the restoration process

Restoring What Matters Most, With Care and Precision
1. INICIATE YOUR  CLAIM
  • Call Us at 816-799-0057—We’re available 24/7.
  • Claim Received: We will contact you to discuss the damage details and schedule an assessment of your property.
We Send You Important Documents:
  • Work Authorization – Grants us permission to access your property and perform the restoration work.
  • Direction of Payment – Allows your insurance company to pay us directly.
  • Welcome Letter – Outlines our process and what to expect.
  • Company folder (One Drive) - Our team will share a cloud-based folder containing the key documentation needed to keep you informed at every stage of the process.
  • Review and Sign – Please review and return the signed documents. Without your signature, we cannot proceed with the restoration work. By signing these documents, you authorize our team to perform the work in accordance with our company policies and best practices.
2. ASSESSMENT AND PLANNING 
Scope Meeting: Your assigned project manager will inspect and document the damage. In some cases, your adjuster may also join us.
What to Expect:
  • Documentation & Photos – Our team will document all critical details, including valuable items, the number of affected rooms, and non-restorable items, and capture images to build your claim file.
  • Emergency Clothes Service – If needed, we can clean essential garments with a 3-5 business day turnaround and deliver them.  *At the end of the scope meeting, please present them so our team can take them to start the process.
3. PACK OUT
  • This marks the beginning of our service.
  • After the scope meeting, our Job Coordination team wi​ll contact you to schedule the pack-out.
  • Depending on the size of your property and the affected areas, the process may take several days. The timeline is also influenced by the number of items involved and how quickly our team can safely progress. Please be assured that our team is working diligently and efficiently to complete the work as quickly as possible while maintaining the highest standards of quality
  • Your presence is optional: Your presence is optional. You may either provide access to the property or choose to be present during the work. If you do decide to be on site, we kindly ask that you allow our team adequate space to perform their work. The project manager will provide direction and oversee the process to ensure everything runs efficiently. Your suggestions are always welcome; however, please understand that our goal is to work effectively and help you return to normal as quickly and smoothly as possible.
  • Confirmation Email: We will send an email with the schedule and details.

What Happens During the Pack-Out?
  • Inventory & Packing – We carefully barcode, pack, and transport your items to our facility.
  • Non-Restorable (NR) List – We identify non-restorable items and provide the list to your adjuster.
  • Storage – Items are securely stored at our own facility and remain under our exclusive care and control. This ensures they are fully protected by our team throughout the storage period. Please note that partial deliveries or visits to inspect individual items are not permitted.​​
DEBRIS REMOVAL – This may take place on a different day than the pack-out, depending on our team's availability and dumpster service. We'll coordinate with you to ensure a smooth process.
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What to Expect:
  • Specialized Personnel – Our trained team ensures safe and efficient disposal.
  • Proper Disposal Equipment – We arrange suitable disposal solutions.
4. RESTORATION AND STORAGE
Once we receive your written authorization and your items arrive at our facility, the restoration and cleaning process will begin.
  • Inventory – A detailed inventory is conducted to ensure nothing is missed. Our specialists inspect and catalog each item to determine the appropriate care. 
  • NR List Review – We coordinate with your adjuster to finalize paperwork.
  • Estimate – We prepare an estimate based on the type of damage and the required restoration or cleaning services and submit it directly to your adjuster, who will review and discuss it with you.
  • Cleaning & Restoration –  During this time, your items will be placed in our Ozone Treatment Room. Ozone, the second most powerful sterilizer in the world, effectively eliminates bacteria, viruses, and odors from fabrics in a safe manner. 
  • Reject from production: We will make every reasonable effort to clean and restore each item. However, there may be instances where, despite a full cleaning and restoration attempt, an item cannot be successfully restored. In such cases, we will provide the adjuster with a detailed list confirming that the item was cleaned, but the restoration process was unsuccessful.
  • Storage – Your items are safely stored in our facility until they are ready for delivery.
What To Expect:
  • Attention to Detail – We use advanced ozone machines and dry-cleaning services.
  • Realistic Expectations – Some items may not return to their original condition due to damage.
  • Transparency – We will inform you if further restoration is not possible.​
5. PACK BACK/DELIVERY
To ensure smooth coordination, please request your delivery at least two months in advance by emailing [email protected] with the following details:
  • Expected move-in date
  • Delivery address
  • Contact information
  • The type of items we are storing for you (contents, textiles, or both)
After receiving your request:
  • Delivery dates are scheduled on a first-come, first-served basis and will be confirmed in advance. Please note that delivery will be completed only after the claim has been fully paid. If payment has not been secured, we will be required to retain the items until payment is received.
  • You’ll receive a call or a confirmation message with the details.
What to Expect:
  • Review Period – You have 45 days to inspect your items and report any issues.
  • On-Site Support – Your dedicated project manager will be present to assist.
  • Careful Handling – Items are returned in restored condition.
  • Seamless Coordination – We work with your insurance to ensure a smooth process.
If your temporary residence cannot accommodate your items, Arrow offers storage options for you and your insurance company. Full delivery must be accepted within two weeks of your return to a permanent residence.
CUSTOMER SATISFACTION
​At the end of the process, your project manager will provide a COS document for feedback to help us improve our services.
POST CLAIM/ FOLLOW UP 
​​​One month after delivery, we’ll send a follow-up email to check in and ensure everything is in order.

Recommendations for a smooth process

  • Separate Important Items – Set aside anything you need immediately.
  • Notify Us in Advance – Provide ample notice to ensure smooth scheduling.
  • Be Patient – Scheduling may take longer during high-volume periods.