The aftermath of a property fire is challenging work for everyone involved. Cleaning and restoration professionals must employ a range of techniques to return the structure to its original state, from extensive construction to remediation of smoke damage and more. What’s often overlooked, however, is that navigating claims and coverage after a fire can be just as complex as the more tangible impacts.
Intricate policies, documentation requirements, and long waiting periods can hold up essential cleaning and restoration work, making the fire’s physical impact linger longer than it should. Fortunately, there are several strategies to help clients navigate claims and coverage, and ultimately get their structure back into top shape as quickly and seamlessly as possible. Here are four strategies every cleaning and restoration professional should know, and be prepared to share with their clients:
Know the insurance policy inside and out. Cleaning and restoration professionals should work with their clients to break down and understand the insurance policy that will be covering the restoration work. A comprehensive knowledge of the policy will make the navigation process considerably simpler. For example, determine what the limits of the policy are: Do they vary depending on the cause of the fire? And is the policy capped at a certain number, even if the damages exceed that amount? It’s also essential to understand policy exclusions – fire insurance generally does not cover damage that was caused by arson and other outlying causes, like conflict. Similarly, if the fire was the result of another disaster like an earthquake or a flood, another policy might be the one to cover damage. Lastly, make sure you and your client have full clarity about deductibles: How much of the total costs will the homeowner or property owner be responsible for before the insurance kicks in?
Document thoroughly. Whether the claims and coverage process are seamless or overly complex largely depends on the quality and quantity of documentation. All restoration professionals should be meticulous in capturing what was damaged in the fire, and to what extent. The philosophy “there’s no such thing as too much information” is key here. If it’s unclear whether an element of the damage will be covered, play it safe and document it. And while copious notes and photographs are essential, so is leveraging the latest technology. 3D scanning software allows damage to be captured like never before, creating a digital reproduction of the affected structure. Finally, but just as importantly, it’s vital to inform clients not to change or move anything at the scene of the fire — it’s dangerous and could also complicate the claims process.
Engage in the claim process. Cleaning and restoration professionals are hands-on, and that should apply to paperwork, too. Most homeowners and property owners will only have to deal with this kind of paperwork once in their lives. Be generous with your expertise, make yourself available to answer any questions, and help remove roadblocks when it comes to administration and liaising with various people, like the insurance adjusters and the other professionals involved in the process.
Secure the property against further fire damage. Cleaning and restoration professionals’ focus is the aftermath of a fire, but they should also work to prevent future ones. As you rebuild the property, take all the necessary steps to best ensure this will be the last blaze the client has to cope with. This means following all fire codes and using the latest fireproof materials in the rebuilding process. It also means educating clients about fire prevention, like the importance of smoke detectors and fire extinguishers, and understanding common causes of fires.
Cleaning and restoration professionals are homeowners’ and property owners’ closest allies in the aftermath of a fire. Clients look to us not just to restore their structure, but also to navigate the often-complex claims and coverage process. By being generous with your expertise and thorough in your assistance, you can make the process go quickly, smoothly, and as painlessly as possible — both for your client and your company.
Ron Fanish
Ron Fanish is co-owner of Rainbow International Restoration of Westchester, a full-service, one-stop-shop for restoration, cleaning, and reconstruction based in Westchester County, NY. For more information, visit www.RBWWestchester.com.
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