Thank you for choosing Paul Davis.

Transcription

1 HOMEOWNER CARE PACK

2 HE LLO. Thank you for choosing Paul Davis. We realize this is a difficult time for you and appreciate the trust you re putting in us. Your home is in good hands. We are certified restoration contractors. In emergencies caused by water, flooding, fire and smoke, storm or wind, sewer backups, vandalism and more, we use our expertise and specialized equipment to prevent further damage and put things right. But we genuinely care about making the process as simple and painless as possible for you, every step of the way. W H AT S G O I N G T O H A P P E N? If you ve never suffered property damage before, you probably have many questions. Don t worry it s your home and you are in charge. Here s how it works Your Paul Davis project manager will coordinate all the work we do in your home and will be your key contact. You ll sit down with your project manager and review an Emergency Work Authorization document, which details all the repairs required to stabilize and secure your home so no further damage occurs. When the Paul Davis team has completed emergency repairs, we ll identify the reconstruction tasks required to restore your home to its pre-loss condition. If Paul Davis gets the go-ahead to reconstruct your home, we work for YOU. WHEN WILL THE WORK S TA R T A N D F I N I S H? W H AT A B O U T C O S T S A N D N E W M AT E R I A L S? We ll discuss your daily routines and any special considerations, and then we ll create a work schedule that suits your family. Your insurance policy stipulates that you are responsible for the payment of a deductible. We typically need to collect this before we start work, but we invoice your insurance company for all remaining costs. Your insurance company will approve appropriate restoration using materials of like kind and quality. If you want to upgrade the materials or design, please discuss the changes with your project manager before any reconstruction work begins. We ll ask you to sign a change order and pay any additional costs to Paul Davis directly. Typically, we ll ask you to approve our work with a signature at the end of the job. For complex jobs, when we divide the work into phases, we might seek your approval for each phase before moving on to the next. It s all about communication: you ll know at all times who is in your home, what to expect, and what changes might be necessary. If you have any questions or concerns while we work in your home, please call us. Your project manager or a customer service professional at your local Paul Davis office will help you. Thank you again! We re looking forward to working for you.

3 H O M E A N D D RY. FA S T. We are sorry to meet you under these unfortunate circumstances, but we re very pleased to help restore your home professionally with care. Your certified Paul Davis technicians use specialized equipment and methods to get the job done quickly with the best possible results. It s important that you know a little about our techniques and are comfortable with what we are doing, so please read the following information carefully. W H AT S A L L T H AT S T U F F? The drying chambers we install to contain the wet areas in your home might look peculiar, but they are crucial! Inside a drying chamber, technicians can create an environment in which our equipment can operate at maximum efficiency and dry your home as quickly as possible. Please help us maintain this environment by establishing some simple, temporary house rules. HOUSE RULES Ensure nobody moves or adjusts the drying chambers. Do not enter the chambers. Leave all doors and windows exactly as the technicians positioned them. They are set for ideal airflow. For the first 48 hours, do not adjust the air conditioning. It s important to maintain the correct temperature for drying. Do not turn off, unplug or move any of the equipment. It is strategically placed to produce optimal drying conditions. The technicians will move equipment if and when it s required. W H AT I F? If any equipment stops running, please call us immediately. We may need to introduce an additional power supply. During the first 24 hours of drying, as moisture is released from materials into the air, it s quite normal to encounter an odor. If the odor persists beyond 24 hours or becomes a nuisance, please contact us.

4 P R O T E C T I N G YO U R B E L O N G I N G S From files and paperwork to precious mementos, you are no doubt concerned about all of your belongings right now. The next 48 hours are important: we ll work fast to salvage as much of your damaged property as possible and help document your non-repairable items in preparation for discussions with your insurance company. YO U C A N C O N T R I B U T E We ll work with you and your insurance company to get the best result. But before you speak to an insurance adjuster, you can help by preempting some of the questions they must ask. Do this by recording all the time you and your family and friends spend and have spent to protect the contents of your home. Keep receipts of any related purchases you have made. Document the details of any belongings you have thrown away or that you think are beyond repair. S A LVAG E A N D R E S T O R AT I O N Paul Davis can help you. Regardless of the type of damage you ve suffered, our specialized equipment and techniques often save property that appears to have been destroyed. For example: ARTWORK AND COLLECTIBLES Specialists can work with you and your insurance company or adjuster to clean and restore artwork and collectibles. These experts will visit your home, itemize artwork, estimate its value and determine if it needs cleaning, deodorization, restoration, or is beyond repair. They provide an independent, unbiased appraisal of the damage. ELECTRONICS Salvageable products can be cleaned and tested to ensure proper working order. We ll prepare comprehensive salvage and repair reports for prompt settlement of insurance claims. W H E N PA U L DAV I S R E S T O R E S YO U R B E L O N G I N G S Our contents restoration technicians will arrive at your home to assess the situation and conduct a room-by-room inventory of your belongings. They ll be able to clean some items on site and they will sort and package the remainder for restoration at our facility. With all of your belongings in our inventory system, we can accurately process each item and store it safely until the restoration work in your home is complete. If you want to visit our facility to inspect one or more items of your property, please call us for an appointment, and we ll have everything ready for you in one place. Finally, when you decide to retrieve your belongings, simply give us two or three days notice. Our team will return each item, carefully replacing it in its original location, or wherever you choose. PAPER RECLAMATION From photographs to household files, many paper records can be salvaged using specialized drying techniques, or scanned to digital formats. TEXTILES AND CLOTHING Many household textiles, from stuffed animals to suede clothing, can be successfully restored if removed and treated promptly.

