Frequently asked questions
Straight answers on insurance claims, Xactimate estimating and what to expect when we come out to your property.
Insurance claims
How a fire, water or mold claim actually moves — and what your carrier expects from you along the way.
- Do I have to file a claim before you can start?
- No. For an active water loss or fire, emergency mitigation should begin immediately — most policies require you to prevent further damage. We document everything from minute one so the work is covered when the claim is opened.
- Do you work directly with my insurance company?
- Yes. We communicate with your adjuster on scope, pricing and supplements, and we send photos, moisture logs and estimates straight into the claim file. You stay copied on everything, but you don't have to run the paperwork.
- What will I actually pay out of pocket?
- On a covered loss, normally just your deductible. If your carrier denies part of the scope, we tell you before the work happens — never after.
- Can I choose my own contractor?
- In Virginia, yes. A carrier can recommend a preferred vendor, but the choice of contractor is yours. We are not on any insurer's program, which means our scope is written for your property, not for a vendor contract.
- What is a supplement, and why does my claim need one?
- A supplement is an addition to the original estimate for damage discovered after demolition — wet framing, hidden mold, code upgrades. We photograph and price it in Xactimate and submit it for approval before proceeding.
- How long does a claim take?
- Mitigation typically runs 3–5 days. Scope agreement with the adjuster usually lands within one to two weeks. Reconstruction depends on the size of the loss — we give you a written schedule once scope is approved.
Xactimate estimating
We are Xactimate certified, which is the estimating platform nearly every carrier in the country uses to review a claim.
- What is Xactimate?
- It is the industry-standard estimating software for property claims. It uses regional price lists updated monthly, so labor and material costs reflect current Hampton Roads pricing rather than a guess.
- Why does it matter that my contractor uses it?
- Your adjuster reviews estimates in Xactimate. When a contractor submits a handwritten or generic quote, the desk adjuster has to translate it — that is where delays, reductions and disputes come from. We submit in the format they already read.
- Will your estimate match my adjuster's?
- Often closely, since we work from the same price list. Where we differ it is usually on scope — items we found in the field that were missed on the first inspection. We support each line with photos and readings.
- Can I get a copy of the estimate?
- Always. You receive the full line-item Xactimate PDF, the same document sent to your carrier. No hidden allowances.
- Do you charge for an Xactimate estimate?
- No. Scoping and estimating on an insurance loss is part of our service. Non-insurance remodeling estimates are also free.
The site visit
What happens when we come out, how long it takes and what to have ready.
- How fast can someone come out?
- Emergency response averages 60 minutes across Chesapeake, Virginia Beach, Norfolk and the surrounding Hampton Roads area. Non-emergency site visits are typically scheduled within 24–48 hours.
- What happens during the visit?
- A project manager walks the loss with you, takes moisture readings and time-stamped photos, maps affected areas, identifies the source, and explains the mitigation and rebuild path. Expect 45–90 minutes for most residential losses.
- What should I have ready?
- Your claim number and adjuster's contact info if you have them, access to the affected areas and any crawlspace or attic, plus photos you took before cleanup started. Nothing else is required.
- Do I need to be there the whole time?
- For the walkthrough and the scope review at the end, yes — those are the parts where decisions get made. You do not need to shadow the readings.
- What do I get afterward?
- A written scope of work, the Xactimate estimate, the photo documentation set, and a schedule. Everything is also visible in your customer portal and claims portal.
- Is the visit a commitment?
- No. The visit and estimate are free with no obligation. If you move forward, we schedule crews and notify your adjuster.
Local FAQs
Questions specific to your city — response times, permits and common damage patterns.
Still have a question?
Call 365 Restoration and talk to a project manager, or send the details and we'll come look at it.
Still have a question?
Leave your number and the best time — we will call and answer it.