SERVPRO is a franchise network that handles water damage, fire damage, and mold cleanup

SERVPRO is a chain of restoration companies with locations across the United States. Each location is independently owned and operated as a franchise, but they all use the SERVPRO name, training system, and procedures. When you call a SERVPRO location, you are calling a local business that has licensed the SERVPRO brand and methods.

SERVPRO handles the cleanup and restoration work after water damage (from floods, burst pipes, or storms), fire and smoke damage, and mold growth. They also do carpet cleaning and some biohazard cleanup. The company does not sell insurance and does not determine what your insurance will pay — they work with your insurance company's adjuster and bill according to what the adjuster approves.

SERVPRO is one option among many restoration companies. Your insurance company may have preferred vendors, or you may find other local restoration firms in your area. The choice is yours, though some insurance policies list preferred providers who may respond faster or have pre-negotiated rates.

Key Takeaways

  • SERVPRO locations are independently owned franchises, so the specific company you hire is a local business operating under the SERVPRO name and system.
  • You can call SERVPRO directly after a disaster, or your insurance company can refer you — either way, you choose whether to use them.
  • SERVPRO bills your insurance company for approved work, but you remain responsible for your deductible and any costs the adjuster does not cover.
  • Response time and quality vary by location because each franchise is a separate business, so check reviews and ask about their availability before hiring.
  • SERVPRO handles the cleanup and restoration work itself but does not make structural repairs — a contractor handles rebuilding after the damage is cleared.

How SERVPRO gets called and what happens first

You can reach SERVPRO by calling their main number (1-800-SERVPRO) or by searching for your local SERVPRO franchise online. Many people find SERVPRO through their insurance company, which may recommend them or include them in a list of preferred vendors. If your insurance company refers you, that does not mean you must use SERVPRO — you can still choose any licensed restoration company.

When you call, SERVPRO will ask about the damage: what happened, when it happened, and what areas are affected. They will tell you their response time — many SERVPRO locations advertise 24-hour availability, though actual arrival depends on how busy they are and how far away you are. If the damage is severe (major flooding, active fire), they may send a crew the same day.

A SERVPRO representative will come to your home to assess the damage and take photos. This is called the initial inspection. They will document what they see and provide you with an estimate of the work needed. You do not pay SERVPRO directly at this stage — the estimate goes to your insurance company's adjuster, who decides what work is covered under your policy.

The role of your insurance adjuster

After SERVPRO inspects the damage, they send their estimate to your insurance company. Your insurance company sends an adjuster to look at the same damage and decide what is covered by your policy. The adjuster's decision determines what SERVPRO can bill your insurance for.

If the adjuster approves the work, SERVPRO begins. If the adjuster denies part of the work or approves less than SERVPRO estimated, you have a choice: you can pay the difference out of pocket, or you can ask SERVPRO to do only what the adjuster approved. Some people hire a public adjuster (a third party who negotiates with the insurance company on their behalf) if they believe the insurance company's offer is too low, but that is a separate decision from whether to use SERVPRO.

You are responsible for your deductible — the amount you agreed to pay out of pocket before insurance coverage begins. If your deductible is $1,000 and the approved work costs $5,000, you pay $1,000 and insurance pays $4,000. SERVPRO will bill the insurance company for their portion and may ask you to pay your deductible before or after the work is done.

What SERVPRO actually does during restoration

SERVPRO's work depends on the type of damage. For water damage, they remove standing water using pumps and vacuums, dry out the structure using fans and dehumidifiers, remove damaged materials (drywall, flooring, insulation), and clean and treat surfaces to prevent mold. For fire damage, they remove soot and smoke residue, clean or replace damaged materials, and deodorize the space. For mold, they contain the affected area, remove moldy materials, clean surfaces, and run air scrubbers to reduce spores.

SERVPRO does the cleanup and restoration — getting the space back to the condition it was in before the damage. They do not do structural repairs. If a fire burned through a wall, SERVPRO clears the burned material; a general contractor rebuilds the wall. If flooding destroyed your kitchen cabinets, SERVPRO removes them; a contractor installs new ones. This distinction matters because your insurance policy may cover restoration (SERVPRO's work) but require you to hire a contractor for rebuilding, or it may cover both.

