By Jason Lokhmatov, Encore Construction
If a pipe bursts inside your house and you manage to shut off the water, I would call a restoration company for an inspection before trying to explain the entire loss to an insurance adjuster. That doesn't mean waiting several days to notify your insurer. I recommend making both calls promptly, usually on the same day. My reason for starting with a restoration professional is simple: I want someone to establish what actually happened, document the damage, and determine what needs immediate attention before the homeowner starts guessing about the extent of the problem.
I'm Jason Lokhmatov from Encore Construction, and our team works with homeowners and insurance companies across Western Washington every day. I've seen people make a difficult situation more complicated because they didn't understand what their policy covered, what the adjuster was asking, or how much moisture had traveled beyond the visible damage. I've also seen homeowners wait for an insurance representative to arrive while water continued soaking into their flooring and walls. Neither situation helps.
I don't believe homeowners need to understand the entire insurance claims process before asking for help. But I do think they should know the difference between protecting the property, documenting the damage, and filing a claim. Those steps can happen close together, and getting the order right can make the restoration process easier to manage.
Before Either Call, Make Sure the House Is Safe
When water is actively entering a home, my first concern isn't the insurance company or the restoration contract. It's stopping the water without putting anyone in danger. If a supply line beneath a sink fails and you can safely reach the shutoff valve, turn it off. If that doesn't stop the flow, you may need to shut off the main water supply. In many homes, the main valve is in the garage or near the street, although the location varies. If you can't find yours, our team can help you locate it over the phone. But I wouldn't walk through standing water to reach a valve, particularly if electrical outlets, appliances, or wiring may be affected. I also wouldn't enter an area contaminated by sewage. Those situations require appropriate professional assistance, and the homeowner should stay away from the affected area until it's safe.
Once the water is controlled, take photographs of the source and visible damage when it's safe to do so. If a supply line broke, photograph the failed connection. If flooring has started lifting or water has reached cabinets and baseboards, document those conditions before cleanup changes the scene. You can also move unaffected belongings away from the water when it's safe. The important distinction is that you shouldn't delay necessary emergency measures just to get better photographs.
Why I Prefer a Restoration Inspection Before the Insurance Conversation
When homeowners ask whether to call us or their insurer first, I usually recommend starting with a restoration inspection for an ordinary indoor plumbing leak. That gives us an opportunity to identify what failed, measure how far moisture has traveled, and explain what work may be necessary.
Our initial inspection is free. On emergency calls, one of our project managers, usually Matt or Andrew, may be able to arrive in approximately 30 minutes, depending on location and availability. They photograph the affected rooms, take moisture readings, and investigate areas where water may have moved beneath flooring or behind walls. From there, we can distinguish materials that may be dried in place from those that need removal. That matters because a homeowner standing in a wet kitchen usually doesn't know whether the damage is limited to a cabinet base or extends through the floor assembly. I wouldn't expect them to make that assessment themselves.
The inspection also helps homeowners understand the likely scope of the work before deciding how to approach the claim. Washington's Office of the Insurance Commissioner advises consumers to consider repair costs, deductibles, and possible premium consequences when deciding whether to file a claim.
On the policies we commonly encounter, deductibles are often around $1,000 or $2,000. If a repair costs less than the applicable deductible, the homeowner may receive no insurance payment for that loss. But the deductible is only one consideration, and an inspection doesn't determine coverage.
I wouldn't tell someone not to report damage simply because the initial repair looks inexpensive. The notification requirements in their policy still matter, and the full extent of hidden damage may not be known immediately.
The Same Water Damage Can Produce Two Different Insurance Outcomes
One reason I want homeowners to understand their policies is that insurance companies don't treat every type of water intrusion the same way. Consider a kitchen supply line that suddenly breaks and soaks the cabinets and flooring. Many standard homeowners policies provide coverage for sudden and accidental discharge of water from internal plumbing, subject to their terms, exclusions, and limits.
