Wolgast Restoration Blog Page

How to Meet Expectations of Property Insurance Customers after a Disaster

Posted by Cory Sursely on Wed, May 30, 2018 @ 03:09 PM

The Restoration Contractor’s Role in a Dynamic Team

RestorationWorkA Property Restoration Contractor is in a unique position with diverse clients and multiple customers on each of their projects.  It’s the restoration contractor’s responsibility to find the best solutions that both the policy holder and the insurance adjuster can agree upon.

Wolgast Restoration, a systemized company, feels they have found a solid program to be a solution provider to this dynamic team.  Their systems have been developed to include the steps for best case outcomes and case studies they’ve accumulated through their own past experiences.  The system dictates the steps they take on each unique project, which helps the process run smoothly, communication, stay open, and expectations be met.

Should expectations not be met, it can sour the relationship for most or all parties.  And there are expectations throughout, starting with the initial meeting of the policy holder, which is typically a highly upsetting time for the policy holder as they’ve just experienced a loss and are facing many unknowns.  As part of Wolgast’s process, staff members are trained on how to handle sensitive situations.  When there is a large project to tackle, sometimes it’s easy to jump into action without realizing that the policy holder’s world seems to be in shambles.  Having Wolgast’s team members address the direness of the client's situation helps to start the project with trust that they’ll be taken care of.

Other expectations to be met are the scope of work, what will be covered, and what the restored property will look like when it’s finished.  Wolgast addresses this by using Xactimate software and following IICRC guidelines.  A Restoration Contractor can easily set expectations for the cost of the restoration by using Xactimate estimating software as it’s the same software/pricing that the adjuster uses for their estimate.  This takes out the guessing game early in the process.  The contractor and adjuster only have to agree on the scope of work at this point, and the methods of restoration are dictated by the standards of IICRC, also well known throughout the industry.

Furthermore, in the unfortunate case of a total loss, say due to a fire, Wolgast Restoration is part of a team of licensed Michigan Builders that have been in business for 70 years, which includes a licensed architect on staff.  This is an advantage that Wolgast Restoration brings to the table.  A team of this caliber with the knowledge of the insurance industry standards, language, pricing, and policies; plus a skilled construction workforce and architect will complete your restoration quickly, efficiently, and with expected outcomes.

Lastly, Wolgast has established good ratings with all Third Party Administrators with which they work.  The TPAs appreciate our professional and systemized approach to insurance restoration.  Wolgast works hard to maintain their scores with these TPAs and will do the same for insurance adjusters, agents and their customers, so all parties can maintain their respective clients.

Topics: Restoration Contractor, customer service

6 Ways to Prevent Frozen Pipes

Posted by Cory Sursely on Thu, Jan 25, 2018 @ 10:42 AM

PipeInsulation.jpgThe fluctuating temps we’ve experienced this winter can wreak havoc on our health and our building pipes.  Neither are fun to deal with, and many who haven’t experienced bursting pipes are often caught off guard when it happens.  The freezing and expanding and contracting action causes pipes to break and/or crack then water floods your building or home creating mayhem.  There are simple preventive measures you can take to protect yourself from a leak and we share them with you below.

  • Where your pipes are near or within an exterior wall, make sure there is adequate insulation. Depending on the age of your structure, you may need to add more even if it’s been adequate in the past.
  • Fill holes such as gaps at the sill plate in the basement, or holes for cable ore electrical wires with expandable foam insulation. Also, apply weather stripping to doors and windows which can let in a draft.
  • If you have living space over a garage, keep the garage door shut to avoid cold air exposure, and weather seal your garage door at the bottom.
  • Don’t let your thermostat fall below 55 degrees if you’re going to be gone for an extended period of time. When you’re home, it’s best to maintain a regular temperature rather than fluctuating warm and cooler.
  • Wrap exposed pipes with pipe insulation or heat tape, such as those in a basement, garage walls, or under sinks.
  • When temperatures are expected to significantly plummet, expose pipes to more heat where you can by opening cabinet doors at night, or allow cold water to drop at the lowest frequency possible to keep a flow of water going overnight.

This is a simplified list of activities that can make a significant impact on your quality of life.  We understand the imposition that flooded buildings create by forcing the mobilization of your life while the mess is cleaned up and repairs are made and we want to help you prevent that as much as we can.  If you have any questions be sure to call us at 855-WOLGAST.


