Tell Me, What's the Story of Today?

• Can you briefly describe what happened and when it started?
• What type of event caused the damage? Options: Water (burst pipe/flood), Fire/smoke, Storm/wind/roof, Mold discovery, Vandalism, Other
• Which areas of the property are affected right now? Options: Kitchen, Bathroom, Basement, Attic/roof, Living areas, Bedrooms, Multiple floors, Exterior/roof, Other
• Is anyone currently displaced or unable to use part of the home? Options: Entire household displaced, Partial displacement (some rooms unusable), Using home with precautions, Not displaced, Unsure
• Are there immediate safety concerns we should know about (electrical hazard, gas smell, structural instability)? Options: Electrical hazard, Gas/odor present, Structural concern, Active leak or flooding, Visible mold/biological, No immediate danger, Unsure
• What have you done so far to stop further damage or protect belongings?

How Much Is This Turning Your Life Upside Down?

• How has this event changed your daily routine or sense of safety?
• Who in your household is most impacted by the disruption? Options: Children, Elderly/disabled family member, Pets, Adults working from home, Everyone equally, Other
• Are there time-sensitive needs we should prioritize (medical equipment, work deadlines, school)? Options: Medical equipment, Work deadlines, School/childcare logistics, Special events/obligations, No urgent needs, Other
• How long can you realistically remain displaced or limited in your home before it becomes critical? Options: Less than 1 week, 1–2 weeks, 2–4 weeks, 1–3 months, More than 3 months, Unsure
• What emotional reactions are most present for you right now (pick all that apply)? Options: Overwhelmed, Anxious/fearful, Angry/frustrated, Numb, Relieved it was discovered, Embarrassed, Other
• What would reduce your stress the most in the next 48–72 hours?

What Keeps You Awake at Night About This Claim?

• If you had to name one worst-case outcome you fear from this claim, what would it be?
• Do you already have an active insurance claim or adjuster assigned? Options: Yes — claim filed and adjuster assigned, Yes — claim filed, adjuster not assigned, Not yet filed, Unsure
• How familiar are you with your policy’s dwelling coverage, limits, and deductible? Options: Very familiar, Somewhat familiar, Not familiar, Prefer not to say
• Which of these worries you most about cost or coverage? Options: Underinsurance/out-of-pocket costs, Claim denial or scope reduced, Delayed payments from insurer, High deductible, Coverage surprises (exclusions), Other
• How comfortable are you having us manage insurer conversations on your behalf? Options: Completely comfortable (handle everything), Comfortable with shared communication, Prefer to handle insurer myself, Need more information before deciding
• Have prior home claims affected your coverage, premiums, or trust in the process? Options: Yes — multiple prior claims, Yes — one prior claim, No prior claims, Unsure

If We Could Snap Our Fingers, What's Fully Restored?

• Imagine your home after the rebuild — what would make you immediately feel 'this feels right'?
• Which outcomes are non-negotiable for you in the restoration? Options: Safety fully restored, Original layout preserved, Match existing finishes, Faster move-in timeline, Minimize out-of-pocket cost, Improved materials/upgrades, Other
• How important is returning to pre-loss aesthetics versus accepting reasonable upgrades? Options: Pre-loss match is essential, Prefer to match where visible only, Open to tasteful upgrades, Prefer lowest cost option
• What is your target timeline for being fully back in the home? Options: Within 2 weeks, 2–6 weeks, 6–12 weeks, 3+ months, Flexible/unsure
• Are there sentimental or irreplaceable items we should protect or prioritize during pack-out and work? Options: Family heirlooms, Photos/artwork, Important documents, Electronics, No special items, Other
• If budget constraints force trade-offs, which would you prioritize? Options: Speed of completion, Quality of materials/workmanship, Keeping original look, Minimizing out-of-pocket cost, Long-term durability/warranty

Where Do You Want Us to Lead — And When Should We Ask You?