Now imagine a different situation. A small connection has been dripping beneath the sink for two months. The cabinet has been absorbing moisture, and the subfloor has started deteriorating. That may fall under a continuous or repeated seepage exclusion.
Some policies have exceptions for hidden leaks that the homeowner could not reasonably have known about. Others define particular time periods, including provisions involving leakage over 14 days. I wouldn't assume those exceptions apply to every insurance policy, because the wording varies by insurer. There's also an important difference between discovering a leak today and knowing exactly when it started. If water appeared this morning but you don't know when the pipe failed, tell the insurer when you discovered it. Don't invent an earlier or later date.
I have seen homeowners create confusion by saying something like, "It's probably been leaking for weeks," when they have no evidence of that. The adjuster may then ask whether the damage was gradual, even though the homeowner was simply speculating. I'm not suggesting that anyone hide information or change their story. I want people to be accurate. Explain what you personally observed, identify what you don't know, and let the photographs, moisture readings, and other evidence help establish the facts.
Floodwater and Sewage Are Different Situations
My contractor-first recommendation doesn't apply in exactly the same way to every water loss. If a river or creek overflows and water enters your house, you're dealing with flooding rather than an ordinary internal plumbing leak. Standard homeowners insurance generally excludes flood damage caused by rising surface water. That type of loss usually requires a separate flood insurance policy.
In that situation, I recommend contacting the flood insurer promptly, along with your homeowners insurer where appropriate, and working with a restoration company familiar with flood claims. Under standard National Flood Insurance Program requirements, a signed proof of loss generally must be submitted within 60 days of the flood, unless an applicable extension or different requirement applies.
Sewage backup also needs special attention. You should avoid contact with contaminated water and contact a restoration team equipped to handle it. Insurance coverage may depend on whether the homeowner purchased a sewer or drain backup endorsement.
An overflowing sink, a broken appliance hose, a sewage backup, and a river entering the house may all leave a wet floor. That doesn't make them the same type of loss. The source affects both the restoration procedures and the insurance coverage, which is why identifying it correctly matters from the beginning.
Don't Wait for an Adjuster Before Preventing More Damage
One mistake I see is homeowners assuming they can't begin restoration until the insurance company sends someone to inspect the property. You should notify your insurer promptly and follow its instructions, but the need to prevent further damage doesn't disappear while the claim is being processed. Appropriate emergency mitigation may need to begin before an adjuster visits.
The Environmental Protection Agency recommends drying wet materials as quickly as possible because mold can begin growing within 24 to 48 hours under favorable conditions. That's not a guarantee that mold appears in every wet building within two days, but it is a good reason not to let moisture remain untreated.
On our projects, drying commonly takes three to five days, depending on the materials and the extent of the loss. We try to complete necessary demolition within the first couple of days on many projects, although larger or more complicated losses can require additional time.
If work begins before the insurer's inspection, documentation becomes particularly important. We photograph the original conditions, record moisture measurements, document what is removed, and maintain a detailed record of the work performed.
By the end of a substantial project, that documentation can contain thousands of photographs, estimates, and communications. It's not paperwork for its own sake. It explains what the property looked like, what conditions we found, and why particular restoration measures were necessary.
Homeowners Can Choose Their Own Restoration Contractor
Washington's Office of the Insurance Commissioner confirms that homeowners have the right to select their own contractor for covered home repairs. Insurers may recommend preferred providers, and using one can sometimes offer advantages, including guarantees associated with the insurer's chosen contractor. I still recommend evaluating the company rather than selecting it solely because its name appeared in an insurance email.
Ask whether the contractor is properly registered, bonded, and insured. Washington requires general contractors to carry a $30,000 surety bond, and the state's minimum general liability insurance requirement is $250,000.
Encore Construction holds Washington contractor registration ENCORCL857K6, carries $1 million in general liability coverage, and operates as a licensed, bonded, and insured restoration contractor.
I would also ask whether the company handles its own mitigation and reconstruction, whether it has appropriately trained restoration technicians, and who will manage the insurance documentation.
