The sampling will focus on lead, based on scientific evidence from an extensive study conducted by the Los Angeles County Department of Public Health in September 2025.

EPA will collect soil samples at two depths, at the bottom of excavations completed during debris removal and approximately 6 inches below, to measure lead concentrations and develop a statistical model that will inform future wildfire response protocols.

The county’s study, which analyzed various contaminants including heavy metals, polyaromatic hydrocarbons (PAHs), dioxins, and furans, found that lead was the only fire-related pollutant detected across the Eaton area after debris removal.

To ensure accuracy, EPA is applying an incremental sampling methodology that provides a reliable average of contaminant levels across each property. Crews will collect 30 small soil samples from different locations on each parcel, combine them into a composite sample, and send it for laboratory testing. This approach offers a more representative picture of site conditions than testing from just a few individual points.

The sampling effort will document post-cleanup soil conditions, confirm that cleanup methods successfully addressed contamination, and establish evidence-based protocols that will strengthen wildfire response efforts nationwide.

EPA is working closely with LA County, the California Environmental Protection Agency (CalEPA), and other partners throughout this process. Individual property owners will receive reports with their lead results and guidance on available resources from local and state agencies. EPA will also share aggregated findings with county officials to support long-term recovery and resilience planning. Results from the sampling effort are expected by the end of spring 2026.

The post EPA Launches Voluntary Soil Sampling of Residences Affected by Eaton Wildfire appeared first on Cleanfax.

Over the past year, a growing narrative has suggested that homes affected by wildfire smoke are inherently unsafe to restore and must be stripped down to the studs and rebuilt. Unfortunately, this narrative is not supported by established science, consensus standards, or decades of successful restoration practice. IICRC, RIA, and CIRI developed this technical guide to provide contractors, consumers, policymakers, and insurers with clear, science-based direction for safely returning homes and personal property to their pre-loss condition.

The Technical Guide for Wildfire Restoration was developed through a collaborative process that brought together industry stakeholders, including restoration professionals, industrial hygienists, public health scientists and other subject matter experts. It incorporates well established restoration protocols and industrial hygiene principles.

“Restoration is not only possible in the vast majority of wildfire smoke losses – it is a well-established, science-based practice,” said James Tole, IICRC president and chairman of the board. “This technical guide provides clarity at a critical time and ensures that decisions about homes and personal property are grounded in evidence, not speculation.”

“Homeowners and communities deserve information they can rely on,” said Kristy Cohen, RIA CEO. “We are proud to work alongside the IICRC and CIRI to provide restoration professionals, policymakers, and consumers with guidance they can trust – grounded in research, validated by experience, and aligned with industry standards.”

“CIRI was founded by individuals that wanted to know what the science is behind different aspects of the cleaning and restoration industry. This document shows that science should direct the cleaning and restoration process after wildfire and is something the industry will point to as the way things should be done.” said Kevin Pearson, CIRI president.

The Technical Guide for Wildfire Restoration is designed to support restoration contractors, consumers, regulators, insurers, and public adjusters with science-based approaches to wildfire loss recovery.

The Technical Guide for Wildfire Restoration is available .

The post ICRC, RIA, and CIRI Announce the Release of New Technical Guide for Wildfire Restoration appeared first on Cleanfax.

Additionally, more than 40% of respondents said they don’t have access to a place that accepts batteries near their home and said they must drive more than 10 miles to find a location to recycle batteries.

In honor of National Fire Prevention Association’s (NFPA) annual  (Oct. 5 – 11), and with this year’s theme, “Charge into Fire Safety: Lithium-ion Batteries in Your Home,”  Cirba Solutions launched a . The map locates local businesses and organizations that accept batteries, including lithium-ion, for recycling. To further remove barriers and safely recycle batteries, Cirba Solutions also offers —shippable recycling kits for dry cell batteries and handheld electronics.

As part of Fire Prevention Week, NFPA encourages Americans to consider these three lithium-ion battery tips:

1. Buy only listed products. When buying a product that uses a lithium-ion battery, look for a safety certification mark such as UL, ETL, or CSA. This means it meets important safety standards.
2. Charge devices safely. Always use the cords that came with the product to charge. Follow the instructions from the manufacturer. Buy new chargers from the manufacturer or one that the manufacturer has approved. Charge your device on a hard surface. Don’t overcharge your device. Unplug it or remove the battery when it’s fully charged.
3. Recycle batteries responsibly. Recycle your device or battery at a safe battery recycling location. Visit  to find a recycling spot near you.

