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Our insurance claims process
Most claims turn on evidence gathered while the building is still wet or still smells of smoke. Gathering it is our job. What your policy covers is your carrier's call, and we are careful about the difference.
- Free estimates, no upfront costs
- We answer 24/7, on site within 60 minutes
- We work with all insurance companies
Insurance billing
We bill your insurer directly
You hire us and you are our customer, which is the whole of who we answer to. We bill most carriers directly for the restoration work, so you are not fronting the cost of the drying and the repairs while a claim is processed. What we send them is the file we build on site: the moisture readings taken daily, the photographs from before anything was moved, the scope of what came out and what went back. What the policy pays is decided by the carrier and their adjuster, never by us, and the documentation is what that decision gets made on.
Direct billing subject to your policy and carrier approval.
Why the paperwork matters
We record the evidence before the cleanup starts
Nobody reads their policy before a pipe bursts. The part you can still influence afterwards is how well the damage is recorded, and that has a short window.
A gap in the record is a gap in the claim
A carrier evaluates what it can see. Damage that was dried out before anyone photographed it is damage that is difficult to substantiate afterwards.
Incomplete paperwork is what causes delays
Missing readings, missing photographs and vague scopes are the common reasons a file goes back and forth instead of moving.
The adjuster needs to see it, not be told about it
An inspection goes better when there is a measured record to walk through. That is a practical advantage, not a legal one.
How a claim runs
What happens on a claim, and which parts are ours
From the first inspection to the last repair. Where a step is yours or your carrier's rather than ours, it says so.
On-site inspection
We inspect for visible and hidden damage from the water or the fire, including what has traveled inside walls and under floors.
Documenting the damage
Photographs, moisture meter readings, thermal images and a written scope of what is affected. This is the record everything later is built on.
You open the claim
You call your carrier and open the claim; it is your policy and your claim to file. Tell them a restoration company is already on site documenting the loss.
We hand over the documentation
The complete package goes to you and, with your say-so, to your carrier. You keep a copy of every photograph, reading and log.
The adjuster inspects
We meet the adjuster at the property and walk them through what we found, what we removed and why. Questions about the building get answered on the spot.
Mitigation and drying continue
Work does not wait on paperwork. Drying carries on while the claim moves, because the damage does not pause for it.
Repairs, once you approve them
When you and your carrier have settled what is covered, we put the building back. Same company, same file, no handoff to a separate rebuild contractor.
What we do
What we document, measure and send
Record the damage while it is still there
Photographs, thermal imaging and moisture readings taken before anything is removed or dried. Once a building is dry, the evidence of how wet it was is gone.
Measure the drying, every day
Daily moisture readings and a drying log per job, so the record shows what the structure was doing rather than what anyone remembers.
Write the estimate in the format carriers use
Line-item estimating in Xactimate, which is the software most carriers price restoration work in, so the numbers arrive in a form the file can actually use.
Send the complete file, and give you a copy
Photographs, readings, logs, scope and estimate in one package. You get all of it, so nothing about your own claim is only in our hands.
Meet the adjuster at the property
When an adjuster inspects, we are there to show what was found and where. We answer questions about the building and the work.
Bill your insurer directly
You have enough to deal with. Handling the billing is the least we can do about the part of it that happens at a desk.
Why homeowners pick us for a claim
What we bring to the paperwork
You are choosing who records the damage, not who decides the claim. Here is what that choice actually rests on.
We work here
Across 25 cities on both sides of the state line, on the housing stock and the weather this metro actually has.
Certified, and you can check it
IICRC Certified Firm #56517068, and general contractor licenses in both states: NC #83926, SC CLG-123544.
Someone answers, any hour
Water damage does not keep business hours, and the first hours are the ones that decide how much of a building gets saved.
Straight answers about what we can and cannot do
Including the part above. You should know which half of a claim is ours before you hire anyone.
Our customer reviews
Customer reviews from our restoration work
Real reviews from real jobs, in the reviewer's own words, including homeowners in Pineville and Matthews.
Restoration work is a stressful thing to hire for, so see what people say about how fast we answered, and how the job actually went.
