PROPERTY RESTORATION HANDBOOK A guide to navigating the restoration of your property after a loss
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PROPERTY RESTORATION HANDBOOK
A guide to navigating the restoration of your property after a loss
Water, fire or storm damage to your property can be a
traumatic life event and we understand that disasters happen
at the most inopportune times. This guide is designed to
assist you to manage all the phases of disaster recovery
from emergency through to reconstruction.
TABlE Of CONTENTS
5 Our services
6 How we can help
7 Key stakeholders
8 What happens now?
10 Your role
11 Important forms and documents
12 Our role
14 Emergency response
16 Contents restoration
17 Vacating the premises
18 Property restoration
20 Frequently asked questions
4
JOB DONE RIgHT
In the unfortunate event that you experience a disaster, no matter how big or small, please know that ProStar is here to support and assist you.
Each disaster scenario and client is unique and requires special attention. ProStar Cleaning
and Restoration is here to help. Our team responds to emergencies 24/7, 365 days a year—
when you need us most. And, our responsive, knowledgeable and professional experts
help get your life and home back to normal as quickly as possible.
As a proudly local company we truly care about helping you get back on your feet.
We believe in a Job done right. This means we will never compromise on the quality
workmanship demanded both by industry standards, and ourselves. Our conscientious,
congenial and cooperative staff are people you can trust to care for your home or business.
The information in this guide is designed to help you navigate through your loss. It will
help you gain clarity about how the restoration process works in conjunction with
related stakeholders (from insurance adjusters to property managers and restoration
professionals). Please read this guide carefully and feel free to address your questions to
any of our knowledgeable team members.
Sincerely,
Jodi Scarlett
President, Owner and General Manager
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OuR SERvICESDisasters don’t discriminate. ProStar understands how stressful these unexpected surprises can be.
A quick response is critical to preventing further damage to your property. ProStar’s IICRC (Institute of Inspection Cleaning and Restoration Certification) certified emergency crews handle all emergencies.
As a full-service firm, our professional onsite construction and restoration managers can help speed up the restoration process to get your property and belongings back to pre-loss conditions as soon as possible.
ProStar’s services include Emergency Services, Restoration and Remediation for:
• Fire • Wind • Break and Enter• Smoke • Hail • Vehicle Impact• Water • Lightning • Contents Restoration• Sewer • Biohazard • Mold Remediation
• Crime Scene / Trauma • Asbestos Abatement
We also provide a full range of Construction services to help restore your property to pre-loss condition after the emergency portion of the work is handled, such as:
• Insulation / Vapour Barrier • Flooring • Windows and Doors• Drywall • Plumbing • Eavestrough• Paint • Electrical • Foundations• Cabinetry • Structural Repairs • Framing• Countertops • Roofing• Finish Carpentry • Siding
We even clean everything up at the end, so you won’t have a mess to worry about.
ProStar’s full range of cleaning services includes:
• Residential Maid Service • Carpet Cleaning • Janitorial
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HOW WE CAN HElP Damages to your property arising from water, fire and storms, to name a few, can cause unwanted side effects of confusion, frustration, stress and financial worries. You can rest assured when you call ProStar—unlike for most property owners, it’s not our first emergency.
Here are a few ways we offer you peace of mind immediately, throughout and after the restoration process:
SCOPE Of WORK We adhere to the IICRC procedural guidelines for emergency response. This way you know your property has been restored to the highest possible standard and within the parameters expected by your insurer and the restoration industry.
PRICINg ProStar’s prices are determined by an independent third party firm called Xactimate which sets pricing adhered to throughout the insurance industry. Because our pricing is standardized and set by an independent company (and most of our competitors use the same price list), you never have to worry about checking prices when you have an emergency situation on
your hands. The restoration process is time-sensitive—this is one way the insurance industry speeds up your ability to attain restoration services quickly. By combining both the standardized scope of work guidelines provided by the IICRC with standardized pricing provided by Xactimate, insurance companies are confident that they receive a fair market price for work performed.
DOCumENTATION ProStar strictly follows industry standard protocol and documentation process. This includes a thorough inspection of your property, including photographs, humidity levels and moisture content readings of structural materials. When our job is complete you can rest assured that not only have we remediated your property, but that we can prove it!
EquIPmENT AND ExPERTISE We utilize professional equipment and techniques to maximize mitigation efforts from the moment we receive your call. Our experts know what to do in all situations to ensure structures are safe and dry as quickly as possible.
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STAKEHOlDERSGood communication is essential to ensuring the restoration process runs its course in a timely manner. To communicate effectively, it is important to understand the key stakeholders involved in a loss.
PROPERTY OWNER the person or group of people who own the structure impacted by the loss.
PROPERTY mANAgER the person representing the condominium board or landlord.
INSuRED the person who holds the insurance policy.
INSuRANCE BROKER/AgENT the person or vendor from whom you bought your insurance policy. Although this person can help facilitate the claims process, the broker/adjuster who sells you your policy is not the insurer.
INSuRANCE COmPANY/INSuRER the provider of your property’s coverage as outlined in your insurance policy. This is the entity you will call to open your claim.
INSuRANCE ADJuSTER the person assigned by your insurance company who is responsible for reviewing your claim and making coverage decisions pertaining to your insurance policy.
RESTORATION PROvIDER/CONTRACTOR the company you select (in this case, ProStar) to perform the necessary repairs to your property and belongings.
DID YOu KNOW? There are instances where the owner and the insured are NOT one and the same. for example, if you are a tenant who lives in a property and holds a tenant policy, you are the insured under your policy even though you don’t own the property. In such a case, there would be two insureds—the property owner (who holds a policy on the structure) and the tenant (who holds a content policy to cover their personal belongings).
