Do your agents discuss insurance coverage with the caller?

No. We record the carrier name, claim number and adjuster contact if the caller offers them. We do not advise on coverage, deductibles or whether a loss will be paid — that conversation belongs to the customer, their carrier and your team.

How fast do you reach our on-call crew?

Escalation starts during or immediately after the call, following the rotation and attempt intervals you set, and continues down your list until someone confirms.

Can you take referrals from plumbers, agents and property managers?

Yes. Referral sources can follow a separate intake path that captures the referring company and contact so your team can credit and follow up on the relationship.

Can you handle multiple losses during a storm event?

Yes. During a widespread event we keep taking calls and logging losses in the order received, so your dispatcher can triage a complete list instead of a voicemail box.

Can you answer for more than one franchise or territory?

Yes. Calls can be routed by address, territory or brand, each with its own script and escalation list.

Answering service for restoration companies

24/7 Answering Service for Restoration Companies

Restoration is decided in the first few minutes. A homeowner standing in two inches of water calls until somebody picks up, and the company that answers is usually the company that mitigates the loss.

EZO answers your emergency line live 24/7/365, captures a complete loss intake and escalates to your on-call crew immediately — nights, weekends, holidays and during multi-loss storm events.

Get a Free Call Coverage Review Call 888-913-0788 Get coverage for your business

Immediate response on every loss call

Voicemail loses restoration jobs outright. A live agent answering in your company name, taking the loss details and telling the caller a crew lead is being reached keeps the job with you.

Answered live 24/7/365, including holidays
Caller told what happens next, in your words
Loss logged with a timestamp for response tracking

Water damage intake

Water losses are the highest-volume emergency call in restoration, and the details drive the equipment your crew loads before leaving.

Source: supply line, appliance, roof, sewer backup or flooding
Whether the water is still flowing and if the main is shut off
Category concerns such as sewage or standing water
Affected floors, rooms and approximate square footage

Fire, smoke and storm damage intake

After the fire department leaves, the property owner needs board-up, tarping and a plan. We capture whether the structure is secure and habitable, and escalate on your emergency path.

Fire and smoke damage, including board-up requests
Roof tarping and structural exposure after storms
Whether the property is occupied or vacated
Utility shut-off status reported by the caller

On-call crew escalation and dispatch details

Your rotation, your intervals, your fallback. Every attempt is logged, and the crew lead receives the full intake by call, text or email before rolling.

Primary, secondary and manager escalation tiers
Text and email dispatch with the complete intake
Repeat attempts until a human confirms
Separate paths for commercial and large-loss calls

Insurance-related intake, recorded not advised

We collect the claim information the caller volunteers so your estimator does not start from zero. We do not interpret policies or comment on coverage.

Carrier name and claim number if known
Adjuster or agent contact details
Whether a claim has already been filed
Property owner versus tenant or manager reporting the loss

Referral and multi-loss event handling

Plumbers, insurance agents and property managers send work at odd hours. Storms send twenty calls in an evening. Both need to reach a person, not a queue.

Referral-source capture and priority routing
Continuous intake during widespread events
AI receptionist backup coverage as an added continuity layer

What we collect on a restoration loss call

Intake fields are built with you before go-live, so every message arrives with the details your team needs to act on it.

Caller name, callback number and loss address
Type of loss: water, fire, smoke, storm or mold concern
When the loss occurred or was discovered
Whether water is still active and the source is stopped
Rooms, floors and approximate area affected
Whether the property is occupied, vacant or unsafe to enter
Utility status as reported by the caller
Owner, tenant, property manager or referral partner
Insurance carrier, claim number and adjuster if offered
Access details for after-hours entry

Frequently asked questions

Do your agents discuss insurance coverage with the caller?: No. We record the carrier name, claim number and adjuster contact if the caller offers them. We do not advise on coverage, deductibles or whether a loss will be paid — that conversation belongs to the customer, their carrier and your team.
How fast do you reach our on-call crew?: Escalation starts during or immediately after the call, following the rotation and attempt intervals you set, and continues down your list until someone confirms.
Can you take referrals from plumbers, agents and property managers?: Yes. Referral sources can follow a separate intake path that captures the referring company and contact so your team can credit and follow up on the relationship.
Can you handle multiple losses during a storm event?: Yes. During a widespread event we keep taking calls and logging losses in the order received, so your dispatcher can triage a complete list instead of a voicemail box.
Can you answer for more than one franchise or territory?: Yes. Calls can be routed by address, territory or brand, each with its own script and escalation list.

Answer every loss call, at any hour

24/7 live restoration intake with your escalation path. Plans start at $100/month.