Many of our customers have similar questions and concerns about our work, insurance issues, or what to expect. We've tried to answer the most common ones here, but if you have a question we overlooked, please call us or send an email. We want you to be comfortable with every aspect of our service, and we're happy to answer any question we can.

• I've had some damage. What should I do first?
• But there's water or soot or gunk everywhere! Shouldn't I do something?
• Can you come now?
• This looks expensive. Does my insurance cover it ?
• Who's side is the insurance adjuster on ?

I've had some damage. What should I do first?

Your first step is to contact your insurance agent or company as soon as possible and report the claim. You should have all important information such as your policy number available. Be prepared to provide as much information as possible regarding the nature of the claim and the type of damage involved.

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But there's water or soot or gunk everywhere! Shouldn't I do something?

Most insurance policies require you to mitigate loss. In other words, you should take whatever steps needed  to reduce and control additional damage that could occur because of the initial incident. For example, if the hot water heater breaks and floods your house, you have a responsibility to extract the water from the carpeting as soon as possible. You can extract the water yourself, or call a professional cleaning and recovery firm - like us.

There are some things you shouldn't do. Here is a list of tips from the National Institute of Disaster Restoration.

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Can you come now?

Yes. Our specialists are on call 24 hours a day. If you live within 60 miles of Lynchburg, we'll be there within 2 hours.

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This looks expensive. Does my insurance cover it ?

Hmm. That's a tough one. We haven't seen your policy, so we really don't know. Go back up to the first answer and call your insurance agent. He'll be able to tell you more about your specific coverage. 

We can tell you (very generally) some of the common damage that is typically covered by many homeowner and business insurance policies that we handle. This list is not complete. Your individual policy may cover more or less than what is referred to here. Your agent and subsequently the adjuster are the experts.

Storm and Weather Related Damage

Roof collapse due to excessive rain or snow and ice. Damage from fallen trees, limbs, and flying debris. Hail, wind and lightning damage to roof shingles, vent stacks, wind turbines, chimneys, chimney caps, skylights, solar collectors, satellite dishes, A/C Units, gutters, siding, windows, window screens, shutters, exterior light fixtures, entry doors, storm doors, garage doors, awnings, patio covers and decks, storage sheds, pool equipment, and pool decks. Interior damage also occurring as a result of these events.

Fire Damage

A fire in itself causes considerable damage to a structure. However, the resulting smoke can also  damage adjacent areas not directly burned. More damage can be caused by firemen and water as they attempt to extinguish the fire.

Water Damage

Water damage can result from a variety of sources: roof leaks, gutter backups, skylight and chimney leaks, vent stack leaks, lawn sprinkler systems, plumbing lines, shower pan failures, frozen pipes, slab leaks, and appliance failures.

Water leaks can cause damage to flooring, baseboards, door trims, sheetrock, paneling, wall framing, and base cabinets. Shower pan leaks can cause damage to shower stall walls, framing, and adjacent flooring.

Vandalism

If your home or business is vandalized, most of the damages incurred should be covered including cosmetic damages to walls and ceilings, flooring, cabinets, appliances, fixtures, etc.

Vehicle Damage

If your home or business is hit by an automobile, truck, bus, or airplane the resulting damage is generally covered,  including all exterior and interior repairs. In addition, damage resulting from falling debris from an airplane or helicopter would typically be covered.

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Whose side is the insurance adjuster on ?

The adjuster is employed, directly or indirectly, by your insurance carrier. He (or she) makes sure that payments made for your loss are consistent with the terms and conditions of your insurance policy. To that extent, the adjuster is neither on the side of the insurance carrier nor the side of the insured. Many people assume they'll receive payment for a claim only after a battle with their insurance adjuster. Our experience is that the majority of the time, you are properly compensated for the damage that occurs according to your policy's language.

Some contactors take a very adversarial position with insurance companies. They may try to convince you that your insurance adjuster's primary concern is to save the insurance company money and so will attempt to pay you as little as possible for your loss. They may even go as far as to promise you that if you sign a contract with them, they will guarantee that you will receive more money for your loss than you will receive if you deal with your insurance company on your own. 

We take a different approach. We work closely with your insurance adjuster to justify our estimate of repairs and all associated unit costs. Our goal is to help both the you and the insurance adjuster settle your claim in a quick and efficient manner. We believe cooperation with both the insurance company and their adjusters yields more positive results.

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