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“One of the key challenges we’ve faced this past year has been refining our messaging to ensure that potential clients clearly understand how we help create the cleanest, healthiest, and most comfortable homes possible,” explained Amy Prihoda, Professional Cleaning & Restoration Systems’ co-owner and president. “To address this, we’ve developed a multifaceted marketing approach tailored to both new prospects and our existing client base. This includes a combination of digital outreach, print materials, and coordinated email and text campaigns.”

With 23 years of experience in the industry, Prihoda places a high value on education. She holds several IICRC certifications and frequently shares her knowledge through the company’s blog.

“One of my greatest strategies for success has been a commitment to continuous learning,” Prihoda explained. “I’ve made it a part of my daily routine to invest time in personal and professional growth through audiobooks, webinars, conferences, and other educational resources.”

Thriving teammates

Professional Cleaning & Restoration Systems shares jobsite photos on its website to educate clients on its work.

Prihoda and her team’s technical expertise contribute to the business’s success, and they view education as an ongoing journey rather than a destination. In turn, the most effective step the company has taken to cultivate a thriving workforce is to hire the right team members by clearly defining what Professional Cleaning & Restoration Systems is looking for in each position. From there, candidates undergo a structured hiring process that includes phone, in-person, and group interviews—as well as “homework.”

“Throughout this process, we focus on evaluating how well they align with our team culture and how their experience connects to the needs of our business,” Prihoda said.

Team members are also encouraged to pursue IICRC certifications. Prihoda wants the company’s clients to know they’re hiring trained professionals.

But just as importantly, Prihoda wants employees to feel empowered and valued.

“We look to our employees to be our experts and to be our eyes and ears in the field to let us know if there is feedback, things that we need to change, or that we need to revamp this process,” Prihoda explained. “Without them having those certifications, and going to the IICRC classes, I really don’t see that they would be empowered enough in order to do that.”

Transitioning business strategy

Professional Cleaning & Restoration Systems is a second-generation company operated by Prihoda and her brother, Curtis Bloxam, who is the company’s co-owner and chief operations officer. Founded in 1987 by their father, the company initially focused on a niche market and specialized in apartment carpet cleaning. It offered services such as tenant turnover cleanups, stain removal, carpet dyeing, and repairs. However, in the early 2000s, the siblings recognized the opportunity to diversify into residential business while still maintaining a primary focus on cleaning. In 2010, they expanded into restoration, which led to the addition of a second division to the company. The company then operated under two names and brands.

With Professional Cleaning & Restoration Systems of Connecticut’s rebrand, the company merged the two previously fragmented brands into one cohesive brand.

Professional Cleaning & Restoration Systems offers a range of services for the whole house.

“We found how much easier it is under one brand name and the different traction we are able to get,” Prihoda said. “We still do a lot of the same things that we’ve always done.”

Currently, Professional Cleaning & Restoration Systems services commercial and residential properties by offering a wide range of services that include carpet, tile, upholstery, mattress, and area rug cleaning—as well as specialty stain removal and carpet dye, repair, and stretch work. Further, the company offers water damage mitigation, structural drying, and mold remediation. Most recently, the company has added dryer, vent, and duct cleaning—as well as a focus on humidity control, crawl space encapsulation, and indoor air quality solutions.

“We are really focusing on the entire property and making sure that we can provide our clients with the cleanest, healthiest, most comfortable homes possible,” Prihoda said.

With increasing environmental concerns—from wildfires and floods to poor air quality—she believes the industry is moving in a vital direction: total indoor wellness.

“We spend 90% of our time indoors,” Prihoda said. People deserve to feel good, safe, and healthy where they live, she explained.

Striving for a healthier future

The pivot to offering cleaning and restoration services under one umbrella allows Professional Cleaning & Restoration Systems to provide a comprehensive solution to clients. As Prihoda looks toward the future, the co-owner sees opportunities for her company and the broader industry. Bridging the gap between cleaning and restoration, she believes, is the path the entire industry is on.

“Who better than the people who are in the home, cleaning the textiles, and restoring the property after a loss?” Prihoda asked. “We’ve got all the intimate knowledge of that property to make it the cleanest, healthiest home possible.”

Watch the full interview below:

The post The 2025 Restoration Industry Leaders Review: Professional Cleaning and Restoration Systems of Connecticut appeared first on Cleanfax.