Being What Agents and Adjusters Seek in a Restoration Company

Posted by Cory Sursely on Mon, Jan 08, 2018 @ 09:06 AM

RestorationEquipment2.gifI have searched online to see what industry professionals recommend for restoration companies (RCs) to gain more referrals from insurance agents and adjusters and have learned some interesting and quite varied tips.  All seemed to agree, though, that customer retention and relationships were the most important contributing factors to choosing an RC.  We have to agree that retention and relationships are most important, too!  We would add that trust, great workmanship, and promises met are the means to achieve both these qualities. 

We want to have good relationships with agents and adjusters throughout Michigan and feel that we can develop connections and gain trust through our proven track record.  Currently, we participate with six Third Party Administrator (TPA) programs.  We’ve consistently met strict guidelines to stay active within their programs, which are in place to keep their insured happy and a customer of their respective insurance carrier.  In essence that is our role as RC, do a thorough and satisfactory job for the insured for a reasonable price, so all parties are happy.

Specifically, the TPAs grade us on our customer service, response times, documentation, workmanship, and process times.  Things that would be important to all agents, adjusters and insureds.  We would maintain high-level performance in each of these areas for you with retention as the goal.

Wolgast Corporation has been rebuilding and restoring buildings that have been damaged by mayhem for 70 years!  Our Restoration Division may be newer, but we have seasoned restoration professionals, credentials, experience, equipment, and two locations (Saginaw & Kalamazoo) to perform large and small emergency clean up, mitigation, and reconstruction services.

We want to develop a relationship with you beyond a preferred vendors list, so that you’ll know and be comfortable with our full range of services and background.  We strive and are amenable to be what all agents and adjusters look for in a restoration company.  Call to set up an interview/meeting.  We will perform to make you look good and keep your insured a client of your company.

www.wolgastrestoration.com | 855-WOLGAST (24 Hour Emergency Hotline)


Topics: Wolgast Restoration, Restoration Contractor

Benefits Adjusters Gain Working with a Professional Independent Restoration Firm

Posted by Cory Sursely on Wed, Oct 11, 2017 @ 10:40 AM

Equipment.jpgThe insurance restoration industry is filled with franchised, nationwide companies.  They have come with an established name and a network of connections.  However, based on our experience as a general contractor reconstructing structures after they were damaged, we saw there were areas for time savings to get our clients in their buildings or homes faster.  Being independent gives us more flexibility to tailor our service to each unique situation.  Furthermore, being systemized, employee-owned, and having an experienced construction crew on our team, we provide many benefits to quickly mitigate, clean, and restore your property following a disaster, getting our mutual clients in their building faster and the restoration project closed earlier.

As we started planning for our restoration division, we had to face the barriers associated with being a start-up and an independent contractor.  However, we had many things already going for us to enter into the industry and enough exposure through our previous reconstruction projects to know how we’d like to change things in our market to set us apart from our competitors.  First off, we were already a systemized company and could apply the same planning to create a seamless flow from our restoration services to our construction services and streamline the process, making it quicker for residential or business owners to get back into their home or building. 

Also, we are an employee-owned company which leads to many advantages for attracting quality staff and also to provide an elevated level of customer service.  Our employee ownership program makes each staff member vested in the success of the project, so they will make you look good in the eyes of our mutual customer.  We have 130 staff members, giving us the ability to do much of our work in house, and to accommodate large loss projects easily.  Additionally, being paired with a construction company gives us ready access to back hoes and two-ton dump trucks which can make work move along quicker.

Additionally, we had the flexibility to add services that aren’t common among many restoration companies.  Those include content cleaning, storage, and re-construction.  We have two storage warehouses to take on multiple content storage projects, if needed, and our construction division has almost 70 years of experience in commercial and residential buildings, with the ability to design and rebuild damaged structures.  Over the past 69 years, Wolgast has done its fair share of reconstruction after a fire, vehicle impact, or flooding.  We could see that there were delays that prevented us from starting our work as we waited for paperwork to be filed and the project to be handed to us to start construction, based on an additional company being introduced to the mix.  Now, by being on the same team, communication with the insurance company can take place earlier, plans can be drawn, materials can be ordered, contractors reserved, and the process can run more smoothly to get our customers in their building quicker.

