How Does the Restoration Process Work?
When disaster strikes, it’s an unnerving experience that can leave you feeling helpless and out of control. In those first hours and days, you want to know that things will be fixed, and you’ll be able to return to normal. At DKI-CRCS, we’ve got 40 years of experience in helping you get your life back on track after a catastrophic event.
To help you understand what to expect during the restoration process, Project Manager Brian Kelly sat down to share his thoughts after 15 years in the industry.“Our job really comes down to good conversations and clear communications,” said Kelly. “Most people are mad and frustrated at the situation and want to feel a bit more in control. We’re here for them, and here to help.”
The basic claims process is straightforward. When a person calls their home or business insurer to make a claim following a disaster, DKI-CRCS will receive notification from the insurance company, and assigns a Project Manager (PM) or PM Assistant to show up for an initial assessment.
“I’ll sit down and speak with the client to explain everything that needs doing based on what we’ve assessed, and listen to what the concerns of the client,” said Kelly. “It’s not just building materials and clean up. We also want to make sure we’re aware of any heirlooms or family treasures in a home that need careful consideration. We treat everything as if it’s our own.”
Once the initial conversation is complete, work crews come out to tear out any damaged materials so the project manager can confirm or tweak the initial assessment. A final estimate for rebuilding is completed and once again the PM will sit down with the client to review the project so far and discuss future steps.
Provided the insurance company approves the estimate, the work can begin. One more sit down will take place to help review all aspects of the process. The client will get to review material choices and select finishes, fixtures, and flooring options.
“A lot of the claims process is about having compassion,” said Kelly. “We try to accommodate the insured in all possible ways.”
Behind the scenes, Kelly works with the insurance companies as the estimates and quotes get finalized. He’ll co-ordinate with tradespeople to make sure that they can arrive on site and be as efficient as possible.
“The goal is to get things back to normal as quickly as possible,” said Kelly.
Often, it’s little touches that come from a depth of experience that can make the difference. After a flood event, drying equipment works to remove all the moisture from the impacted area, and can leave pets feeling dehydrated.
“I always make sure to tell the client about this, and we’ll often put down an extra bowl of water so pets have plenty to drink,” said Kelly. “I try to put myself in the family’s position, and think of what we can do to make things easier for them.”
Kelly will often contact clients almost daily if the project is moving quickly. If timelines get stretched out, he still reaches out at least once a week to check in with the client and provide updates. Even when things go wrong – a precious heirloom that cannot be repaired or restored, or delays in work – Kelly makes it clear there’s just one way forward.
“Clear, direct communication is best. We have to deal with it head on and be communicating all the time,” said Kelly.
No matter what happens to your home or business, DKI-CRCS works hard to make things right. While we hope you don’t need our help, we’ll be there when you need it, to help you feel in control following a disaster. If you ever have questions, you can reach us at 1-800-563-3477