Short answer
Call a plumber to stop a plumbing leak and a water damage restoration company to remove the water and dry the house; call your insurer the same day. Choose a restoration company that answers around the clock, explains the drying plan, documents moisture readings and gives you a written estimate before non-emergency work.
Who to call, in order
- Emergency services if there's a gas smell, sparking, or a ceiling about to collapse.
- A plumber, if the source is a pipe, fixture or water heater that you can't shut off or that needs repair.
- A water damage restoration company to extract water and start drying. This shouldn't wait for the plumber's repair if water is already spreading.
- Your insurance company, to open a claim and ask what they need from you.
- Your landlord or condo association, if you rent or share walls with other units.
Questions to ask a restoration company
- How soon can someone be here, and will they start extraction on the first visit?
- Will you take and share daily moisture readings until everything is dry?
- Is your company licensed and insured where licensing is required, and are technicians trained in water damage restoration?
- Will you work with my insurance company and provide photos and an itemized estimate?
- Do you handle the rebuild, or only the drying?
Red flags
Be careful with anyone who asks you to sign over your insurance benefits before you've read the contract, demands large cash deposits for emergency drying, won't explain which materials must be removed and why, or leaves equipment running without taking readings. You can usually choose your own contractor even if your insurer suggests one; check your policy and state rules.
Questions
Should I call a plumber or a restoration company first?
If water is still running and you can't shut it off, call a plumber. If the source is stopped but water has spread into floors, walls or ceilings, call a restoration company right away; drying should start within 24 to 48 hours.
Do I have to use the restoration company my insurance recommends?
In most states, no. You can choose your own company. Tell your insurer who you're using and keep all documentation.
This guide is general information, not professional, legal or insurance advice. Follow your insurer's instructions and local codes, and put safety first.