• How much control do you want over decisions once work begins — every detail, the big choices, or none at all? Options: I want to decide every detail, I want to approve major decisions only, I trust you to decide and inform me, I want to be consulted rarely, Unsure
• Who is the final decision-maker we should coordinate with for approvals? Options: Homeowner (me), Spouse/partner, Co-owner/other family member, Property manager, Insurance adjuster (for approvals), Other
• What communication style helps you feel in control (frequency and channel)? Options: Daily texts/photos, Every few days call, Weekly written update/email, Portal/task updates only, In-person meetings for milestones, Other
• Would you authorize minor changes up to a specified dollar amount without a separate call? Options: Yes — up to $500, Yes — up to $1,500, Yes — up to $5,000, No, call me for any change, Prefer to discuss case-by-case
• Do you want photographic or video confirmation of hidden work before it's closed up? Options: Yes — always, Yes — at structural/critical points only, No, not necessary, Unsure — advise me
• Are there third parties (neighbors, HOA, tenants) we should coordinate with for access, noise, or scheduling? Options: Neighbors/adjacent units, HOA/association, Tenants/renters, Utility providers, No one, Other

What Would Make You Confident We're Doing This Right?

• What evidence would convince you this contractor is protecting your home and your claim?
• How important are third-party inspections, engineering reports, or code compliance documents to you? Options: Essential (require reports), Helpful but not essential, Not important, Unsure
• Would viewing references and photos of similar completed jobs increase your confidence? Options: Yes — very helpful, Somewhat helpful, Not necessary, Maybe later
• Which guarantees matter most to you (select all that apply)? Options: Workmanship warranty, Manufacturer/material warranties, Satisfaction guarantee, Insurance-accepted scope and pricing, On-time completion guarantee
• What level of documentation do you expect during the claim (daily logs, moisture maps, photo timelines)? Options: Comprehensive documentation (daily/complete), Key milestones + photos, Only major approvals and payments, Minimal required documentation
• Would you be comfortable signing a limited authorization to let us coordinate directly with your insurer? Options: Yes — full coordination, Yes — limited coordination, I prefer to handle insurer contact, Need more information before deciding

Hidden Risk & Long-Term Concerns — What Are We Overlooking?

• Sometimes the worst damage is unseen—what hidden issues would keep you up at night if they were missed?
• Have you noticed odors, staining, warped floors, or unexplained mold growth since the event? Options: Musty odor, Visible mold, Stains/discoloration, Warped or cupped floors, No signs, Unsure
• Are there home systems you’re particularly worried might be affected (electrical, plumbing, HVAC, roof/structure)? Options: Electrical, Plumbing, HVAC/ducts, Roof/structure, Appliances/fixtures, No concerns
• Would you consent to targeted exploratory demolition (opening walls/ceilings) to confirm hidden damage if recommended? Options: Yes — full consent, Yes — with limits and approval, Prefer to avoid unless absolutely necessary, No
• How concerned are you about long-term issues like mold recurrence or ongoing water intrusion? Options: Very concerned, Somewhat concerned, Not very concerned, Unsure
• Would you like recommendations for preventive upgrades to reduce future risk (better flashing, improved drainage, upgraded materials)? Options: Yes — want recommendations and estimates, Maybe — depending on cost, No — only restore to previous condition, Unsure

Deciding What Happens Next — Where Do You Want Us to Start?

• If we could only do three things in the next 48 hours that would make the biggest impact for you, what should they be?
• Which immediate action would you like us to prioritize right now? Options: Emergency mitigation (water extraction, tarping), Temporary housing assistance, Documenting damage for insurer (photos/moisture readings), Scope writing and adjuster coordination, Containment/mold testing, Other
• Are you ready to authorize an initial mitigation visit today or within 48 hours? Options: Yes — ready now, Yes — later today, Schedule within 48 hours, Not yet/need more info, No
• Do you need help arranging temporary housing or storage for belongings? Options: Temporary housing assistance, Storage/pack-out assistance, Both housing and storage, No assistance needed, Unsure
• What days and times work best for inspections and contractor meetings? Options: Weekday mornings, Weekday afternoons, Evenings (after 6pm), Weekends, Flexible, Other
• What questions or concerns do you want addressed before you sign any authorization or agreement?

