Water Damage FAQ
Water damage to a property can happen for a variety of reasons, ranging from localized damage caused by a leaking pipe or appliance, to widespread destruction caused by flooding. Regardless of the reason you have suffered water damage, it is essential to have repairs and drying procedures carried out by a professional water damage restoration company; and to contact your insurance company immediately to begin the claims process. Below is a list of some of the most common questions asked by people who have had to deal with water-damaged properties.
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What is the effect of water damage?
If your home has been flooded, the excess water can cause several different problems. The structure of the property could be jeopardized, paint and wallpaper could crack or chip, carpets and furniture could be ruined, wooden floors may rot, and your belongings may be damaged. If the property is not dried out properly, mold could develop; further damaging possessions and posing a risk to your family’s health.
How can I prevent water damage?
Proper care and maintenance of your home is essential to prevent the possibility of water damage. There is little you can do about a hurricane or flood, but you can certainly reduce the chance of damage caused by leaking appliances or pipe work in and around the home. Make sure all appliances such as washing machines, dishwashers, fridges and freezers are routinely serviced and checked for leaks. If you have a septic tank you should inspect it on a monthly basis to ensure that there are no leaks or problems. You should also ensure that everyone in the family knows where the shut-off valve is, in case they need to isolate the water supply in an emergency. Keep a close eye on your water bills, and investigate any sudden increase in costs; this may indicate a leaking pipe somewhere in the property. If you notice any odors or black spotting on walls and ceilings, have an expert look at them immediately, as they are signs of mold formation.
What are the common signs of water damage in a fridge or freezer?
There are three main warning signs that you may have a problem with a fridge or freezer, and you should keep an eye out for them to spot any water leakage as soon as it starts. Look out for moisture behind or underneath the appliance, including the condensing coil on the rear. Check pipes and hoses and their connections for leaks; it is quite common for leaks to occur in the water supply to the icemaker in some appliances. Any mold growth is a sign of a serious problem which should dealt with immediately. You will usually see the first evidence of mold in the drainage pan of the appliance, so make sure you inspect it regularly.
Should I be worried if the walls around a sink are becoming soft or discolored?
This is a clear sign of water damage, usually caused by leaking pipes behind the walls supplying the sink. A qualified plumber should be consulted as soon as possible to carry out repairs to the pipe work, and to avoid any further damage.
Can I check my kitchen and bathroom for water damage?
You should carry out routine checks on both kitchen and bathroom to make sure there is no deterioration from water damage. As soon as you spot any of the warning signs take action immediately by calling a plumber or water damage specialist. In the kitchen you should inspect under the sink for leaks, and around all the appliances. Look out for slow draining pipes, which could indicate a blockage; and keep an eye out for cracked tiles, loose grouting, and soft or stained walls.
In the bathroom, make sure no leaks are visible around the toilet, the cistern, and the water inlet and drainage pipes. Inspect the shower and the bath to make sure no seals have perished, and to make sure all the tiling and grouting remains intact.
How can I inspect my house safely after water damage?
The dangers of water damage do not disappear as soon as the water resides, structurally your property could still be weak. Keep children and pets away from the home for their own safety, and treat the house with caution until an expert has assessed the extent of the damage. Simple procedures which are sensible to follow are turning off the water, gas, and electricity supply. If you are forced to stay away from the home while you arrange repairs, lock all the doors and windows to maintain security while the house is empty.
What does the dry-out process involve?
A water damage restoration company will first inspect the area and ensure that any further ingress of water is prevented. They will go on to remove any standing water before beginning to dry the house. Specialist air movement fans and dehumidifiers are used to extract excess moisture from your home, furniture and possessions. Air movement draws out moisture via evaporation and a dehumidifier separates this moisture from the air, sending the water out to drain and re-circulating warm dry air into the home to facilitate evaporation.
What happens if my house has suffered sewage contamination?
If the water damage has been caused by a leaking sewage pipe, there are health concerns from contamination to contend with, as well as the drying out of the property. Hard surfaces can usually be sanitized and cleaned, but any affected areas that cannot be fully cleaned will have to be taken out. Any porous materials such as dry wall, carpets, ceiling tiles, insulation, paneling and furnishings will need to be disposed of, and should be removed at the earliest opportunity.
Is there a lot of paperwork to go through prior to the extraction?
