Your Right To Choose Your Contractor, And How To Choose Wisely

When disaster strikes your home or business—whether from water, fire, mold, or storms—you need a trusted, qualified property damage restoration contractor. But in the chaos of an emergency, many North Carolina homeowners feel pressured to go with the contractor assigned by their insurance carrier, or with a restoration company that shows up on an active fire scene. What many don’t realize is: you have the right to choose who restores your property.

In this guide, we’ll walk you through how to choose the right restoration company, what red flags to avoid, and why your choice can make or break your claims experience.

Can I Choose My Own Restoration Contractor?

Yes. In the state of North Carolina, insurance carriers are prohibited from “steering” you toward or away from any contractor. Whether you’re facing water damage, fire and smoke damage, or need specialty damage repairs, the decision of who enters your property—and restores it—is yours.

When you file a claim, your insurance company may send your claim to a managed repair network, also called a Third Party Administrator (TPA), who in turn will assign a contractor to you.. These contractors then work to meet expectations of the TPA, and agree to work for reduced scopes and pricing. These restrictions may leave the property owner feeling as though the contractor’s main priority is to serve the TPA, whose  main priority is minimizing the carrier’s cost—not protecting your property or your peace of mind.

Pro tip: Contractors assigned by TPAs often pay a fee of 5% or more of the total claim back to the TPA. 

Why Choosing the Right Contractor Matters

Imagine this: your carrier assigns a “preferred” vendor, but within days, you begin to wonder why the insurance carrier prefers their services. Is it to meet their needs or yours? You feel like the contractor is communicating with the carrier, but not with you. The appearance of your job site and the reviews you’re now reading makes you second-guess the quality of the work being performed. You ask your friends and neighbors for advice, and you then realize that if you were to select a restoration contractor to restore your home, it probably wouldn’t be the same company currently assigned by the TPA. You switch to a new contractor—only to find out the job wasn’t done properly and has to be redone, causing delays, increased costs, and added stress.

We’ve seen it happen.

At PHC Restoration, we often receive calls from property owners in the Raleigh, Fayetteville, and Lillington areas who feel stuck and frustrated. They trusted the carrier’s recommendation, only to find themselves managing multiple crews, questioning the quality of work, chasing updates, and worrying if their insurance claim, rates, or renewal will be affected. 

How To Choose a Property Damage Restoration Contractor

Whether you’re dealing with an immediate emergency or planning ahead, here are key steps to ensure you’re hiring a professional you can trust:

1. Ask Your Insurance Agent

A service-oriented insurance agent is your best ally during an emergency. Ask them: “Who would you trust to work in your home or office?” Often, they’ll give you a shortlist of reliable, local companies like PHC Restoration.

2. Evaluate the Company’s Online Presence

A professional, transparent website can tell you a lot about a contractor. Look for:

• Photos of real employees and jobsite images (not stock photos)

   

• Clearly listed restoration services, such as Water Damage Restoration, Fire & Smoke Restoration, or Mold Remediation

   

• Clean, organized job sites in photos—this reflects how they’ll treat your space

   

3. Read Reviews and Testimonials

A reputable restoration contractor will have positive reviews on Google, Facebook, and other platforms. Look for:

• Consistent 5-star feedback

   

• Professional responses to both positive and negative reviews

   

• A strong track record in your city (e.g., Sanford, Cary)

   

4. Confirm Licensing and Certifications

Check the NC Licensing Board for General Contractors to verify if the company holds a valid license (required for repairs over $40,000). Also, search the IICRC database to confirm certifications in:

• Water Restoration Technician (WRT)

   

• Applied Structural Drying (ASD)

   

• Fire and Smoke Restoration (FSRT)

   

• Odor Control Technician (OCT)

   

• Mold Remediation (AMRT)

   

• Contents Processing Technician (CPT)

These designations show the company is trained to handle the full scope of restoration services.

5. Ask The Contractor How They Will Handle Your Belongings

A great contractor doesn’t just restore walls—they protect everything inside them. Ask how the team handles contents cleaning and packout services. Will they store your items safely? Is everything cataloged? Will they bring in a subcontractor, or do it in-house?

Pro tip: It is possible to have a positive experience with a TPA-assigned contractor. Do your research and ask questions before an assignment is made.

Why PHC Restoration Is North Carolina’s Trusted Choice

At PHC Restoration, we’ve been serving homeowners and businesses in central North Carolina for over 50 years. We are a fully independent company with a customer-first approach. We are 100% family-owned. Unlike many restoration companies, we do not answer to private equity investors or to a national corporate office. We keep the customer’s best interest top of mind by not being affiliated with any third-party vendor networks—we work directly for you, the property owner.

Our certified team handles everything from water extraction and structural drying to smoke odor removal, mold remediation, and full-service reconstruction. With one point of contact and clear communication, we simplify the restoration process during stressful times.

Choosing the right restoration contractor can be the difference between a smooth recovery and a frustrating ordeal. You are the policyholder. You have the power to choose.

Whether you’re located in Lillington, Raleigh, or Southern Pines, PHC Restoration is ready to respond—quickly, professionally, and with your best interest at heart.

Need help right now? Contact us 24/7 for emergency restoration services.