At Encore, we use our own crews for drying, contents handling, and rebuilding. We have an in-house insurance team, and if belongings need to be removed during the work, we can store them in our 13,000-square-foot warehouse in Arlington. Those details aren't just conveniences. They determine how many different companies the homeowner may have to coordinate and who is responsible for managing the restoration from beginning to end.
Read the Work Authorization Before You Sign It
Water damage puts homeowners under pressure, and I think that's exactly when contractors need to be clear about paperwork. The first document you're usually asked to sign is a work authorization. It gives the contractor permission to perform specified services in your home. Before signing, ask what work is included, how payment will be handled, and what happens if the insurance company doesn't approve the full estimate.
Be especially careful with an assignment of benefits. Washington's insurance regulator warns that this type of document may transfer certain claim rights to a contractor, potentially allowing the contractor to negotiate or settle aspects of the claim without the homeowner's approval. I wouldn't sign a document like that without understanding its effect on my rights. I would also question any contractor demanding full payment before the work starts. Larger reconstruction projects may involve progress payments, but the terms should be explained and documented.
If a contractor recommends upgrades while repairing the damage, ask whether those improvements are covered by insurance. Restoring a property to its previous condition and upgrading it beyond that condition aren't necessarily the same expense. Code-required improvements may also depend on the policy's ordinance or law coverage.
What Happens After the Insurance Claim Is Opened?
Once the insurer has been notified, the claim moves into an investigation and review process. The company may request photographs, statements, estimates, and other documentation. It may also send an adjuster or another professional to inspect the property.
Washington's claims-handling rules establish deadlines for insurers, although those deadlines don't guarantee that every claim will be resolved within a fixed number of days. Under WAC 284-30-380, effective October 18, 2026, insurers generally must notify first-party claimants whether a claim is accepted or denied within 30 calendar days after receiving notification of the claim. If more time is needed, the insurer must explain the reasons and provide additional written updates at the intervals required by the rule. That doesn't mean a complicated restoration project must be fully paid for and rebuilt within 30 days. The rules govern insurance claims handling, while drying, reconstruction, material availability, and disagreements about the scope can create separate timelines.
On our projects, approval for reconstruction often takes approximately one to two weeks after drying, although insurer review may take longer. Our in-house insurance team assembles and submits the project documentation, communicates with adjusters, and helps homeowners understand what is being requested. We don't make coverage decisions for insurers, and we can't guarantee what a particular policy will pay.
There is another practical issue homeowners should understand: sometimes insurance payments are sent directly to the policyholder. Before spending that money, find out which repairs or services the payment is intended to cover. If there's a mortgage on the property, the lender may also have requirements for releasing repair funds.
The last thing I want is for someone to spend money they believed was unrestricted and then discover it was intended to pay for restoration work.
What If Your Claim Is Denied or the Insurer Takes Too Long?
Ask for the denial in writing and review the policy provisions the company relied on. Washington's claims rules require insurers to identify applicable policy grounds when denying coverage. If the investigation is taking longer than expected, request an explanation and keep records of your communications. I recommend noting the date of every call, the name of the person you spoke with, and what was discussed.
Our team can review the restoration documentation and help identify whether measurements, photographs, estimates, or other project records are missing. We can support the factual documentation of the work, but disputed coverage decisions may require assistance from a licensed public adjuster, insurance professional, or attorney.
Homeowners can also contact the Washington Office of the Insurance Commissioner at 1-800-562-6900 for insurance questions or complaints.
I don't think every disagreement requires a confrontation. Sometimes the insurer simply needs additional information to evaluate the scope. Other times, there is a genuine policy dispute. Either way, clear records make it easier to understand what is actually being questioned.
Your Deductible and Insurance Coverage Affect What You Pay
Not every water damage claim produces an insurance payment, and I would never tell a homeowner that insurance will automatically cover the entire restoration.
The Insurance Information Institute reports that, using data from 2019 through 2023, approximately one in 67 insured homeowners filed a water damage or freezing claim annually, with an average claim amount of about $15,400. That average isn't a prediction of what any individual restoration will cost. A limited supply-line leak and a multiroom loss requiring extensive reconstruction are very different projects.
