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Frequently Asked Questions

What You Can Expect

Straightforward answers about our process, response times, and services.

What are the most common causes of water damage in homes?

The most common causes include burst or leaking pipes, appliance malfunctions (dishwashers, washing machines, water heaters), roof leaks, sewer backups, sump pump failures, and severe weather flooding. In Chicago specifically, frozen pipes in winter and basement flooding from heavy rainfall are extremely common. Even a slow, hidden leak behind a wall can cause serious damage over time if left undetected.

Water damage is classified into three categories. Category 1 (“clean water”) comes from sources like broken supply lines or faucets. Category 2 (“gray water”) contains contaminants from appliance overflows or sump pump failures. Category 3 (“black water”) is the most hazardous — it includes sewage backups and floodwater. The category determines what safety precautions and restoration methods are needed, so proper classification is a critical first step.

Mold can begin growing within 24 to 48 hours after water exposure, given the right temperature and humidity. That’s why emergency water damage response is so urgent — the faster standing water is removed and drying begins, the lower the risk of a mold problem developing. After 72 hours, mold colonization can become significant and much harder (and more expensive) to remediate.

Watch for musty or damp odors, unexplained stains or discoloration on walls and ceilings, bubbling or peeling paint, warped or buckling flooring, and a sudden spike in your water bill. You might also notice soft or spongy drywall, visible mold spots along baseboards, or condensation forming on windows more than usual. If anything looks or smells off, it’s worth getting a professional moisture inspection.

Any situation where water is actively flooding your home, a pipe has burst, sewage is backing up, or standing water is present qualifies as an emergency. Also consider it urgent if water is near electrical panels or outlets, if structural elements are saturated, or if the water source is Category 2 or 3 (contaminated). In these situations, call a restoration company immediately — don’t wait until morning.

Absolutely — winter is actually one of the highest-risk seasons. Frozen pipes can burst when temperatures drop, ice dams on roofs force water under shingles, and snow melt can overwhelm drainage systems. In Chicago, where temperatures regularly dip well below freezing, winter pipe bursts are one of the leading causes of residential water damage. Keeping your home properly heated — even when away — is essential prevention.

No, and that’s what makes it so dangerous. Water can travel along pipes, beams, and inside wall cavities before showing any surface-level signs. By the time you see a stain on your ceiling or notice a musty smell, the damage behind the scenes may already be significant. Professional moisture detection tools — like infrared cameras and moisture meters — can identify hidden damage that the naked eye cannot.

What should I do immediately after discovering water damage?

First, ensure everyone’s safety and shut off the water source if you can. Turn off electricity in affected areas if it’s safe to do so. Move valuables and furniture away from standing water. Document everything with photos and video for your insurance claim. Then call a professional water damage restoration company right away — the first 24 to 48 hours are critical for minimizing damage and preventing mold growth.

Yes. Redefined Restoration offers 24/7 emergency response across the Chicagoland area. Water damage doesn’t wait for business hours, and neither do they. You can call (708) 719-6282 any time — day, night, weekends, or holidays — and speak with a team member who can dispatch a crew to your property quickly.

Redefined Restoration aims to have a crew on-site within 60 to 90 minutes of your call in the Chicagoland area, depending on location and conditions. For active emergencies — like a burst pipe or sewage backup — response time is prioritized. The initial visit includes an assessment of damage, identification of the water source, and the start of emergency mitigation like water extraction.

Don’t use a regular household vacuum to remove standing water — it’s an electrocution hazard. Don’t turn on ceiling fans or your HVAC system if the ceiling is sagging from water retention. Avoid walking through contaminated (Category 2 or 3) water without protective gear. Don’t remove wet drywall yourself unless you’ve confirmed there’s no asbestos or mold behind it. And don’t delay — waiting even a day can significantly worsen the damage.

Minor spills from a knocked-over glass are fine to handle yourself. But if standing water covers any significant floor area, if the source is contaminated (sewage, appliance overflow), if drywall or structural materials are wet, or if the water has been sitting for more than a few hours, call a professional. The risk of hidden moisture, mold growth, and structural damage makes DIY cleanup risky and potentially more costly in the long run.

