Gateway/FAQ
Frequently asked questions.
What homeowners ask us, organized by topic. If you don’t see your question here, call, we’d rather answer it on the phone than have you guess.
Emergency & response
What happens when I call about water damage?
How fast can you actually get here?
Call for the current arrival estimate. Availability depends on the location, weather and active dispatch queue.
Do you really answer the phone at 3am?
Call the emergency number at any hour to request help and confirm crew availability.
What should I do until you arrive?
Stay out of standing water where electricity may be present. Contact emergency services or the utility if there is an immediate hazard. Document damage only from a safe position and ask the restoration team what work is appropriate before disturbing materials.
What if the source is still active?
Tell us whether water is still entering the property. Source repair may require a plumber or another qualified trade; confirm who will arrange that work.
Can I text instead of call?
Call for an active water emergency. Confirm available communication options for non-urgent questions.
Water damage
What water damage can save and what it cannot
Will my insurance cover this?
Coverage depends on the cause of loss, policy terms, endorsements and exclusions. Gateway can document observed damage; your insurer determines coverage.
How long does drying take?
Drying duration depends on the affected materials, moisture conditions, contamination and access. Ask for a project-specific estimate and updates as the work progresses.
Can I save my hardwood floor?
Whether hardwood can be retained depends on its condition and the extent of moisture damage. An assessment is needed before deciding on drying or replacement.
What about my carpet?
Carpet and padding need separate assessment based on contamination, saturation and condition. Ask which materials can be cleaned and dried and which need replacement.
Do I need to leave the house during drying?
Occupancy decisions depend on hazards, contamination, containment and the work area. Ask the project team about access restrictions; seek qualified medical advice for individual health concerns.
Do I need to throw out everything that got wet?
Wet belongings need assessment by material, contamination and condition. Ask about handling and restoration options before discarding items or trying a preservation method.
Mold
Mold testing and remediation questions
Do I really need a test, or can you just look at it?
An independent inspector can determine whether sampling would answer a specific question. Samples are collected by an independent inspector or industrial hygienist and analysed by an independent laboratory; Gateway handles moisture assessment and remediation.
How much does a mold inspection cost?
Ask the independent inspector for a written sampling scope and quote, including laboratory fees. Gateway quotes remediation separately.
Will my insurance cover mold?
Mold coverage, limits and exclusions vary by policy and cause of loss. Ask the insurer to identify the terms and endorsements that apply to your claim.
When can I move back into the room after remediation?
Confirm completion criteria and any access restrictions with the project team and independent inspector where involved. A fixed waiting period does not establish suitability for every property or occupant.
Is black mold actually dangerous?
Color alone does not identify mold or establish its health implications. Address the moisture and affected materials, and ask a qualified medical professional about individual health concerns.
Insurance
About claims & carriers.
Do you bill insurance directly?
Confirm any billing authorization, payment recipient and amounts you may owe before work begins. Direct billing does not guarantee coverage or eliminate costs beyond the deductible.
What if my carrier denies part of the scope?
Additional documentation may help the insurer review a disputed scope. Ask for the reason for its decision and the applicable policy terms; a supplement does not guarantee approval.
What is Xactimate?
Line-item estimating software can organize the restoration scope and costs for review. Using a particular format does not guarantee faster approval or payment.
Will my premiums go up after a claim?
Premium and renewal effects depend on the insurer, policy, claim history and other underwriting factors. Ask your agent or insurer about your circumstances.
How big does my deductible need to be before it’s worth filing?
Compare the estimated loss, deductible and policy terms, and discuss the reporting requirements and possible claim implications with your insurer or agent. There is no universal deductible multiple that determines whether to file.
Service area & logistics
Coverage, scheduling, scope.
Where do you cover?
Gateway serves Greater St. Louis communities in Missouri and Illinois. Confirm availability and the current arrival estimate for your address.
Do you handle commercial properties?
Ask about availability and scope for your commercial or multifamily property, including access and property-management requirements.
Do you do the rebuild too, or just mitigation?
Confirm whether your proposal includes mitigation, reconstruction or coordination with a separate contractor. Responsibilities and pricing should be clear in the written scope.
Can I get a written estimate?
Request a written scope and estimate, and confirm any assessment charges and the documentation format needed for an insurance claim.
Question not on the list?
Call. Live phone, twenty-four seven.