Resource Guide

How a water damage claim works, and what we handle for you.

Most people file a homeowner's claim once or twice in their life. We work with insurance every day. Here is what to expect and where we fit in.

Step by step

1
Report the loss
Call your insurance company or file online. Write down your claim number.
2
Start mitigation
You do not need to wait for an adjuster to start drying. Your policy expects you to prevent further damage, and waiting can make damage worse.
3
Adjuster assignment
Your carrier assigns an adjuster, who may visit in person or review photos and documentation remotely.
4
Documentation
We send photos, moisture readings, drying logs, and an itemised Xactimate estimate.
5
Review and approval
The adjuster reviews scope and pricing. We answer their questions about the work.
6
Repairs
Once repairs are approved, we schedule the rebuild.
7
Payment
We bill your carrier directly. You pay your deductible and any items not covered.

Our correspondence with your insurance

We keep your adjuster updated so you do not have to relay messages. That includes:

Sending initial photos and the scope of work
Sharing drying logs and moisture maps
Submitting estimates for mitigation and repairs
Answering questions and providing supporting documentation
Sending final invoices and completion photos

How we match your flooring: ITEL samples

When flooring needs to be replaced, your insurance company needs to know the value of what you had — not just a generic estimate. That is where ITEL comes in.

What is ITEL?

ITEL is an independent third-party laboratory that identifies and values flooring, countertops, and other finish materials. We take a small sample of your existing floor — typically a piece about the size of a coin cut from an inconspicuous area — and mail it to ITEL. Their lab identifies the exact product, manufacturer, and current replacement cost.

The ITEL report goes directly to your insurance adjuster. It gives them an objective, defensible number for your flooring replacement — which means your estimate is based on what you actually had, not a generic line item that may undervalue your floors.

Why it matters for your claim

Prevents your adjuster from substituting a cheaper generic material.
Gives you a documented basis to push back if the estimate is too low.
Works for hardwood, tile, carpet, laminate, vinyl plank, and most other finish flooring.
The cost of the ITEL sample is typically included in your mitigation estimate.

What you will pay

Your deductible, usually due when work begins or at completion.
Anything not covered, such as upgrades you choose or items your policy excludes.
Depreciation in some cases, depending on your policy — it is often recoverable after repairs are finished.

If your claim is denied or you do not file one, we will walk you through the most cost-effective options for paying out of pocket.

Good to know

You have the right to choose your own restoration company. Your insurance may recommend a vendor, but the choice is yours.

We can explain your estimate and the work, but questions about your coverage and policy terms are best answered by your agent or adjuster.

Terms you will hear

Deductible

The amount you pay before insurance pays.

Mitigation

Emergency work to stop damage from spreading.

Scope

The list of work to be done.

Xactimate

Estimating software most insurers use to price repairs.

ACV

Actual cash value: replacement cost minus depreciation.

RCV

Replacement cost value: the cost to replace with like kind and quality.

Recoverable depreciation

Money held back until repairs are complete, then paid.

Supplement

An added estimate for damage found after work started.

Questions about your claim?

Call us. We work with insurance every day and can walk you through it.

Call (206) 928-2937