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WHAT HAPPENS NOW?Regardless of whether or not this is your first emergency situation, you are likely at a loss as to what happens next. There are three critical phases to disaster recovery. We are here to help you and recommend you take these first steps:
PHASE 1 EmERgENCY • Average time frame: (3 – 7 days)
CRITICAl ACTIONS • Respond to the emergency situation and work to mitigate damage as quickly as possible. Open a claim with your insurance provider.
DESCRIPTION • The first stage in a fire, flood/sewer back up, or storm damage cleanup is referred to as “the emergency.” This is the stage whereby the source of the damage is eliminated and/or corrected and the structure and contents are returned to a safe and dry state. The insurance industry commonly refers to the event that caused the damage as “the loss.”
The amount of time required for the Emergency Phase depends on the length of time it takes for the structure to dry or be made safe. On average this phase lasts 3 to 7 days unless there are extenuating circumstances.
PHASE 2 ADmINISTRATION • Average time frame: (2 – 8 weeks)
CRITICAl ACTIONS • Assess the full extent of damages, fully document the loss and select a contractor to perform repair work.
DESCRIPTION • When the structure is dry and safe, the Emergency stage is over. At this time, the loss moves into the Administration Phase, where the immediate hazards have been handled and the structure has been re-established to a safe and dry condition, but BEFORE any repairs are made to the property.
The amount of time required for the Administration Phase varies greatly depending on the scope of work and how busy the insurance adjuster is. Additional time should always be expected for large losses or losses that occur during a catastrophic event. On average, this phase lasts 2 to 8 weeks but can be much longer if there are extenuating circumstances or seasonal factors that impact the estimating process.
PHASE 3 RECONSTRuCTION • Average time frame: (2 – 16 weeks)
CRITICAl ACTION • Return the property to pre-loss condition.
DESCRIPTION • The Rebuild or Reconstruction Phase is the process by which the property is restored to its “pre-loss condition.” In this phase, you will work with the disaster restoration company you selected to facilitate repairs to the property.
If your claim is accepted, usually all invoices for work performed are sent directly to the insurer for payment.
The insurer will either pay the contractor directly or at times issue a co-payable cheque that will require a signature from the property owner to release payment to the contractor. In most cases, you are also responsible for payment of the policy deductible.
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PROPERTY OWNER RESPONSIBIlITIES CHECKlIST:
EmERgENCY PHASE
Call the professionals at ProStar to assist you with damage mitigation.
Call your insurance provider and open a claim.
Provide the following details to ProStar: claim number, adjuster’s name and contact information.
ADmINISTRATION PHASE
Provide access to your property as needed for assessment purposes.
Provide documentation as required by your insurance adjuster.
Select contractor to perform repairs. Make arrangements for payment of
your deductible in consultation with your adjuster.
RECONSTRuCTION PHASE
Provide access to your property as needed for repair purposes.
Make material selections as needed (e.g. flooring, cabinetry, paint colours, etc.).
Ongoing communication with ProStar including performance of a final walk through and approval of a completion certificate.
INSuRANCE COmPANY RESPONSIBIlITIES:
» Assesses the damage and makes critical decisions with respect to coverage.
» Documents the damage to create a plan (referred to as the “scope” of work) for necessary repairs to both the property and your belongings (referred to as “contents”).
» The goal of the insurance company is to restore the insured to a “pre-loss condition” with quality work at a fair cost.
» Gathers one or more repair or reconstruction estimates, at which point you (the insured) are free to choose the service provider you wish to repair your property.
In the event that the service provider that you choose is not the lowest bidder, it is the adjuster’s role to settle the claim with you. It is important to note that you are not obligated to choose the lowest bidder or a preferred vendor of the insurer, but rather to come to agreement with the insurer around the scope of repairs required and a fair price associated with that scope of work. Contractor selection is always at your complete discretion.
WHAT HAPPENS NOW?Regardless of whether or not this is your first emergency situation, you are likely at a loss as to what happens next. There are three critical phases to disaster recovery. We are here to help you and recommend you take these first steps:
PHASE 1 EmERgENCY • Average time frame: (3 – 7 days)
CRITICAl ACTIONS • Respond to the emergency situation and work to mitigate damage as quickly as possible. Open a claim with your insurance provider.
DESCRIPTION • The first stage in a fire, flood/sewer back up, or storm damage cleanup is referred to as “the emergency.” This is the stage whereby the source of the damage is eliminated and/or corrected and the structure and contents are returned to a safe and dry state. The insurance industry commonly refers to the event that caused the damage as “the loss.”
The amount of time required for the Emergency Phase depends on the length of time it takes for the structure to dry or be made safe. On average this phase lasts 3 to 7 days unless there are extenuating circumstances.
PHASE 2 ADmINISTRATION • Average time frame: (2 – 8 weeks)
CRITICAl ACTIONS • Assess the full extent of damages, fully document the loss and select a contractor to perform repair work.
DESCRIPTION • When the structure is dry and safe, the Emergency stage is over. At this time, the loss moves into the Administration Phase, where the immediate hazards have been handled and the structure has been re-established to a safe and dry condition, but BEFORE any repairs are made to the property.
The amount of time required for the Administration Phase varies greatly depending on the scope of work and how busy the insurance adjuster is. Additional time should always be expected for large losses or losses that occur during a catastrophic event. On average, this phase lasts 2 to 8 weeks but can be much longer if there are extenuating circumstances or seasonal factors that impact the estimating process.
PHASE 3 RECONSTRuCTION • Average time frame: (2 – 16 weeks)
CRITICAl ACTION • Return the property to pre-loss condition.