You will normally be asked to sign an approval for the restoration company to commence work which they can present to your insurer to show when repairs commenced. It is important to comply with all paperwork as your insurance company may not process a claim or appoint an adjuster for a few days, but the drying-out process needs to begin as soon as possible to prevent any further damage occurring.
What will the restoration process cost?
The severity of the damage will dictate the cost of the dry-out, and this is likely to be unknown before work begins. Once an adjuster is dealing with your case, they will liaise with the damage repair company to authorize work and agree costs on behalf of your insurance company. You will be responsible for any excess/deductible written into your insurance policy, but the remainder will be billed directly to your insurer.
Will my policy be cancelled after I make a claim?
It is unlikely that any insurer will cancel your policy simply because you have made a claim, but you should check the small print of your individual policy to confirm all the fine details. One reason that an insurance company may discontinue your policy is if your house had deteriorated to such an extent that it falls below their ‘insurable’ standards. The average person claims only once every nine years, and you may also find that insurers will not renew your policy if you have made several claims above the average.
Will my insurance premium increase after a claim?
This will depend on your individual insurer, and the circumstance surrounding the claim. If you have made numerous previous claims it is more than likely that an insurer will increase the premium cost of your policy. If, however, this is a first time claim caused by something which is clearly not your fault, you would not expect to see a rise in your premiums.
What is restorative drying?
Historically, restoring a property after water damage simply involved removing all the wet materials and replacing like-for-like with new. Better drying technology means that existing property and structures can be retained by drying-out; hence the term ‘restorative drying’.
How long will the dry out take?
Usually the dry-out of a home will take between 2-5 days, but if the property has been exposed to water for a very long period, it could take as much as a week. It will depend on the extent of the damage and the restoration company will be able to give you a more accurate timescale once they have assessed the property and taken readings of the moisture levels in the building.
Can I stay in my home while it is dried out?
In many cases you will be able to continue to use your home while it is undergoing restoration, but if you have temporarily lost the use of a kitchen or bathroom it may be easier to stay elsewhere until the process is complete. The fans and dehumidifiers used to dry out your property will make some noise, and can make the house feel like it has a draft. If you have children, bear in mind that these machines are not designed to be child-friendly, and it may be better to keep children out of the house during the dry-out. If you are unable to stay in the home due to its condition, contact your insurance company about claiming for additional living expenses.
Do I need to allow the restoration company access to my house?
It is very important that a water damage restoration company has access at all times to enable them to monitor the job and make alterations as necessary. If you are not at the property for any period of time it is essential to make arrangements to allow the company’s technicians access to the home.
Can my furniture and possessions be salvaged by drying?
Water damage specialists will try to retain as much of your property as possible through drying out, including furniture, carpets, rugs and possessions. Anything that can’t be saved will be itemized and detailed to your adjuster as part of the insurance claim.
Do I need to dispose of kitchenware after water damage?
Some kitchenware is not salvageable after it has been damaged by water. Crockery and cooking utensils can usually be sterilized and saved, but other items cannot be recovered so easily and should be thrown away to be on the safe side. Wooden chopping boards, plastic utensils and any baby-related items such as bottles and pacifiers should be disposed of.
My books have been damaged can I dry them out?
Unfortunately books can very quickly and easily be damaged beyond repair by water, but if they have only been in contact with clean water for less than 24 hours there is still hope. It may be best to prioritize your books in order of which are most precious and try to salvage them in this order. The best way to do so is by freezing them; place the books in plastic bags and put them in the freezer. You can also place a sheet of baking paper between every 20 or 30 pages, which will help to prevent the pages from sticking to each other.
Will my insurance cover me, and what will be replaced?
This will depend on your insurer, and you should check your policy to see what is covered. Some insurers will not cover for water damage caused by flooding, while others may not cover damage caused by disrepair due to your own lack of maintenance to the property. If you have a fully comprehensive policy and meet the terms required to claim, then you can expect building repairs, furniture and damaged possessions to be covered.
Can I upgrade the materials and finish in my home when it is repaired?
Any repairs or replacements will be using the same materials and finished to the same standard as previously. Some damage repair companies will offer to upgrade any materials or furnishings provided you agree to pay the difference in cost over and above the insurance estimate.
What happens if my ceilings have suffered water damage?
