Case Study: Category 3 Water Damage Restoration Insurance Assistance

Background

In October 2024, a new customer reached out to STOP Restoration of Charlotte North after experiencing significant water intrusion from a second-floor clothes washer malfunction. The washer was discharging category 3 water, presenting serious health and structural risks. Without immediate attention, the client could potentially see increased damage.

The Challenge

The situation grew worse when the homeowner’s insurance carrier failed to respond promptly. Despite our prompt inspection and clear recommendation to contact the insurer, the customer received only a partial settlement three months later. Making matters more complicated, they only approved coverage for the reconstruction phase, not the full scope of damage and mitigation.

Our Approach

Our team at STOP Restoration of Charlotte North understood what our client was facing. We quickly took the following steps to support them:

• Immediate Response: Dispatched our team right away to perform a full inspection and identify the category 3 water intrusion severity.
• Client Guidance: Recommended the customer contact their insurance provider and explained the importance of timely action.
• Strategic Advice: When the partial settlement arrived, we advised the customer not to cash the check until proper coverage was confirmed.
• Follow-Up Inspection: Returned to the property after three months to perform a new inspection and document updated findings.
• Insurance Advocacy: Engaged directly with the insurance company to present the updated case and push for full claim coverage.

Outcome

Thanks to our persistence and experience with inadequately settled insurance claims, the carrier has now moved to settle the claim accurately and fairly. Our client is on track to receive the full coverage needed to restore their home properly.

Here’s what our client had to say:

"I can't say enough about John Alexander and his team at STOP Restoration. They have assisted me every step of the way through this process. My laundry room flooded on our second floor, and they were quick to respond and get me an estimate for the water damage. Unfortunately, my insurance team dropped the ball, but John was able to assist me through this process. He was in contact with my insurance adjustor on a consistent basis, he made everything transparent for my husband and I to understand, and he even assisted with giving me recommendations for a reconstruction contractor. John and his team are amazing, and I would recommend them to anyone!"

– Cathy W.

Conclusion

This case is a powerful example of STOP Restoration of Charlotte North’s commitment to supporting our customers from start to finish. We don’t just provide expert mitigation and restoration services! We also stand shoulder to shoulder with our clients during difficult, frustrating moments, making sure they get the care and coverage they need to move forward with confidence.