Your deductible, policy limits, exclusions, and the amount of covered damage all affect the final payment. Some policies also contain specific water damage sublimits, which may be much lower than the overall dwelling coverage limit.
We've encountered policies with water damage limits as low as $10,000, even when the dwelling coverage was substantially higher. I recommend checking those provisions before assuming the full insured value of the home is available for a water loss.
If you don't have insurance, or your policy doesn't cover the damage, tell us at the initial inspection. Encore offers a 20% discount for self-pay restoration customers, and the initial assessment is free.
Having One Company Handle the Rebuild Can Simplify the Process
Emergency water removal is often the beginning of the project, not the end. Once the affected areas are dry, the home may still need replacement flooring, drywall, cabinets, trim, painting, or other reconstruction work. On some projects, furniture and personal belongings also need to be packed out and stored.
Our team handles mitigation, contents, and reconstruction in-house. Approximately 95% of our water damage customers continue with Encore through the reconstruction phase, according to our company estimates. That allows us to coordinate the work from the first inspection through the final repairs, instead of asking the homeowner to start over with a different contractor once the drying equipment is removed.
Encore Construction has been family-owned since 2015 and serves homeowners across Snohomish, King, Skagit, Whatcom, and Island counties. During the busiest winter periods, our crews handle approximately 10 to 15 water damage jobs per day. We offer 24/7 emergency assistance, and our project managers may be able to respond in as little as 30 minutes, depending on where the property is located and current availability.
I think restoration should be about more than getting the water out. It should also give the homeowner a clear understanding of what's damaged, what needs to happen next, and who is responsible for each part of the process.
Make Both Calls, but Don't Let the Water Keep Spreading
When people ask me whether to call their restoration company or insurance company first, I don't want them to turn the decision into a reason to delay. If a pipe has burst inside the house and the water is safely shut off, I recommend getting a restoration assessment promptly so you know what happened and how far the damage has spread. Notify your insurer the same day, following the requirements of your policy. If sewage is involved, stay away from the contaminated water and call qualified help. If outside floodwater has entered the house, contact your flood insurer promptly and make sure the contractor understands flood-related documentation requirements.
If you've already called your insurance company, there's nothing wrong with that. You can still choose a restoration contractor and begin arranging the necessary assessment. If you've already hired a contractor, make sure the insurer has the documentation it needs.
What I don't recommend is waiting days for a perfect sequence of phone calls while moisture continues moving through the building. The earlier we understand the damage, the better positioned we are to determine what can be dried, what needs replacement, and what information the insurer will need to evaluate the loss.
For more detailed information: complete guide to whether you should call a restoration company or insurance first after water damage.
Expert Conversation with Jason Lokhmatov
The Stone Magazine (TSM): Jason, if a homeowner discovers a burst pipe, who should they call first: the restoration company or their insurance company?
Jason Lokhmatov (JL): For an ordinary indoor plumbing leak, I recommend contacting a restoration company promptly so we can assess the damage and document what happened. But I also want homeowners to notify their insurance company the same day. The inspection helps establish the facts, and the insurer still needs to be notified according to the policy. I wouldn't let one call delay the other.
TSM: Why do you prefer having a restoration contractor inspect the damage before the homeowner speaks with an adjuster?
JL: Because homeowners often don't know how far the water traveled or what materials were affected. We can take moisture readings, photograph the damage, and explain what we find. That gives them something concrete to report instead of guessing. I'm not trying to change what happened. I want the claim based on accurate information.
TSM: Can saying the wrong thing to an adjuster really affect a water damage claim?
JL: An unsupported guess can create problems. Someone might say a leak has probably been there for weeks when they only discovered it that morning. If they don't know when it started, they should say that. We can document the visible damage and take measurements, but nobody should invent a timeline just because they're being asked for one.
TSM: What does your initial water damage inspection cost?
