The script, step by step
1. Greet, then check safety first
- Say
Thank you for calling [Company], this is [Name] on the 24-hour line. Before anything else: is everyone safe, and is anyone hurt?
- Why
- A water loss can come with live electricity, a gas leak or a ceiling about to fall. Safety comes before the address, because the right advice can prevent an injury.
- Write down
- Anyone hurt (yes or no)
- Hazards mentioned: water near outlets or the panel, gas smell, sagging ceiling
What to do at step 1 If Then Anyone is hurt, or there is fire "Please hang up and call 911 now. Call us back on this number when everyone is safe." Log the call and alert the on-call technician. Water is near outlets, appliances or the electrical panel "Please stay out of the water and don't touch the panel or anything plugged in. Only switch the power off at the panel if you can reach it without standing in water." The caller smells gas "Leave the building now. Don't touch light switches or use your phone inside. Once you're outside, call 911 or the gas company." A ceiling is sagging or dripping heavily "Please keep everyone out of that room. A wet ceiling can come down." 2. Is water still coming in?
- Say
Is water still coming in right now, or has it stopped?
- Why
- An active leak decides whether the on-call technician is woken now. Stopping the water early limits how much gets wet.
- Write down
- Active or stopped
- Water shut off by the caller (yes or no)
What to do at step 2 If Then Still running from a pipe, supply line or appliance "If you can reach it without walking through standing water or past wet outlets, turn off your main water shutoff. It is usually where the water line comes into the house: in the basement or crawlspace, near the water heater, or next to the water meter. It is not the valve out at the street." The caller can't find or reach the shutoff Treat the loss as active and move on. Don't keep them searching while water runs. Stopped Move on to contact details. 3. Get the callback number and address
- Say
In case we get disconnected, what's the best number to reach you, and the full address of the property, including any unit number?
- Why
- A frightened caller may hang up or lose signal. With these two answers, the technician can still call back and find the job.
- Write down
- Caller name
- Callback number
- Property address and unit
- Gate code, lockbox or access notes
- Pets on site
4. Where did the water come from?
- Say
Where is the water coming from: a pipe or supply line, an appliance like the water heater or washer, a toilet or drain backing up, the roof, or water from outside?
- Why
- The source tells the technician what kind of water to expect and what to bring. Clean supply-line water, water from appliances and toilets, and sewage or floodwater are handled differently. The call taker records the source; the water category is decided on site.
- Write down
- Source
- When it started
- How long it ran
What to do at step 4 If Then A toilet with waste, a sewer or drain backup, or floodwater from outside "Please avoid touching the water and keep children and pets away from it." Flag the job as possible sewage or floodwater for the technician. 5. What is wet?
- Say
Which rooms or floors are wet, roughly how big an area, and is there standing water? Is any ceiling, wall or floor sagging or soft?
- Why
- This sets crew size, equipment and urgency. The EPA advises drying wet materials within 24 to 48 hours to help prevent mold, so a large or long-running loss moves up the list.
- Write down
- Rooms and floors affected
- Approximate size of the wet area
- Standing water and its depth
- Sagging ceilings, walls or floors
- Finished basement (yes or no)
7. Insurance details
- Say
Do you plan to go through insurance? Which company is it, and have you already opened a claim? If you have, what's the claim number?
- Why
- Most water jobs end up in an insurance file, and the carrier will ask for the claim details and what was done to prevent more damage. Getting them on the first call saves the office a chase in the morning.
- Write down
- Insurance company
- Policyholder name
- Claim number, if opened
- Adjuster or program contact, if assigned
What to do at step 7 If Then The caller asks whether insurance will cover it "I can't say what your policy covers; your insurance company decides that. We'll document everything we find for your claim." 8. Set the next step
- Say
Here's what happens next. [Active loss:] I'm sending this to our on-call technician right now, and they'll call you at [number] within [your callback window]. [Water stopped:] Since the water has stopped, the next step is an inspection. I have [day and time] or [day and time]. Which works better?
- Why
- The caller needs one clear next step and a time frame you can keep. Active losses wake the technician; contained losses book an inspection.
- Write down
- On-call alert sent, and who acknowledged
- Inspection date and time
What to do at step 8 If Then Outside your service area Say so plainly, and refer the caller to another company if you have a referral partner. 9. Close the call
- Say
If it's safe, take photos of the damage. Until the technician calls, keep people out of the wet rooms. If anything changes or anyone feels unsafe, call 911 first, then call us back on this number. Thank you for calling [Company].
- Why
- Insurers ask for photos of the damage, and ending on the safety rule and the callback number means the caller knows what to do if things get worse before the crew arrives.