We are interested in being added to your approved vendors list.  Please contact us for information, 888-WOLGAST.  This is also our 24-Hour hotline for emergency calls, should your client need our services in an emergency.


Topics: Restoration Contractor, customer service, employee-owned, Contents Restoration

How to Solve Your Biggest Problems with Property Content Recovery

Posted by Cory Sursely on Mon, Jul 24, 2017 @ 02:58 PM

Outsourcing Your Content Recovery and Processing

ContentCleaningArea.jpgIn many property restoration situations, content restoring is one of the critical parts of the process.  However, not every restoration company or general contractor offers it as a service.  Most include mitigation, board-ups, and cleaning, or alternatively just reconstruction, which are also critical parts.  For those companies that don’t offer the content processing service, they can outsource it to companies like Wolgast Restoration to remove the items, clean and deodorize them, and store them via an inventory system in a large, climate controlled, secure and dry location.

Baseball-Fire.jpgOftentimes, the bulk of the heartache of a disaster isn’t the loss of the structure, but more so the loss of keepsakes and other valuable items.  Using a content processing crew that is trained by IICRC can help to clean and deodorize a wide range of items that may otherwise be mistaken as ruined.  We surprise our clients quite often with the rare items that we can restore to pre-disaster condition.   For instance, one of our customers had an antler mount on a cream colored base that was stained with smoke and soot and thought to be a total loss, but through our IICRC training and equipment, we were able to restore the base and the antlers to their pre-disaster condition, much to the client’s surpriseAdditionally, we were able to salvage a large part of a different customer’s massive baseball collection after a fire in his home.  He not only had over 200,000 baseball cards, but also newspaper clippings, books and other valuable memorabilia.  Needless-to-say, the customer was concerned about the inventory and keeping track of the items that were most valuable, regardless of salvaging or not.  We were able to assess everything, salvage a large portion and satisfactorily establish his comfort with our system to keep his collection intact for his review. 

Content-Storage-Area.jpgIn addition to sanitizing, we keep inventory of all items in our care.  We use a barcode tracking system to inventory and process contents, so at any time during our care, we know what items have been cleaned, what items still need to be cleaned, and where an item is in our warehouse (which vault).  Additionally, we have adequate storage/vaults to take on a loss of any size and we carefully pack-up all items for storage then keep them secure until it’s time to return to their owner.

Adjusters, restoration companies, general contractors or building owners can contact us at 855-WOLGAST, for our content processing services.  We can also be contacted at that same number 24-hours a day to provide restoration services, mitigation through reconstruction, if necessary.

Topics: Restoration Contractor, Contents Restoration

Why Full Service Capabilities Are Beneficial to Insurance Adjusters

Posted by Cory Sursely on Mon, Jul 10, 2017 @ 10:36 AM

RestorationKitchen.jpgMost often, home or business owners look to their insurance adjusters for direction in the event of a fire, flood, storm or vehicle impact emergency.  They want to know who should they call immediately, and then who should they call to clean-up the mayhem, and finally who can reconstruct the damage back to pre-disaster status? And understandably, they want each stage handled quickly.

That could be three or more different restoration companies to vet, enter into a contract with, and coordinate schedules.  It makes sense that one phone call to an established company that can handle all aspects of the disaster would be more efficient and a smoother process to complete the restoration from start to finish and will improve customer satisfaction.  Wolgast Restoration has the full-service ability, credentials, equipment and expertise to accomplish a complete restoration from emergency to mitigation through reconstruction.  When engaging us at the start of a disaster, we’ll be well informed and can establish the trust of the insurance client to move through restoration with fewer setbacks.

Insurance customers would not have to be introduced to a new company at each step of the restoring process and Wolgast will help guide them while keeping the insurance adjuster informed.  Our Restoration Division is fully trained and has the credentials for Water Restoration, Applied Structural Drying, Content Storage, Advanced Microbial Remediation, Fire & Smoke Restoration, Commercial Drying, Carpet Cleaning, and Odor Control.  Furthermore, Restoration’s parent company, Wolgast Corporation, is a general contractor who has served commercial and residential building owners throughout Michigan for the past 69 years.  The construction aspect of the restoration will be handled by the experts to provide the best quality product.

