Written & reviewed by Marcus ReedIICRC WRT
Reviewed July 16, 2026· Next review Jan 2027
Quick answer
For a burst pipe, shut off the main water valve yourself first, then call a plumber to repair the pipe and a water damage restoration company to extract and dry — these are two different trades and the drying is the time-sensitive half. Call your insurer once the water is stopped and photographed. If water is near electrical, an electrician comes before anyone. Call (888) 840-6512 to reach a certified water damage restoration company in your area; the line is answered 24/7.
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Shut the Water Off First — Then Read the Rest of This
Before you call anyone: find the main shut-off valve and close it. Every minute the pipe runs adds gallons to the loss, and no phone call stops water. The valve is usually where the supply line enters the house — a basement wall, a crawl space, a utility closet, or outside near the meter. Turn clockwise until it stops.
If water is anywhere near outlets, the panel, or a light fixture, kill power to that area at the breaker before you walk in. Our emergency shut-off guide has the valve locations by home type.
Who Actually Does What
The confusion behind this question is real, because two different trades are involved and neither does the other's job.
| Plumber | Restoration company | |
|---|---|---|
| Repairs the burst pipe | ✅ Yes | ❌ No |
| Extracts standing water | ❌ No | ✅ Yes |
| Dries the structure | ❌ No | ✅ Yes |
| Finds hidden moisture in walls | ❌ No | ✅ Yes |
| Removes wet drywall and insulation | ❌ No | ✅ Yes |
| Documents the loss for insurance | Rarely | ✅ Yes |
| Available 24/7 | Some | ✅ Standard |
A plumber will fix the pipe and leave. A restoration crew will dry the house but cannot legally repair plumbing in most states. You will very likely need both.
The Call Order
1. Restoration company — call first if water is already out and spreading. They dispatch 24/7, arrive with extraction equipment, and start the clock on drying. Mold begins colonising wet materials in 24 to 48 hours, so hours matter more than tidiness.
2. Plumber — call first only if you could not stop the flow. If the shut-off valve is seized, broken, or you cannot find it, the plumber is the emergency. Many water utilities will also shut off at the street on an emergency call.
3. Your insurance company — same day, but after the water stops. A sudden burst pipe is the textbook covered loss. Photograph everything before cleanup begins; the claim checklist covers what adjusters actually ask for.
You can make calls 1 and 2 in either order if two people are home. What you should not do is spend an hour deciding.
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(888) 840-6512Mold can establish within 24–48 hours of water exposure — drying started today stays a drying job.
- Describe the damage & give your ZIP
- You're routed to the on-call local crew
- They quote — you decide, no obligation
What to Say on the Call
Restoration dispatchers triage by severity, so lead with the facts that set priority:
- What burst and when — "supply line under the kitchen sink, about 40 minutes ago"
- Whether the water is stopped — this decides whether you are urgent or critical
- How far it spread — one room, multiple rooms, through a ceiling, into a finished basement
- What it is soaking — hardwood, carpet over pad, drywall, a finished ceiling below
- Whether it is clean water — a supply line is Category 1; a sewage line is not, and changes everything about the response
Ask two questions back: how soon can a crew be here, and are you IICRC certified.
Should You Call Insurance Before Restoration?
No, and this trips people up. Policies require you to mitigate — to take reasonable steps to prevent further damage — and waiting for adjuster approval before starting extraction can itself be used against the claim. Start mitigation, document as you go, and notify the carrier the same day.
You are also not obliged to use the insurer's "preferred vendor". You can choose your own contractor; the carrier's list is a convenience, not a requirement.
What to Do While You Wait
- 1Photograph and video everything — every room, every wet surface, standing water depth, and the failed pipe itself. Do this before moving anything.
- 2Lift what you can — furniture onto blocks or foil, rugs off wet floors, electronics and documents to a dry room.
- 3Mop and towel standing water if it is safe and clean. Every gallon you remove is one the crew does not have to.
- 4Do not open windows blindly, run a household vacuum on water, or start tearing out drywall. Drying is a controlled process, and demolition before documentation costs you at claim time.
- 5Keep the failed part. The burst section of pipe or the failed supply hose is evidence, and occasionally a product liability claim.
Bottom Line
Water off first. Then a restoration company for extraction and drying, a plumber for the pipe itself, and your insurer the same day. Most homeowners lose the most money not on the burst but on the hours between the burst and the first phone call.
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Frequently Asked Questions
- 1Shut off the main water supply valve -- clockwise to close. Do this before any other step.
- 2Turn off electricity to flooded areas at the breaker panel -- water and live outlets are dangerous.
- 3Call a 24/7 IICRC-certified water damage restoration company.
- 4Document everything with video before cleanup starts -- this is your insurance claim.
- 5Call your homeowners insurer to open a claim. Do not delay -- most policies require prompt notice. Burst pipe damage from a sudden failure is covered under standard HO-3 policies.
Who do I call for a burst pipe?
Call both a plumber AND a water damage restoration company -- but start with the restoration company if water has already spread beyond the pipe area. Here is the logic: a plumber stops the water source; a restoration company stops the damage.
If water is actively spraying from the pipe, shut off your main water supply first (this is something you can do yourself in 60 seconds), then call the restoration company. They will often coordinate a plumber or can identify the source themselves. Every minute of active flooding adds to structural damage -- do not wait on hold with a plumber while water spreads into walls.
Should I call a plumber or water damage company first for a burst pipe?
Call the water damage restoration company first -- but shut off the main water supply immediately before making any calls. The main shutoff (near your water meter or where the supply line enters the house) stops active flow in under 60 seconds.
Once water is stopped, the restoration company is your first call: they dispatch 24/7, handle the drying and documentation your insurance needs, and can coordinate a plumber if the source needs professional repair. Calling the plumber first while water continues to flow costs you additional damage time.
What should I do immediately when a pipe bursts?
In order:
Does homeowners insurance cover burst pipe water damage?
YesSudden burst pipe water damage is covered under virtually all standard HO-3 homeowners policies. The key word is 'sudden.' If an adjuster can show the pipe had a slow leak for weeks or months that you ignored, coverage may be disputed.
Document the failure as sudden (intact pipe that failed suddenly, not a slow drip), keep the failed pipe section as physical evidence, and call your insurer within 24 hours. The plumber's invoice showing sudden failure is important documentation.
How much does burst pipe water damage restoration cost?
Burst pipe restoration typically costs $1,200--$8,000 depending on pipe location, how long water ran before discovery, and what materials were affected. A pipe that burst overnight in a finished basement costs more than one caught in minutes on an unfinished concrete floor.
Plumbing repair adds $200--$1,500 on top of restoration. Most homeowners insurance covers restoration costs (minus your deductible) for sudden burst pipe events.
Who do I call right now for water damage?
Call (888) 840-6512. The line is answered 24 hours a day, seven days a week, and connects you with an IICRC-certified water damage restoration company that serves your area.
Describe what you can see — where the water is coming from, how long it has been there, and whether it smells — and the dispatcher routes you to a crew that handles that kind of loss. If the source is a pipe or an appliance, shut the main water valve first; the call itself takes under two minutes.
Sources
- IICRC S500 -- Water Damage Restoration Standard(retrieved 2026-07-16)
- Insurance Information Institute -- Water Damage and Freezing(retrieved 2026-07-16)
Methodology: How we source and verify data · Report an error
Disclaimer: HearthDry is an independent educational resource. This article is for informational purposes only and does not constitute professional, legal, or insurance advice. Consult licensed professionals before making decisions about your property or insurance claims.
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