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Fire & Water - Cleanup & Restoration

What do Insurance Agents Look for in a Restoration Company?

12/8/2015 (Permalink)

Over the years, Jeff Padgett has learned a great deal by listening to feedback from its insurance agents and adjuster partners in the business. Once such resource is Mr. Scott Manning, a veteran insurance agent based in Colton, California.  When someone who has been in the business since 2004 talks, Jeff Padgett listens.

When asked what the top five things an insurance agent looks for in a restoration company, here’s what this former motorcross/supercross athlete turned all-star insurance agent had to share.

Timeliness is huge. How fast can the restoration company get on scene to start cleaning up? After an initial call from a homeowner to their agent, they’ll often call back to report that water is still pouring out of the wall. More often than not, the insured do not realize that under their policy, they are responsible to mitigate the damage as much as they can. Particularly with water, the quicker the restoration company can arrive, the less damage the home or business is likely to experience.

Size doesn’t matter.  It’s critical for restoration companies to realize that no matter the size of an insurance claim, it is always a big deal to the homeowner and needs to be treated as such.

Communication.  It is essential for the agent to be kept in the loop, as they are the insured’s primary contact and will likely be calling them until their concerns or questions have been addressed.  Occasionally, an agent’s long-term clients turn into friendships, making their responsiveness to them personal.  Bad news is still news.

Follow through.  As obvious as this may sound, Manning looks for restoration companies who have a network of reputable subcontractors.  When a restoration company relies on subs to do what they say, when they say it will be done, it’s in their court to have the right team in place.  Most jobs call for specialty work and the more established local-based companies usually have the best feel for which subs can do what.

Quality of work.  While emergency restoration work is always disruptive, most insured are fairly reasonable. It is difficult to get a structure back to the condition it was before a major water or fire loss claim.  Most clients understand this, but what they find unacceptable is sub-par work and disregard for deadlines.  It is a high standard that the agent hears about loudly.  Respect the client’s time, the agent’s money, and get the job done right the first time.

Disclaimer:  Insurance agents are prohibited by law to steer policy holders to specific restoration companies.  If asked, they may offer recommendations and Padgett’s Cleaning & Restoration, Inc. is among the companies that Manning’s State Farm office prefers to work with.  They have never received a complaint from a client.

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