Frequently Asked Questions


Questions 1-5 - Inspection Visits

Questions 6-14 - Monitor Visits / Escape of Water or Flood Claims

Questions 15-21 - Storage and Contents

Questions 22-28 - Reinstatement and Asbestos

Questions 29-30 - Laundry

Questions 31-34 - Fire Claims

Questions 35-36 - Private Work

  1. From your initial contact with me, how long will it before I can expect a technician at my house?

We will always aim to be on site within 24 hours of receiving your claim from your insurance company or loss adjuster. However, in time of surge we will be very busy but we will always ensure that we can attend all properties within a reasonable time scale. Please also let us know of any work commitments as we will always try and accommodate, even if this means very early or late appointments. In urgent situations such as a fire or flood, we will be on site within 2 hours or sometimes even less.

  1. How long will an inspection visit take?

Depending on the size of your claim, it may take 1 to 4 hours. We will always try to ensure that we have done anything that we can possibly do to mitigate any secondary damage. This includes and not limited to: install drying equipment, sanitising, uplifting affected floor coverings and appointing any necessary subcontractors i.e. electricians or heating engineers to test and make safe.

  1. What can I expect to happen during an inspection visit?

Our technicians will form a plan regarding everything that needs to be done either by us or contractors in order to get your property back to its pre incident condition. The technician will create an insurance report which will be sent to your insurance company or loss adjuster following their visit. If your claim is an escape of water, the technician will remove any affected floor coverings which cannot be salvaged by drying, install drying equipment, sanitise all areas, appoint an emergency electrician if necessary and will remove any items beyond repair for disposal. If your claim is a fire, the technician will mitigate any secondary damage, install drying equipment if any room has been saturated by the fire services, remove any affected laundry for cleaning and remove any items beyond repair for disposal. Anything that is removed from the property will be listed on an inventory sheet and this will be sent to your insurance company or loss adjuster so this can be settled with you.

  1. I have already uplifted some wet carpets and disposed of items before your inspection visit. Does this matter?

Our technician will include this on there report when they attend to let your insurance company or loss adjuster know that this is the case. It is always a good idea to make a list of any items which have been thrown away by you so this can be sent off for settlement. If you have already uplifted any floor coverings and not disposed of them, then the technician will dispose of this for you and leave you with a sample for the flooring replacement company to use in order to match it with your new flooring like for like. However, if we have already contacted you and booked an appointment for us to complete our inspection visit, it is best to leave all items and flooring down so the technician can validate this and then remove them from site.

  1. I know drying equipment is going to be installed but what happens about the electric that it used?

Prior to switching on any drying equipment, metre readings will be taken by the technician and then again when the equipment has been removed. We include these readings on your claims insurance report. Once all equipment has been removed, we will estimate the electricity refund that you are entitled to based on the amount of hours that it has been installed for and how many pieces of equipment were in the property. This estimate is then sent over to your insurance company or loss adjuster to settle with you. If you are not happy with the amount that has been estimated, then you will need to come to an agreement with your insurance company or loss adjuster.

  1. After our inspection visit, when will a technician re attend our property again?

Depending on the circumstances of your claim, our technician will aim to re attend within 3-5 days depending on your commitments and availability. However, if we are waiting for strip outs to be completed by a contractor then this will cause a delay in your claim as these are appointed by your insurance company or loss adjuster. There may also be a delay if we are waiting for asbestos results or if asbestos needs to be removed from the property.

  1. What can I expect to happen during a monitor visit?

A monitor visit includes the technician taking moisture readings from all of the affected areas in your property to see if they are now below the acceptable moisture threshold. If any room is dry, then the drying equipment is then removed from that room. All moisture readings are recorded on the technician’s iPad and are uploaded onto the insurance report. If not all areas are dry, the technician will book another appointment for them to re attend.