If one-stop shopping could make restoration more efficient for your clients and in turn for you, please contact us for more information or to add us to your approved restoration company list.

24 HOUR HOTLINE: (855) 965-4278

Topics: Restoration Contractor

Protecting Your Home from the Hazards of Fall and Winter Weather

Posted by Rich Droste on Wed, Sep 28, 2016 @ 12:55 PM

Ice_Dam.jpgWith the arrival of fall, and winter just around the corner, now is a good time to take measures to protect your home from the ravages of the bad weather to come. Wind, hail, heavy rain, snow, and ice are the most common causes of property damage to homes and businesses.

High-speed winds and hail can damage shingles and siding. Heavy rain can infiltrate structures from virtually any area that is not adequately weatherized. The weight of excessive snow can collapse roofs. Ice can build up in gutters and cause ice dams, resulting in leaks beneath the shingles.

Here are some tips for winterizing your home or business.

Start with the roof.

Most property claims come from roof damage. As you prepare for the fall season, follow this checklist to minimize the risk of damage to your roof:

  • Inspect roof for damage and missing shingles, and make any necessary repairs.
  • Clean leaves and debris from gutters and downspouts to allow for proper drainage and to prevent ice and snow from building up.
  • Trim tree branches away from your structure and remove dead branches that may fall due to heavy wind, ice, or snow.
  • Add more attic insulation to prevent ice dams. Ice dams are caused by excessive heat escaping from a poorly insulated attic, melting ice and snow on the roof and refreezing. This can cause water to build up and leak through the roof.
  • Check to make sure flashing is in good condition to help prevent water penetration.
  • Check for missing gravel on flat roofs, and repair any surface bubbles.
  • If you plan to replace your roof, and you live in a hail-prone area, consider using impact-resistant roofing material.

Inspect the basement.

After the roof is secure, make sure your basement is in good condition.

  • Have your furnace cleaned and inspected annually by a qualified technician.
  • Keep flammable materials away from water heaters and wiring in the basement.
  • Insulate water pipes along outside walls and in areas exposed to cold temperatures.
  • Caulk or insulate around any pipes or conduit running through the basement walls to the outside.
  • Turn up the thermostat during extra cold periods to prevent pipes from freezing.

Keep the weather outside.

Leaky doors and windows can allow rain, snow and cold air to get into your home or building. Over time, this can cause bigger problems, like wood rot, deterioration, and mold.

  • Check for gaps around doors and windows, and caulk or repair as needed.
  • Repair any loose or missing caulking around doors and windows.
  • Check caulking around showers, bathtubs, sinks, toilets, and make repairs as needed.
  • Check for air infiltration around electrical outlets on exterior walls. Insulate as needed.

Other problem areas to check and maintain.

Inspect wiring, appliances and any other areas that could cause problems:

  • ­Have your chimney cleaned and maintained each year.
  • Clean and/or replace the furnace filter.
  • Clean the clothes dryer exhaust duct and space around and under the dryer. Remove all lint, dust, and any debris.
  • ­Check your electrical outlets for potential fire hazards such as frayed wires or loose-fitting plugs.
  • Be sure not to overload electrical outlets, fuse boxes, extension cords or any other power sources.
  • Keep a multi-purpose fire extinguisher accessible, filled and ready for operation.
­Inspect your smoke detectors. Make sure there is one on each floor of your home. Test them monthly, and change the battery annually or as needed.

Faster, more Efficient Contents Restoration through State-of-the-art Technology

Posted by Rich Droste on Thu, Jul 28, 2016 @ 11:00 AM

Contents restoration is a very complex and painstaking process.

Not long ago, contents restoration management was a much more complex and painstaking process. Restoration contractors had no efficient method to inventory property on-site. Damage documentation and property tagging had to be hand-written for each and every item. This error-prone process slowed down the contents processing time, delayed the property restoration, minimized the number of claims that could be processed by the restoration contractor, and negatively impacted customer satisfaction.

Due to the high number of property contents that have to be recovered and moved through the many levels of a restoration operation, handling the logistics of it all was a daunting task. Even the smallest of errors could have a profound impact on the restoration project. We took a thorough evaluation of the demands of contents restoration and the importance of the details within the steps required to produce happy adjusters and satisfied customers. And unlike most of our competitors, we determined that the status quo just wasn’t good enough to meet the high customer service standards of our company, and decided to invest in technology to make the contents restoration process faster and more efficient.

