Hire a water damage company that will write a scope, keep moisture logs and answer the insurer's questions in writing. Ask what credentials the company holds and request them in writing. This page does not name a Missouri license or board for the work, so check each credential the company claims directly.
Key takeaways
- A written scope lists the rooms, the materials, the drying goal and the equipment before work starts.
- Moisture logs and photos are the record an insurer will ask for, so they should be kept as the work goes.
- Ask which credentials the company holds, request them in writing and verify them with the body that issues them.
- Approve the emergency stage first, then each change order before the work it describes is done.
- Keep the company's contact, the scope and the readings in one file, so a claim or a dispute can be handled from the record.
What should the first visit include?
The first visit should include a walk-through, a source check, moisture readings and a plain explanation of the plan. A company that does not walk the property before pricing the work is asking you to accept a guess. The first visit ends with a written scope.
The walk-through should cover every wet area, the lowest room, the access and the source of the water. The company should explain which materials it expects to remove and which it expects to dry in place, and why.
The homeowner should ask how the company will handle the emergency stage and when the price will be set. A clear answer shows the company has a process. A vague answer, or a request to approve a large amount before any scope exists, is a reason to pause.
What should a written scope contain?
A written scope names the rooms, the materials to be removed, the drying goal for each material, the equipment expected and what is not included. It also names the stages and the approval points. Without a scope, the homeowner cannot compare companies or check the work.
The scope should say what is included and what is not, such as the plumbing repair, the roof repair or the rebuild. Drawing that line clearly prevents disputes later, because each trade's work is separate.
The scope should be dated and signed by both sides, and any change should be added as a written change order before the work it describes is done. Keep every version so the file shows what was agreed and when.
- The rooms and the wet areas named in the scope
- The materials to be removed and the materials to be dried in place
- The drying goal for each material, stated as a reading
- The equipment expected and the stages of the plan
- What is not included in the scope
What should moisture logs look like?
A moisture log lists each reading with its date, its location and the material it was taken from. The log shows the trend across visits and the point at which each material reached its dry reference. A log that shows only the final result is less useful than a full one.
Each reading should be tied to a location, such as the north wall at a marked height, and to a material. Readings without that detail cannot be compared from one visit to the next, and they are hard to use in a claim.
Ask for the full log at the end of the job, not a summary. The full log lets the homeowner and the insurer see the drying progress and check that the final readings are real.
| Field | What it shows | Why it matters |
|---|---|---|
| Date and time | When each reading was taken | Shows the drying trend across visits |
| Location | The room and the wall or floor | Lets the next visit read the same spot |
| Material | Drywall, framing, slab, subfloor | Each material has its own dry reference |
| Reading | The meter value at that spot | The number the dry standard is compared with |
| Dry reference | A reading from an unaffected area | The baseline for the wet material |
| Equipment | Units placed and any change | Explains the drying steps taken |
What credentials should you ask about?
Ask which credentials the company holds, such as certifications that its technicians have earned, and ask for copies in writing. This page does not name a Missouri license or board for water damage work. Verify each credential with the organization that issues it before relying on it.
A company may claim certifications from an industry body or insurance coverage for its work. Those claims should be checked. Ask for the name of the issuing body, the certificate and the date it was issued.
Insurance is also worth asking about. Ask for a certificate of insurance and check that the coverage fits the work being done. A company that cannot provide written proof should not be relied on for the claim.
How should the company work with your insurer?
The company should send its photos, readings and scope to the insurer on request and answer technical questions in writing. The homeowner remains the party to the claim. The company should not promise an outcome from the insurer.
A good company is willing to share its record. It explains its readings to the insurer's adjuster, and it does not argue the policy. Coverage is decided by the insurer under the policy, so a company that promises a result is making a claim it cannot control.
Ask the company how it handles requests from the adjuster. A written process for sharing documents shows that the record will be kept consistent and that nothing is withheld.
What should the approval process look like?
Approve the emergency stage first and then approve each change order before the work it describes is done. A company that begins work on a large removal before approval has skipped a key control. Each approval should be written, dated and kept in the file.
The emergency stage covers the water removal, the opening of the wet zone and the start of drying. Once it is done, the company should present the next stage with a written change order, the reason for it and its effect on the scope.
Keep each approved change order in the file. The final invoice should match the scope and the change orders. Any gap between them is a question to raise before paying.
What if you need to make a complaint?
Raise a concern in writing first, and give the company a chance to respond. If the matter is not resolved, the Missouri Department of Commerce and Insurance takes consumer complaints about insurers and producers. For a complaint about a restoration company, the homeowner should also check with the state office that handles the relevant trade.
A written concern gives the company a clear point to respond to, and it creates a record. Keep the scope, the change orders, the readings and the messages together with the concern.
For a complaint against an insurer, the Department of Commerce and Insurance is the named route. Contact the Division of Consumer Affairs through its website at insurance.mo.gov, and say what the complaint is about with the documents attached.
What if a company will not give a written scope?
A company that will not write a scope before work starts is asking you to trust its judgment without a record. That is a reason to pause and ask for the scope in writing, or to look for another company that will provide one.
A reasonable company will explain that the scope may change as the work reveals more, and it will say so in writing. It will also give a first scope based on the walk-through, and it will update that scope through change orders. Refusing to put anything on paper is different from being honest about uncertainty.
If the company resists every request for a written record, the homeowner has little basis to judge the work or to support a claim. Keeping a written file from the first call is the homeowner's best protection, and it is a fair request to make of any company.
Frequently asked questions
Is a free estimate the same as a written scope?
Not always. A free estimate can be a quick guess. A written scope names the rooms, the materials, the drying goal and the equipment, and it is the document that should guide the work.
Should I pay a deposit to start?
Ask what the company requires and why, and get the terms in writing. A large payment before a scope exists is a reason to be cautious. Check the company's contract for refund and cancellation terms.
How do I know the company will not take on more than it can handle?
Ask how many crews it has, how it schedules work and how it will communicate if a job is delayed. A clear answer in writing shows the company has a process for managing its work.
What if I do not trust the readings?
Ask for the meter type and the dry reference, and ask a second crew to read the same spots. A confirmed reading from a second source settles most questions about dryness.
Can I call (833) 490-5225 to ask these questions first?
Yes. Phones are answered 24/7, and you can ask how the work is scoped, what the first visit includes and how the record is kept before you agree to anything.
Should I let the company talk to my insurer?
Yes, for technical questions and to share the record. Keep the claim in your name and ask the company to put its answers in writing, so the insurer and the homeowner have the same information.
Should I sign a contract on the first visit?
Not without reading it. Ask for the scope and the terms in writing, take time to review them and ask questions. A reasonable company will not object to a short review period before the work begins.
What if the company's first price is much higher than another company's?
Compare the scopes before the prices. A higher price may include more drying, more sorting or more documentation, and a lower price may leave out steps. Ask each company to explain the difference in writing.
Should I tell the company what the insurer has said?
Yes, the company should know what the insurer has said, because the scope and the readings may need to answer the insurer's specific questions. Share the insurer's letters and keep copies of everything you send.
Sources
This guide is general information for St. Charles County homeowners, not a substitute for an on-site inspection. Prices are estimates. See our disclaimer.