Common Questions
Frequently Asked Questions
Property damage is stressful. The questions below are the ones we get most often — from homeowners in crisis at 2 AM, from property managers handling tenant emergencies, from realtors mid-escrow, from insurance adjusters working claims. If your question isn’t here, call us at (818) 486-6546 — we’re available 24/7.
Category 01
General
What is property damage restoration?
Restoration is the process of returning a damaged property to its pre-loss condition. That includes water extraction, structural drying, mold remediation, fire and smoke cleanup, sewage decontamination, and full reconstruction. Done correctly, restoration restores safety, health, and value — not just appearance. Learn more about our services.
What areas do you serve?
We dispatch from our headquarters in Woodland Hills, California, and cover Los Angeles County, Ventura County, and Orange County. If you’re not sure whether we cover your specific city, call us — we likely do.
Are you available 24/7?
Yes. Emergency dispatch operates 24 hours a day, 365 days a year. Holidays, weekends, and middle of the night included. No after-hours fees, no holiday surcharges.
How fast can you arrive?
Our target on-site response is under 55 minutes anywhere in our service area. Actual arrival depends on traffic and active job load. When you call, we give you an honest arrival window — not a fake “we’ll be right there” estimate.
Is the initial assessment free?
Yes. We don’t charge for on-site assessments. You receive a written scope of work with pricing before any work begins. You decide whether to proceed.
Are you licensed and insured?
Yes. We hold an active California general building contractor license (CSLB, B-General Building) with Hazardous Substance Removal (HAZ) certification. We’re IICRC certified in water, mold, and sewage restoration, fully insured for general liability and workers’ compensation, and bonded. License is publicly verifiable at cslb.ca.gov.
How long have you been in business?
Instant Restoration was established in 2019. We’ve spent 7 years building the team, processes, and standards we run by today.
Category 02
Services
What services do you offer?
Do you handle both residential and commercial properties?
Yes. We work with homeowners, business owners, property managers, landlords, and HOAs across single-family homes, multi-unit residential, commercial spaces, and mixed-use properties.
What’s the difference between water damage restoration and flood damage cleanup?
Water damage typically involves clean-water sources like burst pipes, appliance leaks, or roof leaks. Flood damage involves Category 3 (“black water”) — contaminated water from outside the structure, sewage backups, or natural floods. Different categories require different protocols, different equipment, and different decontamination steps. We handle both.
Do you do mold testing or just removal?
We perform visual mold inspections as part of every mold remediation job. For formal lab testing (third-party clearance testing), we coordinate with certified industrial hygienists. We don’t do our own lab testing because that’s a conflict of interest — the company removing mold shouldn’t also be the one certifying it’s gone.
Can you rebuild after restoration is complete?
Yes. As a licensed B-General Building contractor, we handle full reconstruction — drywall, flooring, cabinetry, paint, electrical and plumbing coordination. You don’t need to hire a separate contractor after we finish restoration.
Do you handle asbestos or lead remediation?
We hold the HAZ certification required to work around hazardous substances safely. For formal asbestos abatement or lead paint abatement, we coordinate with certified abatement contractors and bring them in as needed.
Category 03
Pricing and Estimates
How much does restoration cost?
Cost depends on the extent of damage, the materials involved, the labor required, and whether reconstruction is needed after cleanup. A 200-square-foot water damage job is different from a 2,000-square-foot one. We give you a written estimate before work begins. No surprises.
Do you charge for estimates?
No. On-site assessments are free. You’ll receive a detailed scope of work with line-item pricing.
What forms of payment do you accept?
Insurance direct billing (with your authorization), credit cards, ACH transfer, and checks. For insurance claims, we typically bill the carrier directly. For out-of-pocket jobs, we discuss payment terms during the estimate.
Do you offer financing?
For larger reconstruction projects, we can discuss payment plans. Mention it during the estimate.
Is there a deductible or out-of-pocket cost on insurance claims?
That depends on your policy. Most homeowners insurance has a deductible (typically $1,000 to $5,000) that you pay out of pocket; the remainder is covered. We help you understand what your carrier will and won’t cover during the assessment.
Category 04
Insurance
Do you work with insurance companies?
Yes. With your written authorization, we coordinate documentation directly with your insurance carrier and adjuster. We’ve worked with every major carrier in California — State Farm, Allstate, Farmers, USAA, AAA, Liberty Mutual, Travelers, Mercury, and more.
How do insurance claims work for restoration?
Step 1: You call us. Step 2: You contact your insurance carrier and file a claim — we can guide you on what to say. Step 3: The carrier assigns an adjuster. Step 4: We document the damage (photos, moisture readings, scope of work). Step 5: The adjuster reviews and approves. Step 6: We complete the work. Step 7: We bill the carrier directly with your authorization. You usually only pay your deductible.
What if my insurance denies the claim?
We provide complete documentation that supports legitimate claims — moisture readings, photographs, written scopes, IICRC-standard procedures. If a claim is wrongly denied, we can help you understand why and what your options are. We’re not adjusters or attorneys, but we know what documentation succeeds.
Will filing a claim raise my insurance rates?
That depends on your carrier, claim history, and policy terms. We’re not insurance brokers, but in general one claim rarely affects rates significantly. Multiple claims in a short window can. Your carrier can give you a definitive answer.
Can I use my preferred restoration company, or do I have to use one my insurance assigns?
You can use whoever you choose. Insurance companies sometimes recommend their own “preferred vendors,” but California law gives you the right to pick your own restoration contractor.
Do you work with public adjusters?
Yes. If you’ve engaged a public adjuster on a complex claim, we coordinate with them on documentation and scope.
Category 05
Process and Timeline
What should I do before you arrive?