• Damage Diagnosis Walkthrough (On-site)
• Consequence & Insurance Impact Review (Claims Implications)
• Future-State Restoration Plan & Sequence
• Proof, Mock-ups & Validation Session
• Adjuster Alignment & Approval Path (Joint Meeting)

• Identify any unresolved objections that would block progress and list remediation steps.
• Homeowner clearly visualizes the future-state in operational terms and agrees it meets their success criteria.
• Agree on the sequence and milestone dates so expectations are synchronized.
• Establish explicit acceptance criteria for hidden and finished work to avoid downstream disputes.
• Deliver the draft high-level scope with line-item highlights mapped to homeowner outcomes and insurer needs.
• Publish a milestone schedule with homeowner checkpoints for validation and signature.
• Create and share the hidden-work inspection checklist that will be used during reconstruction.
• Diagnostic Evidence Review
• Homeowner validates that diagnostics and mock-ups prove the proposed future state will resolve their specific problems.
• Secure detailed feedback or sign-off on finishes and hidden-work acceptance criteria.
• Introductions & Purpose
• Record homeowner validation responses and update the scope/finish selections accordingly.
• Order agreed materials/samples and schedule the mock-up approval checkpoint.
• Document any remaining objections with proposed resolutions and timelines.
• Introductions & Objective
• Achieve explicit adjuster acknowledgement of the path to approval or a documented list of outstanding items and timelines.
• Reduce likelihood of later scope rejection by aligning evidence and acceptance criteria now.
• Set clear next steps and deadlines for adjuster responses to keep the project on schedule.
• Send the agreed scope package, diagnostic evidence, and one-sentence current/future states to the adjuster immediately after the meeting.
• Schedule follow-up inspection or response deadline with the adjuster and homeowner present if required.
• Document any agreed deviations from standard coverage and record homeowner acknowledgment of potential OOP exposures.
• Establish a single, unambiguous current-state sentence that both homeowner and contractor confirm.
• Identify and prioritize immediate mitigation actions that prevent further damage.
• Collect complete on-site evidence (photos, moisture readings) for claims and scope creation.
• Confirm homeowner's top success criteria to frame all subsequent recommendations.
• Produce and share the one-sentence current-state diagnostic and annotated photo/moisture map.
• Schedule and execute agreed immediate mitigation tasks (water extraction, tarping, etc.).
• Record homeowner's top success criteria and include in the restoration plan.
• Recap Current State
• Homeowner understands the measurable consequences (time, money, risk) of each path forward.
• Clarify which scope items are critical for adjuster acceptance and why.
• Homeowner selects a financial/mitigation preference path or understands options to decide next.
• Prepare a one-page consequence summary with estimated costs, timeline, and OOP exposure for homeowner and adjuster.
• Flag and document any scope items likely to require adjuster justification and compile supporting evidence.
• Provide homeowner with temporary housing cost estimate and options if displacement continues.
• One-Sentence Future State
• Finish Mock-ups & Samples
• High-Level Scope & Line-Item Highlights
• Contractor Diagnosis & One-Sentence Future State
• Consequence Analysis
• One-Sentence Current State
• Sequence & Milestones (Mitigation → Rebuild)
• Photo & Moisture Tour
• Scope & Pricing Highlights Tied to Acceptance Criteria
• Insurance Impact & Adjuster Acceptance Criteria
• Tie Proof to Problems
• Adjuster Clarifications & Agreement on Next Steps
• Hidden Work & Acceptance Criteria
• Validation & Sign-Off
• Out-of-Pocket Scenarios & Temporary Housing
• Immediate Safety & Mitigation Priorities
• Confirm Payment Flow, Authorization, and Owner Expectations
• Questions, Clarifications, and Decision Points
• Roles, Communication Cadence, & Decision Points
• Homeowner Success Criteria Re-confirmation
• Next Steps & Documentation Plan

• 24-Hour Emergency Water Extraction
• Structural Drying and Dehumidification
• Temporary Roof Tarping and Board-Up
• Smoke, Soot, and Odor Removal
• Mold Containment and Remediation
• Content Pack-Out, Cleaning, and Storage
• Selective Demolition and Debris Removal
• Drywall Replacement and Texture Match
• Flooring Removal and Installation
• Cabinetry and Millwork Reconstruction
• Plumbing Repairs and Pipe Replacement
• Electrical Repairs and Rewiring
• HVAC Duct Cleaning and Sanitization
• Finish Painting and Surface Restoration

