Choosing a Restoration Contractor After a Disaster: Six Questions to Ask

After a major event, every restoration contractor in the region — and often plenty from out of state — will be marketing hard. Some are excellent. Some are competent. Some shouldn't be allowed to hold a ladder. The trick is knowing the difference before you sign anything.

Here are the six questions that filter out almost everyone you shouldn't hire.

1. Are you local, and how long have you been here?

Local matters because supplements, warranty calls, and the next storm all happen on a timeline measured in months and years. Out-of-state storm chasers are great while they're here. They're not here for the supplement at month 9, the warranty call at year 2, or the inspection on the next storm at year 3.

Ask: "What's your physical address? How long have you been at it? Can I drive by a project you finished last year?"

2. Are you licensed and what insurance do you carry?

Missouri requires Class A General Contractor licensing for major restoration and reconstruction work. Liability insurance should be a minimum of $1,000,000 general liability — verifiable on a certificate of insurance (COI) issued by the carrier directly, not a copy from the contractor.

Ask: "What's your GC license number? Can you have your insurance carrier send the COI directly to me?"

3. Are you IICRC-certified, and in what categories?

IICRC (Institute of Inspection, Cleaning and Restoration Certification) is the industry standard. WRT (Water Damage Restoration Technician), FSRT (Fire & Smoke Restoration), and AMRT (Applied Microbial Remediation) are the certifications most relevant to common losses. The contractor doesn't need every certification in-house, but they should be honest about what they hold versus what they coordinate through certified subcontractors.

Ask: "Which IICRC certifications do you hold in-house, and which are coordinated through subs?" Look for a straight answer, not a sales pitch.

4. How do you price the estimate?

For any insurance claim, the answer should be "Xactimate." That's the industry-standard estimating platform used by every major carrier and adjuster. A contractor who doesn't use Xactimate for insurance work either isn't equipped to negotiate scope with the carrier or isn't transparent about pricing.

Ask: "Is your estimate done in Xactimate, and at what certification level?" Level 2 is the basic professional certification; Level 3 is more advanced. Either is acceptable. Anything less than Level 2 raises questions.

5. Who actually does the work?

Restoration contractors fall on a spectrum from "all in-house crew" to "100% subcontractors with a sales team out front." Both models can produce good work, but you should know which you're hiring and how the contractor manages subcontractor quality.

Ask: "Who's on the job? Are they employees or subcontractors? If subs, how do you vet them, and do you confirm their workers' compensation coverage?"

6. What does ongoing communication look like?

Restoration projects run weeks to months. Communication is what determines whether the customer experience matches the technical quality of the work. The right answer here includes frequency, channel, and who specifically you'll be talking to.

Ask: "How often will I get updates during the job? Who specifically will I be talking to — the owner, a project manager, a salesperson? What if I can't reach them?"

Red flags that override all six answers

• Anyone who offers to waive your deductible. That's insurance fraud — federal and state law.
• Anyone pressuring you to sign a contingency contract on the first visit.
• Anyone who can't or won't provide proof of license and insurance.
• Anyone parked in your driveway 30 minutes after a hailstorm with magnetic signs on the truck.
• Anyone who quotes a price dramatically lower than competitors without a scope to back it up.
• Anyone who can't answer basic questions about the materials, products, or techniques they're proposing.

Inspections should be free

A reputable restoration contractor will inspect your property and provide a written estimate at no cost, with no obligation. If a contractor wants payment upfront for an inspection — or a signed contingency agreement before they'll look at the damage — walk away.

Wiley Services offers free property inspections across the Kansas City Metro and Northwest Missouri, 24/7 for emergencies. Call 816-592-0583 — the owner answers.