Call 911 first
Use emergency services for an immediate threat to life, health, or structural safety.
Restoration Answer Center
Waiting for restoration help after property damage
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Emergency Quick Answer
People first. Property restoration comes next.
Active fire, smoke exposure, gas odor, electrical danger, collapse risk, medical distress, or trapped occupants belong with 911 or the appropriate emergency authority first.
Call Hugo after immediate hazards are addressed
When you contact Hugo, explain the condition you already know about and what help you have requested so far.
- Should I call 911 or a restoration company first?
- When should I call a restoration company?
- Is Hugo's emergency line available 24/7, and how quickly will a crew arrive?
- What information should I have ready when I call for restoration help?
- Should I call Hugo or submit the website form?
- What happens after I request restoration help?
- Should I shut off electricity, gas, or water during property damage?
- What if the property has contaminated water, heavy smoke, or an unknown residue?
- Can board-up or roof tarping be the first restoration response?
- What can I safely do while waiting for restoration help?
Questions in this category
Questions in this category
Urgent property condition
What can I safely do while waiting for restoration help?
Stay out of hazardous areas, keep people and pets away, follow authority instructions, and record changing conditions only from a safe position.
Read full answerClose answer: What can I safely do while waiting for restoration help?
Do not enter standing water, climb on a roof, disturb soot or mold, handle unknown contamination, or touch wet electrical equipment. Stop a water source or move an item only if the action is clearly safe and does not conflict with emergency, utility, or investigation instructions.
Keep the phone available, gather safe access and property-contact information, and note whether water, smoke, weather, or an opening is changing. Call 911 or the appropriate authority if a new life-safety, fire, gas, electrical, or structural danger appears.
Helpful next pages
Official sources
Related questions
Prepared by Hugo Fire & Water Restoration · Prepared
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Explore Related Answer Categories
Explore Related Answer Categories
11 answers
Safety
Safety offers related guidance for decisions about a damaged property while help is being arranged.
View category: Safety11 answers
Water Damage
Look under Water Damage for questions about the leak or wet materials involved in your request.
View category: Water Damage12 answers
Fire & Smoke
Explore Fire and Smoke Damage if fire-related property conditions prompted your call.
View category: Fire & Smoke10 answers
Storm & Hurricane
Read Storm and Hurricane Damage for weather-related concerns while you consider the next steps.
View category: Storm & HurricaneOfficial sources
Guidance sources for this category
External sources provide general public guidance. They do not replace instructions from emergency authorities, utilities, healthcare professionals, licensed specialists, insurers, or legal advisers.
Returning Home After a Natural Disaster (opens in a new tab)Centers for Disease Control and PreventionAfter a Fire (opens in a new tab)U.S. Fire AdministrationAfter a Hurricane (opens in a new tab)National Weather ServiceElectrical Hazards After Disasters (opens in a new tab)Centers for Disease Control and PreventionReady Business (opens in a new tab)Ready.govFlood Safety (opens in a new tab)Ready.gov
Still Need Help?
Talk with Hugo about the property damage
The contact choices below remain available if you need restoration assistance while waiting for further information.
Hugo provides insurance documentation support. Coverage and claim decisions remain with the insurance carrier.