Call the restoration company first to begin emergency mitigation — stopping the damage from getting worse is the top priority, and insurance companies expect you to take reasonable steps to minimize losses. Then contact your insurance provider to open a claim. Redefined Restoration works directly with insurance carriers and can help guide you through the claims process, including documentation and scope of work.

What does the water damage restoration process look like step by step?

It typically follows these phases: (1) emergency contact and rapid response, (2) damage inspection and assessment using moisture meters and thermal imaging, (3) water extraction with industrial pumps and vacuums, (4) drying and dehumidification using air movers and commercial dehumidifiers, (5) cleaning, sanitization, and antimicrobial treatment, and (6) full restoration — which can range from minor repairs to complete reconstruction of affected areas.

It depends on the severity. Minor water damage might be dried and restored in 3 to 5 days. Moderate damage with some structural drying typically takes 1 to 2 weeks. Extensive flooding or Category 3 contamination with reconstruction can take several weeks to a couple of months. Your restoration team should give you a realistic timeline after the initial inspection and keep you updated throughout the process.

Professional restoration crews use industrial-grade water extractors, submersible pumps, high-velocity air movers, commercial dehumidifiers (desiccant and refrigerant types), HEPA air scrubbers, moisture meters, infrared thermal imaging cameras, and hydroxyl or ozone generators for odor removal. This commercial equipment is far more powerful than anything available at a hardware store — it’s what allows proper structural drying within days, not weeks.

After standing water is removed, the structural drying phase begins. Air movers circulate high-velocity airflow across wet surfaces to accelerate evaporation, while commercial dehumidifiers pull that moisture from the air. Technicians monitor moisture levels daily with meters and adjust equipment placement as materials dry. The goal is to bring all affected materials back to their normal dry standard — not just “dry to the touch” but verified with instrument readings.

They use a combination of non-invasive moisture meters (which scan through surfaces), pin-type meters (which measure moisture at specific depth points), and infrared thermal imaging cameras (which reveal temperature variations caused by trapped moisture). These tools can detect water behind walls, under flooring, and inside ceilings that you’d never see with the naked eye. Readings are documented daily to verify drying progress.

That depends on the extent of the damage, the category of water, and whether mold or structural hazards are present. For clean water events affecting a small area, you may be able to stay home during restoration. For large-scale flooding or sewage backups, you might need to stay elsewhere until drying and sanitization are complete. Your restoration team will advise you and let you know when moisture levels and air quality are safe.

Salvageable items are typically moved to a dry, unaffected area of the home or documented for content cleaning. Soft furnishings like upholstered furniture, rugs, and clothing may be cleaned and dried on-site or sent to a specialized facility. Items that are too damaged — especially those exposed to Category 3 water — may need to be disposed of. Everything is documented for your insurance claim with photos and an inventory list.

The goal of full restoration is to return your property to its pre-loss condition — or better. That includes replacing drywall, flooring, paint, trim, and any other materials that were removed during the drying process. A reputable restoration company like Redefined Restoration handles both the mitigation and the rebuild, so you don’t have to coordinate between separate contractors. Many homeowners say their space actually looks better afterward.

Not always. For smaller, localized damage in one room, you can usually stay in your home while restoration work happens. However, if there’s widespread flooding, sewage contamination, or structural concerns, your restoration team may recommend temporary relocation for safety. If you have homeowner’s insurance, your policy may include “loss of use” coverage that helps pay for temporary housing while repairs are completed.

Does water damage always lead to mold?

Not always — but the risk is very high if water isn’t properly extracted and the area fully dried within 24 to 48 hours. Mold needs moisture, warmth, and an organic food source (like drywall or wood) to grow. If you act fast with professional water extraction and drying, you can usually prevent mold entirely. That’s why time is the most important factor in any water damage situation.

Mold spores can begin colonizing on wet surfaces within 24 to 48 hours under warm, humid conditions. Within 3 to 7 days, visible mold growth can appear. Within 1 to 2 weeks, mold can spread through wall cavities and HVAC systems. The key takeaway: every hour counts. Fast response to flood cleanup dramatically reduces the likelihood of a mold problem developing in your home.

