PROCESS

T.O.P.

Tenant Occupied Properties
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The Restoration Process: When Your T.O.P. Sustains Damage
  • Call C.O.D.R. at 541-318-7853
  • We will gather some initial information about the damage you are experiencing. Is it an emergency? Is there an active event such as a broken water pipe or a fire in progress? We will help you determine the initial course of action based on the narrative of your situation.
  • T.O.P. Documentation
  • We will immediately begin gathering information for the T.O.P.. program protocol. Initially, this is a way to clearly define and streamline communication between all interested parties. We will continue to gather T.O.P.. information throughout the process as new information becomes available and decisions about the best path forward to manage your claim/project are made.
  • Dispatch
  • In the event of an emergency, we will dispatch a crew to investigate your situation immediately. If the damage is the result of a non-emergency, such as an ongoing problem, or a situation that does not pose an immediate threat to you or your tenants, we will dispatch the most appropriate personnel at the earliest time possible. It may be a member of our Mitigation, Estimating, or Contents departments.
  • Insurance Claim Option versus Self-Pay Option
  • In many cases, Owners &/or Property Managers will have the option of either Self-Paying or filing a property insurance claim. We consult with you and your Owners to discuss the pros and cons of each option based on your specific situation once the initial inspection has been completed. Self-Pays are a slightly different process compared to Insurance Claims, which is the process described below.
  • Work Authorization
  • In the event of an emergency, we can begin providing emergency services immediately with a signed Work Authorization from either an authorized agent, such as a Property Manager, or the property Owner. Tenants do not have the authority to sign for services. All calls received for service by a Tenant will immediately be referred to the management company or the Owner, whichever is appropriate based on your T.O.P. settings.
  • Mitigation Services
  • Once we have received authorization, our Mitigation staff will begin stabilizing the situation right away. In water damage situations, this may include extraction, removal of unsalvageable building materials, and placing drying equipment. Based on your T.O.P. settings, we will keep in daily contact with all of the appropriate people, including your insurance carrier if this is a claim. We will also activate and mobilize our Contents Department to begin assisting your tenants, if appropriate.
  • Estimating Services
  • When Mitigation has completed its work, an Estimator will be dispatched to both gather the scope of work that was need to complete the mitigation work, and to capture everything that will be needed to restore the home or business to pre-loss condition. The Estimator will submit their report to your insurance carrier on your behalf to make the process of getting put back together with no financial surprises an easy one.
  • Repairs Services
  • Once the Estimator has the scope of work to put you back together, your project is handed off to a Project Manager in our repairs Department, a remodel construction specialist who will be your main point of contact for things like scheduling and material selections or upgrades you may have been considering. Our team of craftsmen and women and our trusted team of subcontractors will then execute the approved scope of work and get your tenants back in business!
  • Certificate of Completion / Satisfaction Survey
  • When all of the I’s are dotted and the T’s are crossed, we conclude the restoration process with a Certificate of Completion, which may be required by your insurance carrier, and we also send a Customer Satisfaction Survey so we can verify that we lived up to your expectations throughout the process.
  • What is the Self-Pay Option Versus an Insurance Claim?
  • Many of our Owners or Agents elect to restore their home or business without the help of their insurance carrier, even when the damage would have been covered. Sometimes there is no coverage for the claim and Self-Pay is the only option. The reasons for choosing the Self Pay route can include: multiple rental properties with unusually high deductibles, recent claims against the policy, and most commonly, when the damage is not covered by their policy. In the event that a Self-Pay is the route to follow, we always dispatch an Estimator to gather the scope of work, and submit a written estimate to be reviewed and approved before any work is done. A Self-Pay takes longer to start rendering services, but it also eliminates any financial surprises at the end of the job when there is no insurance coverage to help pay the bill, even when by choice. Our job up front is to explain the pros and cons of each option and do as much as possible to eliminate any financial surprises along the way.

Contact Us:

541-318-7853 | 24 Hour Emergency Service

Central Oregon Disaster Restoration

Serves: Bend, Redmond, Sisters, Black Butte Ranch, Terrebonne, Sunriver, Tumalo, Prineville, Powell Butte, Madras, Culver, Warm Springs, LaPine – and everywhere in between.