Questions, answered plainly
The questions we hear most on the 24/7 line. If yours is not here, call and ask. A person will answer.
Emergencies
Do you really answer 24/7?
Yes. The emergency line is answered by a coordinator at all hours, including holidays. Office tasks like billing wait until weekday hours.
How fast can a crew get to me?
In the urban core we aim to be on site within 90 minutes. Suburbs are usually about two hours and outer communities two to four. Weather and storm volume change that, and we will tell you the real window when you call.
Should I call 911 or you?
If there are flames, smoke, a gas smell, or someone is hurt, call 911 first. Call us once everyone is safe.
Is there a charge for the emergency visit?
The assessment is free. You only pay for work you approve. Make-safe work at night is explained and agreed before it starts.
Insurance
Will my insurance pay for this?
We cannot tell you that, and nobody but your insurer can. Coverage depends on your policy and the cause of the damage. Call your insurer or broker to report it. We will document everything they usually need.
Do I have to use the company my insurer suggests?
Many insurers have a preferred list. You can ask your insurer how choosing a different company affects your claim before you decide.
Do you bill my insurer directly?
When your insurer allows it and you sign a direction to pay, yes. You still pay your deductible. We never offer to waive or cover it.
Should I wait for the adjuster before calling you?
No. Most policies expect you to prevent further damage. Emergency work usually happens first. We photograph everything before we touch it.
Mould
Is mould dangerous?
Most household mould is a nuisance more than a danger, but it can bother people with asthma, allergies or weak immune systems. Keep them away from the area and talk to a doctor if anyone has symptoms.
Can I clean small spots myself?
Small spots on hard surfaces, smaller than a doormat, can usually be cleaned with soap and water while wearing gloves and a mask. Do not dry-brush or sand it.
Why do you look for leaks on a mould job?
Mould only grows where there is moisture. Removing mould without fixing the moisture means it comes back.
Fire and smoke
When can I go back inside after a fire?
Only when the fire department says the building is safe. Do not turn on power or heating until they are checked.
Can I clean the soot myself?
Please do not wipe it with water or household cleaners. It smears and can set into paint. Wait for a soot test so the right method is used.
Will the smoke smell go away?
Yes, when it is removed at the source. We clean, seal where needed and filter the air. We do not use perfumes to cover it.
Costs and billing
How much will it cost?
Our costs page lists typical ranges for homeowners paying directly. Your written estimate comes after we see the damage. Insurance jobs are priced to the insurer's guidelines.
Do you take payment plans?
For work you pay yourself, we offer payment over three months on approved estimates. Ask the office for details.
Is the estimate free?
Yes. Assessments and written estimates are free. Third-party testing, if you want it, is a separate cost we tell you about first.
Still have a question?
Email help@harbourandhearth.example during office hours, or call the line any time.
24/7 emergency line
Damage in your home tonight?
Call the 24/7 line and a person will answer. If the damage has already stopped, the online intake takes about three minutes and we call you back.
