Emergency Response Guide
Water Damage Emergency:
Act in the First 60 Minutes
The decisions you make right now determine how much this costs, how fast you recover, and whether your insurance claim succeeds. This guide covers the exact sequence of actions.
Call 24/7: (888) 840-6512
Response typically within 45–60 minutes
What to Do Right Now
Water Damage Emergency: 5 Steps in the First 60 Minutes
- 1Shut off the main water supply — Stop the water source immediately — every second adds more damage.
- 2Cut power to wet areas — Flip circuit breakers for rooms with standing water before entering.
- 3Document all damage — Video and photograph everything before moving anything — critical for your insurance claim.
- 4Call a restoration company (not a plumber) — They extract water, set drying equipment, and document for your insurer simultaneously.
- 5Open an insurance claim — Call your insurer immediately — emergency extraction doesn't need to wait for adjuster approval.
The Emergency Timeline
0–5 min— Stop the water and cut power
- Locate and close your main water shutoff valve (usually near the water meter, under a sink, or in a utility room)
- If flooding is near electrical panels, outlets, or appliances — do NOT enter without cutting power at the breaker
- If you smell gas, evacuate immediately and call your gas company
- If sewage is involved, leave the area — Category 3 water contains pathogens that require PPE
5–15 min— Document everything
- Take video walking through the entire affected area — narrate what you see
- Photograph standing water from multiple angles, showing depth if possible
- Photograph the source of water (broken pipe, open window, damaged roof)
- Photograph all damaged furniture, flooring, walls, and personal property
- Do NOT move or discard anything yet — adjusters need to see it
15–30 min— Make the critical calls
- Call a certified restoration company: (888) 840-6512 — they dispatch faster than your plumber
- Call your insurance company to open a claim — get a claim number before any contractor starts work
- Tell both parties the water category: clean (pipe), gray (appliance), or black (sewage/flood)
- Confirm the restoration company's IICRC certification and licensing before authorizing work
30–60 min— Protect what you can
- Move important documents, medications, and irreplaceable items to a dry area
- Place aluminum foil under furniture legs to prevent rust stains on wet carpet
- Remove soaked rugs from hardwood floors (trapped water accelerates warping)
- Do not use household fans if sewage or gray/black water is present
- Track all expenses starting now — hotel, meals, emergency supplies — for your claim
Critical Dos and Don'ts
DO These Things
- Shut off the main water supply immediately
- Cut power to affected areas at the breaker panel
- Photograph and video ALL damage before moving anything
- Move important documents, medications, and valuables to dry areas
- Call a restoration company (not just a plumber)
- Call your insurance company to open a claim
- Open windows if outside humidity is low (speeds evaporation)
- Remove soaked throw rugs and mats from hard flooring
DON'T Do These
- Don't use electrical appliances in wet areas
- Don't run a regular vacuum on water
- Don't use fans if sewage or Category 3 water is involved (spreads contamination)
- Don't dispose of any damaged items before your adjuster sees them
- Don't apply bleach to drywall (it won't penetrate, and insurance may dispute coverage)
- Don't wait 'to see if it dries on its own'
- Don't sign Assignment of Benefits forms without reading (Florida homeowners especially)
- Don't hire contractors who knock on your door after a storm without researching them first
Ready to Connect You With Local Pros
Our line is answered 24/7 by real people — not bots. We'll identify the nearest IICRC-certified team and get them dispatched immediately.
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Emergency Response Questions
Should I call a plumber or a restoration company first?
A restoration company. Restoration pros extract water, set drying equipment, and document damage for your insurer — all while coordinating with a plumber if needed. Calling only a plumber stops the source but leaves you with standing water and no documentation.
Can I stay in my home during water damage restoration?
For clean water (Category 1) events, yes — with caution around wet areas. For sewage backup or Category 3 (flood) events, your family should vacate until decontamination is complete. Your restoration team will advise on habitability.
What if I can't afford professional restoration?
Call your insurer immediately — most water damage events are covered. If uninsured, FEMA assistance may apply after declared disasters. Restoration companies also work directly with insurers on payment. Never let cost prevent you from calling in the first hour — delays cost far more.
What documents do I need for an insurance claim?
Photograph and video everything before touching anything: standing water depth, damaged furniture, affected walls and ceilings, the source of water, and any visible mold. Keep all damaged items until your adjuster visits. Track every expense — hotel, food, emergency repairs.
Disclaimer: HearthDry is an independent informational resource. This guide is for general educational purposes and does not constitute professional safety, medical, or legal advice. Always contact emergency services (911) if there is immediate safety risk. Consult licensed professionals before making decisions about your property.