Emergency Water Damage: Who to Call First

In a water damage emergency, knowing who to call — and in what sequence — can save hours of confusion and prevent secondary damage. Here is the recommended order for Australian property owners.

• 1. Emergency services (if life-threatening): Call 000 if there is immediate danger — rising floodwater, structural collapse, gas smell, or risk of electrocution. For storm and flood assistance that is urgent but not life-threatening, call the SES on 132 500.
• 2. Plumber (for burst pipes or supply leaks): If the water source is a burst pipe, leaking hot water system, or plumbing failure, call a licensed plumber to isolate and repair the source. Turn off the mains water at the meter while you wait if you can do so safely.
• 3. Restoration company (for extraction and drying): Once the water source is stopped or the storm has passed, a professional restoration company should begin water extraction and structural drying as soon as possible. Disaster Recovery connects you with IICRC-certified contractors — submit a claim through our platform to get matched within hours.
• 4. Your insurer (to lodge a claim): Contact your insurance company to report the damage and obtain a claim reference number. Do not wait for insurer approval before starting emergency make-safe — most policies require you to take reasonable steps to mitigate further damage.

When you contact a restoration company or submit a claim through Disaster Recovery, having the following information ready helps your contractor respond faster and arrive with the right equipment.

• Water source: Is it a burst pipe, appliance failure, roof leak, storm damage, sewage backup, or floodwater? This determines the water category (1, 2, or 3) and the equipment and PPE the crew needs to bring.
• Area affected: How many rooms? Which levels of the building? Is water still actively flowing or has it stopped? Approximate depth of standing water if present.
• Property type: Residential house, apartment, townhouse, commercial premises, strata building? Multi-storey properties and strata situations may require coordination with body corporate or building management.
• Access information: Street address, unit number, building access codes, parking availability for service vehicles, and who will be on-site to provide access. If the property is tenanted, confirm whether the tenant or landlord is the point of contact.

Emergency make-safe is the first phase of professional water damage restoration. Its purpose is to stop the damage from getting worse, stabilise the property, and protect occupants and contents.

Through the Disaster Recovery platform, the make-safe process is funded by your initial $2,750 commitment:

• $550 platform fee: Covers claim lodgement, contractor matching, documentation pack, and ongoing support throughout the project.
• $2,200 contractor credit: Applied directly to your emergency make-safe works including water extraction, initial drying setup, and damage assessment.

During make-safe, your IICRC-certified contractor will extract standing water, deploy drying equipment (air movers and dehumidifiers), take moisture readings to map the extent of damage, apply antimicrobial treatment where required, and document everything with photos and reports. After the make-safe, they will provide a formal contract with full terms and conditions for the remaining restoration scope.

Payment plans are available through Equipped Commercial Finance to help manage costs while you await your insurance reimbursement.

While waiting for your restoration contractor to arrive, there are several things you can do to protect your property and support your insurance claim.

• Document everything: Photograph and video all affected areas, damaged items, and the water source. Capture wide-angle room shots and close-up detail shots. Include a reference object (like a ruler or coin) for scale where possible. This evidence is critical for your insurance claim.
• Save all receipts: Keep receipts for any emergency purchases (mops, buckets, towels, temporary accommodation, takeaway meals). These may be claimable under your insurance policy depending on your cover.
• Move valuables to dry areas: If safe to do so, move electronics, documents, photographs, and other irreplaceable items out of the affected area. Place aluminium foil or plastic under furniture legs to prevent staining on wet carpet.
• Prepare for your insurer: Gather your policy number, claim reference number (if already lodged), and a list of damaged items with approximate values. Your Disaster Recovery documentation pack will supplement this with professional-grade evidence.