Bill Shouse and Robert Williams discuss a variety of topics, such as dealing with insurance, what the process of restoration looks like, and why time is of the essence for water and fire damage.
Interviewer: A question that I have is that, you know, we’ve talked a little bit about water damage mitigation, but what is the restoration process? What does the average restoration process look like after you guys have mitigated the damage? Can you guys kind of walk me through that process? And I know it’s kind of tough because it’s like, it’s so dependent on a specific situation. But you know, even if you guys want to draw a specific instance that you think, “okay, this is something that kind of resonates,” could you walk me through it?
Robert: So and it does, I mean, it’s definitely, you know, specific oriented. But you know, we are a full service restoration contractor, which means not only do we do the emergency side, we will do the repairs as well. And the process, you know, is, one of those that once we do the emergency service side, you know, then we want to stay in constant contact with the customer’s insurance company to make sure that they’re in the loop of everything that’s got to entail on getting that property put back into a pre-loss condition.
Robert: And we have a staff that is constantly working with the insurance company to make sure that there’s approvals, because you run into stuff all the time on the repair side that you didn’t see or unforeseen that, you know, you didn’t catch on the front side. And we’re having to supplement those things to the insurance company. So it’s a constant process. And it takes a team of estimators and project managers and, you know, and vendors in order to get these properties put back in a reasonable amount of time. And a lot of that is delegated, of course, by funds and what kind of insurance they have.
Robert: But we’re constantly, you know, in the loop with the insurance companies to make sure that they’re aware of all the different trades that are involved, all the different tasks that are involved that are needed to get the property put back into a pre-loss condition.
Interviewer: It seems like it’d be a lot for–I mean, it sounds like a huge benefit that you guys are a full service shop, because, I mean, that would be such a headache for a regular person such as myself to have to deal with and work back and forth with the insurance.
Robert: Yeah. And that’s the whole point of being a full-service restoration contractor. We try to take that burden off of the customer. They don’t have to be on the phone every day with their insurance company. They don’t have to look for a contractor to come and do repairs. You know, we’re a one-stop shop where we come in and do the emergency services. We’ll get all the necessary information to the insurance company to get approvals for the repairs, and then we’ll schedule that. The repairs, you know, once we get approvals for everything with the customer and make sure that—it takes a lot of that burden and stress off of them.
Interviewer: That’s fantastic. I remember you were saying, you know, the last time we spoke that you guys have kind of built relationships with a lot of these insurance companies. Is that right?
Robert: Yes. Yeah. That’s correct.
Interviewer: Cool. Okay. I can imagine that kind of makes the process even smoother versus because I know, like.
Robert: And as we work with these insurance companies, you know, you get familiar with the adjusters, you know, with these insurance companies and then they become familiar with how you do business. And it makes the process just go a lot smoother.
Interviewer: That’s good. That’s good. Because, you know, we know a roofing client and he kind of talks about like sometimes going battling with different insurance. But it doesn’t seem like there’s that familiarity. You know, it seems like it could be like, “who knows what I’m talking with for insurance.” But you know, I see that as a benefit. Whereas like you guys have had experience, you know, you guys are familiar with these estimators. So that’s really cool.
Robert: It’s still a battle. Don’t get me wrong.
Interviewer: See. Well that’s cool now. And so the big thing to me it sounds like, you know in this process of restoration, it’s mainly coordinating the communication with the insurance companies to make sure that things are going to be covered. What about as far as executing the actual restoration? Is that not nearly as stressful compared to, um, making sure the numbers line up and, you know, the insurance.
Robert: Things have leveled off a little bit since, since the pandemic. Um, of course, everybody, you know, was in the same boat during the pandemic. And, you know, the supply chain command demand was, you know, very limited. Things seem to be leveling off a little bit more now to where things are more available. Um, people are wanting to work again. So, you know, the labor force is starting to build back up a little bit.
So, it is a process, you know, to get everybody coordinated. But that’s what our project managers do. You know, they get familiar with the job and get all the vendors in place that need to be, all the tradesmen in place that need to be. And we have a really good tradespeople that we use and have used, and we’ve got a good relationship with them as well. So, they know, you know, whenever, we need them at their beckoning call, they’re usually available.
Interviewer: That’s good, that’s good. Yeah. You guys have given a lot of really good information, you know? Is there anything else that you guys would like to add? You know, whether it’s water damage related, whether it’s winter related, just anything across the board that you think would be good that you guys would like to share.
Robert: Um. Well, go ahead, Bill.
Bill: I’m good. I think we got quite a bit there for you to mull over and get with. You know, the biggest thing for me is when you have an issue, give us a call.
Robert: Yeah, don’t hesitate. You know, a lot of people will delay making that phone call. Water damage is just as bad as fire damage. I mean, you don’t want to delay any, any phone call to get things mitigated in a reasonable amount of time. The longer water sits, the more damage it can create. The longer soot stays from a fire, the more damage it can create. So, you know, time is of the essence and you want to get somebody working on that as soon as you can.
Bill: Yeah. Even if it’s just for consultation. You know, we don’t mind talking to somebody about what’s going on with their project over the phone saying, you know, here’s what we would recommend. Or we can come out and take a look at it and see what we need to do. Uh, it’s not like we’re out just as soon as you call us, we’re going to come and get money from you. We want to help, to help you as much as we possibly can. And if that’s just a matter of a consultation and it’s a consultation, you know, we’ve done that quite a bit. So it’s not a big deal.
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