Under 911 Restoration CEO Miri Offir’s leadership for the last three years, the company has expanded to more than 110 locations, with plans to reach 200 locations across 600 territories. This year, it anticipates opening 30 to 40 alone.

Cultivating culture

This growth, however, hasn’t been without growing pains. After trying various approaches, including third-party recruiters, Offir learned that making recruitment a team effort produces the best results.

“Posting our own job ads on LinkedIn and encouraging our team to reshare posts and refer candidates who align with our culture has been our most effective strategy,” she explained.

Maintaining a strong, positive culture also is crucial.

Maintaining a strong, positive culture is crucial to 911 Restoration’s success.

“When existing team members feel valued and engaged, they naturally become advocates who refer quality candidates,” Offir said. “We also incentivize referrals, which strengthens our ability to attract people who share our values.”

Her advice for other restoration professionals is to focus on creating an environment where your team feels invested in the company’s success and sees themselves as part of the recruitment process. Given that the restoration industry faces significant workforce challenges—with labor shortages being a top concern across the sector—she believes this collaborative approach to hiring has been essential for continued growth.

“My biggest piece of advice is to see the people first,” Offir said. “Genuinely care about your team, get to know their strengths, goals, and what they’re passionate about. Keep open communication channels with everyone, so they feel comfortable sharing both challenges and ideas.”

Additionally, companies should strive to create an atmosphere of team collaboration. “Listen to your people, encourage collaboration, and ensure that their voices are truly heard,” Offir said. “Often, some of the best ideas come directly from team members who are closest to the work.”

Moreover, Offir encourages professionals to give their teams autonomy in making decisions within their roles and responsibilities. “It builds trust, ownership, and confidence,” she explained. “At the same time, always connect them back to the bigger picture—the company vision and goals. Help them understand how their individual contributions fit in and how they can continue to develop and grow within the organization.”

Ultimately, when people feel valued, heard, and connected to a larger purpose, they’re more engaged and motivated.

“That’s how you build and sustain a thriving workforce,” Offir said.

Building a stronger business

911 Restoration Founder Idan Shpizear and CEO Miri Offir welcome attendees to its National Franchise Convention.

One of the most significant challenges 911 Restoration faced this past year was navigating major structural, organizational, and system changes that the company implemented to better align with evolving market conditions and support its long-term growth goals. For example, internally, Restoration 911 focused on greater efficiency by implementing automation and custom artificial intelligence tools created by its developers—resulting in increased efficiency, ease of collaboration, greater communication, and stronger franchisee support.

On the marketing side, the restoration company is launching a new national website, which introduces more types of campaign services for its branches to support their growth and revenue objectives. Restoration 911 also implemented new automations to enhance SEO performance, which have already begun to drive more leads.

While these changes were necessary and strategic, the biggest hurdle was ensuring team-wide receptiveness and avoiding uncertainty or trepidation.

“Overcoming this required patience and intentional leadership,” Offir said. “We placed a strong emphasis on maintaining open communication channels across all levels of the organization, especially with department heads. We were transparent about the ‘why’ behind the changes—continually reinforcing the company’s vision, goals, and purpose so that everyone understood how their role contributed to the bigger picture.”

One key takeaway for Offir is that you can never over-communicate during times of transition.

“By creating space for honest dialogue, addressing concerns early, and staying connected as a team, we were able to turn initial resistance into shared ownership, and that made all the difference,” Offir explained.

In that light, 911 Restoration hosted new franchise training in July for five new franchisees, reflecting its continued commitment to proper onboarding and support.

Foundation for success

This year, 911 Restoration was named Forbes’ Best Water Damage Restoration Company and listed in CNN’s Underscored Top Mold Remediation Services as Best for Quick Response Times. Additionally, Entrepreneur Magazine ranked 911 Restoration among its 2025 Fastest Growing Franchises and Top Franchises Under $150,000.

Offir believes these successes derive from the company’s core focus of putting people first.

While innovation is critical, flexibility and adaptability are also non-negotiable in today’s landscape. “The market is constantly evolving, and staying ahead means we must research, adapt, and innovate continuously—never settling for good enough,” Offir said. “The ability to pivot and adjust quickly in response to market shifts has been vital to our sustained growth.”

Lastly, building a sales- and marketing-driven culture across the organization ensures 911 Restoration stays growth-focused and results-oriented.

“No matter how great your service or product is, it must be communicated effectively and reach the right audience,” Offir said. “When people, innovation, flexibility, and strong sales and marketing work in harmony, it creates a powerful formula for long-term success.”

