During a Water Damage FAQ

9/1/2016 (Permalink)

Water Damage in a basement

Arrival of Technicians (Initial visit):

1. Upon the technician's arrival they will need a tour of the area that have water damage.
2. They will take moisture readings to determine what materials are affected. (i.e. carpet, carpet pad, drywall, baseboard, etc...)
3. Once the technicians locate the wet materials they will determine whether the materials can be dried. Some materials are made in a way that they can not be dried due to their composition (i.e. insulation, ceiling tiles, carpet pad, etc...). Some materials dry very well in the correct conditions (i.e. carpet, subfloor, true hardwood flooring, etc...).
4. The lead technician will explain to the property owner what needs removed vs. dried before work begins and will notify you if any changes come about.

Monitoring Visit:

1. The drying time of most water jobs is 3-5 days.
2. The techs will need access to the property to check the status of drying and to complete their on-going documentation.
3. They will make the visit with the customer for the best time inside of the standard working hours (8am-4pm : this will include monitoring on weekends and holidays as well).
4. Depending on the size of job will determine how long their visit will be each day, most water loss jobs take a 30-60-minute visit when it’s in progress.
5. We can provide a lock box to store your house key so the techs can access the home without the customer having to leave work. Or another family/friend may grant SERVRO access.
6. During the drying process it is not uncommon to experience an odor in the first few days of drying. The smell is due to the evaporation process. Therefore anything the water has come in contact with may cause an odor which is released into the air during drying (i.e. pet smells).

Final Visit:

• During the final visit the technicians will be removing the drying equipment. This usually takes approximately 60-120 minutes. The will need the homeowner to be home for this visit to complete the final paperwork for the insurance companies file.

Coverages/Cost:

1. SERVPRO professionals are not permitted to comment regarding any insurance coverage. Only the insurance professional (i.e. adjuster) will have that information.
2. The deductible is the amount a home insurance policyholder must pay out of pocket for a covered claim. The insurance adjuster will explain where/when this amount is to be paid.
3. Payment for services performed is due typically within 15 days after claim is submitted to insurance company.
4. SERVPRO of Chambersburg will send the insurance company an estimate/bill for the services provide. From then it’s common for the insurance company to release the payment to the customer home address. Once the homeowner receives the amount from the insurance company then it is time to pay SERVPRO for the services. Payment can be made by check or credit card.

Common Questions:

1. How long will the drying take? Typical 3-5 days. The onsite technician can provide daily updates as to the progress.
2. Is the equipment going to run all day? Yes, the equipment should only be ever move or turned off. If an emergency happens and the equipment is off it needs to be brought to the SERVPRO professionals attention asap.
3. Windows/Doors Open or Closed? Ask your SERVPRO professional. However, it is best to prevent any outside air entering the home. Interior doors should be left the way the technicians left them. They may be trying to concentrate drying in one room or dry two room with one dehumidifier that needs access to both air spaces.
4. Temperature Ideal for Drying? 70-90 Degrees. We understand that the temperature at times may be uncomfortable however for drying to be performed correctly it must stay in this range.
5. How to get a copy of the documents you signed with SERVPRO? Provide your email address to the technicians and it will automatically send the documents over the next 24-hour period. You may also request tech to bring a print copy on their next visit.

• Wet Hardwood Floors:  Real hardwood floors can be dried in the right conditions. The length that the water was in contact with the material will make in impact to the restorability. We utilize specialize drying systems that forces air into the floor. Due to the density of the hardwood floors it may take 3-6 weeks after the drying equipment is removed before they return to their natural shape. Some floors will need to be sanded and refinished. You &  your insurance adjuster will be advised of the recommendation for refinishing or replacement, the decision is the between you and the insurance.

1. Can my carpet be restored or will they have to be replaced? The technician will attempt to salvage uncontaminated water damage carpet. There are a few items the technicians  will look for that would classify the carpet as unsalvageable. If any of the items below are found, SERVPRO will notify the insurance company/adjuster to determine the next plan of action.
1. Delamination (when the backing separates from the carpet)
2. Permanent Stains caused by water damage
3. Sewage contaminated carpet

• Electric Bill? There is a lot of pieces of equipment in your home to dry out the property and they do need electricity. How much will it affect your bill? Each piece of equipment will affect your bill about $1 per day.

1. Example 15 pieces of equipment for 3 days.= $45

• Who’s responsibility for paying for these services? Ultimately the customer/property owner are responsible for the payment. The property owner will need to sign our standard forms that will authorize SERVPRO to perform the dryout, and acknowledgement of the payment terms.

• If this is an insurance claim, SERVPRO will submit the billing to the insurance company & the customer.(typically within 10 business days from the date it was completed the drying)

• After the insurance companies review the file, they commonly issue the check to pay for the services to your home. You will need to forward SERVPRO the funds for the amount of the bill/invoice that you received after the drying was completed.

1. When you have questions it’s best to call to the SERVPRO office and they can provide detailed instructions for you.
2. If the claim is not coverage, or you do not submit a claim, you will be expected to pay for the services at the time of the services in full.