FAQs-Restoration Services
1. Must I hire a restoration company recommended by my insurance company?
- Your insurance policy does not state that you must retain a restoration company that is referred or approved by
the insurance company. You are entitled to employ the services of a reputable, fully licensed, and insured
repair firm. If you do not employ such a firm, you may be responsible for the consequences and liability for
injury, damage, or other actions. This is true whether your insurance company recommended the firm or not.
2. Am I required to use the restoration company with the lowest price?
- You are not required to accept the lowest bidder. Repair rates should correspond to prevailing standards in
your area for work of professional quality, and you may not be forced to use the “cheapest” or “lowest price”
bid. You are entitled to employ a firm with sufficient experience and stability in the community to stand behind
its work and warranty.
3. Can my insurance company hire a repair firm to work on my house?
Only the owner of the property can authorize a company to perform work on that property. The repair contract is between the owner and the contractor. Your insurer does not have the right to directly contract for your repairs or insist that you employ a particular supplier or restoration firm.
4. What action does my insurance policy require after a loss?
In addition to notifying your insurance carrier, most policies require that you take reasonable action to protect
your property from further damage. If you fail to do so, your insurance may not cover any additional loss
caused by your failure to provide such protection.
5. If I have obtained adequate coverage, what should my insurance pay for?
- After a covered loss you are entitled to be paid the fair cost of restoring your home to its pre-damage condition,
minus your deductible. However, you should not expect to be paid for the repair of unrelated problems such as
deterioration, pre-existing damages, or code deficiencies Charlotte community and customer care
6. What quality materials and workmanship am I entitled to receive?
- Your insurance policy should pay for materials and workmanship that are equal to the kind and quality of your
existing ones. After repairs, the property should suffer no loss in value because of the damage. However, the
insurance company is not obligated to improve your existing installation.
7. How do disclosure rules affect my repairs?
- Depending on current laws, you may have to disclose past damage to any future buyers, making it essential
that all evidence of damage be eliminated. Damage that has been covered up may be discovered later and
raise serious problems for the prior owner. until our technicians confirm they are safe.
8. What should my contract include?
- You are entitled to receive a detailed listing of the repairs, as well as the quantities and types of materials to be
used before work begins. The specifications should be part of your contract. Don’t accept thumbnails or “repair
as necessary” specifications. The possibility of hidden damage or additional charges should be fully described
at the outset.
9. Is a special license required for insurance repairs?
- States have differing license requirements for home repairs. There are also local regulations and home
improvement laws to be considered. Federal regulations may also apply to home repairs, such as rescission
notices and special requirements for asbestos, lead, and blood-borne pathogens. You are entitled to reject any
contractor not in compliance with all federal, state, and local requirements for residential construction. As an
industry-qualified restoration contractor for this important information Pineville.
10. When will my repairs begin?
- ERX will need all prior work completed to be paid, to include, but not limited to: Mitigation, abatement, structure
cleaning, contents, and the 1st draw for repairs. While payments for those items are being collected, we will be
working with the insurance company to receive a rebuild estimate approval. Once approved, your assigned
project manager will contact you to set up a Pre-Construction meeting to start the selection and scheduling
process.
11. When will I hear from my Project Manager?
- After the Estimator has written the estimate and the claim has been approved. This is the longest part with the
least amount of visible work being done. A lot of back and forth can go on behind the scenes with estimators
and adjusters to make sure information is accurate and ready to move forward. Once approved, your assigned
PM will be scheduling a Pre-Con to walk through the estimate with you.
12. Who do I contact if I have issues with any ERX employees and when should I communicate with my PM?
- If an issue arises with an employee or subcontractor associated with ERX and you would like to speak to
someone other than your PM, please contact the local ERX office and ask to speak with our Customer
Experience Captain or email customerservice@erx247.com. They will help you come to a quick and easy
solution to the problem you may be having. Please note, the Project Manager is the first line of communication
when it comes to your claim as well as the most knowledgeable on its status. Issues should be brought to their
attention first before doing the mentioned steps above.
13. After my Repairs are complete, what next?
- After repairs are complete, a punch list will be written and completed. The customer will need to sign a COS
(see Paperwork Explained page) so they can receive funding from the insurance to pay the final invoice(s).
The PM or Coordinator will let the customer know if there are additional checks or invoices that they will
receive due to supplements or other division balances.
14. What if the insurance company and I cannot agree on the amount of the loss?
- If disagreement arises between you and the insurance company over the amount of the loss, you are entitled
to request arbitration (“appraisal”) as described in your policy. The standard homeowners’ policy spells out the
procedures for appraisal without resorting to a lawsuit. The insurance company may also request appraisal,
which can be invoked at any time prior to final settlement, even if you have already received advance
payments.
15. How long must I wait for my insurance payment?
- You are entitled to receive payment from the insurance company within the time specified by the policy and
your state insurance regulations. Usually this is 30 to 60 days after submission of the signed proof of loss.
However, the policy also has time requirements for the policyholder. Check your policy or ask your adjuster or
agent about them so that you will know what to expect.
Only you (the policyholder) can insist that your insurance company comply with its obligations under the policy.
As professional restoration contractors, we recommend that you do so out of our strong conviction that good
workmanship and ethical business practices benefit the insurance industry just as they benefit the public at
large.