Watch the full interview below:

The post The 2025 Restoration Industry Leaders Review: 911 Restoration appeared first on Cleanfax.

But as Byrom, founder of Restoration-OS and a longtime IICRC instructor, explained, today’s water damage claims are a very different story—and artificial intelligence (AI) is right in the middle of it.

AI is no longer some looming trend or gimmick—it’s here to stay, embedded in your smartphone, calculating your estimates, drafting your sketch, reviewing scopes, and shaving days off your billing cycle.

So what does that mean for you, the person actually wading through water, documenting drying logs, and arguing line items?

With decades of restoration experience and multiple software, businesses, and executive relationships, paired with his knowledge of claims, Byrom shared his expertise on the subject with the restoration community.

From floppy disks to LiDAR scans

You didn’t ask for this shift. “We were forced to use Xactimate,” Byrom reminded. “Not because people didn’t like your handwritten notes, but because the carriers wanted a standardized price list.”

Xactimate, among other products available in the marketplace, is one of the software systems that insurance adjusters, contractors, and restoration professionals use to create detailed property damage estimates. It uses advanced algorithms and a comprehensive database of repair and replacement costs. The process is highly automated, reducing the potential for errors and ensuring a high degree of accuracy. Its use was the first major shift to technology in the industry.

The earliest version was built off a group of contractors inputting their pricing on floppy disks. That evolved into national pricing averages, labor efficiency tracking, formula research, and the rise of unit pricing.

But what about AI? “AI is different,” Byrom said. “AI is when the system learns. When it starts making decisions based on data, it’s not just your calculator—it’s your assistant, estimator, and auditor. And it’s learning fast.”

Take measurement, for instance. “If you get a bad measurement on ceiling height, you miss out on cubic footage for dehumidification, on antimicrobial, on cleaning labor, on paint. You even lose your scaffold charge,” Byrom explained. “All because you measured 10 feet instead of 12 feet.”

Now, your iPhone can do it better. If you have a 12 Pro or above, you already carry a LiDAR (light detection and ranging) scanner in your pocket.

“Your phone doesn’t forget a measurement,” he said. “It doesn’t misread the tape. And it’s fast.”

Meet the new technician: AI

Byrom doesn’t just teach this stuff—he uses it. His 21-year-old son, Kyler, was recently conducting an inspection at a Hardee’s in flood-soaked Western Kentucky. Kyler’s no Applied Structural Drying (ASD) expert, just a normal, barely-passed Water Restoration Technician (WRT). But with Restoration-OS in hand, a LiDAR-equipped phone, and AI-powered sketch tools, he can generate a complete carrier compliant water sketch, scope, and moisture map documentation set on his own.

“It’s not because he’s the world’s best tech,” Byrom admitted. “It’s because he had the right tool.”

That’s the new reality: High-skill outputs from low-skill labor—when paired with the right tech. You don’t need a black belt in restoration to deliver a perfect sketch and inspection anymore. AI is doing the heavy lifting.

Speed, accuracy, and the estimate gap

At some point in your business, you’ve likely been told that claims need to be processed faster; that carriers expect a three-day turnaround on estimates. And if you’re like most contractors, you’re actually averaging nine.

“They say we need to speed up,” Byrom said. “But really, what they mean is this: We will be mandated to speed us up, if we don’t start doing it fast enough.”

Carriers and private equity groups are already investing heavily in AI for estimate generation and review technology. Byrom named tools like Yembo and Hosta A.I., which scan rooms, calculate costs, and even initiate homeowner payouts—all before you get on site. Some of these are coming out of academic leaders like the Massachusetts Institute of Technology.

“That check’s going straight into their account,” he said. “And then what? The homeowner calls around, looks for someone cheaper, and now you’re stuck supplementing.” Does that sound familiar? The auto body industry has seen how this changes up the business process since they have already seen this shift in auto claims.

How the bots really think

If you think AI is always accurate, think again. “Garbage in, garbage out,” Byrom said. “AI is only as smart as the data it gets.”

So, double-check everything, especially if you’re relying on tech to build your sketch or pick your line items.

“Is it fiberglass reinforced plastic or drywall?” Byrom asked. “Is it Category 3 or Category 2? Was it after hours? Weighted extraction? The AI won’t know unless you tell it.”

Even when an AI system recommends line items, you’re still the quality control. “You’re not the estimator anymore,” Byrom explained. “You’re the auditor.”