For active emergencies: stop the source if safe (shut off water, evacuate if there’s smoke). Photograph the damage if you can do so safely. Don’t try to do cleanup yourself — improper drying often makes problems worse and complicates insurance claims. Move valuables away from the damage area if safe.
What’s the typical timeline for a restoration job?
Water damage drying: 3 to 5 days for typical residential. Mold remediation: 2 to 7 days depending on contamination level. Fire and smoke cleanup: 1 to 3 weeks. Sewage cleanup: 2 to 5 days for initial sanitization. Full reconstruction after cleanup: weeks to months depending on scope. Specific timeline given in your estimate.
What does the restoration process look like step by step?
- Emergency response and damage assessment
- Source containment (stopping the cause)
- Water extraction or initial cleanup
- Structural drying with industrial equipment
- Antimicrobial treatment
- Demolition of unsalvageable materials
- Reconstruction (drywall, flooring, paint, etc.)
- Final inspection and clearance
Not every job has every step. Your scope tells you which apply.
Can I stay in my home during restoration?
Sometimes. Depends on the extent of damage, the equipment running (dryers can be loud), and any health hazards (mold, smoke). For sewage or extensive fire damage, temporary lodging is often safer. Your homeowners insurance may cover Additional Living Expenses (ALE) during displacement.
How loud is the drying equipment?
Air movers and dehumidifiers run 24/7 during structural drying — typically 3 to 5 days. Volume is similar to a window air conditioner. We position equipment to minimize impact where possible.
Do you guarantee your work?
Yes. We follow IICRC standards (S500 water, S520 mold, S540 sewage) and back our work with warranties. Specifics depend on the job — we discuss warranty terms in your estimate.
Category 06
Safety and Health
Is mold dangerous to my health?
Some molds are. Black mold (Stachybotrys), Aspergillus, and other species can cause respiratory issues, allergic reactions, headaches, and other symptoms — especially in children, elderly, immunocompromised people, and people with asthma. If you suspect mold, don’t disturb it yourself. Call us. We follow IICRC S520 containment protocols to prevent spore spread during removal.
Is sewage water actually dangerous?
Yes. Category 3 water (“black water” — sewage, septic backup, outside flood water) contains bacteria, viruses, parasites, and chemical contaminants. Direct contact can cause gastrointestinal illness, infections, and respiratory issues. Don’t try to clean it yourself. We follow IICRC S540 decontamination protocols.
When should I evacuate my home?
Active fire or smoke: immediately. Sewage backup affecting living areas: yes. Mold contamination in HVAC or large areas: typically yes, especially for vulnerable household members. Water damage without contamination: usually safe to stay. We give you an honest assessment when we arrive.
Are the chemicals you use safe?
We use EPA-registered antimicrobials and follow manufacturer-specified application rates. We’ll tell you when an area can be reentered after treatment. For households with pets, allergies, or young children, mention it during the estimate so we can adjust protocols.
What about asbestos or lead in older homes?
California homes built before 1978 may contain lead paint. Pre-1980 homes may contain asbestos in insulation, flooring, or popcorn ceilings. If we suspect either during demolition, we stop work and coordinate certified abatement. Disturbing these materials without proper procedures is dangerous and illegal.
Category 07
For Partners
I’m a plumber. How does referring restoration work?
When you discover water damage on a plumbing job, call us. We coordinate with you — you handle the plumbing repair, we handle the water damage and reconstruction. We don’t compete for your plumbing work. Your client gets the same 55-minute response target as a direct customer. We don’t pay referral fees or kickbacks.
I’m a realtor. How do you help with property transactions?
Pre-listing inspections often reveal water damage, mold, or other issues that can derail an escrow. We move fast, document clearly, and coordinate with all parties (buyer, seller, lender, insurance) so your transaction stays on track. For pre-listing remediation, we provide before/after documentation that’s transaction-ready.
I’m a property manager. Can you handle multi-unit emergencies?
Yes. Multi-unit response is one of our core competencies. We provide unit-by-unit documentation, coordinate tenant communication, handle insurance coordination across multiple parties, and provide transparent billing. Direct line to our team — no call centers.
I’m an insurance adjuster. How do you document for claims?
We document scopes per IICRC standards (S500, S520, S540), provide moisture mapping, photo documentation, line-item pricing, and detailed reasoning for each scope item. We’ve worked with most major carriers in California. Our documentation is built to be defensible.
Category 08
Emergency
My pipe just burst — what should I do first?
- Shut off the main water supply (usually on the side of the house or near the meter).
- Shut off electricity to the affected area if safe.
- Move valuables away from the water.
- Call us — (818) 486-6546.
- Don’t try to extract water yourself with shop vacs or towels — that often makes things worse.
- Photograph the damage for insurance.
I smell smoke or there’s been a fire — what now?
- If there’s still active fire or smoke: evacuate and call 911.
- Once the fire department clears the property, don’t enter without their approval.
- Don’t wipe walls, touch surfaces, or run HVAC — that spreads smoke residue.
- Call us — we coordinate with fire department documentation.
There’s sewage in my basement — what do I do?
- Don’t enter the affected area without protective equipment.
- Don’t try to clean it yourself.
- Keep children, pets, and immunocompromised people away.
- Shut off plumbing fixtures upstream of the affected area.
- Call us — (818) 486-6546.
I see mold growing — should I clean it myself?
Small surface mold (less than 10 square feet, no health symptoms) on non-porous surfaces can sometimes be cleaned with appropriate products and protective equipment. Larger areas, mold inside walls, HVAC contamination, or any case with vulnerable household members — call professional remediation. Disturbing mold spreads spores.
Still have questions?
If your question isn’t answered here, just call.
Available 24/7 for emergencies and non-urgent questions alike. For partnership inquiries (plumbers, realtors, property managers, insurance adjusters), ask for our partnership desk.
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