Insurance claims, in plain words
Most large restoration jobs go through home insurance. Here is how claims usually work, what we can help with, and the questions worth asking your insurer. General information only: your own policy and your insurer have the final word.
The honest part first
We are a restoration company. We are not your insurer, your broker or your adjuster. Nothing on this page is a promise that a claim will be accepted or paid. Coverage depends on your policy wording and the cause of the damage, and only your insurer can decide it.
How claims usually work
Every insurer has its own process. This is the common shape of it in Nova Scotia.
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Step 1
Prevent more damage
Most policies expect you to take reasonable steps to stop things getting worse. Emergency work like extraction, tarping or board-up usually happens before the adjuster visits. Keep every receipt.
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Step 2
Report it to your insurer
Call your insurer or broker to report the loss. They will give you a claim number and tell you what happens next. You can call us before or after this step.
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Step 3
We document the damage
Photos, moisture readings, measurements and a written scope of work. With your permission, we share it with your adjuster.
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Step 4
The adjuster reviews it
The adjuster works for your insurer. They review the damage and the documentation, and may visit. They decide what the policy covers.
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Step 5
You get a decision
Your insurer tells you what is covered and what is not. Your deductible applies. If you disagree, your broker can explain your options.
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Step 6
Work and payment
Some insurers pay us directly when you sign a direction to pay. Others pay you. We explain the paperwork in plain words before you sign anything.
What we can and cannot do
We can
- Document the damage with photos, readings and a written scope
- Share our documentation with your adjuster when you ask us to
- Explain our estimate line by line, in plain words
- Bill your insurer directly when they allow it and you agree in writing
- Start emergency work right away so the damage does not grow
We cannot
- Decide whether your claim is covered. Only your insurer can.
- Promise that your insurer will pay for any part of the work
- Waive, cover or absorb your deductible. If a company offers this, be careful.
- Act as your adjuster or negotiate your settlement for you
Policy words, translated
The words you will hear on the phone with your insurer, in everyday language. Your own policy wording always wins.
Sudden and accidental
Damage that happens all at once, like a burst pipe. Many policies cover this type more readily than slow damage.
Gradual damage
Damage that builds over weeks or months, like a slow drip under a sink. Often excluded. Check your wording.
Sewer backup endorsement
An add-on in many Canadian policies that covers water backing up through drains. Not always included.
Overland water
Water that comes in from the ground surface during heavy rain or flooding. Usually a separate add-on.
Deductible
The part of the claim you pay yourself. It comes off the amount your insurer pays.
Additional living expenses
Some policies help with hotel or meal costs if you cannot live at home during repairs. Ask your insurer.
Direction to pay
A form you sign so your insurer can pay the restoration company directly. You do not have to sign it on the spot.
Have these ready when you call your insurer
- Your policy number, or your broker's name and number
- The date and time the damage started, as best you know
- What caused it, if you know (a pipe, a storm, a fire)
- Photos and videos taken before anything was moved
- A list of damaged belongings, even a rough one
- Receipts for anything you paid to stop more damage
Choosing a restoration company
Many insurers keep a preferred list. Before you decide, you can ask your insurer how choosing a different company affects your claim. A good company of any kind will welcome the question.
A word on deductibles
Your deductible is yours to pay. If a contractor offers to waive or absorb it, be careful: it can put your claim at risk. We will never offer that.
Paying yourself instead
For smaller jobs, some homeowners choose not to claim. Our costs page lists typical ranges so you can compare with your deductible.
24/7 emergency line
Start the work, keep the paperwork straight
Emergency work usually comes before the adjuster's visit. Call and we will make the home safe tonight and photograph everything your insurer is likely to ask for.