If the ceiling has been severely damaged by water, it may have to be partially or completely removed to aid drying. Insulation that has become soaked by water may need to be disposed of as it can cause a potential health hazard.
Is it safe to walk on the floors while they are drying out?
It is advisable to reduce traffic as much as you can, and avoid walking on the floor at all if possible. Floors can become very weak when soaked with water and you may cause further damage by walking on them. If you cannot avoid walking on the damaged areas, wear a pair of shoes as the floor is still likely to be very wet.
Will I have to replace my carpets?
Carpets will be restored where possible by water damage restoration specialists, but will often need to be replaced. Water can cause de-lamination, whereby the backing separates from the carpet fibers; and if a carpet has been exposed to water for a long period it may lose adhesion. If the wooden floor underneath a carpet has been damaged by water ingress, the carpet may need to be removed to facilitate the drying process.
Will my wooden floors need to be replaced?
Wooden flooring can be quite complex in terms of drying and restoration, and you may find that your floors have bowed or buckled under water damage. Hardwood floors with a urethane finish may be particularly difficult to dry out, and some types of flooring may even take up to three weeks to be fully dried. Flooring will need to be assessed throughout the drying process and dehumidifiers will help wooden floors to dry out more efficiently and retain their original shape. Be prepared to work with your insurance adjuster to determine whether floors need only to be refinished or completely replaced.
What about my area rugs?
Area rugs can often be salvaged by being removed from the property and cleaned and dried with specialist equipment. Make sure that the restorations company you use offers this service if you are concerned about your rugs.
Why has wet carpet been left on my stairs?
Carpeting on stairs is usually not removed during the dry-out process for safety reasons; to avoid exposing tack strips or staples. Sometimes it is essential to remove the carpet if wooden stairs have been compromised and need drying, or if the carpet has been subjected to sewage contamination; but otherwise it will be left on the stairs until such a time that it can be replaced.
Will the water create mold?
Mold can cause a series of problems both for your family’s health and for you home. It is well-known to be a contributor to health issues, and can cause flu-like symptoms, runny noses and infections. It will also damage furniture, clothes and possessions, and destroy wood within the home. Mold will grow on almost any surface that has excess moisture, but if the dry-out process is commenced fairly quickly after damage there shouldn’t be any long term problems. Most restoration companies will monitor the air not only for moisture, but also for mold spores to ensure there is no lingering effect.
Why are dehumidifiers and air movement fans used?
When water damages a property, it can be absorbed into drywalls and sub-flooring. Drying out of those surfaces requires high speed air movement created by the large fans to increase the rate at which moisture evaporates into the air. Dehumidifiers are essential to remove this excess moisture from the air and pump dry air back into the house.
Why does my house feel so dry?
Part of the drying out process involves creating a very dry atmosphere to allow as much moisture as possible to be drawn out of the property. The specialist equipment used for restoration will make your house feel much drier than usual, and you may even find that you have to water plants more often. This is a temporary situation, and once the house has been fully dried and the machinery removed, you will find that the air quality and moisture content in your home will be just as it was before.
Why does my house smell during the dry-out process?
It is quite normal to experience an increase in unpleasant odors when a house has suffered water damage, and it is not necessarily an indication of mold. Odors may be coming from the building as it
dries out, or from the accident area. Most of your belongings and furniture are not designed to be so wet, and may also emit odors while they are drying. Generally, any bad smells will disappear once the property is fully dried out.
Should I open doors and windows to let in fresh air?
Opening doors and windows is not always recommended while a property is being dried out. The weather conditions and humidity outside, particularly during winter, may let more moisture into the house than they allow out. The water damage repair company will set their equipment to the optimum operating conditions, and will advise you whether you can open windows during the dry-out.
Should I turn the heating up to help the drying process?
While it may seem like a sensible thing to do, turning the heating up will not necessarily help the property to dry out. Over-heating the house could cause extra humidity and excess moisture and actually affect the drying-out process adversely. Consult your restoration company about the best way to use the heating, if at all; they will assess all circumstances before implementing the best system to dry out your home quickly and efficiently.
Will it be safe to keep the equipment running, or should I do something with it?
The equipment used by restoration firms is highly specialized and is designed to run for several months without being switched off. It will not overheat and should be left well alone to do its job, as set by the technicians from the repairs company.
How will I know if everything is dry?