5 24 / 7/365 EMERGENCY SERVICE AND SUPPORT Paul Davis specializes in immediate response services when a disaster large or small damages your home or business. Our goal is simple: to get your property back into working order as quickly as possible, while providing you with outstanding, caring service. We understand that when disaster strikes, it s a very stressful time. We make every effort to complete our work quickly yet thoroughly, and with the least amount of disruption to you. We ll work with your insurance company, too, making it easier for you when you need it most. The 50-year heritage of Paul Davis stands behind everything we do. We have the besttrained technicians in the industry and use the latest technology in our work. And our commitment to customer service is of utmost importance. R APID RESPONSE SERVICES Water source detection Structural drying Wood floor drying Fire and smoke damage cleanup Smoke/protein/decomposition odor removal Cleaning and restoration of soft goods and contents MOLD SERVICES Complimentary site assessment and consultation Containment and removal Source detection

6 P R O P E R T Y DA M AG E R E COV E RY G U I D E FIRST 24 HOURS Once your family s immediate needs are met, focus on properly securing the property to prevent further damage, to include: Emergency board-up Structural stabilization Roof tarp Temporary power needs Winterization of property (if necessary) NEXT HOURS Upon arrival, the Paul Davis cleaning technicians will conduct a room-by-room inventory of your personal property. The items will be secured and delivered to the Paul Davis facility. We will accurately track, secure and store your personal property until the restoration process is complete. Through the proper cleaning methods utilized by Paul Davis professionals, several items from your personal property are restorable. These items include, but are not limited to the following. Textiles (clothing, bedding, towels, rugs, leather, draperies, stuffed animals) Electronics (computers, TVs, video games, security systems, appliances) Artwork and collectible items T H E I N I T I A L S TAG E S O F T H E R E S T O R AT I O N P R O C E S S E S T I M AT E P R E PA R AT I O N FOR RECONS TRUC TION The Paul Davis estimate preparation process outlines the steps we take to ensure that all facets of the job are started and completed in a timely manner. Throughout the entire process, your Paul Davis representative will maintain clear and prompt communication with both you and your insurance adjuster. PL ANNING Complete job planning and preparation Confirmation that all necessary items are included in estimate Plans and specifications, if required Temporary power and sanitation, if required Securing required permits Pre-construction inspection Liaison with insurance adjuster, if required PRECONS TRUC TION CONFERENCE Agreement on any changes Explanation of reconstruction process and schedule Selection of materials, colors, and styles Contact information for restoration company provided Documents (books, photo albums, certificates, files)

7 WAT E R DA M AG E R E COV E RY G U I D E To ensure the fastest drying time and the best results, we ask that you review the following information: A Paul Davis technician will need access to your home. In most cases this occurs once a day to monitor and document the drying process. We will contact you to schedule the best time to complete our inspection. A lock box can be utilized to allow for the easiest access and the least disruption. We may place a monitoring device in your home to log moisture content and temperature of the air. All Paul Davis offices are certified in Applied Structural Drying (ASD). ASD maximizes the removal of water from building materials using scientific methods and specialized equipment. This approach uses the proper combination of air movement, temperature control, humidity control and dehumidification to quickly remove moisture with little disturbance to the structure or contents. ASD allows us to save building materials (including drywall, carpets and padding) and, in most cases, dry affected areas in as few as three days. This is to ensure that the equipment is working properly and is running continuously at optimal performance. Please leave all exterior doors and windows in the position set by the technicians. Proper airflow is critical for effective drying and maintaining proper airflow to provide the quickest drying time. Please keep all plastic installed by our technicians in place and sealed. In some cases we will need to form temporary walls out of plastic sheeting to create drying chambers. This reduces the area we are trying to dry, thus minimizing the time it takes to dry the structure. Disturbing the drying chambers increases the likelihood that the structure will not dry as quickly. Benefits to you: Fast response Less disruption Quality repairs Complete documentation Insurance claims assistance Please keep your A/C or heat at the temperature set by the technician. Close to 90 F creates the best drying conditions for the first 48 hours. 70 F is optimal for the last day. If the drying chamber is above or below these temperatures, the structure will not dry properly or as quickly.

