10 Questions to Ask Before Hiring a Restoration Company

Get the 10 most important questions to ask a restoration company before hiring. Know what good answers look like — and what red flags to watch for.

10 Questions to Ask Before Hiring a Restoration Company

Hiring a restoration company is not like calling a plumber for a leaky faucet. Water damage, mold, and fire restoration are complex, multi-day processes that can affect your home's structure, your family's health, and your homeowner's insurance claim. The right questions give you the information you need to choose wisely. They also reveal how a company handles pressure — because the way they answer says as much as what they say. Here are the 10 essential questions to ask any restoration company before signing a contract.

Question 1: Are You Licensed and Insured in This State?

Why it matters: State licensing requirements for restoration contractors vary. In many states, restoration work requires a general contractor's license. Some require additional specialty licenses for mold remediation, asbestos work, or lead-safe practices. Working with an unlicensed contractor can void your homeowner's insurance coverage, leave you liable if a worker is injured on your property, and make it nearly impossible to pursue recourse if the work is done wrong. What a good answer looks like: The company immediately offers their license number and insurance certificates without being prompted. They can tell you which licenses they hold, where to verify them, and what types of insurance they carry (at minimum: general liability and workers' compensation). What a bad answer looks like: "We don't need a license for this type of job," "We're in between insurance policies right now," or any hesitation to share documentation. Follow-up: Ask for a Certificate of Insurance. Verify the license on your state's contractor licensing board website.

Question 2: Are Your Technicians IICRC Certified?

Why it matters: The IICRC (Institute of Inspection, Cleaning and Restoration Certification) sets the industry standards for restoration work. Certified technicians have passed exams and completed approved training in areas like water damage restoration (WRT), structural drying (ASD), and mold remediation (AMRT). Companies without IICRC certification have no baseline standard holding them accountable. What a good answer looks like: The company names specific certifications held by the technicians who will be working on your home — WRT, ASD, AMRT, FSRT — and offers their IICRC certification number so you can verify online at iicrc.org. What a bad answer looks like: "All our guys are trained" (without specifying any certification), or "we have our own internal certifications" (proprietary training is not the same as IICRC certification). Follow-up: Ask which specific certifications the technician coming to your home holds — not just whether someone in the company is certified.

Question 3: How Quickly Can You Respond, and Do You Offer 24/7 Service?

Why it matters: Water damage spreads within minutes and mold can begin growing within 24 to 48 hours. Every hour of delay increases both the extent of damage and the cost of repair. A restoration company that can't respond quickly in an emergency isn't providing full service. What a good answer looks like: A specific response time commitment — "we can have a technician at your door within 2 to 4 hours" — plus confirmation of 24/7/365 emergency availability. Local crews are preferable to companies that rely on out-of-state subcontractors. What a bad answer looks like: Vague responses like "we'll get there as soon as possible" or "we usually respond within a day or two" during what you've described as an emergency. Follow-up: Ask whether emergency response is available on weekends and holidays, and whether there's an extra charge for after-hours service.

Question 4: Can You Provide a Detailed Written Estimate?

Why it matters: A written estimate is your legal protection. It defines what work will be done, for what price, and in what timeframe. Without it, you have no recourse if the scope expands, the price changes, or the work isn't completed as discussed. What a good answer looks like: The company offers to conduct an on-site inspection before providing an estimate. The written estimate includes: itemized tasks by room, equipment to be used, labor and materials breakdown, timeline, and total cost. Many professional companies use Xactimate software — the same system insurance companies use — which creates clear documentation your adjuster can process. What a bad answer looks like: A verbal estimate with a round number, a refusal to commit to a written scope before starting work, or an estimate that simply says "water damage remediation" with a lump sum. Follow-up: Ask if they use Xactimate. Ask what happens if the scope of work changes mid-project — how will cost increases be communicated and authorized?

Question 5: What Is Your Step-by-Step Restoration Process?

Why it matters: Understanding the process tells you whether the company follows IICRC standards or is winging it. The right answer demonstrates competence and helps you understand what to expect in your home over the coming days. What a good answer looks like: A clear, sequential explanation: Inspection using moisture meters and thermal imaging to find all affected areas Water extraction with commercial-grade equipment Structural drying with air movers and dehumidifiers Daily moisture monitoring with documented readings Cleaning and antimicrobial treatment Final clearance check before equipment removal Repair/reconstruction phase if needed What a bad answer looks like: "We'll dry it out and fix what needs fixing" — this tells you nothing. Any technician who can't explain the drying process in basic terms has likely not been trained to industry standards. Follow-up: Ask how they'll know when the structure is dry enough to stop drying. The answer should reference specific moisture readings and IICRC drying standards — not just visual inspection.