Context is king

Byrom shared a story about working with RICOH, the global tech company behind some of the best 360-degree cameras on the market.

He convinced them to integrate their imaging into his app, and now they’re exploring ways to teach AI how to recognize furniture by its cubic volume, weight, and even SKU (stock-keeping unit) numbers.

“Imagine scanning a room and instantly knowing how many vaults you’ll need or getting a suggested contents list and estimate built automatically,” he said. “That’s where this is going.”

Still, AI won’t know if the sofa’s medium-density fiberboard (MDF) is swollen from water damage. It won’t catch the nuance of customer distress. It won’t interpret context as well as you can.

“AI won’t get you paid faster,” Byrom clarified, “but it can help you submit faster. And submission speed is directly tied to payment speed.”

Who’s training whom?

Byrom provided one final takeaway: The best AI won’t come from big tech or software vendors—it’ll come from you.

“The algorithm only gets smarter when you feed it,” he explained. “If you build your own workflows, train your own models, and set up your own logic, it works for you—not against you.”

His app, Restoration-OS, is designed with that in mind: choose the materials, conditions, and damage levels, and the app automatically fills recommended equipment and scope line items. You’re not just guessing—you’re guiding.

And when you’re guiding, you’re still in charge.

The future is fast—and human

Yes, AI is here. It’s scanning rooms. It’s building estimates. It’s replacing pencil sketches with phone scans and turning technicians into data collectors. But as Byrom reminded us, “AI doesn’t replace judgment. It replaces repetition.”

The real challenge isn’t learning how to use it. It’s knowing when not to.

So next time someone says you’re behind the curve, remember what Byrom said: “You don’t have to be afraid of AI. You just have to be better than it.”

Watch the full interview below:

The post How AI is Rewriting the Rules of Documentation appeared first on Cleanfax.

Last year, Stellar Service Brands sold 30 new franchise locations, with 41% of these sales going to existing franchise owners. This year, Stellar expects to add 45 locations, including 30 Restoration 1 locations. Currently, the Restoration 1 network comprises approximately 170 franchise owners nationwide, with about 20 franchisees each operating under the Bluefrog and Softroc brands.

Successful transition

Stellar Service Brands CEO Jessica Wescott presented how strategic planning impacts Restoration 1 owner’s success at Stellar’s Annual Franchise Partner Summit.

Late last year, Stellar promoted Jessica Wescott as CEO. Throughout her career, Wescott has benefited from mentorship both within and outside the industry, having spent more than a decade working in operations, accounting, and finance. Wescott joined Stellar in 2022 as chief operating officer and chief financial officer and has since played a pivotal role in driving the company’s growth.

Wescott’s collaborative leadership, alongside former Stellar CEO Sherry Rose, built a highly experienced leadership team focused on providing a platform of brands that support its franchisees as they address the needs of residential and commercial customers. As Rose transitioned to the role of executive chairman of Stellar’s board of directors, Wescott’s appointment as CEO marked the next chapter in Stellar’s history.

“We’ve had a strong year of momentum and progress,” Wescott said. “As we stay focused on helping our franchisees grow and succeed, we’ve rolled out several high-impact initiatives—from enhanced communication programs that improve connection and clarity to new sales-building tools and training designed to drive performance at the local level. Everything we’ve done has been centered on creating more value for our franchise partners and supporting their path to success.”

Overcoming obstacles

Like many in the restoration industry, Restoration 1 has faced its share of challenges during the past two years.

“We’ve used this season as an opportunity to double down on the fundamentals,” Wescott said. “By staying nimble, we’ve supported our franchise partners in building sales, retaining and developing strong teams, and keeping a sharp focus on profitability. These foundational areas—people, revenue, and margin—continue to be the keys to long-term success, and they’ve guided how we navigate through uncertainty.”

Regarding hiring challenges, Stellar has adopted a relationship-focused hiring strategy—seeking individuals who not only possess technical skills but also thrive in a team, communicate effectively, and are customer-focused.

“Hiring the best people starts with aligning on culture and mindset,” she explained. “We’ve found that when you prioritize people who live your values and genuinely care about the work and the people around them, you build a stronger, more engaged workforce. That fit is what drives long-term success.”

Sustainable performance

Wescott shown with a group of local Restoration 1 franchise owners and members of the Restoration 1 headquarters support team. The Restoration 1 headquarters support team aids local entrepreneurs in making the brand them.

