Below are frequently asked questions about our property restoration services.  You will find many answers to commonly asked questions.  Please call or contact us for any other questions you may have.


Call us immediately!  Many building materials will begin to grow mold spores within 48-72 hours.  Quick mitigation will always help prevent further damage and protect your property and contents.  We are a 24/7 company for this very reason.  It is best to stay out of the affected areas until we arrive and can make a thorough safety assessment.

Water losses have 3 categories & 4 classifications of resulting damage.  Some Cat 1 (clean water) losses can avoid removing building materials with a proper extraction and drying strategy.  All Cat 2 & Cat 3 losses will require the remove of some building materials down to the framing.  Cat 2 & 3 losses contain harmful bacteria and possibly pathogens that will lead to mold growth and cause illness.

In most cases, hardwood floors can be salvaged and will return to their normal state when dried properly.  After drying & acclimation, they typically require sanding and refinishing.

Insurance Coverage

It is always best to review your claim and policy with your agent.  We have experienced technicians and project managers to help you understand what is and is not covered according to your policy and our many years of combined experience.  We will work closely with your agent and assigned claim adjuster to find the root cause of the loss and ensure proper claim payout in a timely manner.
We highly recommend adding sump pump / sewer backup coverage, mold coverage & flood coverage.  Depending on the square footage & level of finishings, these losses can be very expensive to mitigate & reconstruct to it’s original state.  Sump pump / sewer backup is the most common claim in Michigan – (sump failure, power loss, clogged drain, system overwhelmed from heavy rains). 
We recommend that you review your insurance policy with your agent to fully understand what your policy coverage is.

Accidents happen. In most cases, your claim will be covered regardless of how it happened. It depends more on where it came from and how quickly you responded to it. Claims will be denied if there is evidence of intent, fraud or gross negligence (not taking action with obvious damage present).

Claims Process

Typically, you call or go online to file a claim with your insurance company.  They will assign a claim # and desk adjuster.  We will collect the necessary information to contact your insurance adjuster and submit all photos, samples, moisture readings, quotes & required documents.  If reconstruction is needed, we will work with your adjuster on an agreed amount for the repairs.  Once insurance funds have been received, we will complete the reconstruction to your satisfaction and submit final documentation for the release of any withheld depreciation funds.
It is not required by your insurance.  The insurance company is counting on us to be the mitigation expert, and to mitigate the property quickly to avoid further damage.  We can only bill them for items that are justified and documented.  All companies in our field use the same Xactimate software for pricing.  When done correctly, the price should be very similar between companies.
Typically, the mitigation portion of the claim is paid directly to us from the insurance carrier.  When releasing the reconstruction funds, your insurance will hold back the deductible amount and any depreciation.  The depreciation will typically be released at the completion of the project if the funds are used to restore the property as before.  The deductible amount will be due to OnPoint during the final billing for the project.  In some cases, when a claim is maxed out, we can convince the carrier to waive the deductible.