Frequently Asked Questions

In most cases, yes — but it depends on the cause. Standard homeowners insurance covers sudden and accidental water damage such as a burst pipe, appliance failure, or an overflowing bathtub. It does not typically cover gradual damage caused by slow leaks or lack of maintenance. Flood damage from rising water or storm surge requires a separate flood insurance policy.

If you are unsure whether your damage is covered, call Emergency Restoration Team at (704) 525-4552. We help you document the damage and communicate with your adjuster from day one.

Most standard policies cover:

• Burst or frozen pipes
• Accidental overflow from appliances (washing machines, dishwashers)
• Water damage from putting out a fire
• Leaking roofs caused by a covered storm event
• Accidental discharge from plumbing systems

Policies typically do NOT cover:

• Flooding from outside the home (requires flood insurance)
• Gradual leaks or seepage
• Sewer or drain backup (unless you have a water backup rider)
• Damage caused by lack of maintenance

Follow these steps immediately after water damage occurs:

1. Call Emergency Restoration Team at (704) 525-4552 to begin emergency mitigation — stopping the damage from spreading is your first priority.
2. Document everything with photos and video before anything is touched or removed.
3. Call your insurance company to report the claim as soon as possible.
4. Do not throw away damaged materials until your adjuster has inspected them.
5. Keep all receipts for emergency expenses such as hotel stays or temporary repairs.

Emergency Restoration Team works directly with your insurer and can assist with the documentation process from start to finish.

It depends on the extent of the damage and your deductible. For minor damage that costs less than or close to your deductible, paying out of pocket may be more practical to avoid a potential rate increase. For significant water damage — especially damage behind walls, under flooring, or involving mold risk — filing a claim is almost always worth it.

Unmitigated water damage grows exponentially more expensive over time. Call us at (704) 525-4552 for a free assessment before deciding.

• Inspect hoses on washing machines, dishwashers, and refrigerators annually and replace every 5 years
• Know where your main water shutoff valve is and test it regularly
• Install water leak detectors near appliances and under sinks
• Keep gutters and downspouts clear to prevent roof and foundation leaks
• Have your roof inspected after major storms
• Maintain your HVAC condensate drain lines
• Insulate pipes in unconditioned spaces to prevent freezing

First, request the denial in writing and ask for the specific policy language used to deny your claim. You have the right to appeal the decision. You can also hire a licensed public adjuster to represent you, or consult with an attorney who specializes in insurance disputes.

Emergency Restoration Team can provide detailed documentation of the damage that may support your appeal. Do not accept a denial without fully understanding your rights.

Most policies cover the cost of repairing the damage caused by the leak — drywall, flooring, structural materials — but not necessarily the cost of repairing the pipe itself. Coverage limits depend on your specific policy. Some policies have sub-limits for water damage.

Review your declarations page or call your agent to confirm your coverage amount. Emergency Restoration Team provides detailed line-item estimates that align with insurance documentation standards.

If the mold is a direct result of a covered water damage event, most policies will cover mold remediation up to a certain limit. However, many policies have a mold coverage cap, sometimes as low as $5,000 to $10,000. If the mold resulted from a slow leak or neglected maintenance, it is typically not covered.

Speed matters — mold can begin growing within 24 to 48 hours of water damage. Calling Emergency Restoration Team immediately after water damage significantly reduces the risk of mold developing.

No. Standard homeowners insurance does not cover flood damage from rising water, storm surge, overflowing rivers or streams, or heavy rainfall entering the home from outside. Flood insurance must be purchased separately through the National Flood Insurance Program (NFIP) or a private insurer.

If your home is in a flood zone, your mortgage lender likely requires it. If you experience flood damage without flood insurance, call us at (704) 525-4552 to discuss your options.

The single most important factor is response time. The longer water sits, the more it spreads behind walls, under floors, and into structural materials — dramatically increasing repair costs. Calling Emergency Restoration Team immediately at (704) 525-4552 minimizes secondary damage. We use commercial-grade drying equipment to stop the spread before it reaches areas that require full replacement.