JL: Our initial inspection is free. Matt or Andrew, our project managers, can come out, document the affected areas, measure moisture, and explain what needs to happen. In some emergencies, we may be able to arrive in about 30 minutes, depending on location and availability. I want homeowners to understand the situation before they commit to a restoration project.
TSM: What if the damage costs less than the homeowner's insurance deductible?
JL: That's something worth considering before deciding whether to file a claim, while still following the policy's notification requirements. We often see deductibles around $1,000 or $2,000. If the repair is below the deductible, there may not be an insurance payment. But you also need to know whether hidden damage could change the cost. I wouldn't make that decision based on one wet spot without assessing it.
TSM: Are all household water leaks covered by homeowners insurance?
JL: No. Sudden and accidental water damage is commonly covered under many policies, but gradual leakage, seepage, and other causes may be excluded or limited. Hidden-leak exceptions also vary. Floodwater and sewer backup are different categories. I want homeowners to review their actual policy rather than assume that every kind of water damage is treated the same way.
TSM: When would you recommend calling the insurance company first?
JL: Flooding is the main exception I talk about. If a river or creek comes into the house, contact the flood insurance carrier promptly because those claims follow different rules. If a homeowner already has an insurance agent they trust and can reach immediately, there's nothing wrong with calling that person first either. The important thing is not delaying necessary protection of the property.
TSM: Should homeowners wait for an insurance adjuster before beginning water removal?
JL: I wouldn't leave the home wet while waiting for an appointment. Reasonable emergency measures may be necessary to prevent further damage. We document the conditions before doing work whenever it's safe and practical, because the insurer may need to understand what was damaged and why certain materials were removed. Photographs and moisture readings are a big part of that.
TSM: How long does the drying process usually take?
JL: On many of our projects, drying takes about three to five days. It depends on the materials and how much water entered the structure. We monitor moisture readings rather than just run equipment for a fixed number of days. Approval for reconstruction often takes another week or two after drying, although insurance reviews and larger losses can take longer.
TSM: Does the homeowner have to hire the restoration contractor recommended by their insurance company?
JL: No. Homeowners generally have the right to choose their own contractor. I would check the company's registration, insurance, experience, and how it handles both restoration and claims documentation. An insurer's preferred contractor may offer certain advantages, but I still think homeowners should understand who is doing the work and what they're agreeing to.
TSM: What should someone look for before signing a restoration contract?
JL: Start with the work authorization. Understand what services you're approving, how payment works, and what happens if the insurer doesn't cover the full amount. Be particularly careful with an assignment of benefits because it can affect your control over the claim. I would read everything, ask questions, and get important terms in writing.
TSM: What if the homeowner doesn't have insurance?
JL: Tell us that at the beginning. The inspection is still free, and we offer a 20% discount for self-pay customers. I can't promise a particular total before evaluating the property, but we can explain what needs to be done and help the homeowner understand the scope.
TSM: How involved is Encore Construction in the insurance paperwork?
JL: We have an in-house team that prepares documentation, estimates, photographs, and communication with the insurer. We handle the restoration and reconstruction with our own crews as well. About 95% of our water damage customers stay with us for the rebuild, so they don't have to find another company once the initial drying is complete. The insurer makes coverage decisions, but we help document the work and explain the restoration scope.
TSM: What happens if the insurance company denies the claim?
JL: I would start by asking for the denial in writing and finding out exactly which policy provisions are being applied. We can review the restoration documentation and help identify missing information, but we can't overturn a coverage decision ourselves. If there's a real dispute, the homeowner may need a licensed public adjuster or other qualified assistance. Washington's Office of the Insurance Commissioner is also available for questions and complaints.
TSM: What's the most important thing homeowners should remember when deciding who to call first?
JL: Don't let the order of the calls become more important than protecting the house. Stop the water if you can do it safely, document what happened, get qualified restoration help, and notify your insurer promptly. I would rather inspect the damage early and find that it can be handled with limited work than come back weeks later when water has reached more of the structure.