  1. What happens when my property is dry?

When all of the affected areas in your property have been returned to an acceptable moisture threshold, then all drying equipment will be removed. We will then issue a certificate of dryness (also known as a handover certificate) to your insurance company or loss adjuster, so they are aware that the next stage of your claim can begin.

  1. The equipment is noisy - can I turn it off?

Although we know that most customers will turn it off while they are asleep. They are also safe to keep in the property whilst you are out for the day. The longer the equipment is in, the quick your property will be dry!

  1. I think I have a problem with one of my dehumidifiers - what do I do?

If the dehumidifier is leaking, then call us on 01623 443109 and we will advise you on what to do and turn the dehumidifier off either at the plug or using the switch button.

  1. Following the incident, my property is no longer habitable in its current state - what do I do?

You need to call your loss adjuster or insurance company as it is them who arrange all alternative accommodation following a fire or flood.

  1. What is a certificate of dryness?

A certificate of dryness is what we issue to your insurance company when all areas of your property have been returned to their pre incident condition. If the drying equipment is removed before your property is dry we will not issue a certificate of dryness or we may exclude certain areas of your property from the certificate. This means that any work completed in these areas after may not be covered if you have an issue later down the line. For example, if you ask for drying equipment to be removed from a room before it is thoroughly dried and then proceed to lay new laminate flooring in this room which then bows, your insurance company may not cover you for this damaged floor.

  1. My property looks dry, shall I turn the equipment off?

Please do not switch the equipment off when you think your property is dry. Properties can be very deceiving and may look dry but we need to make sure that all the material including the material below the surface is thoroughly dry so that we can issue you with a certificate of dryness. We will estimate during our inspection how long we think it will be until your property is dry, our monitor visits are based on this calculation and therefore please do not switch the equipment off, even when you think something is dry.

  1. Can I turn the drying equipment off at night?

Yes...BUT please bear in mind that it will take a lot long for your property to dry. If you can, try and leave it on as long as possible

  1. What happens about replacing my contents which you have removed for disposal?

The inventory sheets are sent to your insurance company or loss adjuster for settlement. They will agree with you a replacement value figure. The technicians will also take photos of any items that we remove from site, especially model numbers etc. on electrical items. All of these photos will be stored on our system as sometimes your loss adjuster or insurance company will ask for them in order to validate your replacement quotes.

  1. What does BER mean?

BER stands for Beyond Economical Restoration. This means that if an item has been damaged as a result of the incident and it would cost more to restore the item than replace it, the item will be deemed as BER and you will be entitled to have the item replaced. Arranged replacement will need to be discussed with your insurance company or loss adjustor.

  1. An item of mine is BER but it is very sentimental to me and I want it restoring, what should I do?

Your Rainbow technician will ask you if any of the items which have been damaged as a result of the incident are sentimental, please tell the technician right away so we can arrange restoration of these items straight away. For example, if you let us know that a precious photo album has been damaged we can get this sent away to be restored as a matter of urgency to prevent any further secondary damage.

  1. Where do my contents go when they are removed for storage?

Your contents are taken to our storage facility in Sutton in Ashfield. We will liaise with your insurance company for you to inform them of how long we expect to have your contents in storage, this all depends on the amount of work which needs to be completed either by us or a contractor, before the items can be returned.

  1. What type of storage unit do my content go to?

Our business operates from a large permanent storage unit and office building. We have staff members on site everyday and 24hour CCTV to ensure your contents are well looked after whilst in the hands of Rainbow International.

  1. Can I keep a copy of the list the technicians made of my contents that have gone to storage?

Of course! This list is also copied and sent to your insurance company or loss adjustor for their reference.

  1. What if I want to have some of items returned, but not all of them?

No problem! Just call us on 01623 443109 let us know which items you need and we will get them delivered back to you as soon as possible.

  1. My insurance company have asked if I would like to accept a cash settlement - what does this mean?

Your insurance company can explain this to you, but in short, instead of the insurance company arranging the reinstatement work required as a result of the incident you receive an amount of money which will cover the damage as a direct result of the incident. It is then up to you how and when you complete the work. There are pros and cons to cash settlement we would advise you discuss these with your insurance company before making any decisions.