The restoration industry is a people business, and Wescott explained her company’s success is directly tied to the strength of its teams.

“One of our greatest strategies has been building and retaining high-performing teams who are aligned, accountable, and empowered to collaborate in a transparent, open environment,” she said. “We also place a strong emphasis on local selling, which has been a major differentiator for our franchisees over the past two years. By helping them build authentic, community-focused relationships, we’ve seen meaningful growth and sustained performance across the network. When people and customer relationships are the priority, success follows.”

Forward thinking

While the restoration industry continues to evolve, Stellar remains bullish about its business and the industry. Last year was a challenging year; insurance practices became more complex and were marked by a lower volume of water claims. Though Steller anticipates a loosening of insurance practices moving forward, Wescott said time will tell how all the recent weather events will impact industry norms.

“Our Restoration 1 owners are engaged in their communities; they are showing up for their neighbors,” she explained. “We’ve added a lot of new sales, training, and operational tools in the last six to nine months, and as those continue to roll out and we increase adoption, early indicators are very strong for their impact on franchisee revenues.”

From a franchising perspective, specifically in the restoration industry, Wescott explained that restoration is unique in that it is one of the largest industries.

“That said, the industry is still incredibly fragmented with so many local, independent owners,” she explained. While the future will show how that fragmentation shifts, Wescott remains optimistic about franchising.

“We believe the heart of what makes franchising really wonderful is this idea of local business ownership with a national brand behind you,” Wescott said. “For our Restoration 1 owners, we are very focused on the freedom to be local entrepreneurs and to make the brand them.”

Stellar is excited to have the opportunity to add more new owners and further the dream of small business ownership, Wescott added.

Watch the full interview below

The post The 2025 Restoration Industry Leaders Review: Restoration 1 appeared first on Cleanfax.

This edition focuses on fire prevention, revealing the top facility zones at risk of flames and providing tips for avoiding fires in these areas, including commercial kitchen exhaust systems. It offers a sneak peek into education sessions and networking opportunities at ������ý Show North America 2025 and shares results of a survey on menstrual product accessibility in public facilities. The newest CMM edition also gives best practices on securing emergency preparedness equipment, landscaping during all four seasons, choosing safer cleaning products, and removing dust.

Here’s a quick look at what you’ll find in this issue:

Five building areas at extra risk of flames

How rental can help with emergency preparedness and response

Managing small particles creates big benefits

Your cleaning career upgrade is at ������ý Show North America 2025

Period poverty survey examines product availability in public facilities

How to price jobs to win the bid and stay profitable

Cleaning products can deliver measurable wins for people, performance, and the planet

Focus on fire prevention during Fire Safety Awareness Month and all year long

A strategic landscaping guide for commercial properties

Check out the to see all this edition of CMM has to offer, including a at ������ý Show North America 2025.

The post Read the September/October 2025 Issue of CMM Online appeared first on Cleanfax.

“Let’s talk about what really happens,” said Darrick O’Day, lead public insurance adjuster and founder of Pine Hills Property Claims. He brings over two decades of construction experience to the table, and his approach is rooted in hands-on knowledge. He knows that insurance claims are rarely as straightforward as they look on paper.

A ‘simple’ claim

A simple claim process should involve the following steps: A loss occurs, the property owner files a claim, and the insurance company inspects the damage to make a fair decision. If approved, payment is made, and the work is completed. But is that fantasy?

O’Day said, “That’s all based on good faith and fair dealing. What actually happens? Usually a wrongful denial.”

O’Day is quick to acknowledge that not every denial is malicious. Discrepancies happen. But once a denial is issued, the policyholder has a choice: Walk away—or stand on the policy.

Standing on the policy: your duties after loss

Before an insurance company is obligated to take any action, the policyholder must fulfill what is known as their “duties after loss.”

O’Day emphasized how critical this step is—and how often it’s misunderstood.

“Most people think the insurer has an obligation to jump in and fully investigate and pay out,” he said. “But most policies are retroactive. You—the insured—have to act first.”

That means protecting the property from further damage, documenting repairs and expenses, cooperating with investigations, and preparing an inventory of loss. “They’ll want documents,” O’Day said. “They’ll want records. They might want an examination under oath. And yes, sometimes what they ask for feels unreasonable.”

Still, he advised clients and contractors to comply, document objections, and continue moving forward. “Ultimately, it’s not your call to decide whether their process is fair,” he said. “Let someone else—like an attorney or public adjuster—make that case later.”

