The first 24 hours
What happens after the line rings
These are the usual steps and the usual order. Your written scope sets the real dates.
- Hour 0
Step 1: The call is logged
The on-call coordinator takes the address, your name, the carrier or restoration firm and a claim number if you have one, then texts a confirmation.
- Hour 1
Step 2: Photos by text
If you can, text photos of the rooms. They help the lead plan the walk; they do not replace it.
- Hour 24
Step 3: The scope walk
A project lead and the documentation coordinator walk every affected room with a camera and a tape, and ask for any moisture readings the restoration firm has.
- Day 2
Step 4: The written scope
Room by room, surface by surface. It goes to whoever you name, with photos tied to each line.
- Cleared
Step 5: A start date
A date is held for the day after written clearance. Until then, nothing is opened and no paint goes on.
- Handback
Step 6: Photos, products and a walk
Final photos from the same angles, the product list and a walk with your contact.
The 24 hours count from when we have an address and a contact. Weekends and holidays are included.
At night
Who answers at 2 a.m.
The on-call coordinator answers the loss line, takes the address and your contact details, and texts you back. No crew is dispatched at night to paint; there is nothing to paint until the area is dry, clean and cleared.
Calling at night does not change what the work costs. Any crew time outside normal hours is a line in the written scope before it happens, and no rates are published on this site.
What helps the first call
- The street address
- Who is handling the claim, if anyone yet
- Whether a restoration firm is on site
- The year the building was built, if you know it
Questions
Questions about the first day
Is the 24 hours a guarantee?
It is how we aim to work, not a promise with a penalty. The clock starts when we have an address and a contact, and it can move if a building is unsafe to enter or an owner can't be reached.
Do you come out the first night?
Not to paint. If your restoration firm needs the rooms measured or photographed, we can walk them, but paint waits for clearance.
Who should call, the owner or the adjuster?
Either. Whoever calls names the people who should get the scope and the photos, and we send it to them.
What if the carrier already wrote an estimate?
Send it. We build our scope in the same room names so the two can be compared line by line, and we mark where they differ and why.
The line is open now.
Say the address and what happened. A coordinator does the rest.