8 F I R E DA M AG E R E COV E RY G U I D E The Paul Davis team of professionals is available to you throughout the entire Recovery, Reconstruction and Restoration process. The following includes important information that you will need immediately following a property fire. Knowing the proper steps to take immediately following a fire can help reduce the severity of the damage. We are available 24 hours a day to respond to emergency calls for: Fire & smoke damage cleanup Emergency board-up and tarping Water extraction & drying Structural stabilization Deodorizing surfaces & odor removal Mold remediation When a fire emergency occurs, Paul Davis professionals are trained to navigate the crisis and begin your recovery process. Our Emergency Recovery Team is trained to care for both your property and your immediate well-being. Our expertise will diminish the severity of your property damage, as well as reduce the length of time you are inconvenienced and out of your home. Victim Assistance is available as soon as Paul Davis Emergency Recovery is on site offering professional, personalized care and making sure you are safe and secure. Actions to Take Immediately Following a Fire Seek medical attention immediately if necessary Contact family and friends Contact your insurance company Secure shelter for you and your family for the next 72 hours Gather prescriptions, refill information and important medical history Retrieve important documents such as wills, passports, birth certificates Take several days worth of clothing for each family member Turn off all utilities if possible Arrange for pet care Have the property secured

9 DO S AND DON TS AFTER A FIRE DO contact your insurance company or insurance agent immediately to file a claim. This step will alert them about the fire and allow them to assign a claim representative, who will set the claims process in motion. DO wait for the fire department to release the scene before entering your home. DO make arrangements to protect your property from further damage or theft. This should include boarding up broken windows or doors, providing temporary power, and drying the building to prevent additional water damage or mold. DO take with you any valuables such as jewelry, cash, and credit cards if your home is uninhabitable. DO NOT enter a property that has sustained heavy fire damage unless it has been inspected and deemed safe to re-enter. DO NOT disturb the point of origin of the fire. In order to determine the cause of the fire, your insurance company may conduct an origin and cause investigation. DO NOT throw away anything damaged by the fire. If you do not have documentation of your loss you may not be compensated for it. DO NOT enter the premises if you have any pre-existing medical conditions that may be aggravated by a smoke odor environment. DO keep all receipts for additional living expenses related to your fire, which may include hotel receipts, food purchases, etc.

10 K N O W YO U R R I G H T S YO U R R I G H T S A S A C O N S U M E R The agreement between you and your insurance company is a contract. This contract imposes certain rights on you to preserve and protect the insured property from further damage and loss. It is recommended that you obtain Emergency Services to safeguard your property from any further loss. Consequently, in the event of a disaster or mishap, your immediate objective is to contract an appropriate service company that is skilled in insurance related matters. Before any work begins, you are entitled to receive a detailed listing of the scope of repairs and quantities of materials to be provided. Provisions for hidden or latent problems related to the damage should also be spelled out in as much detail as possible. You are entitled to, and should reject, any contract that does not incorporate all federal, state, and local requirements for construction work. Ask your professional restoration company for this important information. B E AWA R E O F T H E F O L L O W I N G A S YO U P R O C E E D W I T H YO U R C L A I M : An adjuster will likely be assigned to your claim. Your restoration contractor will work closely with your adjuster to return your property to its pre-loss condition. It is the adjuster s responsibility to make sure you are fully compensated for your loss. You do not have to pay extra for their assistance as it is included in your policy s premium. Be advised, if you contract the services of a public adjuster that you will be obligated to pay a set percentage of your total claim settlement to that public adjuster firm. You must then make all necessary repairs with the balance of that settlement. You may take, and be fully compensated for, the reasonable costs of Emergency Services to safeguard your property from further damage after a loss. If you have secured adequate coverage, you are entitled to be paid for the replacement value of fully restoring your property to its pre-damage condition.

11 Q UA L I T Y, SERVICE & WORKMANSHIP Our 50-year heritage of expertise and professionalism in the property damage restoration industry is focused on delivering quality service and workmanship in everything we do. Paul Davis has a commitment to customer satisfaction that we will demonstrate and prove to you. C A R E & C E R TA I N T Y Our trained, certified and highly skilled technicians repair water, fire, mold, and storm damage with the utmost care, craftsmanship and courtesy. We uphold the values Mr. Paul Davis embedded in this company beginning in 1966 and pride ourselves on serving you the Paul Davis Way. From start to finish, Paul Davis professionals restore property while working hand-inhand with you throughout the entire recovery process. S E R V I C E S W E P R O V I D E 2 4 / 7/ Water extraction & drying Fire & smoke damage Wind & storm damage Mold remediation Emergency board-up and tarping Odor removal and air purification Trauma & biohazard cleanup Household goods cleaning & restoration Environmentally responsible cleaning products Reconstruction & remodeling Residential & commercial