Insurance
How to choose a restoration contractor in Ontario
By ARO Restorations · Updated
Short answer
Check that the company has trained technicians, liability insurance and WSIB coverage, will give you a written scope before work starts, and documents its work with moisture readings and photographs. Be wary of pressure to sign at once, vague pricing and anyone who asks you to sign over your claim.
In this guide
You are choosing under pressure
Most people hire a restoration company in the worst circumstances: water on the floor, a fire just out, late at night. There is no time for three quotes. A few quick checks at the start, and a closer look once the emergency is under control, protect you.
The emergency work and the rebuild are separate. Hiring a company to stop the damage tonight does not commit you to using them for everything that follows, unless you sign something that says so.
Checks you can do in five minutes
- A real business. A company name, a street address and a phone number that is answered. Look at how long it has been operating.
- Liability insurance. Ask for a certificate of insurance. A legitimate contractor produces one without fuss.
- WSIB. Ask for a current clearance certificate from the Workplace Safety and Insurance Board. You can also check a business’s status on the WSIB website. If a contractor’s workers are not covered, an injury on your property can become your problem.
- Training. Ask what certifications the technicians hold. The Institute of Inspection Cleaning and Restoration Certification (IICRC) trains and certifies technicians in water damage, fire and smoke, and mold work, and publishes the standards the industry follows.
- A written authorisation that says what you are agreeing to. Read it.
Questions to ask
About the job
- What is the source and category of the water, and how does that affect what can be saved?
- How will you find out how far the damage goes?
- What will you remove, and why?
- How will you know when it is dry?
- Who will be on site, and who is my contact?
- How long do you expect it to take?
About the business
- Do you use your own employees or subcontractors?
- Do you handle the rebuild as well, or only the emergency work?
- Can you give me recent references for similar work?
- For asbestos or mold work: what training do your workers have, and how will the work area be isolated?
About money
- How is the work priced?
- Do you bill my insurer directly, and what am I responsible for?
- What happens if the insurer does not pay part of the invoice?
- What warranty do you give on your work?
What good practice looks like
- They inspect with moisture meters and, where useful, a thermal camera, before quoting
- They explain what they found in plain language
- They photograph the damage and their work
- They give you a written scope before non-emergency work begins
- They take and share daily moisture readings during drying
- They tell you when hazardous materials need testing, and wait for results
- They protect unaffected areas and clean up after themselves
- They are open about what they cannot save
- They return your calls
Warning signs
- Pressure to sign immediately, particularly a long contract you have no time to read
- An assignment of benefits or direction to pay that hands control of your insurance claim to the contractor. Understand exactly what you are signing. Ask your insurer or broker first.
- A contract that commits you to the rebuild when you only wanted emergency work
- An offer to waive or absorb your deductible. It suggests the invoice will be inflated to cover it.
- No written scope or price
- A demand for a large cash deposit
- Turning up uninvited after a fire or storm. Some monitor emergency calls.
- Scare tactics: talk of toxic mold or condemned houses before any inspection
- Reluctance to show insurance or WSIB documents
- One company testing for a problem and also profiting from fixing it, with no independent check. For mold and asbestos, independent testing or clearance avoids the conflict.
- Far more demolition than seems necessary, without an explanation backed by readings
Insurer’s contractor or your own?
Insurers have lists of preferred contractors and may offer to send one. You are generally entitled to choose your own. Each route has advantages. See insurer’s preferred contractor or your own.
Specialised work
Mold. Ontario does not license mold remediation contractors, so training and method matter. Look for containment, negative pressure, HEPA filtration, removal of affected porous materials and attention to the moisture source. Be sceptical of anyone whose plan is mainly to spray or fog.
Asbestos. Work must follow Ontario Regulation 278/05. Type 3 operations must be carried out by workers who have completed the provincially approved asbestos abatement training, and the Ministry of Labour must be notified in advance of certain operations. Ask to see proof of training, and ask who will do the clearance air testing.
Electrical and gas work must be done by licensed contractors.
Biohazard and sewage work needs proper protective equipment, disinfection procedures and disposal.
Your rights as a consumer
Ontario’s consumer protection legislation gives you rights in contracts with businesses, including rules for agreements signed in your home. For example, there is a cooling-off period for certain contracts entered into at your home, with exceptions. If you feel you were pressured into a contract, contact Consumer Protection Ontario or a lawyer promptly, because time limits are short.
Get it in writing
Before non-emergency work starts, you should have:
- The scope of work, room by room
- The price, or the basis on which it is calculated
- A payment schedule
- Start and expected completion dates
- Who obtains permits
- Warranty terms
- How changes are approved
Keep copies of everything, including the drying records.
After the job
- Walk through with the contractor and list anything unfinished
- Ask for the final drying report and any clearance results
- Do not sign a certificate of completion until you are satisfied
- Keep the paperwork with your house records. It is useful when you sell.
More: water damage restoration.
Questions people ask
What should I look for in a restoration company?
Trained technicians, liability insurance, WSIB coverage, a written scope before work starts, and documentation such as moisture readings and photographs.
Do I have to use the contractor my insurance company recommends?
Generally no. You are usually entitled to choose your own contractor, though the insurer must still agree the scope and price.
Is there a licence for mold removal in Ontario?
No. Ontario does not license mold remediation contractors, so ask about training, containment methods and how the moisture source will be fixed.
What are the warning signs of a bad restoration contractor?
Pressure to sign at once, contracts that hand over your claim, offers to waive the deductible, no written scope, and reluctance to show insurance or WSIB documents.
Should I sign a contract during an emergency?
Sign only an authorisation for the emergency work, after reading it. You can decide on the rebuild later.