Yes, and it’s one of the most common and dangerous scenarios. Mold can grow on the backside of drywall, inside wall cavities, under flooring, and around plumbing that experienced even a minor leak. Because it thrives in dark, humid environments, mold behind walls can grow for weeks or months before you notice a musty smell or see any surface staining. That’s why professional moisture testing is so important after any water event.

Mold exposure can trigger a range of health issues including respiratory problems, persistent coughing, nasal congestion, eye irritation, skin rashes, and worsened asthma symptoms. People with weakened immune systems, young children, and the elderly are especially vulnerable. Certain types of mold — such as Stachybotrys (“black mold”) — can produce mycotoxins associated with more serious health effects. If you suspect mold, don’t delay remediation.

Mildew is technically a type of mold, but it usually grows on surfaces in flat, powdery patches and is lighter in color (white or gray). Mold tends to be fuzzy or slimy, darker in color (green, black, brown), and penetrates deeper into materials. Mildew is generally easier to clean and less harmful, while mold — especially if it’s inside walls or structural materials — often requires professional mold remediation to properly remove.

Call a specialist if you see visible mold growth covering more than about 10 square feet, if you detect a persistent musty odor but can’t locate the source, if anyone in your home is experiencing unexplained respiratory symptoms, or if your property had water damage that wasn’t professionally dried. Redefined Restoration offers mold remediation in Chicago and can assess, contain, and remove mold while addressing the underlying moisture source.

Does homeowner's insurance cover water damage?

Most standard homeowner’s policies cover water damage that is “sudden and accidental” — like a burst pipe, a failed appliance, or an unexpected roof leak. However, damage from gradual neglect (a slow leak you ignored), flooding from external sources (rivers, storms), and sewer backups are typically not covered unless you have specific riders or endorsements. Review your policy or ask your agent to confirm what’s included.

Start by documenting the damage thoroughly — take photos, videos, and notes before anything is cleaned up. Contact your insurance company to report the loss and get a claim number. Save all receipts for emergency expenses (hotel stays, meals, temporary repairs). Then work with your restoration company to provide the insurer with a detailed scope of work and estimate. Redefined Restoration can help walk you through this entire process.

You’ll need photos and video of the damage (before cleanup begins), a record of the water source and when you discovered it, receipts for any emergency expenses, an inventory of damaged personal property, and the restoration company’s detailed scope of work with cost estimates. The more thorough your documentation, the smoother your claim process will be. Your restoration team should provide professional documentation as part of their service.

It depends on your policy and the circumstances. If mold developed because of a covered water damage event and you responded promptly, many policies will cover mold remediation up to a certain limit. However, if mold resulted from deferred maintenance or a slow leak you didn’t address, coverage is usually denied. Some policies have specific mold caps (often $5,000–$10,000). Check your policy’s mold endorsement or ask your agent directly.

Costs vary widely depending on the scope. Minor water extraction and drying for a single room might run $1,500 to $4,000. Moderate damage across multiple rooms could range from $5,000 to $15,000. Major flooding or Category 3 contamination with full reconstruction can exceed $20,000 or more. Redefined Restoration provides a free on-site assessment and detailed estimate, and they work directly with your insurance to simplify the financial side.

Yes. Redefined Restoration works with all major insurance carriers and can bill them directly. Their team has over 40 years of combined experience navigating insurance claims — they understand the documentation, scope formats, and communication that insurance adjusters require. They’ll help you through the claims process from start to finish so you can focus on getting your home back to normal instead of battling paperwork.

Don’t panic. Start by requesting a written explanation for the denial and review it carefully — denials are sometimes based on misclassification or missing documentation. You can file a formal appeal with additional evidence, get a second opinion from a public adjuster, or consult with an attorney who specializes in insurance disputes. Your restoration company’s documentation and moisture reports can also strengthen an appeal.

In many cases, your restoration company can bill the insurance carrier directly — which is how Redefined Restoration typically operates. You’d still be responsible for your policy deductible. For emergency mitigation, most insurers expect you to take immediate action and will reimburse reasonable costs. That said, policies vary, so confirm your specific coverage and deductible with your agent before or shortly after a loss occurs.

What are the most common causes of water damage in Chicago?

