What To Expect

With every loss On Side handles, a Project Manager is assigned. Their task is not only to manage the...

Having an unpredictable restoration requirement can feel anything but pleasant. But, with the proper people working with you and for you, the experience is often much better than initially anticipated.

With every loss On Side handles, a Project Manager is assigned. Their task is not only to manage the restoration project from emergency stage to the rebuild stage but to also, communicate, coordinate, and monitor every step of the way. Our years of experience has taught us that some of the biggest hurdles to overcome have to deal with a simple initial communication, providing a better understanding of what you can expect moving forward should you require On Side.

Key terms:

Before we outline the process in more detail, there are a few terms to get familiarized with:

  1. Work Authorization – Would you want anyone else besides you or an appointed person authorizing work to be done on “your” property? Only authorized personnel, usually the home or unit owner, or in the case of a government, commercial or strata corporation, an authorized appointed person, can sign a work authorization. The work authorization allows On Side Restoration to commence work with emergency mitigation and or resulting repair work.
  2. Deductible – A deductible is set by an Insurance Policy and outlines an amount due. Think of it as payment towards work being done on a claim. A property insurance deductible is due prior to repair work being executed on a claim. For this reason, deductible invoices are sent just after notification of a loss.
  3. Deposit– In the event the work is considered private, (for one of two reasons outlined below) a deposit will be required rather than a deductible.

    1. the damage is not covered by insurance or insurance coverage does not exists (Private) or,
    2. additional work (renovation or upgrades) is requested by the authorized personnel


On Side to the rescue!

Three general stages typically make up a ‘general’ restoration: Emergency, Estimate/Approval and Rebuild/Repair.

EMERGENCY: damaged areas are removed or dealt with as required; wet is dried, dirty is cleaned, and items unable to be cleaned, dried or repaired (non-restorable) are removed.

What happens during ‘Emergency’:

The Project Manager contacts the authorized person to arrange our resources to mitigate further damage.After the damage has been mitigated, the Project Manager will detail a scope of work. This will document the plan for the next phase of restoration, and the estimated timelines.

The work then takes place and an On Side technician checks the progress of the damage and removes equipment when ready.

For most small to medium claims the emergency process is ten days or less.

ESTIMATE/APPROVAL: cost details associated with work needing to be done in order to bring property back to a pre-loss condition, are developed, agreed upon by all relevant parties and are then implemented.

What happens during ‘Estimate/Approval’:

The Project Manager will develop an itemized repair plan based on an Insurance Adjuster’s guidelines (if applicable as not all losses involve an Adjuster) in order to restore the damaged areas. This is known as the scope of repair. This scope will be reviewed and may be subject to approval by the Insurance Adjuster before On Side proceeds.Depending on the extent of the damage, competitive bids may be requested by the Insurance Adjuster. This is called a Bid Process. Many companies require bids from more than one restoration firm before allowing a rebuild to proceed. Any time delays regarding a Bid Process should be discussed and understood at this time. On Side’s preferred vendor status, with the majority of Insurance Companies, allows us to immediately proceed with your claim, avoiding delays.

If the loss is under a deductible amount, it will not become a claim (which is a loss submitted to an Insurance Company). Further, some clients are “privately” insured and again, Insurance is not involved. For this reason, the authorized person can simply confirm that On Side can proceed with repair. There is often no delay in this process.

REBUILD/REPAIR: materials are installed and finishes are completed to bring property back to pre-loss condition.

What happens during ‘Rebuild’:

Once the repair scope of work and rebuild work has been approved, the Project Manager will contact the authorized person to arrange for the repairs to begin.Our On Side crews and trade partners will attend the loss and assist in scheduling based on all job details. * Progress and status updates are documented by the Project Manager.

Once the restoration is complete, we will ensure that the quality of the repair materials, repair techniques and workmanship described on the estimate meet professional repair standards. A Certificate of Completion will need to be signed and documented.

* The rebuild phase timing is highly variable depending on available trades, material stock, regulatory approvals, property owner’s choice and approval of materials, finishes and colours. The Project Manager should communicate what to expect and reinforce the importance of the authorized person’s role in keeping the project on schedule.


So how can “you” assist with an efficient process?

  1. Know your Insurance Policy:
    1. it is in your best interest to consult your Insurance Adjuster and or Broker regarding coverage or deductible questions if not privately insured (often commercial clients). They are licensed and have the expertise to guide you.
  2. If ‘upgrading’ or introducing a ‘new’ renovation beyond the initial loss:
    1. inform your On Side Project Manager immediately.
      (This will allow the PM to write up an ‘Additional Scope of Work,’ and issue a separate estimate, billed directly to you. A deposit will be required. Knowing up front allows On Side to schedule properly, avoiding unnecessary delays for ALL work now being done.)
  3. Lock Box Service:
    1. let your Project Manager know if you are comfortable with your keys being stored in a secure container (Lock Box) at your property during the restoration process.
      (This assists us in scheduling, allowing access without disruptions and delays. If you are not comfortable with the use of a lock box, a reliable and consistent arrangement will be confirmed with you for our crews’ access.)
  4. Communicate!:
    1. should you have any questions during this process, ASK! You deserve an answer in a timely manner. Please note because Project Managers are often in site meetings and cannot always answer their phones, sometimes email is best. Additionally, you can contact their assistant noted on page 1 or you can contact our On Side Call Center at 1-888-663-6604 24 hours a day, 7 days a week to acquire further assistance.


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