24-Hour Emergency Water Extraction

• Is emergency water extraction currently needed at the property? Options: Yes, No, Unsure - need inspection
• Where is standing or pooled water present? (select all that apply) Options: Basement, First floor, Second floor/upper levels, Crawlspace, Exterior/porch, Multiple levels
• Estimate the depth/extent of water in affected areas Options: Less than 1 inch, 1–6 inches, More than 6 inches, Saturated but no standing water, Unknown - needs measurement
• Are utilities safe and available for crews (electric/gas/water)? Options: Electric shut off, Gas shut off, Water shut off, All utilities on and safe, Unknown / needs assessment
• Are there access constraints or safety concerns for extraction (locked gates, aggressive pets, unsafe stairs)?
• Do you need immediate boarding/temporary power in addition to extraction? Options: Yes - boarding, Yes - temporary power, Both, No

Structural Drying and Dehumidification

• Which structural materials are affected and require drying? (select all that apply) Options: Wood framing, Subflooring, Concrete, Drywall, Insulation, Other
• Do you have existing moisture readings or thermal images to guide drying? Options: Yes - readings available, Yes - thermal images available, No - needs measurement
• Is containment or specialized drying (e.g., tenting, floor mat systems) required? Options: Standard air movers/dehumidifiers, Tenting or floor mat systems, Negative-pressure containment, Not sure - assess onsite
• Any environmental restrictions or homeowner preferences about equipment placement/noise/time windows?
• Expected duration tolerance for drying equipment on site (typical 3–14 days): Options: 1–3 days, 4–7 days, 8–14 days, Flexible / as needed
• Should drying include daily monitoring and documented moisture logs for insurance? Options: Yes - daily logs, Yes - periodic logs, No - not required

Temporary Roof Tarping and Board-Up

• Is the roof currently compromised and in need of temporary tarping? Options: Yes - active leak(s), Yes - structural opening, No, Unsure - needs assessment
• What area of roof requires tarping or boarding? (square feet or number of roof planes)
• What roofing material do you have (helps determine tarp method)? Options: Asphalt shingle, Metal, Tile, Flat membrane, Unknown
• Are there permit, HOA, or neighbor constraints that affect tarp or board installation? Options: Yes - permit/HOA restrictions, No constraints, Unknown
• Is immediate interior protection also required (board-up windows/doors) due to exposure? Options: Yes - windows/doors, No, Only windows, Only doors
• Any safety or access constraints for roof work (steep pitch, solar panels, skylights)?

Smoke, Soot, and Odor Removal

• Is smoke odor currently detectable inside the property? Options: Strong, Moderate, Faint, No odor, Unsure
• Which areas show soot or smoke deposition? (select all that apply) Options: Kitchen, Living areas, Bedrooms, Attic, HVAC registers/ducts, Multiple locations
• Are contents required to be cleaned on-site or packed out for cleaning? Options: On-site cleaning, Pack-out cleaning, Both, No contents affected
• Have any HVAC components been exposed to smoke and need inspection/cleaning? Options: Yes - HVAC exposed, No - HVAC not exposed, Unsure
• Are there occupants with sensitivities/allergies that affect remediation choices (e.g., no ozone)? Options: Yes - sensitivities, No, Prefer low-chemical methods
• Preferred odor removal methods or restrictions (thermal fogging, ozone, hydroxyl, manual cleaning)? Options: Thermal fogging, Ozone, Hydroxyl/oxidizers, Manual cleaning only, No preference / assess onsite

Mold Containment and Remediation

• Is visible mold present or has there been confirmed laboratory testing? Options: Visible mold present, Lab-confirmed, Both, No visible mold but moisture present
• What substrates are affected (select all that apply)? Options: Drywall, Wood framing, Insulation, Carpet/padding, HVAC ducting, Concrete
• Is containment required to protect unaffected areas and HVAC during remediation? Options: Full containment with negative air, Localized containment, No containment needed, Unsure - assess onsite
• Will clearance testing and post-remediation air sampling be required by insurer or homeowner? Options: Yes - required, No, Prefer but not required
• Any history of health complaints or occupant sensitivities to consider during remediation?
• Are there known hazardous materials (asbestos, lead paint) that may affect remediation approach? Options: Yes - hazardous materials present, No, Unknown - testing required