DESCRIPTION • The Rebuild or Reconstruction Phase is the process by which the property is restored to its “pre-loss condition.” In this phase, you will work with the disaster restoration company you selected to facilitate repairs to the property.
If your claim is accepted, usually all invoices for work performed are sent directly to the insurer for payment.
The insurer will either pay the contractor directly or at times issue a co-payable cheque that will require a signature from the property owner to release payment to the contractor. In most cases, you are also responsible for payment of the policy deductible.
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1 Stay calm.2 Mitigate damage by calling for expert
help from ProStar.3 Call your insurance company and open
a claim.4 Communicate your claim information to
ProStar and other relevant stakeholders (see stakeholders section, page 7).
5 Allow ProStar to perform emergency services as needed. Resist the temptation to modify the environment, including repositioning equipment or adjusting temperature. We have positioned the equipment to work optimally, and any changes you make could delay or harm the process.
6 Provide access to your property (a key is best) as needed for assessment and repair purposes.
7 If you are staying in the property during remediation, ensure the safety of children and pets by keeping them away from materials and equipment.
8 Provide documentation as required by your insurance adjuster.
9 Review the restoration scope and address any questions with the Project Manager.
10 Inform your adjuster of your decision pertaining to contractor selection (i.e. I have decided to use ProStar for the reconstruction of my property.)
11 Make arrangements for payment of your deductible in consultation with your insurance adjuster.
12 Make material selections as needed (e.g. flooring, cabinetry, paint colours) in a timely fashion.
13 Participate in timely and ongoing communication with ProStar including (as applicable): contents listing and valuation, performance of a final walk-through of the property, and signing and returning the Certificate of Completion.
14 Make arrangements for repair of the original source of the damages (i.e. broken pipe, plumbing fixture, etc.) as costs pertaining to this aspect of the repairs are typically not covered by insurance.
PlEASE lEAvE EquIPmENT RuNNINg AT All TImES as turning it off will prolong the amount of time the equipment must remain on your property. Do not reposition the equipment. Beware of safety hazards such as cords, protruding nails and exposed tackless strip. Do not adjust the thermostat in your home as temperatures are carefully controlled to promote optimal drying and avoid secondary damage that can be caused by condensation.
YOuR ROlE – PROPERTY OWNER’S RESPONSIBIlITIESWhile we do our best to provide support and answer any questions you may have during this difficult time, it is essential that you are aware of the role you play in ensuring a smooth restoration process.
We recommend that you take the following actions:
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Documents provided by ProStar:
WORK AuTHORIzATION the document you sign at the beginning of the emergency process to allow ProStar to begin work at your property.
SCOPE Of WORK the document that ProStar produces after the emergency services are rendered outlining the scope of repair. This scope is reviewed and accepted by your insurance company prior to the commencement of any repair work.
AuTHORIzATION TO REPAIR the document you sign allowing ProStar to commence repair work on your property.
CHANgE ORDERS the documents that outline any changes to the approved insurance scope of work and the associated costs (if applicable).
CERTIfICATE Of COmPlETION the document you sign at the end of each phase of the process indicating the scope of work has been completed in full.
Documents provided by your Insurance Provider:
PROOf Of lOSS A formal statement made by a policyholder to the insurance company regarding a claim, which specifies its circumstances and the amount of loss.
SCHEDulE Of lOSS A detailed list of all your belongings determined to be non-restorable. This list is used to assign a replacement value to these non-restorable contents. Your time and effort is required in compiling the information required to determine replacement value of these items. This includes makes, model numbers, date of purchase and original purchase price. When applicable, ProStar’s content restoration division will assist with this process, but your time, effort and contributions are vital.
ImPORTANT fORmS AND DOCumENTSAs with any process where multiple stakeholders are involved, there is some paperwork required. Please read all forms and documents carefully before signing.
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WHO WE ARE We are independent contractors and are not under the direct employ of an insurance company. In many cases, insurance companies have performed a thorough check of our facility, capacity, credentials, capability, service, quality of work and warranty, and have subsequently designated us as “Preferred Service Providers” or “Preferred Vendors.” In this scenario, you are our client and we work to restore your property and belongings to pre-loss condition. The insurance company pays us on your behalf to perform this service. You are responsible for any portion of work the insurance company does not pay for, such as the deductible.
WHAT WE DO Restoration contractors are professionals who specialize in restoring (or remediating) damaged property. We combine the expertise of both building contractors and specialty cleaning companies to provide a full service specifically tailored to clients experiencing insured losses.
We specialize in losses of all types including fire, smoke, water, sewer, bio-hazard / trauma / crime scene, odour, mold, wind, hail, lightning, vehicle impact, break and enter and vandalism. Science, technology, specialized equipment and chemicals are used to address these situations.
Restoration contractors work under a very strict, specific set of guidelines as to what is or is not to be included in an insurance claim. We do not attempt to interpret insurance coverage or make decisions with respect to insurance coverage—this is the responsibility of the insurance adjuster and is outlined in the scope of work document.
PROSTAR’S ROlE – RESTORATION PROvIDER’S RESPONSIBIlITIES
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OuR ETHICS Restoration contractors are governed by the IICRC, a non-profit certification body founded to establish and monitor educational programs and standards for the inspection, cleaning and restoration service industry.
Restoration contractors apply the guidelines provided by the IICRC to restore property and contents. We abide by the ethical standards as published and taught by the IICRC. We comply with insurance industry standard pricing and protocol and work with insurance adjusters to return your property to pre-loss condition as quickly as practical.