Donald CrenshawCame in 30min for a freak accident with a water cooler. Explained everything and put my mind at ease. Very informative, 10/10.
Taylor MaxwellWhen we noticed a water stain on the ceiling, we called Dan and he was at our house within the hour. He made an assessment and had his team out same day. They were polite, professional, and efficient. Highly recommend!!
247 Aquadry recently helped with the water damage at my home in Pineville after a refrigerator leak caused damage to our floors and cabinets. They were responsive, professional, and quickly diagnosed and remediated the water damage with minimal impact to the surrounding areas.
What can I say about Dan and his team at 24/7 AquaDry other than they are ABSOLUTELY AMAZING! From our very first call, as water was pouring between our first and second levels in our home, Dan and his team were responsive, compassionate, supportive, knowledgeable, and effective.
Dan and his team were responsive, timely, friendly, and resourceful. They arrived when they said they would, provided a bid when they said they would, and completed the job within their estimated timeframe. Their professionalism and care stand out. I felt well taken care of throughout the process. I highly recommend 24/7 AquaDry!
Ernesto RodriguezDan was extremely helpful throughout the whole process helping us with water damage concerns at our property in Matthews. He was very knowledgeable, easy to work with, and took the time to explain everything clearly instead of just trying to rush through the job. You can tell he genuinely cares about helping people and doing things the right way.
FAQ
Insurance questions we get asked
Will my insurance cover this?
That depends on your policy and the cause of the loss, and only your carrier can answer it. What we can do is make sure they are deciding with complete information: what was wet, how far it went, and what the repair involves.
Will filing a claim raise my rates?
It can, and it is not automatic. Insurers record claims in a shared claims-history database and use past claims as a factor in pricing, so a claim stays visible on the property record for five to seven years. Whether one claim moves your premium depends on your carrier, your history and your state, which makes it a conversation for your agent. Our part is documenting the loss properly from the first visit, so you make that call with the real size of the loss in front of you instead of a guess.
Which parts of an insurance claim are not yours to handle?
Three, and we would rather say so plainly than have you find out later. We do not decide what your policy covers: that is between you and your carrier, and only your policy and your adjuster decide what is paid. We do not negotiate or appeal a claim for you, because representing a policyholder in a claim negotiation is public adjusting, a licensed activity in both Carolinas, and if you want an advocate a licensed public adjuster is the right person to call. And we do not promise a settlement figure, because anyone who tells you what your claim will pay before the carrier has evaluated it is guessing. What we can promise is that the file will be complete.
Who decides whether flood damage is covered?
Flooding is usually excluded from a standard homeowner policy and covered by separate flood insurance, but the wording that matters is the wording in your policy and your carrier is who confirms it. Either way, we document the loss the same.
Do I have to file the claim before you start?
No, and waiting is usually the more expensive option. Emergency mitigation is what stops the loss getting bigger, and the documentation we take on arrival is what the claim is later built from. Call us and open the claim in parallel.
How long does a claim take?
Every carrier runs its own timeline and we do not control it. What we can say is that a complete file moves faster than an incomplete one, which is the whole reason the documentation above is done the way it is.
Who talks to the adjuster?
We meet the adjuster at the property and show them what we found, what we did and why. What we do not do is represent you in the claim itself: negotiating or settling on a policyholder's behalf is public adjusting and requires a license we do not hold.
What are my options if a claim is denied?
Your documentation is yours, and you keep a full copy of everything we recorded, which is what any review of a denial starts from. A licensed public adjuster or an attorney is who you would take that to.
Do you bill my insurance company directly?
Yes. We invoice your carrier for the covered work rather than asking you to pay up front and claim it back.
Are you licensed to do the repairs as well?
Yes. General contractor licenses in both states (NC #83926, SC CLG-123544), so the drying and the rebuild are one company and one file.
Free estimate
Request a free,
no-obligation estimate
Send us the details and we will call you back. This works at 2am when you would rather not talk on the phone.
- On site in 60 minutesFrom your call to our arrival.
- Available 24/7Someone answers, any hour.
- Free estimateNo obligation, no pressure.
In an emergency, calling is faster.Call (704) 912-4001