Water losses at 2 a.m. put through to on-call
The homeowner standing in water calls the first number the adjuster gave them. Now that number answers on the first ring, learns the loss the way a dispatcher would, and wakes your on-call tech with the address already read out.
Water coming in, a sewer backup, a fire or smoke damage, at any hour, during a storm surge or alone.
Learns the source, the depth and the safety picture, takes the claim details, warm-transfers to on-call.
A loss on the job board with category, access and claim number, and a tech already on the phone.
How it works
- Answers in your name
At 2 a.m. on a Tuesday or during a July thunderstorm that backs up a whole subdivision. Every caller gets a calm voice, not a voicemail box.
- Learns where the water came from
A supply line, a water heater, the sump, groundwater, or the floor drain bringing up sewage. Clean water and sewage are different jobs, and the crew needs to know which.
- Asks the safety questions
Is the main shut off, is water near the panel or the furnace, is anyone elderly, pregnant or unwell in the home. Your approved safety lines are read, nothing more.
- Takes the claim and access
The insurer, claim number and adjuster if they have one, who owns the home, a tenant's landlord, the lockbox code, pets and parking for the van.
- Wakes the on-call tech
Goes down your on-call list and warm-transfers the caller with a short private summary first. If nobody picks up, the loss goes out by text and email and the homeowner hears a callback is coming.
- Opens the loss file
The address, source, rooms affected and claim number land on the job board, and the homeowner gets a text with a link to send photos.
Example call
- CustomerHi, sorry, I know it's the middle of the night. The water heater burst and the basement's flooding.
- AI agentDon't be sorry, this is exactly when to call. Have you been able to shut the water off at the main?
- CustomerMy husband just did. There's maybe an inch on the floor, it's soaking into the carpet.
- AI agentGood, that stops it getting worse. Is any of the water near the electrical panel or outlets?
- CustomerNo, the panel's on the other wall.
- AI agentOkay. What's the address, and do you have home insurance we should note?
- Customer42 Birchmount Crescent in Sudbury. We're with Co-operators, no claim number yet.
- AI agentThat's fine, the claim can come later. I'm putting you through to Luc, our on-call tech tonight. I'll tell him it's a clean-water loss from the heater so you don't have to start over.
After the call: Luc takes the call knowing it's a clean-water loss from a burst heater, about an inch on carpet, the main off and the panel dry. The job board has the Sudbury address and Co-operators noted, and the homeowner has a photo link by text.
What your team gets
- Every night and storm call answered, many at once
- Losses sorted by source, so sewage jobs are flagged as sewage
- Your on-call list worked in order until a tech picks up
- Claim, insurer, owner and access details on the file before the van rolls
- Photos from the homeowner on the job before arrival
- Recording and transcript kept for the insurance file
Questions
Will it tell the homeowner when the crew arrives?
Only the time your on-call tech gives. Until then it says the tech is calling back shortly, and the loss is already on the board.
Does it say whether insurance will pay?
No. It writes down the insurer, the claim number and the adjuster, and coverage stays between the homeowner, the adjuster and your insurance liaison.
What happens on a storm night with forty calls?
It answers them all at the same time, writes each loss up the same way, and puts sewage and active leaks at the top of the list for your dispatcher.
What about a fire?
It checks everyone is out and the fire department has been, reads your approved lines about not running the furnace or touching soot, and puts the call through to on-call.
Hear it on your phone
Request a demo call and the agent phones you, set up for water and fire restoration like yours.