract the work and the insurance company is a third party payer. As long as the contractor charges are standard and customary and within the scope of work (as agreed upon between the insurance company and the contractor), the claim should go smoothly.
Q. Do I hire the restoration contractor or does the insurance company?
A. Insurance companies do not hire contractors, only the insured can. The insurance company will recommend contractors, but no where in their communications does it say that they hired the contractor.
Q. Who warranties the work and for how long?
A. The restoration contractor not the insurance company, otherwise the insurance company would be the one that hired the work done. Standard warranties are one year. Preferred Contractor programs require the Restoration Contractor to increase it to 3-5 years depending upon the insurance company.
Q. How long does DRS Restoration warranty its workmanship?
A. We offer a 5 Year Workmanship Warranty upon completion of the repairs and payment.
Q. How much does it cost for a damage assessment?
A. Most companies charge $75-$125. We offer a FREE DAMAGE ASSESSMENT within 2 hours of the call.
Q. How soon can you start emergency services?
A. A qualified technician will be onsite within 2 hours guaranteed. After the free damage assessment they can dispatch an emergency response crew immediately.
Q. Once you start the repairs, how long will it take to get back to life as usual?
A. Before we start the repairs we will provide a certificate with a Guaranteed Completion Date. Based on what we know about the project and availability of products, we will complete it on time.
Q. What happens when I don't have insurance coverage?
A. We offer expert consultation services - spelling out the procedures you can do yourself. We provide the equipment you need to dry it yourself for a nominal cost. After 3 days we will monitor to make sure it is dry.
Q. Do I need to come to your shop to rent equipment?
A. No. We will deliver it and advise you on positioning equipment for best results.
Q. What does FREE BOARD-UP SERVICE MEAN?
A. We will secure the home or business at no cost to the customer. We will simply bill the insurance company directly. "Board-Up" is considered "Emergency Services" by insurance companies and is required by most municipalities when conditions are unsafe to inhabit.
Q. What does "Contents Master" do?
A. Assesses restorability of items in your home. Documentation of items removed from the or business, complete restorative cleaning, drying and deodorization to bring personal property back to pre-loss condition at a fraction of the cost of replacement.
Q. Do you take my stuff somewhere to be restored?
A. Yes. We have a full-service contents processing plant with state of the art equipment to bring your belongings back to pre-loss condition.
Q. How soon can I get my stuff back?
A. We can get a portion of your clothes back within 24 hours and the rest within a week. Other items will be processed and stored until you need them.
Q. What happens if something you take is not cleaned to my satisfaction?
A. We offer a NO CLEAN NO CHARGE Guarantee. If it is not acceptable, we will keep the item and document the item for the insurance company on an Un-Salvageable items list.
Q. How long does it take to dry my property?
A. We can dry most items within 3 days, and we offer a 3-Day Drying Guarantee. There are a few items excluded: double-thick drywall, lath & plaster, and wood flooring.
Q. What can happen if I don't address water or smoke damage immediately?
A. The Ongoing Effects of Water Damage and the Ongoing Effects of Smoke Damage can be dramatic and costly.
Q. Are you a certified firm?
A. Yes, we are an IICRC Certified Firm. With this we must provide employee training, maintain licenses, and Insurance along with continuing professional training.
Insurance Damage Repair - Bill of Rights
Fire and Water Damage disrupts the normal pattern of life, and can involve a lot of emotional stress. People often feel confused and vulnerable after events of this type. However, it is important to make good decisions, because you will be living with the results long after the stress and confusion have passed.
As Professional Restoration Contractors we believe that the public interest is best served if people have an understanding of their rights and the alternatives available to them, when insurance damage and repair work are involved.
Your insurance policy is a CONTRACT between you and the insurance company. It entitles you to certain rights and imposes certain obligations. As Certified Professional Contractors, we have prepared this BILL OF RIGHTS so that you may better understand the policy you have purchased, and how it relates to the repairs you may undertake. The standard Homeowners policy generally contains the same provisions throughout the United States and Canada; here are some of you rights and obligations under its terms:
1. YOU MAKE, TAKE, AND BE FULLY COMPENSATED FOR, THE COST OF EMERGENCY STEPS TO SAFEGUARD YOUR PROPERTY FROM FURTHER DAMAGE AFTER A LOSS....in fact, you have an obligation to do so under the terms of your policy. The insurance company may not be liable for additional expenses if you fail to provide such protection.