What not to say
| Don't say | Say instead | Why |
|---|---|---|
| “Insurance will cover this.” | “Your insurance company decides coverage. We'll document everything for your claim.” | Coverage depends on the policy and the facts, and most homeowners policies don't cover flood damage. A promise on the phone can turn into a dispute. |
| “We'll be there in 30 minutes.” | “The on-call technician will call you within [your callback window] to set a time.” | Arrival depends on the crew, the weather and the roads. The technician confirms the time. |
| “It's probably just clean water.” | “Our technician will check the water and moisture when they arrive.” | The water category is decided on site, and a wrong guess can mean the wrong precautions. |
| “Put fans on it and turn up the heat.” | “Please don't start drying until the technician has looked; they'll set up the right equipment.” | Drying advice depends on the water's source and the materials. Moving air over contaminated water can spread it. |
| “That will cost about [amount].” | “The technician will go through pricing after the inspection.” | Nobody can price a loss they haven't seen, and a phone quote becomes the number the customer remembers. |
| “You should definitely file a claim.” | “Whether to file is your decision. We'll share what we find so you can decide.” | Filing is the policyholder's decision. Telling them to file can sound like claim advice. |
When to hand off
| When | What happens |
|---|---|
| Anyone is hurt, there is fire, or the caller smells gas | Caller hangs up and calls 911 or the gas company. Log the call and alert the on-call technician. |
| Water is still running and can't be stopped | Wake the on-call technician now, and keep escalating until someone acknowledges. |
| Sewage or floodwater | Wake the on-call technician, and flag possible contamination. |
| Commercial or multi-unit property | Wake the on-call technician and alert the commercial manager. |
| Water stopped and no hazards | Book the inspection, and send the job summary to the office. |
| An adjuster, agent or program manager calls | Take the claim number and question, and route it to the project manager for a same-day callback. |
| The caller asks about price or coverage | Note the question for the technician. Don't answer it on the call. |
Spanish version
The same steps in Spanish, for callers who prefer it. Read it aloud with a fluent speaker on your team and adjust the wording to how your customers talk before you use it.
- Paso 1.
Gracias por llamar a [Compañía], le habla [Nombre] en la línea de 24 horas. Antes que nada: ¿están todos a salvo? ¿Hay alguien herido?
- Paso 2.
¿Sigue entrando agua en este momento, o ya paró?
- Paso 3.
Por si se corta la llamada, ¿cuál es el mejor número para comunicarnos con usted, y la dirección completa de la propiedad, con el número de apartamento si tiene?
- Paso 4.
¿De dónde viene el agua: de una tubería o una manguera de suministro, de un aparato como el calentador de agua o la lavadora, de un inodoro o un desagüe que se tapó, del techo o de agua que entró de afuera?
- Paso 5.
¿Qué cuartos o pisos están mojados, más o menos de qué tamaño es el área, y hay agua estancada? ¿Algún techo, pared o piso se ve hundido o blando?
- Paso 6.
¿Usted es el dueño, el inquilino o el administrador de la propiedad? Si tenemos que empezar el trabajo esta noche, ¿quién lo puede autorizar?
- Paso 7.
¿Piensa hacer un reclamo al seguro? ¿Con qué compañía tiene el seguro, y ya abrió un reclamo? Si ya lo abrió, ¿cuál es el número de reclamo?
- Paso 8.
Le explico lo que sigue. [Si el agua sigue entrando:] Le estoy pasando esto ahora mismo a nuestro técnico de guardia, y le va a llamar al [número] dentro de [su tiempo de respuesta]. [Si el agua ya paró:] Como el agua ya paró, lo que sigue es una inspección. Tengo [día y hora] o [día y hora]. ¿Cuál le queda mejor?
- Paso 9.
Si es seguro, tome fotos de los daños. Mientras le llama el técnico, no deje que nadie entre a los cuartos mojados. Si algo cambia o alguien se siente en peligro, llame primero al 911 y después vuélvanos a llamar a este número. Gracias por llamar a [Compañía].
Sources
- IICRC: ANSI/IICRC S500 position statement on category of water and weather-related events (March 2026) (checked )
- CDC: Reentering your flooded home (checked )
- CDC: Protect yourself from electrical hazards (checked )
- Ready.gov: Floods (checked )
- FEMA: Tips for returning home safely after a disaster (checked )
- PG&E: Gas safety (checked )
- EPA: A brief guide to mold, moisture and your home (checked )
- Denver Water: Where your main water shutoff is (checked )
- City of Columbus: Locating a water meter and emergency service valve (checked )
- Triple-I: How to file a homeowners claim (checked )
- NAIC: Will my homeowners policy cover water damage from a burst pipe? (checked )
- Ready.gov en español: Inundaciones (checked )