Get the certified policy—and read it all

O’Day stressed that one of the most critical tools in this process is the certified copy of the insurance policy. This is not the one agents email clients or a brochure, but a certified copy. “It’s longer,” he said. “It’s denser. But it’s the only version that matters.”

Why? Because every clause in the policy can alter another. “Insurance policies are like legal riddles,” O’Day explained. “I highlight them in five colors. Green means you have coverage. Pink means it’s gone. Blue? Maybe it’s back.”

Even then, he noted, a certified copy is only as complete as the insurer allows it to be. “I’ve had companies certify policies that are still missing pages,” he said. “But at least you’re on record relying on what they gave you.”

Valuing the loss

Once a policyholder has their certified copy, the next step is to prepare an itemized valuation of the damage. This is where contractors often get involved—but there’s a limit.

“You can research local code,” O’Day explained. “You can estimate costs. But you can’t interpret coverage or apply policy exclusions. Only public adjusters or attorneys can do that on someone else’s behalf.”

That itemized valuation feeds into the “proof of loss,” a formal demand under the policy. Some states require insurers to respond within 30 days. Others? “There are no teeth,” he said. “But even then, filing it is critical. Until you do, your insurer has no duty to pay. The clock doesn’t even start.”

Release the undisputed money

One of O’Day’s favorite tactics is to remind insurers that if they’ve agreed to a certain value, they must pay it, regardless of what’s still in dispute.

“If you say, ‘it’s $138,000,’ and I say, ‘it’s $300,000’—great,” O’Day said. “You still owe me the $138K. Pay it. That part’s not in question.”

That same logic applies to checks that come before restoration contractors get involved. “Unless the check has a legal release written on it, cash it,” he advised. “Holding it doesn’t give you more leverage. It just lets them hold onto your money longer.”

When to push further

When insurers partially or fully deny a claim, the key is understanding what kind of denial with which you’re dealing. “A partial denial means they’re acknowledging some damage,” O’Day said. “A full denial means they say nothing happened at all.”

That difference shapes your path forward. From there, policyholders can request revisions, file complaints with the state, or trigger dispute resolution clauses, such as appraisal, arbitration, or litigation.

“And yes, once you’re in those lanes, things slow down,” he admitted. “Claims move at their own pace. Sometimes it’s fast. Sometimes, it’s like molasses. But you must follow the process.”

The roles of contractors and policy adjusters

O’Day was clear on the limits of contractor involvement. “You’re not allowed to negotiate a claim on someone else’s behalf unless you’re licensed to do so,” he said. “But you can advocate for your own invoices and question decisions.”

He encouraged contractors to ask tough questions when adjusters try to dispute line items: “Where are you calling from? Did you inspect the job? What are your qualifications? No? Okay, well then, we’ll proceed accordingly.”

He also emphasized the importance of distinguishing between mitigation and rebuild in your documentation, especially when policy caps are in effect. “Label things clearly,” he said. “Make it easy for someone reviewing the file to say, ‘This was an emergency. This is covered separately.’”

AI and the future of claims interpretation

When asked about using AI tools to interpret policies, O’Day didn’t shy away. “ChatGPT is a sword,” he said. “In the hands of a master, it’s powerful. In the hands of a novice? Dangerous.”

He encouraged the use of AI for insight, but cautioned against treating its output as legally binding. “Use custom prompts,” he explained. “Understand the definitions. Remember, some words are defined in statute, some in case law, and some in the policy itself.”

‘Good faith’ over ‘bad faith’

O’Day avoids accusatory language. “I never say ‘bad faith,’” he explained. “That’s for the courts. But I do ask, ‘How in good faith could you possibly decide this?’”

It’s a strategic move. Calling something bad faith too soon can change how an insurer handles the file. “They’ll redact documents, shut down communication, and gear up for litigation,” he explained. “That’s not always what you want.”

Do the work, know the game

O’Day offered five clear takeaways:

• Demand the certified policy.
• Read it in full.
• Fulfill your duties after loss.
• Submit a formal proof of loss.
• Understand what your contractor role does—and doesn’t—entitle you to do.

“This stuff’s complicated,” he said. “But it’s not impossible. Know your lane, know your rights, and do the job right from the start.”

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Here are 10 key strategies every professional should remember.

