Water damage questions, answered plainly
Most questions come down to four things: what to do in the first minutes, how drying is measured, what records a claim needs and when mold becomes the next job. The answers below cover each one in plain language.
- Burst and leaking pipes
- Storm and roof leaks
- Basement water
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First steps and safety
What is the first thing to do with water on the floor?
Stop the source if it is safe to reach, keep people and pets out of the water and call the 24/7 line. Do not enter standing water until the power to the room is confirmed off.
Can I pump the water out myself?
Not while the power to the room is on, and not in deep water. A household pump or wet vacuum should be used only when the power is off and the device is rated for wet use. The crew sets the pace of the removal on site.
Where is the main water shut-off?
It is often in the basement, in a utility room or at the front of the house where the supply line enters. Find it before there is a problem, and mark it so anyone in the house can reach it.
Drying and readings
How do I know when a room is dry?
A room is dry when the readings on its walls, floor and framing reach the target set at the start. A surface that looks dry is not enough, because water can stay inside the wall or under the floor.
Why is the drying equipment still running after the room looks dry?
The equipment runs until the readings show the materials have reached their targets. Turning it off early can leave moisture in the cavity, which can slow the drying and encourage growth later.
Can I close a wall before the drying is finished?
Not until the readings in the wall reach their target. A wall closed while still wet can hold moisture out of sight. Ask the crew for the readings before any finishing work starts.
Claims and paperwork
What records should I keep?
Keep photographs taken before anything is moved, a dated timeline, the moisture log, the written scope and every receipt for emergency work. Keep the originals with their date information intact.
Who decides whether my claim pays?
Your insurer decides what is covered, under the terms of your policy and the cause of the loss. This site cannot say what will be paid, and it does not advise on your policy.
What if the water comes back after the crew leaves?
Call again and describe where the water is. The crew checks the same routes and any new route, and it records the repeat as a new finding.
Mold and the next job
When does mold become a concern after a leak?
Mold can begin on wet materials within a short time, which is why drying starts quickly. Musty smells, dark spots and paint that bubbles along a wet wall are signs to call for a check.
Should I clean mold myself?
Only a small surface patch on a sound material, and only once the source is dry. Do not scrub a larger area or disturb growth in a closed room, because spores can spread.
Who removes mold that is inside a wall?
The crew opens the smallest area needed, removes material that cannot be cleaned and dries the cavity. Rebuilding the wall is a job for a contractor or builder, and the crew's log gives them a starting point.
Question not answered here?
Call and ask. A technician will give you a straight answer, even if the answer is that you do not need us.