Chicago homeowners deal with a unique combination of risks: basement flooding from heavy spring and summer rainstorms, sewer backups caused by the city’s aging combined sewer system, frozen and burst pipes during harsh winters, sump pump failures during power outages, and water intrusion from ice dams. The city’s clay-heavy soil also contributes to poor drainage, making basement flooding in Chicago one of the most common homeowner problems.

Several factors make basement flooding in Chicago especially common. The region’s dense clay soil doesn’t absorb water well, so heavy rain saturates the ground and pushes hydrostatic pressure against foundation walls. Chicago’s combined sewer system can overflow during storms, forcing sewage and stormwater back into homes through floor drains. Older homes may also have aging foundation waterproofing, cracks in the slab, or undersized sump pump systems.

Redefined Restoration serves all of Chicago and the surrounding Chicagoland suburbs. From Logan Square, Wicker Park, and Bucktown to Lincoln Park, Lakeview, Humboldt Park, Irving Park, and the Northwest Side — they cover the city proper and extend into nearby suburban areas including Franklin Park, Elmwood Park, River Grove, Oak Park, Berwyn, and surrounding communities. Call (708) 719-6282 to confirm coverage in your area.

Yes. Redefined Restoration has a presence in the Franklin Park area and actively serves the surrounding west suburban communities including Elmwood Park, River Grove, Melrose Park, Schiller Park, and Northlake. Whether you’re dealing with a flooded basement, a burst pipe, or storm damage in the western suburbs, their team can respond quickly. They provide the same 24/7 emergency service across all Chicagoland locations they cover.

Very common. Chicago regularly sees stretches below zero degrees Fahrenheit, and pipes in unheated areas — basements, crawl spaces, attics, exterior walls — are vulnerable to freezing and bursting. A burst pipe can release hundreds of gallons of water per hour, causing catastrophic damage fast. Prevention measures include insulating exposed pipes, keeping the thermostat above 55°F, and opening cabinet doors under sinks during extreme cold snaps.

Yes. Unlike separated sewer systems, Chicago’s combined system carries both stormwater and sewage in the same pipes. During heavy rain, the system can become overwhelmed, causing sewage to back up into homes through basement floor drains — that’s a Category 3 (black water) contamination event that requires immediate professional remediation. Installing a backwater valve and maintaining your sump pump can help reduce this risk.

Is Redefined Restoration licensed and insured?

Yes. Redefined Restoration is a fully licensed and insured general contractor operating in Chicago and the surrounding Chicagoland area. They carry general liability insurance and workers’ compensation coverage, which protects you as a homeowner during any work performed on your property. You should always verify that any restoration company you hire carries proper licensing and insurance — and don’t hesitate to ask for proof.

Redefined Restoration holds IICRC (Institute of Inspection, Cleaning and Restoration Certification) training and certification — the most widely recognized standard in the restoration industry. IICRC certification means their technicians have completed rigorous training in water damage restoration, structural drying, and related disciplines. This ensures their team follows industry best practices and uses scientifically validated methods for every project.

Redefined Restoration has earned a 4.9-star rating with 238 verified reviews across Google and other platforms. Customers consistently highlight their fast response times, clear communication, professionalism, and ability to simplify the insurance process. In an industry where trust is everything — especially during a stressful event like flooding — that kind of track record from real homeowners is hard to find and speaks for itself.

Unlike national franchises, Redefined Restoration is a locally owned Chicagoland business. That means you’re working directly with the owners and a consistent team — not a rotating franchise staff. They handle both the mitigation and the full rebuild under one roof, so you don’t get passed between companies. With over 40 years of combined experience and a hands-on approach to insurance claims, they offer a more personal, accountable experience than most franchise operations.

Yes. Redefined Restoration provides free on-site assessments for water damage, fire damage, and mold concerns. During the visit, a technician will evaluate the extent of the damage, identify the water source, take initial moisture readings, and outline the scope of work needed. They’ll also explain your options — including how insurance coverage applies — so you can make informed decisions before any work begins.

You can reach Redefined Restoration 24 hours a day, 7 days a week by calling (708) 719-6282. For non-emergency inquiries, you can also visit their website at redefinedresto.com/contact-us/. They’re located at 2924 W Armitage Ave, Chicago, IL 60647 and serve all of Chicago and the greater Chicagoland area.

Still have questions?

Call (708) 303-8564