Water
What does the category of loss determine?
Drying complexity, equipment needs, and expected evaporation load.
What is the purpose of containment?
Prevent cross-contamination and spore migration
What is the difference between mitigation and reconstruction?
Mitigation prevents further damage; reconstruction restores materials/finishes.
Where should all client conversations and major updates be documented?
Sales Force
A homeowner is angry before you even arrive. What is your first objective?
De-escalate and establish trust before discussing scope.
A Category 2 loss sits for 5 days in Texas summer heat. What is the likely category now?
Category 3
Why can post-remediation clearance be critical for insurance and liability protection?
Verifies remediation effectiveness and supports safe re-occupancy/documentation.
Why do insurance carriers expect immediate mitigation?
To prevent secondary damage and reduce claim severity.
What must happen BEFORE dispatch schedules a crew?
Signed work auth and direct to pay (if insurance)
What is usually the real issue behind a homeowner saying:
“Your price seems high.”
Lack of perceived value or understanding.
You remove baseboards but leave wet insulation in the wall cavity. What operational risk does this create?
Hidden moisture retention and microbial growth risk
TRUE-FALSE: All mold is bad mold
FALSE
Why is moisture documentation critical for insurance approval?
It justifies scope, equipment usage, and mitigation necessity.
Why are Post-MIT scans required as ONE continuous scan?
Allows estimators and reviewers to see the entire affected environment cohesively
You have:
upset homeowner, delayed adjuster, and wet materials still present
What is your priority order?
Safety/damage mitigation first, communication second, claim coordination third.
You arrive on a crawlspace loss with tile flooring affected. What can you do?
Core hole the grout and set a floor kit + dry from below
How much is a TDLR fine for improper remediation?
$10,000+
An adjuster questions why equipment remained onsite for 5 extra days. What documentation should support the PM’s decision?
Dry logs, environmental conditions, and updated photos.
A PM verbally quotes a self-pay price but never documents it. What operational problem does this create?
Pricing disputes, collection weakness, and margin loss.
A H/O keeps interrupting you during your walk-through. What do you do?
Stop overloading information, ask more questions, and regain control through guided conversation.
What do GPP and PPD stand for?
Grains per pound and Pints Per Day
A containment is set up properly, but a technician repeatedly exits the containment without HEPA vacuuming or using a decon procedure. What is the biggest risk created by this?
Cross-contamination of unaffected areas and failure of remediation containment protocols.
What is TDI, and when should they be used?
Texas Department of Insurance: When a provider denies coverage in bad faith.
A PM notices moisture readings plateauing for two days. What should happen next?
Reassess drying strategy/equipment/layout and investigate hidden moisture or airflow issues.
You arrive on-site and realize the H/O does not trust contractors due to a previous bad experience. What do you Do?
Slow down, build credibility through transparency and documentation, and avoid high-pressure communication.