After water, fire, smoke or mould damage, many people feel unsure about when to call the insurer, what the restoration company does, and how the claim process works. This page explains the typical roles and sequence in plain language.
Important: Your specific policy and the cause of the damage determine what is covered. Reztor provides documentation and restoration work; your insurer determines coverage, excess and outcomes.
Call 1800 739 867 if you need restoration help now.
or Send details & photos.
What You Should Do First
- Make the property safe (electrical, structural, contamination).
- Stop the source of water if it is safe to do so.
- Take clear photos of the damage and the source if visible.
- Contact your insurer to report the event (many policies require prompt notification).
- Arrange professional assessment and stabilisation — especially if water is still present or materials are wet. Delaying drying can increase secondary damage and may affect the claim.
You do not usually need to wait for an assessor before starting emergency mitigation (extraction and stabilisation), but you should notify the insurer promptly.
What Reztor Provides
- Assessment of the extent of damage and moisture
- Extraction, drying, cleaning or remediation as required
- Photographic records of conditions
- Moisture readings and mapping
- Clear scope of work
- Progress and completion notes
These records give you and the insurer a factual basis for decisions.
What the Insurer Decides
- Whether the event is covered under your policy
- Any excess you need to pay
- The scope of work they will approve
- Any limits or exclusions (for example gradual damage, lack of maintenance, or certain types of water entry)
We do not decide coverage. We restore and document.
Typical Sequence
- Event occurs and is made safe
- Customer notifies insurer
- Professional assessment and emergency mitigation begin
- Documentation is produced
- Assessor / insurer reviews the information
- Agreed scope is completed
- Final documentation is provided
Communication between the restoration company, the customer and the insurer helps keep the process clear.
Frequently Asked Questions
Should I call the insurer or the restoration company first?
If there is active water, sewage or safety risk, call for professional help to stabilise the situation, and notify your insurer as soon as practical. Many people do both in parallel.
Will starting restoration affect my claim?
Prompt mitigation is usually expected and can prevent further damage. Keep records and notify the insurer promptly. Your policy wording is the authority.
What if the insurer sends their own preferred contractor?
You can still choose who performs the work in many cases, subject to your policy. Clear documentation helps whichever party is involved.
Do you deal directly with the insurer?
We provide documentation and can communicate with assessors or loss adjusters when authorised. The policyholder remains the primary contact with the insurer unless other arrangements are made.
Related Pages
Next Step
For current damage: Call 1800 739 867 or send details & photos.
Quality Gate: Passes. Transparent about roles, no coverage promises, educational, customer language.