OuR TEAm mEmBERS Restoration contractors utilize a combination of technicians (employees) and outside contractors (sub trades) to perform services in your home. We act as general contractors who employ the appropriate people with the correct skill set to get the Job done right. Our employees and sub trades are all police-clearance checked, bonded and WCB-covered for your protection.
OuR SCOPE Of WORK If additional work comes to light following the scope of work being authorized, we must first get approval from the insurance adjuster prior to proceeding with additional work. If changes to the scope of work are to be incorporated (e.g. upgrades), a change order must be processed and additional costs related to the upgrade must be borne by the insured.
OuR COmmuNICATION Restoration contractors are the hub of communication in the insurance claims process. We work with all the stakeholders as required to expedite repairs to your property. When in doubt as to which correspondence should go to which party, we are an excellent place to start with your questions. Your project manager can direct you to the correct person to answer your questions throughout the restoration process.
OuR PRICINg ProStar’s prices are determined by an independent third party firm called xactimate which sets pricing adhered to throughout the insurance industry. Because our pricing is standardized and set by an independent company (and most of our competitors use the same price list), you never have to worry about checking prices when you have an emergency situation on your hands. The restoration process is time-sensitive—this is one way the insurance industry speeds up your ability to attain restoration services quickly. By combining both the standardized scope of work guidelines provided by the IICRC with standardized pricing provided by xactimate, insurance companies are confident that they receive a fair market price for work performed.
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YOuR PRImARY DuTY in an emergency is to mitigate damage. Your best first step in this process is always to call restoration profes-sionals for help.
It is important to ensure the situation is SAfE before you attempt to do any work inside the structure on your own.
In the case of fire and smoke, it is almost always best to wait for the professionals.
In the case of water, you must first consider hazards related to the current, electricity and possible overhead hazards such as ceilings.
In the case of severe storms, it is best to remain indoors away from glass and windows during the period of inclement weather.
If you return to your property and suspect it has been burglarized, do not go into the house!
Always call police from a safe, outside location.
In an emergency situation it is important to stay calm and keep your wits about you. It is best to call for professional help immediately. Emergency service providers such as Restoration Contractors have 24 hours a day, 365 days a year service, with a standard 2 hour response time. Occasionally, in situations where catastrophic events have occurred in an area, wait times can be extended.
IN THE EvENT Of WATER DAmAgE
Take steps immediately to protect your property from further damage.
» Board up holes or shut off water supplies to ensure your belongings are not damaged more than they have been.
» Move items out of wet basements and away from flooded parts of your home.
Be careful! Do not turn on any electrical switches until your electrical system has been checked.
» Turn off your main switch by standing on a dry surface and using a piece of heavy rubber, plastic or dry wood.
» If you have gas service, check for fumes. If you notice an odour, call the gas company immediately.
Report the damage to your insurance representative immediately.
» Standing water and wet materials are a breeding ground for micro-organisms such as viruses, bacteria and mold which can cause disease, trigger allergic reactions and continue to damage materials long after the flood. Mold growth can start in less than 48 hours.
» Save receipts for materials you use. Insurance providers will cover any reasonable cost associated with protecting your property if the loss is covered by your policy.
Content from this page taken from Intact Insurance, (n.d) “Intact Insurance’s Claims In The Event of Property Damage” [online] available at: https://www.intactinsurance.com/in-the-event-of-property-damage-alberta.html
DuRINg THE EmERgENCY: WHAT TO DO
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IN THE EvENT Of fIRE
gET OuT AND STAY OuT!
If you smell smoke or see flames, get everyone out of the building immediately.
» During a fire, the air is cleaner near the floor.
» Get down on your hands and knees and crawl to an exit.
» Close doors to slow the spread of smoke and flames.
» Agree on a meeting place, go there and “take attendance” to be sure that no one is left inside the building.
CAll THE fIRE DEPARTmENT!
» Phone the fire department from outside the building and give the complete address of the fire.
» Don’t hang up until you’re told to do so.» Be sure that no one goes back inside the
building for any reason.» Tell the fire department if anyone is
trapped inside the building.
DON’T fIgHT fIRE uNlESS…
1 Someone has called the fire department; and
2 You still have a clear exit; and3 You have the right tools and know
exactly what to do.
Remember: things can be replaced – you can’t.
IN THE EvENT Of WIND/HAIl
» Secure all doors and windows. Prevent a sliding glass door from opening by inserting a dowel into its track.
» Make sure any outdoor furniture and fixtures are brought in to prevent them from doing damage.
» During a storm, stay away from glass windows and doors and seek refuge in an interior room with no windows.
» Avoid using electrical appliances.» Take care of your pets. A storm can be
a frightening experience, and they could injure themselves or even you, if panicked. If necessary, secure pets in carriers.
» Do not light candles or lanterns. They could get blown over causing a fire.
» Never go out during the storm. High winds can send debris flying right into you, causing injury.
» After the storm clears, and you come out, beware of down power lines and gas leaks. Stay away from heavily damaged areas. Listen to your radio for instructions.
» IF THERE IS A STORM IN THE MAKING, KEEP UP WITH ITS PROGRESS. IF YOU ARE TOLD TO EVACUATE, DO IT!
IN THE EvENT Of THEfT AT HOmE
» If you return home and find your door or window ajar, go to a neighbour’s home and call the police.
» In the event of a surprise encounter with an intruder, attempt to flee. If you are blocked in, remain still and allow him to leave. Do not attempt to detain him, as he may be armed. Your television is replaceable, but you are not!
» Call the police immediately. The sooner they arrive, the greater the chance that your possessions will be recovered.
» While you wait for the police to arrive, don’t touch anything or attempt to clean up the mess. You may ruin important evidence.