The time SERVPRO takes depends on the damage. A small water leak might take a few days to dry out. Major flooding can take weeks. Fire damage restoration often takes longer because soot penetration is extensive. SERVPRO will give you a timeline during the initial inspection, though delays can happen if hidden damage is discovered or if materials take time to arrive.

SERVPRO's relationship with your insurance company

SERVPRO is a vendor, not an agent of your insurance company. They work with your insurance company because that is how they get paid, but they do not represent the insurance company's interests — they represent their own business interests. This means SERVPRO may estimate higher costs than your insurance adjuster approves, and you should not assume SERVPRO's estimate is what you will actually pay.

Some insurance companies have preferred vendor agreements with SERVPRO, which means SERVPRO has agreed to certain rates or response times in exchange for referrals. If you use a preferred vendor, your insurance company may process the claim faster, but you still have the right to use a different restoration company if you prefer.

SERVPRO cannot tell you what your insurance will pay or negotiate with your insurance company on your behalf. If you disagree with what your insurance company approved, you can hire a public adjuster or file a complaint with your state's insurance commissioner, but that is separate from SERVPRO's role.

Costs and what you might pay out of pocket

You do not pay SERVPRO upfront for restoration work covered by insurance. SERVPRO bills your insurance company directly. However, you are responsible for your deductible, and you may owe money if the damage exceeds what your insurance covers or if you request work the adjuster did not approve.

If you do not have insurance or the damage is not covered, you pay SERVPRO directly. SERVPRO can provide an estimate for uninsured work. Some SERVPRO locations offer payment plans, though this varies by location. You should ask about payment options before work begins if you are paying out of pocket.

Additional costs can arise if hidden damage is discovered during the work. For example, if SERVPRO begins drying out a water-damaged wall and finds mold behind it, that mold removal may not have been in the original estimate. SERVPRO will notify you and your insurance adjuster before proceeding, and the adjuster will decide whether it is covered. You should not assume all additional work will be covered.

Choosing SERVPRO versus other restoration companies

SERVPRO is one option, but it is not the only one. Your area likely has other licensed restoration companies, and you have the right to choose any of them. Some reasons to consider SERVPRO: they have a national network, consistent training and procedures, and 24-hour availability in many locations. Some reasons to consider alternatives: a local company may have faster response times, lower costs, or better reviews in your specific area.

Before hiring any restoration company, check online reviews, ask how long they have been in business, and confirm they are licensed and insured in your state. Ask about their availability and response time. Get a written estimate before work begins. If you are using insurance, confirm the company will work with your adjuster.

Your insurance company cannot force you to use SERVPRO or any other specific vendor, even if they recommend it. You can use a preferred vendor for faster processing, or you can choose a different company. The choice is yours.

Frequently Asked Questions

Do I have to use SERVPRO if my insurance company recommends them?

No. Your insurance company can recommend vendors, but you choose which restoration company to hire. If you use a preferred vendor, your claim may process faster, but you are not required to use them.

What if SERVPRO's estimate is higher than what my insurance adjuster approves?

You can pay the difference out of pocket, ask SERVPRO to do only the approved work, or hire a different company. You can also hire a public adjuster to negotiate with your insurance company, though that is a separate process from hiring SERVPRO.

How long does SERVPRO restoration usually take?

It depends on the damage. Small water damage might take days; major flooding can take weeks. Fire damage often takes longer because soot is extensive. SERVPRO will give you a timeline during the inspection, but delays can happen if hidden damage is found.

Does SERVPRO rebuild my home, or just clean up?

SERVPRO cleans up and restores — they remove damaged materials and treat the space. They do not do structural repairs or rebuilding. A general contractor handles rebuilding after SERVPRO finishes.

What if I do not have insurance?

You can still hire SERVPRO, but you pay them directly. SERVPRO will provide an estimate for uninsured work. Some locations offer payment plans, so ask about options before work begins.