1. Shut off the water source if possible
2. Turn off electricity to affected areas if there is standing water
3. Do not use a standard household vacuum to remove water
4. Call Emergency Restoration Team immediately at (704) 525-4552
5. Document damage with photos and video
6. Call your insurance company to report the claim
7. Do not throw away damaged items until the adjuster has seen them

It depends on the cause of the roof leak. If a storm caused the roof damage that led to water intrusion, it is typically covered. If the leak is due to age, wear and tear, or lack of maintenance, it is usually not covered. Keep records of roof inspections and maintenance — these can be critical in supporting a claim.

Sudden water damage happens unexpectedly and all at once — a pipe bursts, a toilet overflows, a storm breaks a window and rain enters. This is almost always covered by homeowners insurance.

Gradual water damage develops slowly over time — a slow drip under a sink, a small roof leak that goes unnoticed, moisture seeping through a foundation wall. Gradual damage is typically excluded because insurers consider it preventable through routine maintenance.

Usually not. Water backup coverage — which covers damage from sewer backups, sump pump failures, or drain overflows — is typically a separate endorsement you must add to your policy. It is one of the most commonly overlooked coverages and one of the most important for Charlotte-area homeowners. Check your policy or call your agent.

Yes. Burst pipes are one of the most common covered water damage events. Coverage typically includes water extraction, structural drying, removal and replacement of damaged drywall and flooring, and any other materials affected by the water. Emergency Restoration Team documents all of this for your insurer. Call us at (704) 525-4552 the moment a pipe bursts.

Unrepaired water damage leads to structural deterioration of wood framing, subfloor, and drywall. Mold can begin growing within 24 to 48 hours and spread rapidly through wall cavities. Electrical systems can be compromised. Insulation loses effectiveness when wet. Long-term moisture exposure can lead to foundation issues.

What starts as a relatively contained incident can become a six-figure repair if not addressed immediately by a professional restoration team.

• Water stains or discoloration on ceilings, walls, or floors
• Peeling, bubbling, or warping paint or wallpaper
• Soft or spongy spots in flooring
• Musty or earthy odors that do not go away
• Visible mold growth — black, green, or white patches
• Increased humidity indoors without explanation
• Higher-than-normal water bills suggesting a hidden leak

Yes, in most cases. If a washing machine, dishwasher, refrigerator, or water heater suddenly fails and causes water damage, that is considered sudden and accidental and is typically covered. The appliance itself may not be covered, but the resulting water damage to your home usually is. Emergency Restoration Team works with all major insurance carriers and can help document the damage properly.

When you have a mortgage, your lender has a financial interest in your property. If your insurance company issues a claim payment, they are required to include your mortgage lender as a co-payee on the check. This means both you and your lender must endorse the check before the funds can be used. Your lender will typically hold the funds in an escrow account and release them in draws as repairs are completed and verified.

Because your mortgage lender has a lien on your property and a financial interest in ensuring the home is properly repaired. This protects the lender’s collateral — your home. It is standard practice and required by virtually all mortgage agreements. It is not a penalty or a red flag — it is a built-in protection.

This varies by lender. Some mortgage servicers process the check within a few days. Others can take two to four weeks, especially large servicers with high claim volumes. To speed up the process, contact your lender’s insurance loss department immediately, have your claim number ready, and submit all required documentation in one complete package.

Emergency Restoration Team can help you prepare the documentation your lender needs.

Yes, and some do. Most states have regulations limiting how long a lender can hold insurance funds, but enforcement varies. If your lender is delaying unreasonably, document every communication in writing, ask for written explanations for any delays, escalate to a supervisor, and if necessary consult a housing counselor or attorney.

Do not let delays stop you from beginning emergency mitigation — call Emergency Restoration Team at (704) 525-4552 and we can work with you on payment arrangements while the process resolves.