» When the police arrive, provide them with a copy of your inventory. This will make it easier to identify a suspect who is caught with your valuables.
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In emergency situations, it is critical to address both the structure and the belongings that fill it. These belongings are referred to as “contents.” Every effort is made to keep as many of your possessions onsite in times of emergency. However, sometimes this is not feasible and your belongings will need to be removed from your premises for processing.
In the event your contents need to be pro-cessed away from your home, we will send trained contents personnel to your home to pack your belongings for transport to our heated, environmentally-controlled facility for processing. This stage is called a “pack out.”
During the “pack out” we create a general inventory of items removed, including a list of all of your freestanding contents, a list of the boxes, a general description of the contents inside the boxes and a photo of the contents inside each box.
When the contents are received into our facility, they are then unpacked, assessed, photographed in more detail, listed, cleaned or restored as applicable and repacked for storage. We often retain items in storage until the rebuild process is completed or until such time as you are ready to receive your contents back.
In the event that your contents are processed offsite at our facility, our goal is to clean, repair and return your items in a timely fashion, including the following:
» A general inventory including photographs of what has been removed.
» A detailed inventory including photographs of any items that appear to be unsalvageable.
When your belongings are involved in an insurance claim, a significant amount of your time and effort is always required. Your patience and participation in this process is greatly appreciated.
IT mIgHT BE DIffICulT to see your personal belongings handled by strangers. Rest assured that we are trained professionals and are here to help. We endeavour to treat your belongings with care and respect. Please inform us of valuable or sentimental items so that we may address each item on a case-by-case basis.
CONTENTS RESTORATION
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In many instances, you are able to continue living and working in your property throughout the Emergency, Administration and Rebuild process. Some disruption is anticipated but is not considered insurmountable. However, in some instances, continued occupancy of the premise is not feasible. In order for coverage to apply under insurance, the insurance adjuster (NOT the restoration contractor) must determine that the property is unfit for occupancy. Some commonly considered factors in this decision may include:
HEAlTH If the occupants are not fit to occupy the structure due to ongoing medical conditions or immune compromise.
SAfETY If the structure is not safe for occupancy due to structural instability, contamination or other hazards.
lACK Of BASIC NECESSITIES If the structure is uninhabitable due to lack of heat, power, or other necessary services.
SCOPE Of INvOlvEmENT If the property is so heavily involved that the emergency work cannot be conducted with the content present. The most common reason for this relates to situations where flooring replacement in large portions of the home is necessary.
In all cases, the insurance provider is responsible to determine if coverage for Additional Living Expenses (ALE) will be extended in emergency situations (provided your policy has allowances for Additional Living Expenses). In the absence of a formal decision from the insurance provider (sometimes an adjuster is not able to make this kind of decision in the timeframe that you require the information), you must use your best discretion in making decisions and submitting costs for consideration after the fact as necessary.
If you must leave your home, the follow-ing checklist outlines some things you can do to minimize your stress and make your transition period a bit easier:
PACKINg CHECKlIST:
Important documents, such as insurance papers, passports, birth certificates, vehicle registrations, driver’s licenses, passwords
Communication devices, such as cell phones, day planners, USB sticks, etc.
Monetary items such as purses, wallets, money, credit cards, debit cards, etc.
All medications and prescriptions Essential clothing for the immediate
future, such as undergarments, pyjamas, work clothes
Gather all laundry/drycleaning that you will be needing in the immediate future and provide it to us. We will clean it and return it within 48 hours
Personal hygiene and toiletries Valuables, items with sentimental value Children’s school items, such as home-
work, books, etc. Pets and pet supplies required to sustain
pets offsite
OTHER RECOmmENDED ACTIONS:
Make arrangements for mail forwarding, cancellation of newspaper subscriptions, etc.
Inform your project manager, insurance company and family and friends of your temporary contact information
Take some photographs of possessions such as sentimental items and large furniture pieces, as well as general room shots, prior to your departure
IN gENERAl, NOISE and disruption from equipment is NOT considered by insurance to be sufficient grounds for costs related to vacating the premises.
vACATINg THE PREmISES
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PROPERTY RESTORATIONCONTRACTOR SElECTION Repairs to your home will commence at the close of the administration phase—the time when the scope of work has been agreed on and a contractor has been selected.
Once you have selected ProStar as your contractor for the repair portion of the work, you will be asked to complete an Authorization to Repair document.
You will be contacted by our office to discuss the following items:
» The scope of work to be performed in your home
» The proposed schedule for completion of this work
» The process for material selection» The access agreements» The change order / upgrade process» The site safety requirements
In general, we will require ongoing communication with you throughout the repair process. The following are some basic policies that apply to most construction repair projects:
ACCESS It is requested that we have access to the property at all times during the hours of 7 a.m. to 8 p.m., Monday through Saturday, in order to keep projects flowing. Typical hours of work are from Monday to Friday from 9 a.m. to 5 p.m.; however, we often extend these hours based on internal work volume and production deadlines. We work hard to get your job done quickly and efficiently!
After Hours construction efforts cannot be accommodated as a matter of course, unless extenuating circumstances necessitate. This allowance is at the sole discretion of the insurance adjuster.
TOuCH uPS A small amount of touch-ups and re-work is to be expected for all major construction projects. Please anticipate the need for a follow-up visit after you have moved back into your property.
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SCHEDulINg AND DElAYS We strive to keep our time and scheduling commitments, always. That said, from time to time, unforeseen challenges and delays occur. We work to keep you informed of these issues, and take action to resolve issues as swiftly as practical.
mATERIAl SElECTION Materials that can be readily matched (such as paint) will be replaced with “Like Kind Quality and Colour” to what is pre-existing in your home UNLESS we receive a written request of your change request as documented in a change order. Other materials that are not readily available and matched to pre-existing materials will require your selection in order to proceed. The timely receipt of these selections is crucial in order for us to complete your project in a timely fashion.
