Frequently Asked Questions

How long will the restoration process take?

Well... that all depends on the size of your loss. We can generally give you a reasonable estimated time from within the first 48 hours. Sometimes unforeseen issues arise during the emergency or restoration process, but we will keep you informed of any changes along the way.

Who do I pay my deductible to and when?

Your deductible is usually paid directly to Restorex before the restoration phase of your claim begins. Your insurance company relies on us to collect this on their behalf. When the claim is over. they reduce the total they pay us by the amount of your deductible. You can pay via cash, cheque, debit, Interac e-Transfer, VISA, or MasterCard 

Where do my items go when they leave my property?

After an initial survey procedure and communication between you, your insurance adjuster, and us; we will be able to make decisions on what is salvageable and what is not. All salvageable contents are safely packaged, inventoried, and stored at either our secure facility or on your property, perhaps in an on-site storage container. After inspection and cleaning, they are held in storage awaiting their return. If you are in need of anything, please let us know and we will make it our priority to get it back to you as soon as possible. Our advanced inventory tracking system will make this a breeze.

What if I want to make changes during the reconstruction?

If you have any upgrades or additional work you would like us to quote, while we are working at your property; we would be glad to do so. Any changes made to your insurance restoration scope of work will have to be dealt with on a one-on-one basis in communication with you, us and potentially your insurance adjuster. We will make every effort to accommodate all requests. If agreed upon and approved we will ask you for a signed Change Order with details of the changes or additional work. Payment is required prior to commencement of work.

Why do I have to sign a work authorization? Isn't my insurance company hiring you?

Even though your insurance company is paying for our services, the contract to work at your home or business is still with you. We work around your schedule and do what we can to make a tough situation better. Our commitment is to YOU!

Should we stay home while people are working at my house?

For most cases you can stay put and we will do everything in our power to make things the least disruptive as possible, but sometimes it just makes sense to be out of your home while we get things back the way they were. If the severity of the loss is extreme or unsanitary, not being in the home will allow to work more efficiently and get your house back to normal faster, and safer. Some of the equipment we use is very noisy, so it may be difficult to sleep with it on. You may want to check with your insurance broker or adjuster about options for alternative accommodations.

If you have any more questions:

Talk to your Project Manager, call our offices, or talk to your insurance broker or adjuster.

If you specifically have questions about your insurance policy or coverage, please talk to your insurance broker or your adjuster, as we do not have access to that information.