Restoration FAQs for the Phoenix Metro Area

Do you work directly with my insurance company?

Yes. We work directly with all major insurance carriers, handle the claim paperwork, and send your adjuster the photos and moisture readings they need, so you aren’t stuck in the middle.

Can I start repairs before the insurance adjuster comes out?

Yes, for the work that stops more damage, like removing water, drying, boarding up, or tarping, as long as the damage is photographed first. Permanent repairs, such as new drywall or flooring, should wait until the adjuster has seen the damage. Our crew photographs everything before the emergency work begins.

Do I have to use the contractor my insurance company recommends?

No. The choice is yours, and any licensed contractor can do the repairs, since you’re the one who signs the repair contract. Just tell your adjuster who you pick.

Will my insurance pay for a hotel if I can’t stay in my home?

Often, yes. The part of your policy that pays for it is called loss of use or additional living expenses, and it covers costs like a hotel and meals while a covered loss keeps you out of your home. Ask your adjuster about your limits, and keep every receipt.

Does homeowners insurance cover flood or sewer backup damage?

Both can be, but usually through extra coverage. Flooding from outside needs a separate flood policy, and a sewer backup needs a sewer and drain backup add-on, while a sudden leak from a pipe or appliance inside is usually covered on its own. Whatever the source, our crew handles the cleanup.

What type of water damage does Preferred Choice Restoration treat?

Our water damage restoration covers water from any source, including burst pipes, slab leaks, roof leaks, water heaters, overflowing toilets, appliance lines, monsoon flooding, and sewer backups. Our crew finds every wet area, dries the structure, and repairs the damage.

What is the water damage restoration process?

We find the water with moisture meters, remove standing water and anything too damaged to save, and treat the area with an antimicrobial. Air movers and dehumidifiers then dry the structure, and our construction team rebuilds and repaints what was removed.

What are the signs of water damage in my property?

Look for stains on ceilings or walls, bubbling paint, and baseboards or floors that swell or feel soft. A water bill that jumps for no reason or the sound of running water with everything off can point to a hidden leak. If you notice any of these, we’ll find the source.

What should I do first after water damage?

Shut off the main water valve, and turn off power to any wet area if you can reach the breaker without standing in water. Take photos before you move anything, lift what you can off the wet floor, and call your insurer. Then call us, and our crew will start removing the water.

How long does it take to dry out a property after water damage?

Most properties dry in 3 to 5 days, though water that soaked into a slab, hardwood, or wall cavities takes longer. We check moisture levels every day and remove the equipment once the readings show the structure is dry.

Does it matter what kind of water caused the damage?

Yes. Clean water from a supply line usually means materials can be dried and kept, gray water from a dishwasher or washing machine needs sanitizing, and black water from sewage or flooding means soaked drywall, carpet, and insulation have to go. Standing water gets more contaminated over time, so it pays to call right away.

What is the fire damage restoration process?

Our fire damage restoration starts with boarding up and tarping to secure the property. Then we remove debris, dry out the water from firefighting, and clean and deodorize what can be saved, and our construction team rebuilds the rest.

Can we start cleaning the fire damage ourselves?

It’s best to leave the soot to our crew. Soot is oily and fine, so scrubbing or vacuuming it usually smears it deeper or spreads it through the air. Stay out of the sooty rooms until we can clean each surface the right way for its material.

When is it safe to go back inside after a fire?

You can go in once the fire department says it’s safe. Leave the gas and power off until a utility or licensed electrician clears them, and wear sturdy shoes, gloves, and a mask for short trips to grab essentials. Moving back in should wait until the soot and smoke odor are cleaned up and the utilities are back on.

Why does the whole property smell like smoke when the fire was in one room?

Smoke particles travel through the whole building and settle into carpet, upholstery, drywall, and insulation, even in rooms the fire never touched. Air fresheners only cover the smell for a while, so our crew cleans or removes the residue and then deodorizes the property.

Should I throw out belongings that smell like smoke?

Keep them for now, because our contents team can clean and deodorize many smoky clothes, furniture, and household items. The exceptions are food, medicine, and cosmetics exposed to heat or smoke, which should be photographed for your claim and then thrown out.

