How to Choose a Water Damage Restoration Company: 10 Questions to Ask

To choose a water damage restoration company, ask about training and insurance, whether they take daily moisture readings and share drying logs, and whether you'll get a written scope before work starts. In Pennsylvania, also check that the company is registered as a home improvement contractor. Walk away from anyone who pressures you to sign on the spot.

By West Chester Flood Cleanup Editorial Team · Published 2026-11-05

When water is on the floor, it's tempting to hire the first company that answers the phone. You can still choose well in a few minutes if you know what to ask. This guide covers what matters and ends with a checklist you can use on the call.

Certification and insurance

Industry training. The Institute of Inspection, Cleaning and Restoration Certification (IICRC) publishes the S500 standard for water damage restoration and certifies technicians in areas such as Water Damage Restoration (WRT) and Applied Structural Drying (ASD). Certification shows a technician has been trained on the standard; it doesn't guarantee quality on its own.

Ask:

• Which technicians are certified, and in what?
• Will a certified technician be on my job?
• Do you follow the IICRC S500 standard?

You can verify a certification through the IICRC's public lookup.

Insurance. A restoration company works inside your home, moves heavy equipment and opens walls. They should carry:

• General liability insurance, in case they damage your property
• Workers' compensation, in case someone is hurt on your property

Ask for a certificate of insurance and check the dates. A reputable company sends one without hesitation.

Moisture readings and drying logs

Drying is measurable. A good company proves the house is dry with numbers, not a hand on the wall.

Ask:

• Do you use moisture meters and thermal imaging to map the wet area?
• Will you take readings every visit and record them?
• Will I get a copy of the drying log and photos?
• How will you decide when drying is finished?

Why it matters: drying logs support your insurance claim, justify the equipment and days billed, and show the structure was dry before walls were closed. See our guide to documenting a water damage claim for what a complete record looks like.

Written scope before work

Before anyone starts tearing out materials, you should have something in writing.

A good written scope or work authorization explains:

• What work will be done (extraction, removal, drying, cleaning)
• What materials will be removed and why
• How pricing works: line-item pricing, an estimate, or time and materials
• How the company will work with your insurer
• What happens to the rebuild: is it included or separate?

For emergency mitigation, the scope may be preliminary because hidden damage isn't known until drying starts. That's normal. What isn't normal is no paperwork at all.

Assignment of benefits (AOB). Some companies ask you to sign an AOB, which transfers your insurance claim rights (or part of them) to the contractor so they can bill your insurer directly. Read it carefully. Understand what rights you're giving up, whether you can cancel and what happens if the insurer pays less than the bill. You can choose not to sign one and instead pay the company and handle the claim yourself or authorize direct payment. If you're unsure, ask your insurer or an attorney.

Red flags

Be cautious if a company:

• Pressures you to sign immediately or says your insurance "requires" you to use them
• Shows up uninvited after a storm, going door to door
• Won't give a written scope or estimate
• Doesn't take moisture readings or can't explain how they'll know it's dry
• Demands large cash payment up front for emergency mitigation
• Won't provide proof of insurance
• Has no verifiable address or uses only a cell number and first name
• Tells you to sign a blank or incomplete contract
• Promises to "cover your deductible." Offering to waive or absorb your deductible can be a sign of inflated billing and can cause problems with your claim.

Your insurer may recommend a preferred vendor, but in most cases you can choose your own company. Check your policy and ask your adjuster.

PA home improvement contractor registration

Pennsylvania's Home Improvement Consumer Protection Act (HICPA) requires contractors who perform at least $5,000 a year in home improvement work to register with the Pennsylvania Attorney General's Bureau of Consumer Protection (PA Attorney General: Home Improvement Contractor Registration). Restoration companies that also do rebuild work (drywall, flooring, cabinets) generally fall into this category.

What homeowners should know:

• Registration is renewed every two years. The Attorney General's office lists a $100 fee for the two-year period. Check the current fee on the registration site.
• Registered contractors must carry liability insurance of at least $50,000 for personal injury and $50,000 for property damage, or an approved form of self-insurance.
• The PA contractor number (PA#) must appear on the contractor's advertisements, contracts, estimates and proposals.
• Registration is not an endorsement. It shows the contractor registered and has insurance on file. It doesn't mean the state has checked their skill or quality.

How to check: search the contractor's name or PA number on the Attorney General's public lookup at hic.attorneygeneral.gov. If a company doing rebuild work in your home can't give you a PA number, ask why.

Question checklist

Use these 10 questions on the phone or at the first visit.

1. Are your technicians IICRC-certified, and will a certified tech be on my job?
2. Do you follow the IICRC S500 standard?
3. Can you send a certificate of general liability and workers' compensation insurance?
4. Are you registered as a Pennsylvania home improvement contractor? What is your PA number?
5. How soon can you start, and who will be on site?
6. Will you map moisture with meters and thermal imaging, and share daily drying logs?
7. Will I get a written scope before you remove materials?
8. How do you price the job, and how do you work with my insurance company?
9. Do you ask for an assignment of benefits? Can I see it before I decide?
10. Do you handle rebuild, or will I need a separate contractor? How do you hand off?

Write down the answers. A company that answers clearly and puts things in writing is usually a better bet than one that's simply fastest to the door. Learn what's included in our work on the services page, and see how we serve the borough on our West Chester page.

FAQ

Do I have to use the company my insurance recommends?

Usually not. Most policies let you choose. Check your policy and confirm with your adjuster.

Is IICRC certification required by law in Pennsylvania?

No. It's a voluntary industry certification. HICPA registration is the state requirement for qualifying home improvement contractors.

Should I get multiple quotes for emergency water removal?

Speed matters in the first 24 to 48 hours, so it's often not practical. Ask the questions above, then get competing quotes for the rebuild if you want.

What if a contractor isn't registered?

Ask why. Contractors below the $5,000-a-year threshold may not need to register, but most companies doing restoration and rebuild work regularly will. You can also contact the Attorney General's Bureau of Consumer Protection.

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