Content Pack-Out, Cleaning, and Storage

• Approximately how many rooms or what volume of personal property needs pack-out? Options: 1–3 rooms, 4–6 rooms, Whole-house, Single items only, Estimate in cubic feet (free form)
• Do any items require specialty cleaning (antique, electronics, textiles, art)? Options: Antiques/valuables, Electronics, Clothing/textiles, Artwork, No specialty items
• Do you prefer off-site secure storage or on-site protected storage? Options: Off-site secure storage, On-site protected storage, Mix of both, Undecided - advise me
• Is an inventory and photo documentation required for insurance and homeowner records? Options: Full inventory with photos, Basic inventory, No inventory requested
• Are there time constraints for pack-out completion (e.g., before mitigation/drying starts)? Options: Immediate (same day), Within 48 hours, Within 5 business days, Flexible
• Any security, access, or sentimental-item handling instructions we should know (locked cases, irreplaceable items)?

Selective Demolition and Debris Removal

• Which areas require demolition (select all that apply)? Options: Ceilings, Walls, Floors/subfloor, Cabinetry, Bathroom/kitchen fixtures, Exterior elements
• Is selective demolition limited to non-structural elements or will structural members be impacted? Options: Non-structural only, Structural members impacted, Unknown - needs assessment
• Are there known hazardous materials (asbestos, lead) requiring abatement prior to demolition? Options: Yes - known hazardous, No, Unknown - testing required
• Do you require segregation of debris for insurance or homeowner salvage? Options: Yes - segregate and inventory salvageable items, No - single-stream removal, Some items to be saved
• Preferred debris removal timeline and frequency of dumpsters/hauls? Options: Same day removal, Daily haul, Weekly haul, As-needed
• Are there site constraints for equipment or dumpster placement (driveway access, HOA rules)?

Drywall Replacement and Texture Match

• Which areas require drywall removal and replacement (rooms or locations)?
• Do you need matching of existing wall texture (e.g., orange peel, knockdown, smooth)? Options: Match existing texture, New smooth finish, Undecided - advise, Not applicable
• What finish level is required (e.g., paint-ready, skim coat, high-gloss match)? Options: Standard paint-ready, Skim coat for smooth finish, High-quality match for cosmetics, Undecided
• Are there any built-ins, trim, or specialty details that must be preserved or recreated? Options: Yes - built-ins/trim preserved, Recreation required, No special details
• Will matching require replacement of entire walls/adjacent sections to blend seams? Options: Yes - replace adjacent sections, No - patch and match, Assess onsite
• Any moisture or mold concerns behind drywall that require additional remediation before replacement? Options: Yes - remediation required, No, Unknown - test needed

Flooring Removal and Installation

• What flooring types are affected and require removal? (select all that apply) Options: Carpet, Hardwood, Laminate, Tile, Vinyl, Subfloor only
• Do you plan to replace like-for-like or upgrade to a different material? Options: Replace like-for-like, Upgrade material, Undecided - need options
• Total approximate square footage for flooring work (or per-room estimates)
• Is subfloor or moisture mitigation anticipated (e.g., mold, rot, leveling)? Options: Subfloor repair required, Moisture mitigation required, No subfloor issues expected, Unknown - inspect
• Do transitions between rooms or thresholds require special trim or thresholds? Options: Yes - custom transitions, Standard transitions fine, None
• Any preference or restrictions regarding schedule / occupant access during installation?

Cabinetry and Millwork Reconstruction

• Is the cabinetry damage cosmetic, water-affected, fire/ smoke-affected, or structurally compromised? Options: Cosmetic damage, Water-affected, Fire/smoke-affected, Structurally compromised, Mixed
• Do you require matching existing finishes/stains or full replacement with new design? Options: Match existing finish, Full replacement with new design, Refinish existing cabinets, Undecided
• Are countertops, hardware, or appliances integrated and require coordination/replacement? Options: Countertops included, Hardware only, Appliances relocation/coordination, None
• Do you need custom millwork (built-ins, crown molding) or standard prefab cabinetry? Options: Custom millwork required, Prefab cabinetry acceptable, Mix of both, Unsure - advise
• Will measurements and cabinet shop quotes be required prior to final commitment? Options: Yes - in-home measure, No - not required, Prefer initial estimate then measure
• Any lead-time constraints for cabinets or millwork delivery and installation?

