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Questions & Answers

We asked our team to brainstorm the most common questions that our clients ask, and we’ve listed the answers below. Please contact us if you have further questions or need clarification.

Contact us if you have further questions (or need clarification).

Restoration Questions

How long will my project take?

Since every claim is unique and has its own set of challenges, this answer will depend on your specific project. Your Project Manager will explain the process to you throughout your project and work with you so you understand your specific timeline.

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Can work be done in the evenings or weekends instead of during the day?

If you are unable to be around during the day, we will do our best to find ways to get the project done around your schedule. We can use a “lock box” so that access to your property will be controlled, or we may choose to have you make arrangements with a friend or family member to provide us with access.

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Why should I use a certified technician?

Certified Restoration Technicians have the knowledge and the experience to test materials and apply the most appropriate techniques required to return your space to a pre-loss condition – safely and efficiently.

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Why am I being asked to sign a Work Authorization Form?

Before we are able to begin work on your property, insurance adjusters require that you sign a Work Authorization Form to prove we have legal access to your site. We also need to ensure that you are the owner of the property in question, and have the authority to provide us with this access.

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What is the difference between a restoration emergency and a restoration repair?

Emergency restoration work is conducted immediately after a loss has occurred. During the emergency stage we will follow a damage mitigation process to halt and contain the spread of further damage, which may include removing wet or contaminated building materials, completing the structural drying process, testing for hazardous materials, and demolition. The restoration repair is the reconstruction work that returns your home to its pre-loss condition.

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After the emergency work is complete, what happens next?

Once the emergency work has been completed, we will prepare a cost estimate for the restoration repair work, and submit it to your insurance company for approval. Once we have the go-ahead, the restoration repair process will begin.

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Who should I contact if I have questions about my restoration project?

Your Project Manager can answer any questions about your specific job-site and any future work scheduled with ProPacific (and the sub-trades we employ).

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Who chooses the materials, colours, and products for my repair?

When we provide an estimate, we allow for materials and products of a “Like Kind & Quality” (LKQ) to replace the original materials which were damaged. If you choose to make upgrades or changes that deviate from the original materials, a change order must be approved by the property owner, the Project Manager, and in some cases, the insurance adjuster. If a change or upgrade has an associated cost increase, a separate estimate will be prepared and the difference in cost over the LKQ repair will be payable by the homeowner.

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How is damage and odour caused by smoke remediated?

The processes involved to remediate damage and odour caused by smoke will differ depending on the type of smoke encountered. In general, we will provide extensive cleaning methods that may include indoor air manipulation and control, the use of High Efficient Particle Aeration (HEPA) vacuums, and an ozone treatment.

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Hazardous Material Questions

Why are you testing for hazardous materials in my home?

When you perform restoration work on any home or commercial property, WorkSafeBC (British Columbia’s Workers’ Compensation Board) requires testing of all materials that may potentially contain asbestos. This is done to prevent the unintentional exposure of airborne asbestos fibres during the renovation process, such as when demolishing or cutting. The health and safety of our staff (and the occupants of the property) is always our highest priority; ignorance is not an option!

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Is asbestos or mold remediation a do-it-yourself project?

No – unless you’re a HAZMAT abatement professional. Technical training, specialized equipment, and experience are all required to safely remove and dispose of material containing asbestos or mold. Furthermore, accidentally exposing people to mold or asbestos without caution or warning can lead to health and liability issues.

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Are there any liability concerns surrounding asbestos or mold removal?

Yes. WorkSafeBC has set regulations and guidelines for any job-site that involves the remediation of hazardous materials (such as mold or asbestos) in order to maintain the safety of all people involved. If you are found to be placing others at risk due to not following the regulations, legal action may be taken against you. Below we’ve listed some outside links to further information regarding safety and liability.

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What happens to the hazardous materials that are removed during my project?

All contaminated materials are safely contained and transported to an authorized, legal disposal site that is regulated by the city.

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Who should I contact if I have questions about my HAZMAT project?

