Frequently Asked Questions

Red Cross guidance says to leave areas with sagging ceilings, structural damage, gas odor, or standing water near electrical equipment. Call 911 for an immediate life-safety hazard, a gas odor or a suspected electrocution. Stay out of the room until the hazard has been checked.

FEMA says to turn off electricity at the main breaker or fuse box only if it is safe. If the panel or the area is wet, wait for qualified assistance. Do not touch electrical equipment that is wet, and do not touch any electrical equipment while standing in water.

TDCI guidance says standard policies typically cover wind and wind-driven rain damage, but typically exclude storm water that enters without damage to the roof or walls. Your policy wording controls, so ask your insurer for a determination on your specific loss.

TDCI advises temporary protective repairs first, such as stopping continuing water entry, and inspection before permanent repairs where possible. Keep receipts for what you spend. Waiting for the inspection before permanent work gives the adjuster the chance to see the damage.

Where it is safe, keep damaged materials for inspection. Photograph and video the ceiling, walls and floor first, because TDCI and the Red Cross both recommend documenting damage. If the material is contaminated or unsafe to handle, ask the provider or the insurer how to proceed.

The Tennessee Department of Commerce and Insurance takes consumer questions about insurance policies at 615-741-2218 or 800-342-4029. Its website has a complaint page where you can raise a concern about how an insurer handled a claim. This is general information, not legal or insurance advice, and your policy wording controls.

No. The Town lists 901-853-3207 as the police non-emergency line for water and sewer emergencies after hours. Public Services at 901-457-2800 is the daytime line. Treat the after-hours number as a police dispatch route.

No. The Town lists 901-457-2240 for utility billing questions through its Finance department. It is the number for a question about a bill, not for water coming into the house. Use Public Services at 901-457-2800 during the day for water and sewer emergencies.

The Town says its crews will help determine the blockage location. If the obstruction is in the private line connecting to the Town's main, the crews will inform you so you can contact your plumber for repairs. The private line is the homeowner's to fix.

The Town says sewer backups are not typically covered by homeowners' insurance policies. TDCI guidance likewise lists backed-up drains and sewers among typical exclusions. Some policies add coverage by endorsement or separately, so ask your insurer what your own policy says.

Use FEMA's Flood Map Service Center at msc.fema.gov, or ask the Town Engineering Division at 901-457-2340 about a specific address. The Town's FEMA flood study took effect February 6, 2013, and the Nonconnah Creek areas were revised by a map change effective March 3, 2017.

The Town's Building & Codes Division at 901-457-2310 is the office to ask, and the Building Official is listed at 901-457-2320. Ask before starting electrical, structural or plumbing work. The Town also says residential projects that exceed $3,000 need a properly licensed contractor.

Leave the house first. The Red Cross advises leaving immediately if you smell gas or hear hissing, then calling the fire department once you reach safety. Call 911 for an immediate life-safety hazard, a gas odor or a suspected electrocution, and do not operate wet electrical or gas appliances.

Often the resulting accidental water damage is covered, subject to the policy, its exclusions, the deductible and maintenance provisions. TDCI advises telling your insurer promptly. Because every policy differs, ask the insurer for a determination that applies to your policy and your loss.

Standard homeowners insurance generally excludes flood damage. Separate flood insurance may be needed, and NFIP policies normally begin 30 days after purchase. A flood claim depends on the policy you hold, so check whether you have flood coverage before you assume you do.

Under Tennessee rule 0780-01-05-.08, within 60 days after receiving properly completed and executed proofs of loss, the insurer must accept or deny the claim or notify you that more investigation is needed. If the investigation stays incomplete, it must send letters with reasons 60 days after that notice and every 60 days thereafter. Payment is due within 30 days after it affirms liability, if the amount is determined and not in dispute.

Hiring a public adjuster does not ensure payment. In Tennessee, the fee is capped at 15% of settlement proceeds if the contract precedes the insurer's offer, and after an offer at 25% of the increase over the insurer's last offer before the contract. Read the fee, scope and cancellation terms before you sign.

It depends on project cost. Collierville's Building & Codes page lists a state home improvement contractor license for residential projects between $3,000 and $25,000 and a state general contractor license for projects exceeding $25,000. Ask the provider which license applies to your job.

Photograph and video the source of the water, the affected rooms, the ceilings, walls and floors, and the contents, before anything is moved or thrown away, when it is safe to do so. TDCI and the Red Cross both recommend documenting damage, and receipts help too.

No. It is an independent guide that helps homeowners find a local water damage restoration provider. It does not send crews or do the work. The pages explain who to contact, what to ask a provider and what the local and Tennessee rules say.

FEMA's Ready.gov flood fact sheet warns that wet carpeting, furniture, bedding and other items holding moisture “can develop mold within 24 to 48 hours.” EPA says mold generally will not grow if wet or damp items are dried within 24-48 hours, and CDC advises drying fully and quickly within that period after a flood.

Tennessee Department of Health guidance does not recommend routine testing as a first step, and CDC and EPA guidance is similar. Their advice is to fix the moisture problem and clean or remove visible mold. There is no national standard for a safe level of mold.

There is no separate Tennessee state license for mold assessors or remediators. A contractor license may still apply depending on project cost. Tennessee requires a contractor license when acting as a prime contractor on projects costing $25,000 or more. In Shelby County, a home improvement license is required for residential remodeling projects costing $3,000–$24,999.

FEMA/Ready.gov guidance advises that anyone with asthma, lung disease or immune suppression should stay out of buildings with visible or suspected mold. Keep them out of the area until the moisture problem is fixed and the mold is dealt with, and ask a provider how to handle a larger or more contaminated space.

EPA says unsalvageable mold-contaminated materials should be double-bagged in polyethylene bags that are at least 6 mil thick. Do not attempt work that risks mold exposure or structural or electrical injury. A restoration provider can handle larger jobs where the risk is greater.

Yes, the contamination adds risk. FEMA says to keep floodwater-contaminated materials separate and use protective clothing. Restoration practice treats sewage and rising floodwater as heavily contaminated, so a professional assessment and protective controls are appropriate before anyone starts removing materials.