That’s why today, Wolgast Restoration uses iCat contents management technology to identify, catalog, and track contents throughout the entire restoration process.

iCat technology for faster, more efficient contents restoration.

Faster Pack-outs:iCat_Technology.jpg

iCat is a highly sophisticated bar coding, cataloging, and tracking system that reduces our content processing time by as much as 50%. By utilizing Cloud and Mobile Technologies, the iCat system allows us to handle high volume pack-out jobs faster than ever before, with greater accuracy.

We can move, track, clean, estimate, report, and conduct any operational tasks instantly via a web browser or mobile device. This gives us complete inventory and management control, and total transparency of the status of the project.

Each item is tagged with a bar code and scanned into the system. The integrated voice-to-text technology provides faster item description and damage notations. Digital photos are taken of each bar coded item, then immediately uploaded into the electronic file for that item.

The system allows us to match each item with the room it was originally located in to ensure it is returned to the same room after the restoration has been completed. This saves time and eliminates frustration for the customer when unpacking the items.

After scanning and photographing the items, they are packed according to the following criteria:

  • Cleaning Process Required
  • Category (material, nature, and durability)
  • Soil Level
  • Room/Location

The items are safely packed into an appropriate size box. The box is then bar coded and given a description and room identification before it is loaded into the box truck to be transported to the contents processing location.

Peace of Mind:

Our Adjuster and insured customers can review and track the progress of a claim through the easy-to-use iCat interactive web portal that provides transparency, ensuring confidence and peace of mind. Enabling customers to view the progress of their claim not only answers any questions they might have, but also puts their mind at ease and makes life a lot easier for the adjuster. When the insured is able to see what’s happening to their valuable possessions, they will less likely need to bother the insurance adjuster with phone calls regarding the status of their property. This level of transparency and ease of access to their contents is a bonus for insureds. If a customer needs access to specific item during the restoration process, we are able to quickly look up the location of that item in the iCat system and provide the necessary access to the customer.

By using the iCat Contents Management System, Wolgast Restoration can ensure a connected and collaborative experience for all parties involved in the claims process. It raises confidence that each claim we process will go smoothly, and that we will deliver a quality, consistent product every time. That’s disaster response and recovery the Wolgast Way.

Topics: Contents Restoration

Understanding the Property Insurance Claims Process

Posted by Rich Droste on Fri, Apr 15, 2016 @ 10:54 AM

Insurance_Adjuster.jpgThe property insurance claims process can be confusing and challenging, but it doesn’t have to be. The best way to prepare yourself for filing a property insurance claim is to know and understand your homeowner’s insurance policy.

  • Read your insurance policy carefully. If you don’t have one, request a copy from your insurance company.
  • If you have any questions abut your policy, or don’t understand something, discuss it with your insurance agent.
  • Be organized. Keep track of important documents, contracts and contact information.

During the insurance claims process you will be working closely with an insurance claims adjuster. The adjuster is usually assigned by your insurance agent or company to handle your claim. The claims adjuster is professionally trained and certified to assess the property damage, evaluate and settle your claim. The claims adjuster may often take reasonable steps to assist you with analyzing the loss, but it is ultimately your responsibility to document the damage and to prove the value of your belongings to the insurance company.

Your insurance company may either send you a Proof of Loss form to fill out, or your adjuster will visit your home first. Either way, the more information you obtain about your damaged property and belongings, the faster your claim will be settled.

Tips for working with your insurance company

  • Understand exactly what is covered by your insurance policy by thoroughly reading through it and asking questions of your insurance agent or adjuster.
  • Make a detailed list of damaged and destroyed items. As you discover damaged items, write them down on the list and include their original purchase price and replacement cost. If you are able to find the original sales receipts, it will help speed up the claims process. If your property was destroyed, or you no longer have any records of your purchases or proof of your belongings, do your best to work from memory. If you can locate photographs that were previously taken inside your home before the disaster, it may help you remember items to be added to your damaged property list.
  • Photograph or videotape damaged items to prove their existence and level of damage.
  • Do not throw out damaged items until your insurance adjuster has inspected them and you both agree on their value.
  • Keep copies of all documents your insurance company provides you.
  • Record the names and phone numbers of everyone you speak to regarding your property loss, restoration and insurance claim.
  • If you don’t have insurance, you should still take inventory of all damaged items. You may be able to deduct the losses from your income taxes.