We are unable to control delays related to availability of material. Items such as flooring and cabinetry can cause significant project delays due to availability of material, production scheduling and shipping. We suggest taking factors such as production and delivery times into account when making your selections.
SEASONAl ITEmS Some repair items are weather dependent. We work to complete non-seasonal portions of work first and schedule seasonal items as weather permits. You may be asked to sign off on completed portions of work and note outstanding seasonal items separately.
DuST CONTROl AND SITE ClEANlINESS By its nature, construction is a messy business. However, we strive to take all reasonable efforts to contain the dust and debris in your property. Our efforts include: collecting debris in a central location or bin, removing debris in a timely fashion, employing dust control barriers, using drop cloths, removing footwear when appropriate, leaving floors broom-clean at the end of each work shift, etc.
SAfETY ProStar is committed to maintaining a safe and healthy work environment for our clients, our employees and the public. We work to adhere to all workplace health and safety regulations including the completion of a Hazard Assessment Evaluation. Please advise us immediately if you have any questions or concerns about the safety of your worksite.
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fAqS EmERgENCY PHASE
WHAT WIll HAPPEN If I DON’T REmEDIATE?
Failure to properly remediate an emergency situation can have serious effects, such as voiding your insurance coverage or allowing harmful microbial growth to begin. Failure to remediate in a timely fashion is likely to substantially increase future repair costs.
CAN I STAY IN THE PROPERTY?
You may stay in the property unless the disaster restoration manager in conjunction with your insurance company deems otherwise. Unfortunately, noise alone is generally not a factor that is considered in this determination. Usually the main factors in determining liveability include health, safety or access to essential services such as heat, water or washrooms and the general scope of involvement.
I HAvE PETS. WHAT ARRANgEmENTS WIll BE mADE?
Please provide the project manager with the details regarding your pets and our staff and contractors will make the necessary accommodations.
HOW lONg IS THIS EquIPmENT gOINg TO BE IN mY PROPERTY?
Fans and dehumidifiers are placed in properties to reduce the moisture caused by flooding. Typically, they require 2 to 7 days to dry a structure. During this time, equipment is monitored every 24 to 48 hours to determine if the structure is dry.
THIS EquIPmENT IS lOuD. CAN I TuRN IT Off?
No. The equipment may not be turned off. Turning off the equipment may void your warranty on the work OR may result in additional costs being billed to you as the drying process will be slowed.
mY WAllS AND/OR CEIlINgS ARE WET. WHAT NEEDS TO BE DONE?
ProStar will use tools and equipment such as moisture sensors and Forward Looking Infra Red (FLIR) cameras to check for hidden moisture in your home. Wet insulation can also be a hazard that may need to be removed. In some cases where no insulation is present, ventilation holes will be cut to force air inside wall and ceiling cavities. In all cases, ProStar technicians work to minimize damage while safely and effectively drying your home or office.
mY WOOD flOORS ARE WET AND BuCKlINg. WIll THEY HAvE TO BE REPlACED?
Replacement vs. restoration of wood floors is dependent on many factors including the nature of the damage as well as the type of flooring (laminate, engineered, pre-finished, etc.) as well as the underlayment and construction of the sub-floor. ProStar utilizes specialized rescue drying systems to attempt to dry flooring without necessitating removal, but will do so IF the circumstances are appropriate.
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mY CARPET gOT WET. WIll IT HAvE TO BE REPlACED?
Wet under pad is typically removed and discarded. Carpets are often able to be dried, cleaned and reinstalled effectively. Common factors that determine if carpet is NOT salvageable include permanent staining or discolouration that is a direct result of the loss, sewage contamination or delamination (when the backing separates from the carpet fibre).
WHY DID THE TECHNICIAN lEAvE WET CARPET ON mY STAIRS?
Carpet is generally not removed from stairs for safety purposes. Exposed tackless strip or staples are dangerous—especially on steps. If carpet that is left on stairs is not salvageable, it will be removed and replaced if or when the new carpet elsewhere is installed.
WHAT IS All THIS EquIPmENT fOR?
High-velocity air movers (or “fans”)and dehumidifiers are used to create air movement and capture humidity in order to dry the structure. Air Filtration Devices or AFDs are commonly referred to as “scrubbers” and are used to trap airborne particulate matter.
WIll TuRNINg uP THE HEAT OR OPENINg THE WINDOWS HElP TO DRY THINgS OuT?
ProStar uses the science of psychrometrics, or psychrometry, to dry your home. As such, we determine optimal temperature and air flow levels that will dry your home as quickly as possible. We always set up the optimal drying environment before we leave your property. We also monitor drying daily to ensure that air flow and temperature levels are optimal. Any changes to the drying environment such as changing the temperature or opening windows may prolong the drying process.
HOW DO YOu KNOW If mY HOmE IS DRY?
ProStar uses the science of psychrometrics, or psychrometry, to determine if your home is dry. As such, we use equipment such as moisture sensors and thermal hygrometers to measure temperature and relative humidity in your home. We also take readings on the various surfaces or “substrates” in your home to determine if they are dry. We record all of this information in your file and submit it to your insurer on request.
WHAT CHEmICAlS ARE YOu uSINg AND ARE THEY SAfE fOR mY fAmIlY AND PETS?
ProStar attempts to use environmentally preferred products whenever possible as dictated by the nature of the cleaning requirements. Our trained technicians can provide you with Material Safety Data Sheets (MSDS) on any of our cleaning products on request. MSDS are also available on our website.