Question 6: How Do You Work With My Insurance Company?

Why it matters: Insurance claims for restoration work involve specific documentation requirements, technical software, and often back-and-forth negotiation with adjusters. A company experienced in insurance claims can handle much of this for you — reducing stress and potentially increasing your payout. What a good answer looks like: The company confirms they communicate directly with your adjuster, use Xactimate for estimating, document damage with photos and moisture readings throughout the project, and have experience working with major carriers. They can also clarify: you have the right to choose your restoration company — you are not required to use your insurer's "preferred vendor." What a bad answer looks like: "You'll need to handle the insurance stuff," or a company that encourages you to sign an Assignment of Benefits (AOB) form — a legal document that transfers your insurance claim rights to the contractor. AOBs have been heavily associated with contractor fraud in states like Florida. Follow-up: Ask specifically whether they can bill your insurance company directly, and what happens if your insurer disputes their scope of work.

Question 7: Can You Provide References From Recent Similar Jobs?

Why it matters: References give you direct access to past customers who had similar damage in similar circumstances. This is different from online reviews — you can ask specific follow-up questions about the experience. What a good answer looks like: The company offers 2-3 references from the past year, specifically for jobs similar to yours (same type of damage, similar size home). They give you names and phone numbers without hesitation. What a bad answer looks like: "We don't give out customer information," or references that are difficult to reach, give vague answers, or sound rehearsed.

What to ask references:

Did the company arrive on time and communicate consistently? Were there any surprise charges beyond the original estimate? Did you experience any issues after the job was completed (mold, odor, structural problems)? Would you hire them again?

Question 8: What Warranties or Guarantees Do You Offer?

Why it matters: Water damage restoration has a delayed result — you won't know if the job was truly complete until weeks later when no mold appears. A warranty gives you recourse if problems surface after the technicians leave. What a good answer looks like: A specific written warranty describing what is covered, for how long, and what the company will do if issues arise. Some companies offer guarantees that mold will not develop if the structure was properly dried to IICRC standards. What a bad answer looks like: "We guarantee our work" with no specifics, or a warranty that exists only verbally and isn't provided in writing. Follow-up: Get the warranty in writing before work begins. Ask who to contact if you notice a problem — a specific person, not just a general number.

Question 9: Will You Be Using Subcontractors?

Why it matters: Many restoration companies use subcontractors for portions of the work. This isn't necessarily a problem, but you need to know who will be in your home, whether those subcontractors are licensed and insured, and who is ultimately responsible if their work is unsatisfactory. What a good answer looks like: The company is upfront about any subcontractors, confirms they're vetted, licensed, and insured, and takes clear responsibility for all work performed under the contract. What a bad answer looks like: Evasiveness about who will be working in your home, assurances that "we handle everything" without specifics, or a large portion of the work handed off to subcontractors you've never vetted. Follow-up: Ask whether subcontractors are listed on the estimate, and ensure the main contract covers their work.

Question 10: How Do You Handle Hidden or Unexpected Damage?

Why it matters: Restoration often reveals problems that weren't visible at the initial assessment. Water migrates into wall cavities, under flooring, and behind fixtures. How a company handles these discoveries — and how they communicate cost increases — tells you a lot about their integrity. What a good answer looks like: The company explains their process for communicating unexpected findings: they will call you and your adjuster, describe the additional damage found, provide a revised estimate, and wait for your authorization before proceeding. Nothing additional gets done or billed without your sign-off. What a bad answer looks like: "We'll just take care of whatever we find" — this is how scope creep and surprise bills happen. Any change to the original scope of work should require your explicit written approval. Follow-up: Ask this hypothetically: "If your technician finds additional water damage behind my drywall that wasn't in the original estimate, what happens next?" A clear, process-driven answer is what you want.

Your Restoration Company Comparison Checklist

Use this checklist when evaluating two or more companies side by side: A company that scores well across all 10 areas is one worth trusting.

Red Flags to Watch for in the Answers

Even if a company answers all 10 questions, watch for these warning signs: Impatience with questions — legitimate professionals welcome informed clients Inconsistent answers — a company that changes its story about certifications or licensing is not being straight with you Pressure to decide immediately — a common tactic used by fraudulent contractors to prevent you from doing research Reluctance to put anything in writing — if it's not in writing, it doesn't exist legally Unusually low bid — if one company is dramatically cheaper than two others, ask why before assuming it's a deal

Making Your Decision

These 10 questions to ask a restoration company give you a structured way to evaluate any provider — and to compare multiple companies fairly. Don't skip this process even in an emergency. A few phone calls and 30 minutes of verification now can prevent months of headaches later. Restore Near Me's directory helps you find and compare verified restoration companies in your area, so you start your search with a list of candidates who have already cleared the basics.