Do I need mold testing, or can you just remove the mold?

Often we can go straight to removal, since visible mold with an obvious cause doesn’t need lab testing first. Testing makes sense if there’s a musty smell but no visible growth, or if you’re not sure a stain is mold. Our mold testing and remediation starts with an inspection, and when we take samples, you get a detailed report with the results.

What are the signs of hidden mold?

A musty smell is usually the first sign, especially in closets or under sinks. Also check behind the refrigerator and dishwasher, near the water heater, and anywhere that has leaked before for swollen cabinet bases or darkened baseboards. Our crew can find the wet area and confirm if mold is there before any drywall comes out.

Can mold grow in Arizona’s dry climate?

Yes. Mold only needs a wet surface, and Arizona properties get plenty of moisture from evaporative coolers, clogged AC drain lines, and monsoon storms. Wet drywall or carpet can start growing mold within 24 to 48 hours, so our crew looks for the moisture source as well as the mold.

Can I clean up mold myself?

For a small spot on a hard surface, yes: clean it with soapy water while wearing gloves and a mask, then let it dry completely. Skip bleach on drywall or wood, and leave larger patches or mold in drywall, carpet, or framing to our crew, since that material usually has to come out.

Will mold come back after it’s removed?

Mold is unlikely to come back once the moldy material is removed and the moisture source is fixed. After that, keeping things dry is what matters: run the bathroom fan, fix drips quickly, and dry any new leak within a day or two.

Should my older property be tested for asbestos before repairs?

Yes, if it was built in 1980 or earlier and the repairs will disturb ceiling texture, flooring, or insulation, or if water or fire has already damaged those materials. Our crew handles the asbestos testing and remediation before demolition starts and safely removes anything that tests positive.

How can I tell if something contains asbestos?

Only a lab test can tell you, since asbestos can’t be identified by sight unless the product is labeled. Our crew takes the samples, so no one has to cut into the material and risk releasing fibers.

Does asbestos always have to be removed?

No. Material that’s still in good shape and outside the repair area can usually stay, and intact old flooring can often be covered. Anything the work will cut through or tear out has to be removed first, and we’ll recommend what each material needs after testing.

How do you keep asbestos dust from spreading during removal?

We seal off the work area with plastic sheeting and shut down the heating and cooling so fibers can’t spread through the building. The material stays wet during removal, and we clean the area with HEPA vacuums before repairs begin.

When can repairs start after water damage cleanup?

As soon as moisture readings show the structure is completely dry, since closing up damp walls or floors traps moisture and invites mold. Because our own construction team handles reconstruction and remodeling, the rebuild can start right away without lining up another contractor.

Who writes the repair estimate for an insurance claim?

Usually both. Your adjuster writes one for the claim, and your contractor writes one for the repair work. We send ours straight to your adjuster whenever we’re handling the rebuild.

Can I make upgrades while my property is being repaired?

Yes. We price upgrades like new flooring, cabinets, or paint colors separately from the insurance repair, so you can see what the claim covers and what you’re adding. Our construction team builds both at the same time, so it’s all one project.

What happens if more damage is found once the walls are opened?

We photograph it, add it to the repair estimate, and send the update to your adjuster for approval. Hidden damage like wet framing or mold is common, and your project manager will explain any changes before the extra work starts.

What happens to my belongings while my property is repaired?

Our contents team packs them up, makes a list of every item, cleans what smoke, soot, or water got to, and stores it all at our facility. This is called a pack-out. Once the repairs are done, we return everything to its place.

What do I need to do before a pack-out?

Very little. Set aside what you’ll use every day and anything you couldn’t replace, such as medications, ID, glasses, chargers, cash, jewelry, and important documents. Leave drawers, closets, and cabinets full, and don’t throw out damaged items, because our crew packs those too.

How long will my belongings stay in storage?

Only until the repairs are done, so it depends on how much of the property needs rebuilding. Your project manager can give you an idea once the repair plan is set.

Can water-damaged photos and documents be saved?

Many can, if you act fast. Keep wet books closed, leave stuck photos as they are, and set everything aside instead of throwing it out. Putting them in the freezer slows the damage until our contents team can go through them with you.