2. IF YOU HAVE SECURED ADEQUATE COVERAGE, YOU ARE ENTITLED TO BE PAID FOR THE FAIR COST OF FULLY RESTORING YOUR HOME TO ITS PRE-DAMAGE CONDITION.....however, you are not insured for the repair of unrelated problems, code deficiencies, or prior damage.
3. YOU ARE ENTITLED TO EMPLOY AND SHOULD INSIST UPON A FULLY LICENSED AND INSURED REPAIR FIRM OF GOOD REPUTATION.... however, if you do not choose to employ such a firm, the consequences and liability for any injury, damage, or other action may rest with you.
4. YOU ARE ENTITLED TO EMPLOY A FIRM WITH SUFFICIENT EXPERIENCE AND STABILITY IN THE COMMUNITY TO STAND BEHIND ITS WORK AND WARRANTY RESPONSIBILITIES....THE REPAIR CONTRACT AND ITS PERFORMANCE IS STRICTLY BETWEEN YOU AND THE CONTRACTOR. Your insurance company does not warrant or guarantee the performance of any firm you hire.
5. YOU ARE ENTITLED TO MATERIALS AND WORKMANSHIP FULL EQUIVALENT TO YOUR EXISTING INSTALLATION IN LIKE KIND AND QUALITY....the insurance company has no obligations to improve your existing installation, of course.
6. YOU ARE NOT REQUIRED TO ACCEPT THE LOWEST BIDDER. NO WHERE IN YOUR POLICY DO THE WORDS "CHEAPEST", "LOW", OR "LOWEST PRICE: OCCUR....however, repair rates should correspond to prevailing standards in your area for work of good quality.
7. YOU ARE ENTITLED TO RECEIVE A DETAILED LISTING OF THE SCOPE OF REPAIRS AND QUANTITIES OF MATERIALS TO BE PROVIDED, BEFORE WORK BEGINS....also, provision for hidden or latent problems relating to the damage should be spelled out in as much detail as possible.
8. YOU ARE ENTITLED TO AND SHOULD REJECT ANY CONTRACT THAT DOES NOT INCORPORATE ALL FEDERAL, STATE, AND LOCAL REQUIREMENTS FOR RESIDENTIAL CONSTUCTION WORK....however, you must be familiar with these requirements in order to enjoy the protection the law provides. Ask an Industry Certified Restoration Contractor for this important information.
9. YOU ARE ENTITLED TO SELECT A FIRM WHO CAN DEMONSTRATE SKILL AND EXPERIENCE IN INSURANCE DAMAGE REPAIR AS A FULL TIME PROFESSIONAL SERVICE....ask for references, credentials, and association memberships that indicate professional training and status in insurance repair, as contrasted with ordinary home improvement work.
10. IF SUBSTANTIAL DISAGREEMENT ARISES BETWEEN YOU AND THE INSURANCE COMPANY, OVER THE AMOUNT OF THE LOSS, YOU ARE ENTITLED TO REQUEST ARBITRATION ("APPRAISAL") AS DESCRIBED UNDER THE TERMS OF THE POLICY. LINES 123-140 OF THE STANDARD HOMEOWNERS FORM SPELL OUT THESE PROCEDURES FOR SETTLING DIFFERENCES WITHOUT RESORTING TO LAWSUIT....the company also is entitled to this provision, which may be invoked at any time prior to settlement, whether or not you have received advance payments.
11. YOU ARE ENTITLED TO RECEIVE PAYMENT FROM THE INSURANCE COMPANY WITHIN THE TIME SPECIFIED BY THE POLICY AND YOUR STATE INSURANCE REGULATIONS, WHICH ARE DESIGNED TO PREVENT INSURANCE COMPANIES FROM USING DELAY AND PERSONAL HARDSHIP TO COMPEL A LOWER SETTLEMENT....however, the policy also has time requirements for the policyholder, within which you must prepare and submit your claim. Ask your adjuster or agent about these at the outset, so that you can be in compliance.
SINCE YOU ARE THE POLICYHOLDER, ONLY YOU CAN DEMAND THAT YOUR INSURANCE COMPANY LIVE UP TO ITS OBLIGATION UNDER THE POLICY. As Professional Restoration Contractors, we recommend that you do so, out of a strong conviction that fair dealing, good workmanship, and ethical business practices benefit the insurance industry just as they benefit the public at large.
NOTE: This "Bill of Rights" has no intended objective other than to inform any interested parties to their rights and/or obligations when involved in an insurance repair claim.