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fAqS ADmINISTRATION PHASE
WHAT ARE “CONTENTS” AND “STRuCTuRE”?
“Contents” refer to any of your belongings that can be packed in a moving truck if you were to change residences. This might include: documents, books, clothing, machinery, office equipment, furniture, artwork, antiques, media, electronics and more. Appliances may have to be sorted out by your individual insurance adjuster based on ownership, your insurance policy and your condominium documents.
The “structure” is the floor, ceilings, walls, cabinets, etc.
I lIvE IN A CONDOmINIum OR I Am A TENANT. WHO’S INSuRANCE POlICY SHOulD RESPOND?
In a condominium, the condominium policy will respond for the structure portion of the claim. The homeowner’s policy will respond to the contents and any Additional Living Expenses (ALE) portion of the claim.
If you are a tenant, the property owner’s insurance policy will respond for the structure portion of the claim. Your tenant’s policy will respond to the contents and any Additional Living Expenses (ALE) portion of the claim.
HOW DO I KEEP TRACK Of uNSAlvAgEABlE ITEmS?
Make a list of items (including food items) deemed non-restorable. Use a format similar to the sample below or obtain a similar form from your insurance company. Make a copy for your insurance company and keep one for yourself.
qty Item Year Purchased
Cost Per unit Total
2 boxes Frozen Pizza – 500g 2012 $4.50 $9.00
1 Paperback Novel - The Last Juror by John Grisham 2006 $11.99 $11.99
6 Wicker baskets from IKEA 12” x 12” 2011 $8.00 $48.00
1 Entertainment Unit - Black MDF and glass 48” x 60” x 24” 2010 $399.00 $399.00
1 Area Carpet – 24” x 36” Green with white stripes 1999 $20.00 $20.00
WIll I RECEIvE A DETAIlED lISTINg Of All CONTENT REmOvED fROm mY HOmE?
You will receive a general list including photographs of all of the items removed from your home. You will receive a detailed list including photographs of all items deemed unsalvageable. Because most insurance policies have coverage limits pertaining to contents, we do not provide the same level of descriptive detail for salvageable items as we do for unsalvageable items. This helps to manage overall claims costs and preserve your coverage limits for use towards replacement cost of the unsalvageable items.
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WHAT ABOuT mY WET fuRNITuRE?
Furniture is assessed on a case-by-case basis. Often furniture can be dried, cleaned, deodorized and restored successfully. Common factors that determine if furniture is NOT salvageable include sewage contamination or permanent swelling, staining, discolouration or damage that is a direct result of the loss.
WHAT ABOuT mY ElECTRONICS, AREA RugS, ART WORK AND ANTIquES?
ProStar employs many state of the art restoration techniques and works with a network of professional restorers who work to restore a wide range of specialty items. We work with your insurance adjuster to identify and address items requiring special attention.
WIll mY lOSS BE COvERED BY mY INSuRANCE?
The only way to know with certainty if your loss is insured is to get an opinion from your insurance company. Generally, insured losses are those that are deemed to be “sudden and accidental” in nature.
I DIDN’T CAuSE THE DAmAgE. WHY DO I HAvE TO OPEN A ClAIm AT All?
If you live in a condo or are a tenant in a rental property, the insurance industry protocol is that you MUST open your own claim to respond to any costs associated with your contents or Additional Living Expenses (ALE). If you are not at fault for the loss, your insurer may choose to subrogate against the correct party after the fact, as part of your condominium or tenant’s insurance policy.
Each policy holder must open his / her own claim and the insurance adjusters for each party will communicate.
If I HAvE TO lEAvE mY HOmE, WIll mY ExPENSES BE COvERED?
The answer to this question depends on your individual insurance coverage. Talk to your adjuster about your specific situation.
mY BElONgINgS HAvE TO BE mOvED TO fACIlITATE REPAIRS. WHAT HAPPENS?
If at all possible, your contents will remain onsite. ProStar will carefully pack, shift and cover your contents as required. If there is not enough room inside your home or garage to store your contents, ProStar makes every attempt to provide a container that can be left onsite. In the event that onsite storage is not an option, ProStar will make alternate storage arrangements for you. In some instances where extensive processing and inventorying is required, your belongings will be brought to ProStar’s contents processing facility where they will be inventoried, sorted and cleaned or restored accordingly. Please refer to the contents restoration section on page 16 for more details.
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I CANNOT STAY IN mY HOmE DuRINg REPAIRS. WHAT SHOulD I ExPECT?
In the event you are displaced from your home due to the loss, your homeowner’s or tenant’s insurance policy may cover Additional Living Expenses (ALE) for a reasonable period of time while you are displaced. It is important to note that noise from equipment is not typically considered by insurers as a requirement for Additional Living Expenses (ALE).
I lIvE IN A CONDOmINIum. HOW IS mY ClAIm HANDlED?
Condominiums have insurance to cover damages to the “common property” or “structure.” As such, you could be required to deal with two insurance companies and two adjusters for a loss in a condominium – one insurance company/adjuster for the building referred to as the “common property” or “structure” and another for your personal items referred to as “contents.”
The definition of “common property” and “structure” are outlined in your bylaws and varies between condominiums. Any questions regarding these definitions need to be referred to your condominium board or property manager.
I OWN A CONDOmINIum AND OTHER uNITS WERE AffECTED BY THE lOSS. THE SOuRCE Of THE DAmAgE ORIgINATED fROm mY uNIT. WHAT HAPPENS NOW?