Your mortgage agreement almost certainly includes a clause requiring the lender to be listed as a loss payee on your homeowners insurance policy. This is standard. It ensures the lender’s interest in the property is protected if the home is damaged.

• Call the lender’s insurance loss or claims department directly — not general customer service
• Have your loan number, claim number, and adjuster contact information ready
• Ask exactly what documentation they require and submit it all at once
• Request their timeline in writing
• Follow up every 3 to 5 business days with a documented call log
• Ask if they can do a remote or virtual inspection to speed up the draw process

File a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. You can also file a complaint with your state’s banking regulator. Consult with a HUD-approved housing counselor or a real estate attorney. Document every interaction in writing.

Do not stop the repair process if possible — Emergency Restoration Team can discuss flexible payment options.

No. Insurance claim funds are intended to pay for repairs to your home. Using them for mortgage payments could be considered misuse of insurance proceeds and violate your mortgage agreement. It could also result in your lender declaring you in default if the home remains unrepaired. Use the funds for restoration and contact your lender directly if you are having difficulty making mortgage payments.

You have the legal right to choose your own licensed and insured restoration contractor. Politely but firmly tell the adjuster you have already retained Emergency Restoration Team. Insurance companies can suggest preferred vendors but cannot legally require you to use them in most states.

Your policy covers the cost of restoration — not a specific company. Choosing your own contractor ensures your interests are represented, not the insurer’s cost-cutting goals.

Preferred vendors have agreements with insurance companies that can incentivize cutting costs — which means cutting corners on your repairs. These contractors may use lower-grade materials, perform incomplete drying, or rush the job to meet the insurer’s cost targets.

When you hire Emergency Restoration Team, we work for you — not the insurance company. Our goal is to restore your home completely and correctly, and we document everything to support your full claim.

Yes. In virtually every state including North Carolina and South Carolina, you have the right to hire any licensed and insured contractor you choose for insurance-covered repairs. Your insurance company cannot legally force you to use their preferred vendor.

If an adjuster pressures you otherwise, ask them to show you the policy language that requires it — they cannot, because it does not exist.

Yes, as long as the contractor is licensed, insured, and the work performed is consistent with the approved scope of repairs. If there is a dispute about the cost, your contractor can negotiate directly with the adjuster or you can invoke the appraisal clause in your policy.

Emergency Restoration Team has extensive experience working with insurance adjusters to ensure fair and complete settlements.

Expect the adjuster to present an initial estimate that may undervalue the true cost of repairs. This is normal and does not mean the claim is being denied. You have the right to dispute the estimate with documentation.

Emergency Restoration Team provides detailed line-item estimates using industry-standard pricing software (Xactimate) that adjusters recognize and accept. We negotiate on your behalf to ensure the approved amount covers the full scope of work.

• They pressure you to accept a settlement before all damage has been assessed
• They discourage you from hiring your own contractor
• They refuse to put things in writing
• They minimize obvious damage during inspection
• They rush the inspection without thoroughly examining the property
• They fail to return calls or provide written documentation of decisions

If you experience any of these, document everything and consider consulting a public adjuster or attorney.

In some cases, yes. You can negotiate a cash settlement with your insurer and then hire your own contractor independently. However, make sure the cash settlement covers the full cost of repairs before accepting. Once you accept a final settlement, it may be difficult to reopen the claim.

Emergency Restoration Team can review the settlement offer to ensure it is sufficient before you sign anything.

• Do not accept the first offer without reviewing it carefully
• Get a detailed written estimate from Emergency Restoration Team
• Request a re-inspection with your contractor present
• Submit a formal written dispute with supporting documentation
• Invoke the appraisal process in your policy if needed
• Consult a public adjuster for complex disputes

Pros:

• Represents your interests exclusively
• Often increases final settlement amounts
• Handles all communication with the insurer

Cons:

• Charges a percentage of the settlement (typically 10 to 15 percent)
• Adds time to the process
• Not always necessary for straightforward claims

For most water damage claims in Charlotte, working with a trusted restoration company like Emergency Restoration Team alongside your own adjuster is sufficient. We provide the documentation and estimates that support maximum settlement without the added cost of a public adjuster.