Using a water damage specialist to carry out the drying process and repairs is beneficial, as they carry highly sensitive meters to measure moisture content. These are specifically designed for the job and will highlight any areas which are not fully dry which might otherwise have been overlooked.
Why does the house have to be monitored so often?
When water damage specialists place their equipment on your home, it will be set up to operate as efficiently as possible based upon the moisture content in the house and the amount of damage. This will need to be checked on a regular basis and readings assessed so that any adjustments can be made, and any equipment can be added or removed as necessary. It is very important that technicians are allowed access to the property at all times to maintain equipment and ensure the house is quickly and properly dried out.
How much will it cost to run the drying equipment?
Most of the specialist equipment is designed with efficiency in mind. The equipment will probably be left on 24 hours a day for several days, but try not to worry about the cost too much. Estimates suggest that equipment will only cost $1-2 per day to run.
Should I turn off the equipment at night?
The drying out process must be continuous and the repair company will advise you in respect of the equipment. The general rule of thumb, unless otherwise directed, is that the fans and dehumidifiers should be left on 24 hours a day. It is easiest simply to leave them alone and forget about them.
Are any of the chemicals used harmful to my pets?
Many companies will use an anti-microbial protection such as Microban. This is to prevent the growth of microorganisms and the development of mold. Exposure to chemicals should always be avoided, and it is sensible to keep your pets away from the home during this process just in case.
Can I carry out repairs myself?
When a property has been hit by water damage, the critical part is the initial dry-out procedure. Some restoration companies will offer this service alone, while others will offer a comprehensive repairs package as part of the overall restoration. This can be useful as it means you only need to deal with one company along with your insurer, but you can hire an independent contractor for the repairs or carry them out yourself if you feel comfortable doing so. It is important to communicate with your insurance company and have their agreement to cover costs if you choose a general contractor or if you repair the property yourself.
Can I use a general contractor for the dry-out process or do I need a specialist water damage company?
Water damage specialists are just that; they will have far more detailed knowledge of drying out and repairing properties specifically in the water damage sector compared with a general contractor. They are likely to own their own specialist equipment and have fully trained technicians who are experienced in the process of restoring water-damaged properties. A more general contractor may not be fully aware of the potential to salvage rather than replace, and your insurance company may also stipulate that a specialist firm is used to reduce costs.
Is there anything else I can do?
Apart from contacting your insurance company and arranging all the paperwork, there is little else you need to concern yourself with, and you should continue with your day-to-day business as best as possible. Leave the drying out and the repairs to the specialists, and try to be patient. Within a week you
should know the extent of the damage, what parts of your property have been saved and what items need to be replaced.
Do I pay my excess directly to the restoration company?
It is your responsibility to pay the excess/deductible on your insurance policy. It should be paid directly to the damage repair company, and they will negotiate all other payments with the adjuster looking after your case for your insurance company.
Why do I need to wait for an adjuster to inspect my loss?
It is common for an adjuster to wait until the dry-out procedure has been fully completed before assessing the damage and calculating losses. They may be relying on photos or an inventory of the un- salvageable items, or they may want to inspect the property themselves. Insurance companies will try to calculate losses to the last penny wherever they can to ensure that a claim is as accurate as possible. This may seem to take a long time, but there is little you can do other than be patient.
Will my restoration company contact a contractor for repairs on my behalf?
If you have hired a company to carry out the restoration from start to finish for you, they use their own qualified staff to conduct repairs, or if needed sub-contract the work on your behalf as part of the package. If you have decided to use a different contractor for the repairs, it is your responsibility to negotiate a fee and arrange for work to be carried out. It is also your responsibility to contact your insurer and gain their approval for a separate contractor to be used for the repairs.
Does the adjuster decide on the finish to the repairs or can I choose how my house is restored?
The choice of repairs, the materials used and the standard of the finish is always your own. Your insurance company owes you like-for-like replacement or the equivalent cost; if you decide that you want to use more expensive materials, or opt for a better finish, you will be liable for any costs above the final settlement of your claim. Repair and restoration of a home after water damage is not an opportunity to renovate your home at the expense of your insurance company.
Is restoration work guaranteed?
Damage specialist companies will usually offer a guarantee on the work that they carry out, generally for a period of at least a year. Make sure you check the details of any quotes, estimates and final contracts for the length of the guarantee.