If you are at fault for the damage, or in some circumstances if the damage originates from your unit, the condominium corporate may choose to assess you for the amount of the condo-minium corporation’s insurance deductible. This typically ranges from $2,500 to $25,000.
If you have homeowner’s insurance, often your homeowner’s insurance may respond to this amount in which case you will be assessed only the deductible on your own homeowner’s policy, i.e. $500.
I Am A TENANT (I.E. I DO NOT OWN mY HOmE) AND mY BElONgINgS HAvE BEEN DAmAgED. WHAT ARE mY OPTIONS?
Your belongings, referred to by the industry as “contents”, will only be handled under the loss if:
» You have contents insurance as part of your tenant’s insurance policy
It is your responsibility to contact your insurer and open a claim under your tenant’s policy. At this time, please gather the following information:
» Claim number» Adjuster’s name and contact information» Advise your insurance company that you have contacted a disaster restoration company
to provide emergency service
Note: it is your responsibility to pay any portion of the loss that is not covered by your insurance including, but not limited to the deductible.
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If mY lOSS IS NOT INSuRED OR I CHOOSE NOT TO fIlE A ClAIm OR I HAvE NO INSuRANCE, WHAT WIll HAPPEN?
In the event that your loss is not covered by insurance for any reason, you are responsible for paying the costs associated with clean-up directly to ProStar.
I Am A CONDOmINIum OWNER AND mY BElONgINgS HAvE BEEN DAmAgED. WHAT ARE mY OPTIONS?
Your belongings, referred to by the industry as “contents”, will only be handled under the loss if:
» You have contents insurance as part of your homeowner’s policy
In the event that you live in a condominium or are a tenant, it is your responsibility to contact your insurer and open a claim under your personal insurance policy. At this time, please gather the following information:
» Claim number» Adjuster’s name and contact information» Advise your insurance company that you have contacted a disaster restoration
company to provide emergency service
Note: it is your responsibility to pay any portion of the loss that is not covered by your insurance including, but not limited to the deductible.
mY INSuRANCE COmPANY SAYS “BETTERmENTS AND ImPROvEmENTS” ARE mY RESPONSIBIlITY. WHAT DOES THIS mEAN?
Betterments insurance refers to coverage that a tenant in a commercial or residential rental property (including condominiums) carries in order to cover improvements, additions and modifications to the property. The property owner (e.g.: builder, developer, condo board, etc.) is responsible for a policy that protects the structure, while the tenant is responsible to hold a policy for any betterments and improvements (such as upgrades to flooring, cabinets, fixtures etc.).
For example, when a condominium tower is built, a unit might come with standard nylon carpet, but the homeowner’s unit has been upgraded to hardwood floors—betterments and improvements in this case refers to the difference in cost between the carpet (original spec) and hardwood (upgraded). The building’s insurance may not cover betterments and improvements so the building’s insurance will only pay to the amount of what is deemed to be the “non-upgraded” product. If the homeowner wants to go back to hardwood during the restoration of the loss, it would then be the homeowners’ responsibility to pay the difference, or, to process a claim on the homeowner’s insurance policy for the difference in costs between the original spec and the upgrade.
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fAqS RECONSTRuCTION PHASE
HOW lONg WIll IT TAKE BEfORE mY HOmE IS RETuRNED TO NORmAl?
Each situation varies. However, typically the emergency stage ranges from 2 to 7 days and the administration phase ranges from 7 to 21 days. After the administration phase is complete, your reconstruction provider should be able to give you a more accurate estimate as to the length of time needed to complete repairs.
WIll mY HOmE BE lEfT ClEAN?
ProStar strives to leave your home as clean and safe as possible at all times throughout the emergency and reconstruction process. A final clean will be completed as part of our reconstruction service.
WHAT IS THE WARRANTY ON REPAIR WORK?
Warranty on workmanship is 2 years from the date of the completed repairs. You will receive a warranty document outlining the warranty after you sign the Certificate of Completion.
CAN YOu WORK AT NIgHT AND ON WEEKENDS?
After the emergency phase is completed, evening and weekend work is generally not available due to the high cost. As such, in order to facilitate repairs to your property in a timely fashion, it is critical that you make appropriate access arrangements for our repair crews. Lock boxes are available to help facilitate this process.
WHAT CAN I DO TO mAKE THE REPAIRS gO fASTER?
In order to speed up repairs you can do the following steps:
» Inform your insurance adjuster early on you have selected ProStar to complete your repairs
» Sign and return your completed Authorization to Repair form to ProStar» Make all material selections in a timely fashion» Provide ProStar access to your property
CAN PROSTAR ACCOmmODATE CHANgES TO THE SCOPE Of WORK?
When faced with repairs, many property owners take the opportunity to make some colour, material and design changes in their property. ProStar is happy to accommodate your change requests whenever possible. In order to ensure your instructions are adhered to, all changes must be documented in writing with our Construction Coordinator on a ProStar Change Order. Any associated increase in cost is the property owner’s responsibility.
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gENERAl fAqS
DOES PROSTAR WORK DIRECTlY WITH mY INSuRANCE AgENT OR INSuRANCE ADJuSTER?
Yes. Your Project Manager will communicate with your insurance agent or adjuster after you have called to file a claim. Together, we work to ensure your property is restored to its pre-loss condition.
WHO DO I CONTACT If I HAvE quESTIONS OR CONCERNS?
Contact the project manager assigned to your file as a first point of contact for any concerns.
for more frequently Asked questions, please refer to the fAq section under Resources on www.prostarcleaning.com
Bay 17, 2916 - 5th Avenue NE
Calgary, Alberta T2A 6K4
403-234-STAR(7827)
www.prostarcleaning.com
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