• Statement of Work (SOW)
• Authorization to Proceed
• Insurance Coordination Plan
• Assignment of Benefits & Insurance Payment Authorization
• Commercial Terms & Payment Schedule
• Project Timeline & Milestone Commitments
• Change Order & Concealed Work Acceptance
• Warranty, Final Inspection & Acceptance
• Temporary Housing & Additional Living Expense (ALE) Reimbursement Plan
• Permits, Access & Site Safety Authorization
• Lien Waiver & Release on Final Payment
• Privacy & Information Release Consent
• Acceptance of Digital Signatures & Communications

• Final Acceptance Walkthrough (Homeowner + Project Team)
• Warranty Handoff & Homeowner Maintenance Review
• Project Quality & Code Compliance Review (Internal)
• Insurance Adjuster Close-Out Coordination
• Post-Project Customer Satisfaction & Lessons Learned

• Ensure homeowner will not face unexpected out-of-pocket exposure due to unresolved scope items.
• Final QC Checklist Review
• Achieve internal QC sign-off or define clear remediation steps to reach sign-off.
• Ensure all code and permit requirements are satisfied or scheduled.
• Prepare complete documentation package for homeowner and insurer delivery.
• Assign owners and deadlines for any remaining corrective tasks and update the punch-list.
• Upload final inspection reports, permits, and as-built documentation to the project folder.
• Notify the homeowner and scheduling coordinator of the confirmed date for the Final Acceptance Walkthrough.
• Review of Original Scope vs Delivered Work
• Obtain insurer acknowledgement that the delivered work meets the approved scope or a plan to resolve exceptions.
• Secure agreement on final payment schedule and any retainage releases.
• Introductions & Purpose
• Send final invoice and supporting documentation to the adjuster and copy the homeowner.
• If disputes exist, document agreed resolution steps and deadlines and circulate to all parties.
• Obtain written confirmation of claim closure or next required steps from the insurer.
• Customer Experience Check-in
• Capture measurable homeowner satisfaction feedback and any constructive concerns.
• Obtain consent for marketing use of project photos/testimonial where applicable.
• Produce a short lessons-learned list to improve future project delivery.
• Send a short satisfaction survey and request a testimonial link within 48 hours.
• Document lessons learned in the project record and assign owners for improvement actions.
• If the homeowner consents, prepare a before/after photo package for marketing and secure signed permission.
• Confirm which acceptance criteria are fully met and which items require remediation.
• Generate a clear, timebound punch-list with assigned owners and target completion dates.
• Obtain homeowner acknowledgement of the punch-list and preferred sign-off path.
• Collect homeowner signatures/photos to document the walkthrough outcome.
• Create and distribute the finalized punch-list (owner, priority, due date) within 24 hours.
• Upload annotated photos and walkthrough notes to the project record and notify the homeowner.
• Schedule any required follow-up trades/inspections with assigned owners and confirm dates with homeowner.
• Warranty Packet Delivery
• Homeowner receives and understands all warranty documents and knows how to file a claim.
• Establish a written maintenance schedule tied to warranty obligations.
• Ensure homeowner has digital access to as-built documents and contact information.
• Deliver digital warranty packet and as-built photo package to homeowner via email/portal.
• Create calendar reminders for homeowner maintenance milestones (e.g., 3/6/12 months).
• Confirm homeowner contact details and preferred communication channel for warranty/service requests.
• Scope & Acceptance Criteria Review
• Review Final Deliverables & Follow-ups
• Final Documentation Package
• Code & Permit Sign-offs
• Warranty Terms & Exclusions
• Review Open Punch-List Items
• Invoice & Payment Reconciliation
• Testimonial & Referral Request
• Maintenance & Preventive Checklist
• Room-by-Room Walkthrough
• Internal Lessons Learned
• Systems Demonstration
• Documentation & As-Built Preparation
• How to File a Warranty or Service Request
• Open Disputes & Resolution Plan
• Deliverables & Digital Access
• Punch-List Capture & Prioritization
• Confirm Claim Closure Steps
• Sign-off Readiness & Communication Plan
• Closeout Communications & Survey
• Sign-off Options & Next Steps