Frequently Asked Questions

Ask The Experts – Common Questions To Ask, When Disaster Strikes


During any restoration or renovation, there are many questions that are commonly asked. If you see a question that interests you below, click on the title and the answer will appear. 

Q: I need a restoration services, what can I expect?

A: With every new project, a specialized Sunrise Project Manager is assigned. The Project Manager handles the restoration project from the emergency stage right through the rebuilding stage and is responsible for communicating, coordinating, and monitoring every step of the development. The first and most important stage is the initial communication, and making sure that you are comfortable and have a better understanding of what to expect moving forward.

Q: What if I don't understand what you are talking about?

A: We want you to be comfortable throughout the entire restoration or recovery project. Please ask us about any terms or phrases that do not make sense to you. We will do our best to explain the process to your satisfaction. Here are some ‘Key Terms’ you will want to understand:

Work Authorization – Only authorized personnel (usually the home or unit owner, or in the case of a government, commercial or strata corporation, an authorized appointed person) can sign a work authorization. The work authorization form allows Sunrise Restorations to commence work with emergency mitigation and/or resulting repair work.


Deductible – The deductible is the dollar amount set by your Insurance Policy.

Q: What are the phases of work that I can expect?

A: There are typically three overall stages for general restoration:

  • Emergency
  • Estimate/Approval
  • Rebuild/Repair
Q: What happens during the Emergency phase?

A: The assigned Sunrise Project Manager contacts the authorized person to arrange for the required resources to halt further damage. In case of an emergency, damaged areas are either removed or dealt with according to the specific needs of each situation (wet is dried, dirty is cleaned, and unsalvageable is removed). As the work is being done, your Project Manager checks the progress of the damage and removes equipment when possible.

After the damage has been mitigated, the Project Manager will talk to you about the scope of work required and document a plan for the next phase of restoration, as well as estimated timelines.

Q: How long is the Emergency phase?

A: For most small to medium claims the emergency process phase is ten days or less.

Q: What is the Estimate/Approval stage?

A: The cost details associated with the work needing to be done (in order to bring a property back to a pre-loss, pre-damage condition) are developed, agreed upon by all relevant parties, and are then implemented during this stage.

Q: What is the ‘Scope of Repair'?

A: Your Sunrise Project Manager will develop an itemized restoration/repair plan based on your Insurance Adjuster’s guidelines (if applicable as not all losses involve an Adjuster) in order to restore the damaged areas. This is known as the scope of repair. This scope will be reviewed and may be subject to approval by the Insurance Adjuster before Sunrise Restorations proceeds with the work.

Q: What is the ‘Bid Process’?

A: Depending on the extent of the damage, competitive bids may be requested by the Insurance Adjuster. This is called a Bid Process. Many companies require bids from more than one restoration firm before allowing the work to proceed. Any delays regarding a Bid Process should be discussed and understood at this time.

Q: How can I avoid delays?

A: Sunrise Restorations Ltd.’s preferred vendor status, with the majority of Insurance Companies, allows us to immediately proceed with your claim, avoiding delays.

If the damage or loss is less than the deductible amount, it does not become an insurance claim (which is a loss submitted to an Insurance Company). Also, Insurance Companies are not involved when clients are ‘privately’ insured. For this reason, the authorized person can simply confirm that Sunrise Restorations Ltd. can go ahead proceed with repairs and restoration work. There is often no delay in this process.

Q: What can I expect during the Rebuild/Repair stage?

A: During this stage materials are installed and finishes are completed to restore the property to pre-loss condition. Once the repair ‘scope of work’ and rebuild work has been approved, your Sunrise Project Manager will contact you or the authorized person to arrange for work to begin. The trade partners and Sunrise crew assist in the scheduling based on the details of your specific project and the progress and status updates are documented by the Project Manager.

Q: Do I get some sort of certificate?

A: Once the restoration is complete, we will ensure that the quality of the repair materials, repair techniques, and workmanship described on the estimate meet professional repair standards. A ‘Certificate of Completion’ will then be signed and documented.

Q: How long does the Rebuild/Repair stage take?

A: The timing of this phase is highly variable depending on what work needs to be done, the available tradespersons, material stock, regulatory approvals, and the property owner’s choice and approval of materials, finishes, and colours. Your Sunrise Project Manager should communicate to you what to expect in advance and reinforce the importance of the authorized person’s role in keeping the project on schedule.

Q: What if I want to take advantage of the opportunity to have some additional renovations done at the same time?

A: This is a great opportunity to make some changes to your property. If you want to ‘upgrade’ or introduce a ‘new’ renovation beyond the initial loss, discuss your ideas with your Sunrise Project Manager as soon as possible. If you decide to go ahead, you will need to inform your Sunrise Project Manager immediately so that he can write up what’s called an ‘Additional Scope of Work,’ and issue a separate estimate, billed directly to you. A deposit will be required. The sooner Sunrise Restorations knows what you’re planning, the more efficiently we are able to schedule for all the work now being done, thereby avoiding annoying and unnecessary delays.

Q: What is a Lock Box?

A: Lock Box Service is where your keys are stored in a secure container (Lock Box) at your property during the restoration process. This assists us in scheduling, allowing access without disruptions and delays.

If you are not comfortable with Lock Box Service, we will make other reliable and consistent arrangements with you so that our crew has access.

Q: How can I help make the process go more smoothly?

A: Your assistance in the restoration process can really be of help to us. The first thing you need to do is know is your Insurance Policy. It’s in your best interest to consult your Insurance Adjuster and/or Broker regarding coverage or deductible questions if not privately insured (often commercial clients). They are licensed and have the expertise to guide you.

The second thing that you can do is to freely communicate with us any of your concerns or questions. Please ask! You deserve answers. Our Project Managers are often in site meetings and cannot always answer their cellphones, so sometimes an email is best. We will respond to you as soon as we are able.

You can contact the office at any time!

Contact Us With Questions or For a Free Estimate

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