Remember, it is always your responsibility to prove the scope and value of your loss to the insurance company. Your insurance policy is only a contract between you and your insurance company, obligating both parties to perform specific actions. The insurance company is not responsible for repairing the structure or restoring/replacing your personal property. It is only the insurance company’s responsibility to inspect and review the information available to them and offer to pay the fair value of the claim, according to the language of the policy, to get your property back to it’s pre-loss condition.

To start your claims process after a disaster, you should only engage one restoration company to perform a damage estimate. There can be significant financial disadvantages to getting estimates from multiple contractors. You should interview as many restoration contractors as you deem necessary to find a reputable, experienced company that you are confident will perform the repairs to your satisfaction. Then, engage that company to help you throughout the damage estimating and recovery process.

Topics: homeowners insurance

Making Temporary Living Arrangements After a Disaster Strikes Your Home

Posted by Rich Droste on Tue, Mar 08, 2016 @ 12:06 PM

movng-into-a-new-home.jpgDepending on the size and scope of the damage, it may be necessary for you to make new living arrangements after a disaster strikes your home.

There are several reasons why you may not be able to occupy your home after a disaster, and during the restoration process. The most common reason is that it is unsafe to be in the home due to poor air quality from smoke or mold growth. Even after a fire has long been extinguished, the air is still contaminated with corrosive soot particles and chemicals released from burned materials, such as plastics, that can severely damage the lungs and irritate mucous membranes in the nose. Water and moisture left over from extinguishing the fire can rapidly cause mold growth. The mold spores can easily become airborne and spread from room to room. Breathing in mold spores can cause many different respiratory health issues, especially to children or people with asthma or allergies.

Certified restoration and mitigation professionals, wearing Personal Protection Equipment (PPE), and following stringent safety guidelines, are the only persons qualified to occupy and work within these contaminated spaces.

Below are some things you should take into consideration if you are forced to leave your home after a disaster.

Find New Living Arrangements:

  • Find new living arrangements close to work, school, and home. This will help minimize the disruption to your everyday routine and provide more convenient access to your home during the restoration project.
  • Choose your living accommodations based on what you will be comfortable with during the length of time it takes to complete the home repairs. When choosing a location, your insurance company should take your previous living requirements into consideration, so you and your family are as comfortable as possible.
  • Extended stay hotel suites or month-by-month apartment rentals are recommended, if your insurance policy covers the cost.
  • Living with friends or relatives is a good choice if your stay does not interrupt their lives for too long and puts a strain on your relationship.
  • Take with you as many everyday possessions as you can to make you and your family feel more at home, such as: children’s toys; books; games; electronic devices; cooking utensils; dinnerware; blankets; etc.

Secure Your Property and Belongings:

  • Remove all valuable possessions and personal belongings from your home. Do not leave any documents behind that contain financial, banking, or medical information.
  • Make sure all electrical appliances remaining in the home are unplugged and protected from damage during the restoration process.
  • Have your mail forwarded to your new living location, or have the Post Office hold it for you to pick up at your convenience.
  • Make sure your damaged home is properly locked, secured, or boarded up to prevent intrusion by people or natural elements. It is your legal responsibility to do this. Your restoration contractor will perform this service for you.
  • Contact your local police department to let them know your home will be vacant, and ask them to periodically check it to prevent theft or vandalism.

Manage Your Expenses and Documentation:

  • Open up a separate checking account just to handle the money dedicated to the restoration repairs. This will help you accurately track your expenses, and keeps them separate from your everyday household funds.
  • Save the receipts from any living expenses you incur during your stay away from home. Your insurance company may reimburse you for food, lodging, clothing, etc. In some cases, you may be able to claim expenses on your income taxes that were not covered by insurance.
  • Since you will be away from your property during the restoration or reconstruction process, be sure to exchange phone numbers with your restoration Project Manager. This will ensure a consistent line of communication during the project.
Keep all your insurance claim documentation and receipts in a pocket folder and store it in a safe location so it doesn’t get lost or damaged.

Topics: homeowners insurance