Your Project Manager can answer any questions about your specific job-site and any future work scheduled with ProPacific (and the sub-trades we employ).

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Moisture Questions

How long will this drying equipment be in my space?

We are typically able to dry structures and remove our drying equipment from your site in 3–4 days. Note this is a general estimate, and your project may require more or less time. Don’t hesitate to contact your Project Manager for a more specific answer.

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These air movers and dehumidifiers are noisy! Can I turn them off at night?

You can, although we don’t recommend it. Turning off any drying equipment (such as air movers and dehumidifiers) will slow the process down, and ultimately require the tools to stay on site longer. Additionally, it is important to keep the equipment running as much as possible to prevent further damage associated with materials staying damp or wet for extended periods of time.

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What happens after the dry-out portion of my claim is done?

Specialized sub-trades (also known as sub-contractors) are usually involved in the next step of the restoration process. This may include flooring installers, finishing carpenters, plumbers, and electricians. Once our estimate is prepared (which will include the estimates from all involved sub-trades), we forward it to your insurance adjuster. We must then wait for direction from the adjuster before we may proceed with the restoration work.

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Is there anything I need to know about the dehumidifier in my space?

As our technicians will be regularly monitoring the drying process, we ask that you do not use or move any equipment on site. In general, however, it is important to keep any dehumidifiers upright (including during transportation), and to make sure that the hose that outputs the collected water flows downhill to the drains or buckets. Feel free to contact your Project Manager if you have any other questions or concerns about the equipment at your site.

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Home or Business Content Questions

What is a SOL form?

SOL is an abbreviation for “Schedule of Loss”. This is a formal document that details all items that have been damaged beyond repair so it can be reviewed by your insurance adjuster to assess your claim.

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What is a “Proof of Loss” form?

The Proof of Loss form outlines information regarding the loss, including the time and cause (such as a fire or flood), information about those who have an interest in the property, building plans, and other specifications regarding damages done.

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If something is damaged but has sentimental value, can I still have it back?

We will always try to clean any item to the best of our ability in order to return it to you. That said, once some materials are contaminated with sewage or smoke, they can never be truly cleaned; we may require that you sign a waiver that acknowledges the risks involved in keeping contaminated items.

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What happens to my personal contents during a restoration or HAZMAT project?

Depending on the scope of your project, some of your contents may be cleaned and returned to your property to be stored on-site. Otherwise, your contents may be taken to one of our cleaning plants and then stored at our secure warehouse facility (or alternate secure storage sites) until they can be returned to your property.

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Claim Questions

Who should I call if I have questions about my insurance claim?

Your Project Manager is always available to answer questions related to the work we are performing, including the related repair process. If you have questions specifically regarding your insurance plan and coverage amounts, your adjuster is the best person to contact.

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Why do I have to pay a deductible?

When you first purchased your insurance policy, you also agreed to pay a pre-determined amount if a claim were to occur; this fee is referred to as the deductible, and is not negotiable. If you have specific questions regarding your deductible, please contact your Project Manager or your insurance adjuster for details.

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Why do I pay my insurance deductible to ProPacific?

When making an insurance claim there is often a deductible payable by the policy holder. Depending on your policy (and the company that it’s with), your insurance adjuster may advise ProPacific to collect the deductible on behalf of your insurance company.

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When is my insurance deductible due?

The deductible amount is due upon receipt of the deductible invoice, prior to the commencement of the reconstruction work.

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Will my insurance policy cover the work being completed?

The decision of coverage is always made by your insurance provider. Before a claim is filed, however, our Project Managers will come to your home, assess the damage, and assist you in making an informed decision on whether you can make a claim or not.

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How much of this claim will my insurance policy cover?

Every claim and insurance policy is different, so there is no single answer to how much your policy may cover. Once the insurance company has made the decision on how much your policy will cover, you will be provided with a scope of the work along with the cost. Any costs that are not covered by the insurance company are payable by the homeowner.

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