Frequently Asked Questions

Yes. Calls are answered 24 hours a day, 7 days a week, including nights, weekends and holidays.

Standing water, water near electrical outlets or the panel, a sagging or dripping ceiling, sewage or toilet water, water spreading into a finished basement, or water that has been sitting for more than a day. If you’re not sure, call and describe what you’re seeing.

Shut off the water if you can, turn off power to wet rooms if it’s safe, move valuables, photograph the damage and stay out from under sagging ceilings. See the full guide: what to do while you wait.

It depends on the time of day, weather, demand and your location within Wilmington’s ZIP codes. You’ll get an estimated arrival time when you call.

If water is still flowing and you can’t shut it off, a plumber stops the leak. For water that’s already in the house, call a restoration company right away. The two usually work in parallel, and extraction shouldn’t wait for the plumbing repair.

Most policies cover sudden and accidental water damage such as burst pipes, failed supply lines and appliance leaks. Flood, surface water and sewer backup are often excluded unless you have separate flood coverage or a water backup endorsement. Your insurer makes the final coverage decision.

Stop the damage first. Emergency extraction and drying shouldn’t wait, and policies generally expect you to prevent further damage. Report the claim to your insurer as soon as you can, ideally the same day.

Restoration crews typically provide photos, moisture readings, daily drying logs and a scope of work. Ask for copies for your records and to share with your adjuster.

In general, yes. Your insurer may suggest companies from a preferred network, but the choice of who works on your home is usually yours.

It depends on the cause and your HOA or lease documents. Often each owner’s policy covers their own unit’s interior, while the HOA master policy covers common elements and structure. Document the source and report it to your insurer and HOA right away.

Usually only when the mold results from a sudden, covered water loss, and often with a dollar limit. Mold from long-term leaks, humidity or maintenance problems is typically excluded.

Most residential water losses take about three to five days of drying. Hardwood, plaster, concrete and large basement losses can take longer. Drying is finished when moisture readings match unaffected areas.

Not always. With clean water and fast extraction, carpet can often be dried in place (pad is usually replaced), and drywall can sometimes be dried in place or cut only above the wet line. Contaminated water means more porous materials must be removed.

Usually, yes. Drying equipment is noisy and some areas may be closed off, but most families stay home. Sewage backups and large losses may make a short stay elsewhere the better option.

Many restoration providers handle the full job, from extraction and drying through drywall, flooring, paint and trim, so you don’t have to coordinate separate contractors. Ask about rebuild services when you call.

New damage is usually wet or soft with a defined edge. Older damage shows rings from repeated wetting, dark staining, rot or mold, and dry, crumbly drywall. A moisture meter shows whether the area is still wet now.

For a small spill of clean water, yes. If water reached carpet pad, walls, subfloor or a finished basement, household fans won’t dry the hidden moisture, and you won’t know when it’s actually dry without moisture readings.

Mold can begin growing on damp organic materials within roughly 24 to 48 hours. Fast, measured drying is the best prevention.

Yes. Sewage is Category 3 water and can carry bacteria and viruses. Avoid contact, keep children and pets away, and let trained crews with protective equipment handle cleanup.

Humid summer air condenses on cool basement walls and pipes, and older stone or block foundations let groundwater seep in after storms. Add a leak that isn’t dried quickly and mold has everything it needs. A dehumidifier and fast, measured drying are the best prevention.

19801, 19802, 19803, 19804, 19805, 19806, 19807, 19808, 19809, 19810, 19850, 19880, 19884, 19885, 19886, 19890, 19893, 19894, 19895, 19896, 19898, 19899. These cover Wilmington-addressed homes and businesses across northern New Castle County, including PO box and business ZIP codes.

Yes. If your mailing address uses one of the Wilmington ZIP codes listed above, you’re in the service area.

Yes. Offices, retail, restaurants, multifamily buildings, condo associations and other commercial properties across the service area are covered. See commercial water damage restoration.

Yes. All of them use Wilmington ZIP codes and are in the service area: Brandywine Hundred (19803, 19810), Greenville and Centreville (19807), Pike Creek and Marshallton (19808) and Newport and Stanton (19804).

Yes. 19850, 19880, 19884, 19885, 19886, 19890, 19893, 19894, 19895, 19896, 19898, 19899 are PO box and business ZIP codes. Call with the street address of the property that needs service and a crew will be scheduled there.