1 | The four principles of odor control

At the heart of every successful odor remediation job are four essential steps:

1. Remove the source: This is non-negotiable. Odors come from something—whether it’s urine-soaked carpet, mold-infested drywall, or decomposed organic matter. Without removing the source, no chemical or machine can provide lasting results.
2. Clean the source area: Deep cleaning of affected surfaces ensures that as many residues as possible are removed. Use appropriate tools and detergents, and don’t underestimate the power of hot, soapy water.
3. Recreate the conditions of penetration: If odor molecules entered under high humidity or heat, replicate those conditions to help release them during remediation.
4. Seal or treat remaining surfaces: As a last resort, sealing can help contain residual odor in structural materials that cannot be removed.

2 | Understanding the science of odor

Odors are made up of microscopic gas molecules. Because they’re so small, they can easily penetrate porous and semi-porous materials like drywall, carpet padding, wood, and upholstery. To remove them, consider the material’s structure, exposure length, and the odor molecules with which you are dealing.

Notably, psychological odors can be the toughest to handle when a person insists they still smell something even after odor removal is complete. In such cases, clear communication, validation, and expert documentation become just as important as cleaning.

3 | Locating the source: Tools and techniques

Never assume you know from where the odor is coming. Always verify by using a combination of tools, like:

• Black (UV) lights: These help identify urine stains but can also highlight detergents and other materials.
• Moisture meters: These help check subfloors or drywall for trapped moisture, especially when urine or water damage is involved.
• Your nose: Train your nose to recognize common, even if faint, odors, such as mold, bacteria, and urine. Field experience and intentional training both sharpen this vital tool.

4 | Pet odors: Persistent and personal

Pet urine is one of the most common and challenging odor complaints. Male animals tend to mark perimeters, while females may go centrally or in hidden spots. Over time, urine can seep through the carpet, pad, and subfloor, creating contamination layers.

Here are a few essential tips:

• Don’t rely on deodorizers alone; they only mask the problem.
• Identify the type of pet and behavior to help locate odor zones.
• Use enzymatic digesters for organic stains, but remember they take time to work.
• Consider complete removal of contaminated materials if they’re too far gone.

5 | The silent smellers

Even “clean” (Category 1 in a water loss situation) water can cause odor problems. Moisture activates bacteria in building materials, which begin to off-gas, producing that familiar musty smell.

Key advice:

• A musty smell equals active moisture. If it smells like mold, mold is likely present and growing.
• Odor is often your first indicator of an incomplete dry-out or missed material.
• Get it dry and keep it dry. Proper moisture detection and monitoring are essential to avoid long-term odor problems.

6 | Decomposition odors: High risk, high complexity

Decomposition presents a special challenge, not only because of the intensity of the odor but also because of its emotional impact on the client. Bacterial gases cause the smell as organic matter breaks down. These gases can penetrate everything. For severe cases:

• Use heat to expand materials and release trapped odor.
• Employ air filtration devices (AFDs) with carbon filters to absorb odors.
• Never attempt these jobs without proper personal protective equipment (PPE), training, and trauma-scene certification.

7 | Smoke odors: Tiny particles, big problems

Microscopic smoke particles press into materials during a fire, making smoke odor the hardest to remove.

• Depending on the severity, source removal comes first. This could mean cleaning or a full demo.
• Encapsulation or sealing may be necessary after thorough cleaning.
• Know your fire. The type (protein, synthetic, etc.) affects the odor’s behavior.

8 | Choosing the right tools

Because every odor job is different, your truck should always be stocked with:

• Black light and moisture meter
• Air filtration devices (with HEPA and carbon filters)
• Enzymatic and oxidizing agents
• Ozone or hydroxyl generators (appropriately and safely used)
• Detergents

Know when to use which tool and read the labels. Most mistakes come from misused chemistry.

9 | Educating clients and setting expectations

When quoting a job, walk clients through the process:

• Explain what’s causing the odor.
• Describe what steps are needed to resolve it.
• Offer options if they decline complete remediation (flush and seal vs. full removal).

Never guarantee complete odor removal unless you control all factors, including the whole source access and removal. If performing pet odor removal and the animal will remain in the home, that’s another factor to consider.

10 | Pricing it right: End game

Pricing odor work isn’t about square footage but time, labor, equipment, and risk. Determine your overhead, set an hourly rate, and charge based on job complexity. You’re not just cleaning; you’re solving a problem no one else can fix.

Odor removal isn’t about covering up. It’s about identifying the real problem and having the skills and tools to solve it. When you follow the core principles and educate your clients, you don’t just neutralize bad smells. You build trust, authority, and a reputation for excellence in your community.

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