Mitigation emergency
Water running, a sewer backup, active damage. She takes the name and number first, records the declared source and how long it has been going, the apparent safety, and follows your urgency rule to the confirmed manager.
Disaster restoration
From the first call, you have the damage location, what has been reported and the person to contact. Your receptionist distinguishes the insurance claim from authorized work, keeping the urgent request and financial decisions clearly documented for your team.
$39 CAD / month · 50 Standard calls · 1 local number
For the requests you receive
An insurance file already open
The insured has opened a claim, or the adjuster has assigned someone. She records the insurer, the adjuster, the file reference and what has been authorised — without concluding that the work is.
Reconstruction after mitigation
The drying is finished, the next phase is waiting on a decision. She clearly separates the technical status from the authorisation status, so a job does not start on an assumption.
Other requests you can delegate
A commercial loss
A business or a building that has to reopen. She captures the site, the occupants, the authorised payers and the continuity constraint, and opens a file separate from residential work.
The reported damage and authorizations kept separate
The coordinator gets the alert with the address, an active-water note, the occupants' safety and the absence of a claim number. Mitigation goes out without anyone having implied that the work was covered.
Read the full conversation
Sunday, 2:40 a.m., during a thaw. The emergency coordinator is asleep. A man calls: water is running into his basement.
ReceptionistAprès-sinistre Morin, good evening. Let me take your name and a callback number first, in case we get cut off.
CallerPierre Gendron, 450 555-0198. I have water all over my basement, I think it is coming from the drain.
ReceptionistIs water still running right now, and is everyone safe in the house? Have you called your insurer yet?
CallerIt is still running. Everyone is fine. I left a message for my insurer, I have no claim number.
ReceptionistRecorded: active water, no file open, no coverage confirmed — I cannot tell you anything on that, your insurer decides. I am alerting the emergency coordinator right now for mitigation. Reconstruction will wait on a written authorisation.
What she does for you, in disaster restoration
Three parties, two clocks: the insured, the insurer, and you. She separates the mandate from the claim on the first call.
When it is a mitigation emergency
She takes the name and callback number before even the address, so nothing is lost if the line drops in the middle of the night.
Before even the address, so nothing is lost if the line drops in the middle of the night.
She records the declared source and how long it has been going, and the apparent safety of the premises.
The details that come from the documented trade situation of the restoration contractor.
She follows your urgency rule to the confirmed manager.
These calls come at night, on weekends, during thaws and heavy rain — the rule applies day and night.
When an insurance file is already open
She records the insurer, the adjuster and the file reference, without concluding that the work is authorised.
An open claim number is not a financial authorisation.
She presumes no coverage, and says plainly that the decision belongs to the insurer.
The main risk named by the research behind this trade.
When it is reconstruction after mitigation
She separates the technical status from the authorisation status.
A finished drying job is not presented as an authorised reconstruction.
She holds reconstruction pending until a written authorisation is received.
What follows depends on decisions that are not hers.
When it is a commercial loss
She captures the site, the occupants, the authorised payers and the continuity constraint.
A business that has to reopen does not carry the same urgencies as a home.
She recognises that a caller can be an intermediary — broker, adjuster, manager — not necessarily the owner.
A channel specific to this trade: the call does not necessarily originate from the end customer.
What else you can hand to her
Each of these options is added separately, when it is useful to you.
- Add-on
She assigns a mitigation crew at night, an estimator the next day, and tracks drying over several days.
Each phase goes to whoever can take it, with its proof. Dispatch and field work
- Add-on
She prepares a justified scope, in tracked versions, with a clear line between accepted, pending or lost.
Instead of a pricing exercise redone three times. Assisted estimates
- Add-on
She keeps each site and each entity separate — its own contacts and its own billing.
A commercial loss sometimes touches several entities at once. Multi-site and entities
When your customers write, and if you already use software
- Channel
She gathers emails from the occupant, the owner and the adjuster under the correct loss reference.
Optional email channel: every email stays attached to the right file.
- Software
She attaches Xactimate or XactAnalysis assignments to the file, when your company uses that product.
Assignments and estimating are documented. Interface access, format rights and Canadian scope still have to be verified with the vendor. Xactimate and XactAnalysis
- Software
She stays ready for a provider portal or operations software, once the exact product is named and an owner identified.
Reconciling the file, the site and the invoice still has to be established with that kind of generic tool. My software is not in the list
What she does not do, after a loss
- She presumes no insurance coverage and confirms nothing on an insurer’s behalf.
- She does not treat a claim number as an authorisation to spend.
- She gives no firm price: scope and supporting evidence are built after the assessment.
- She does not diagnose the source of water entry or the extent of damage over the phone.
- She commits to no reconstruction date: what follows depends on authorisations that are not hers.
- She does not negotiate with the insurer on the customer’s behalf — that is the adjuster’s role.
- She does not confuse an intermediary — broker, adjuster, manager — with the owner of the property.
What you can ask her yourself
She answers from the calls, requests and business information you are allowed to access. A question about an option only applies once you have switched it on.