Timeline varies, but here is a general framework:

• Emergency mitigation (water extraction, drying): Often paid within 2 to 4 weeks after completion and documentation submission
• Reconstruction phase: Typically paid in draws as work is completed and inspected
• Full settlement: Can take 30 to 90 days depending on claim complexity and insurer responsiveness

Emergency Restoration Team manages the billing and communication with your insurer so you do not have to coordinate the payment process yourself.

Simple claims with clear documentation can be resolved in 2 to 4 weeks. Complex claims involving significant structural damage, mold, or disputes over coverage can take 60 to 90 days or longer.

The single biggest factor you can control is documentation — the more complete and organized your initial claim documentation, the faster the process moves. Emergency Restoration Team handles this from day one.

This depends on your arrangement with your contractor and your mortgage situation. If you have a mortgage, your lender will typically be on the check. You can assign benefits to your contractor, allowing them to bill the insurer directly. Or payment can go through you first.

Emergency Restoration Team works with whatever arrangement is most efficient for your situation.

Restoration companies typically work directly with the insurance carrier, submitting invoices and documentation for completed work. Payment is issued once the insurer approves the work scope and cost. For homeowners with mortgages, funds may go through the lender’s escrow process.

Emergency Restoration Team handles all billing directly with your insurer and guides you through any mortgage company requirements.

1. “I think the damage is minor” — let professionals assess the scope, not you
2. “I’m not sure when it happened” — vague timelines can be used to deny claims
3. “I already started cleaning it up” — document first, remediate second (with a professional)
4. “I don’t think I need to file a claim” — always let a professional assess before deciding
5. “Just give me whatever you think is fair” — never waive your right to a full assessment

Adjusters evaluate the cause of loss, the extent of damage, your policy coverage and limits, and the cost of repairs using pricing databases like Xactimate. They may also apply depreciation to reduce the payout.

Emergency Restoration Team uses the same Xactimate platform that adjusters use, ensuring our estimates speak the same language and are taken seriously during negotiations.

1. They are IICRC certified — the industry standard for restoration professionals
2. They are fully licensed and insured in your state
3. They provide written estimates and documentation before work begins
4. They communicate clearly throughout the process and are available 24/7
5. They have verifiable local reviews and references

Emergency Restoration Team meets every one of these criteria. Call us at (704) 525-4552 to verify.

1. Are you IICRC certified?
2. Are you licensed and insured in North Carolina and South Carolina?
3. Do you work directly with insurance companies?
4. What is your response time for emergencies?
5. Can you provide references from local customers?

Emergency Restoration Team answers yes to all five. We respond within 60 minutes across the Charlotte metro area and both Carolinas.

• Photograph and video every affected area before anything is moved or cleaned
• Document all damaged personal property with photos and serial numbers if applicable
• Keep all damaged materials until the adjuster has inspected them
• Save all receipts for emergency expenses
• Write down a timeline of events as you remember them
• Note the name and contact information of anyone you speak with at the insurance company

Emergency Restoration Team uses thermal imaging and moisture mapping to document damage that is not visible to the naked eye — this documentation is critical for full claim approval.

Look for these non-negotiables:

• IICRC certification — the gold standard for restoration professionals
• Local presence — a company that actually serves your area and knows the region
• 24/7 availability — disasters do not happen on business hours
• Insurance experience — they should work directly with your insurer
• Licensed and insured — verified in your state
• Transparent pricing — written estimates before work begins
• Verifiable reviews — real local customers, not anonymous testimonials

Emergency Restoration Team meets all of these criteria and serves Charlotte NC, Fort Mill SC, Rock Hill SC, Waxhaw NC, Matthews NC, Huntersville NC, and surrounding communities.