  1. Rainbow dried my property and now my insurance company have cash settled me for the rest of the work - can Rainbow help me?

Definitely. As well as drying and cleaning we also work with top quality, reliable and efficient subcontractors. We can arrange this for you at any stage of your insurance claim, or even after. Give us a call to discuss getting a quotation from one of subcontractors.

  1. I've had a water leak and I have accepted a cash settlement from my insurance company - can Rainbow still help me?

Of course. By accepting a cash settlement this means that you are now in control and can decide in your own time who completes the reinstatement work and when it’s completed. We can visit your property at a time that is convenient for you to discuss the required work and provide you with a quotation.

  1. Rainbow cleaned my carpet and sofa as part of my insurance claim. I'd like other carpets cleaning which were not affected or part of my claim - can this be arranged?

Yes, we can give you a separate quote for any other work you need completing.  However, please remember that this work will have to paid by you.

  1. I think I have asbestos in my home - what should I do?

Don’t panic, we can take a small sample from this area you believe may be asbestos and get it tested for you. If we can get the sample in the post that day we can get the results the next working day! Once we have the results we can discuss removal of the Asbestos which can be dealt with all by Rainbow International Derbyshire.

  1. I don't have any home insurance - can Rainbow help me?

Of course! Please call us on 01623 443109 and we can book an appointment for one of our technicians to attend. We will then send you a full report of our findings and quotation for the required works within 2 working days.

  1. A sample needs to be taken of a potential asbestos containing material as part of my insurance claim - can you help?

Depending on our agreement with your insurance company, we will be able to take a sample from the area and have the results to you within 2 working days. If the results are positive, then this will need to be either removed or encapsulated (sealed) by either us or a contractor (this also depends on our contract).

  1. You have removed some laundry from my property for cleaning - where does this go?

Any laundry items which we remove will all be itemised prior to them being removed from your property. These items are then bought back to our unit in Sutton-in-Ashfield by the technician so the cleaning team are able to start processing each garment. If any dry cleaning is required, then these items will be sent to Johnsons Restoration who specialise in restoring fire and flood damaged laundry. If anything does not pass quality control, then these will be listed on an inventory sheet so your insurance company or loss adjuster can contact you regarding settlement for replacement.

  1. How long will it take for my laundry to be returned?

This depends of the volume of laundry and if any dry cleaning is required. If there are a lot of laundry items then we may need to await authorisation from your loss adjuster or insurance company before we are able to process any items. If all of our cleaning can be completed in house, then this will be completed within one working week depending on the volume. However, if you are not living at the property and you want only a few items or none of your laundry back for a while, then we are able to keep these in storage for you.

  1. I've had a fire in my property which has caused a lot of damage so I am unable to live there - what happens now?

You will need to call your insurance company or loss adjuster as they will arrange alternative accommodation if required.

  1. I am unable to be at the property all of the time whilst you are completing all the cleaning on site - what do I do?

Don't worry we will work with you regarding booking appointments around your commitments. However, some of our customers have allowed us to keep a spare key whilst we are working on site or have had a key safe fitted. If a friend or relative is able to meet us during our visits, then this will also be helpful to us.

  1. What happens once all of the cleaning has been complete in my home?

We will let your insurance company or loss adjuster know that all areas are ready for the repairs and reinstatement works to begin, whether this be building or redecorating works.

  1. What specialist restoration can you do?

We are able to restore wooden furniture using our French polisher. We can also restore artwork, photographs and documents.

  1. You have completed a duct clean / kitchen extraction clean at my premises - when will I get my TR19 and BS EN 15780 standard certificate?

You will receive the certification after we have had receipt of payment for our invoice.

  1. I need work to be completed out of normal working hours - can you help?

Yes, no problem! Just give us a call to discuss on 01623 443109 and we will always aim to accommodate the need of our client. See this blog post