The questionWhich loss-restoration calls concern mitigation, and which concern rebuilding?
She retrieves the stated assignment and claim contacts. She does not assume insurer approval.
Which mitigation emergencies did I get overnight or over the weekend?
She reads the alerts sent and the requests flagged urgent in your requests.
Which files sent this month have had no reply from the insurer?
Add-onWith Assisted estimates: the last follow-up and the current version of each file. Without the option, she does not track files.
Which distinct entities or sites do I have right now?
Add-onWith Multi-site and entities: each site keeps its own contacts and billing. Without the option, she does not tell entities apart.
What happens to the request
You write your escalation chain
What counts as a mitigation emergency at your company, who can be reached at night, what your receptionist may say about an insurance file, and what she does not say. All of it changes from the app.
She separates the mandate from the claim
Name and callback number first. Then the address and the type of loss declared, the mandate — mitigation or reconstruction — the insurer, the adjuster and the reference, the owner, the occupant and the authorised payers, then the photos, the inventory and the permissions already received.
An emergency that goes out, a file that gets built
The manager on call receives the alert with what it takes to respond. In parallel, the estimator receives a file where the authorisation status is written separately from the technical status.
What the Trades and maintenance base covers
A receptionist who answers for you, in both languages, and sends you a written request. No setup fee, and you keep your number.
- Calls answered in French and in English, following the caller
- Name and callback number taken first, so nothing is lost if the line drops
- The work asked for, the place and the wanted timing, written into your request
- An immediate alert when the situation matches your urgency rule
- A written summary after every call, readable in the app, and the option to ask her what happened
She does not treat a claim number as an authorisation to spend.
Decisions that stay with you
- She presumes no insurance coverage and confirms nothing on an insurer's behalf.
- She gives no firm price: scope and supporting evidence are built after the assessment.
- She does not diagnose the source of water entry or the extent of damage over the phone.
- She commits to no reconstruction date: what follows depends on authorisations that are not hers.
Ask your receptionist, too
This is included in your base plan. She answers using the calls, requests and business information you are allowed to access.
Talk to your receptionistA question you can ask
Which loss-restoration calls concern mitigation, and which concern rebuilding?
She retrieves the stated assignment and claim contacts. She does not assume insurer approval.
What else you can hand to her
Beyond the base plan. Each one is added on purpose, separately from the base. None is switched on unless you choose it.
When your customers prefer to write
You can add a channel so she can continue the conversation with your customers. Any action she takes follows the same rules and the options you have chosen.
Optional customer channel
Your email inbox
Keep emails from the occupant, owner and adjuster under the correct loss reference.
The transactional messages provided by your base plan and your own questions to the receptionist remain included.
Keeping your current software?
Check the actions supported, connection requirements and how to work when your software cannot perform the requested action.
Assignments and estimating are documented; interface access, format rights and Canadian scope still have to be verified with the vendor.
A generic category: the product has to be named and an owner identified. Reconciling file, site and invoice is still to be established.
Three parties, two clocks, and a call that comes at night
A loss puts three parties around one address: the insured, the insurer with its adjuster, and you. Each has its own clock. The insured wants the water to stop. The insurer has a reporting window, generally on the order of twenty-four to forty-eight hours depending on the policy. You have to separate what is authorised from what is not yet.
Your receptionist takes the call — and these calls come at night, on weekends, during thaws and heavy rain. She records the address, the type of loss declared, the apparent safety of the premises, and above all the mandate: are we talking emergency mitigation, or reconstruction. Those are not the same authorisations.
She presumes no coverage. An open claim number is not a financial authorisation, and the trade profile names exactly that confusion as the main risk. She logs the insurer, the adjuster and the file reference, and leaves the commitment to the people who can make it.
In the same section
The other lines of work in this section run on the same engine, with their own requests and their own rules.
Trades & maintenanceCleaning, pest control and restoration
Disaster restoration — your questions
Is a claim number enough to start?
No, and that is exactly the risk the research behind this page names: confusing a claim number with a financial authorisation. The authorisation status is a field separate from the technical status, and it stays empty until someone fills it.
Can she tell the customer it is covered?
No, in no form. No coverage is presumed: the insurer decides. She logs the insurer, the adjuster and the file reference, and says plainly that the decision is not hers.
My calls come at night.
That is the rule rather than the exception in this trade: water damage does not pick business hours. She answers, qualifies and applies your escalation chain to the confirmed manager, without anyone having to watch a cell phone.
Can she price the work?
No. Scope, supporting evidence and negotiation are built after the assessment, and they are approved by managers. She builds the file; the estimator does the estimating.
What about the reporting window to the insurer?
She factors it into the urgency of the file. Policies generally set a short reporting window, on the order of twenty-four to forty-eight hours; she records whether the insurer has been reached, and flags it in the request.
Your rules, before the first call
Start your free trial with your email. Your website can help prepare your business information, but it is optional. Confirm the facts, choose a first task and test your receptionist. You can try options too, starting with the ones you need.
Keep my phone numberDisaster restoration