Beyond the basics, look for a company that:

• Uses commercial-grade drying equipment, not consumer-grade fans
• Performs moisture mapping and thermal imaging to find hidden damage
• Documents everything for your insurance claim
• Communicates proactively throughout the process
• Has a local owner you can actually speak with — not a national call center

• They demand large upfront cash payments
• They knock on your door unsolicited after a storm (storm chasers)
• They cannot provide proof of license and insurance
• They pressure you to sign immediately without reviewing a written estimate
• They are not listed in any verifiable directories (BBB, IICRC, Google)
• They have no local presence or verifiable local reviews

1. Are you IICRC certified?
2. Are you licensed and insured in this state?
3. What is your typical response time for emergencies?
4. Do you work directly with insurance companies and adjusters?
5. Can you provide a written estimate before work begins?
6. How will you document the damage for my claim?
7. Who will be performing the work — your employees or subcontractors?
8. How will you communicate with me throughout the process?
9. What equipment do you use for drying and remediation?
10. Do you have local references I can contact?

• Never hire a company that shows up unsolicited after a storm
• Always verify license and insurance before signing anything
• Do not pay the full cost upfront — legitimate companies work with insurance timelines
• Research the company on Google, BBB, and the IICRC contractor directory
• Get a written estimate before any work begins
• Do not sign an Assignment of Benefits unless you fully understand what you are signing

For disaster restoration specifically — water damage, fire damage, mold remediation, or sewage cleanup — always hire a certified restoration company first. General contractors are skilled at building and renovation, but they are not trained in moisture science, mold protocols, or insurance documentation.

Emergency Restoration Team handles both the mitigation phase and the full reconstruction, so you do not need two separate companies.

• Check the IICRC contractor directory at iicrc.org
• Verify their contractor license with the NC Licensing Board for General Contractors or the SC Contractor’s Licensing Board
• Check their BBB rating and accreditation status
• Read their Google reviews and look for specific, detailed local experiences
• Ask for their Certificate of Insurance and verify it is current

A full-service restoration company like Emergency Restoration Team provides:

• Emergency water extraction and structural drying
• Fire and smoke damage cleanup and deodorization
• Mold testing, remediation, and prevention
• Sewage and biohazard cleanup
• Storm damage mitigation and tarping
• Content cleaning and pack-out
• Full reconstruction and rebuild

Costs vary widely depending on the type and extent of damage:

• Water damage mitigation: $1,500 to $10,000+ depending on size and scope
• Mold remediation: $1,500 to $5,000 for contained areas; more for widespread mold
• Fire and smoke cleanup: $3,000 to $25,000+ depending on severity
• Sewage cleanup: $2,000 to $10,000+

Most costs are covered by homeowners insurance for covered events. Emergency Restoration Team provides free assessments and works with your insurer to ensure maximum coverage. Call (704) 525-4552 for a free evaluation.

• Verify IICRC certification — it requires adherence to industry standards
• Ask about their mold and asbestos protocols — these require specific handling procedures
• Confirm they use EPA-registered antimicrobial treatments
• Ask how they dispose of damaged materials
• Verify they follow OSHA guidelines for worker safety

Every hour water sits in a structure increases damage exponentially. Within 24 hours, drywall saturates and begins to break down. Within 48 hours, mold begins to grow. Within 72 hours, structural materials are at risk.

Emergency Restoration Team responds within 60 minutes across the Charlotte and Fort Mill area — because in restoration, speed is not a selling point, it is a structural necessity.

1. Faster response — we are already in your area, not dispatched from another city
2. Local knowledge — we know Charlotte’s building styles, weather patterns, and common damage types
3. Direct communication — you speak with the owner, not a call center
4. Community accountability — our reputation depends on our neighbors
5. Insurance relationships — we have established working relationships with local adjusters