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Insurance and payment

Insurance and payment, explained honestly

Questions about who pays are natural, and they often come at the worst possible time. Here is how payment typically works, what insurance may or may not cover, and where state help may be available.

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What happens when you callSomeone answers 24 hours a day, 7 days a week. We listen to what happened and explain the next step.

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How payment typically works

Before any work begins, we explain the scope and the cost. The person or organization responsible for the property, such as a homeowner, landlord, business or estate, approves the work and is responsible for payment.

If you plan to file an insurance claim, that does not change the order of things: the policyholder files the claim, and the insurer decides what it will pay under the policy. Deductibles, limits and exclusions still apply. We do not act as a public adjuster or negotiate claims on your behalf.

Coverage varies from policy to policy

Whether insurance helps depends on your specific policy and on what caused the damage. Some policies cover only listed perils, while others cover any risk that is not specifically excluded.

  • Homeowners and renters policies may cover some cleanup after sudden events, depending on the policy
  • Commercial property policies vary widely by business and coverage chosen
  • Auto policies may cover part of a vehicle cleanup, depending on the coverage and cause
  • Unattended deaths, hoarding, drug residue and damage that develops gradually are often subject to exclusions
  • Sewage backup is often a separate add-on to a policy (an endorsement) rather than standard coverage
We cannot promise that any policy will pay. A sensible first step is a call to your insurance agent or carrier to ask what your policy covers.

Documentation we can provide

Insurers usually want to understand what happened and what was done. We can provide documentation such as photos and a written scope that describes the affected areas, the materials removed and the work performed.

If your adjuster wants to inspect before cleanup, tell us. We can usually plan around that, and in some situations it makes sense to wait for the inspection before materials are removed.

Tennessee Criminal Injuries Compensation

For certain crimes, Tennessee's Criminal Injuries Compensation program, administered by the Tennessee Department of the Treasury, may help with cleanup costs. Victims and families may be eligible, but the program, not the cleanup company, decides each claim.

  • The program states it may pay up to $3,000 for crime-scene cleanup
  • Covered cleanup means cleaning and removing materials, not repairs or replacement
  • The crime must have occurred at the victim's residence or an eligible relative's residence; state law names homicide, sexual assault and aggravated assault scenes
  • The crime generally must be reported to law enforcement within 15 days
  • A claim generally must be filed within two years
  • Claimants must cooperate with law enforcement and prosecution
  • The fund is a payer of last resort and does not pay costs covered by another source, such as insurance
Program limits and rules can change. Check the Tennessee Department of the Treasury's Criminal Injuries Compensation page or ask a victim advocate for current details before relying on these figures.

Questions to ask your insurer

  • Does my policy cover cleanup for this type of event?
  • Is there a deductible, and how does it apply?
  • Do you want to inspect before cleanup begins?
  • What documentation do you need from the cleanup company?
  • Are contents, such as furniture and belongings, covered separately?

We are here to help you plan

Talking about money in the middle of a loss or a crisis is hard. We keep that conversation straightforward: what we propose to do, what it costs and what paperwork we can give you. Call 615-513-5112 or read our cost page and FAQ for more.

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