FAQ

If you are at fault for the damage, or if the damage originated from your unit, the condominium corporation may choose to assess you for the amount of the corporation’s insurance deductible. Your homeowner’s insurance may cover this amount, in which case you will be assessed only the deductible on your own homeowner’s policy (e.g. $1,000 to $100,000).

If you have a unit owner’s insurance policy or a tenant’s insurance policy, your belongings (‘contents’) may be covered, depending on:

• How the damage was caused.
• The limit of your insurance policy.
• The deductible of your policy.

Exclusions, limitations, or subjectives on your policy. It is your responsibility to contact your insurance representative and open a claim under your policy.

In the event that you are displaced from your home due to the loss, your owner’s or tenant’s insurance may cover Additional Living Expenses (ALE). It is important to note that noise from drying equipment is not typically considered by insurers as a trigger for Additional Living Expenses (ALE) coverage.

Whether you are an owner or a tenant, condominium legislation outlines what the condo corporation is responsible for insuring. Regardless of fault, the corporation’s policy must insure the structure (common property & units). Owners and tenants require a policy for the things that a corporation is not responsible to insure, such as personal contents, improvements and betterments, and additional living expenses. Each policyholder must open their own claim and the insurance adjusters for each party will communicate.

The answer to this question depends on your individual insurance coverage and whether it covers Additional Living Expenses (ALE) – most policies do cover ALE. Talk to your adjuster about your coverage.

If your loss is not covered by insurance for any reason, you are responsible for paying your portion of the claim.

‘Contents’ refer to any of your belongings that can be packed in a moving truck if you were to change residences. This might include: documents, books, clothing, machinery, office equipment, furniture, artwork, antiques, media, electronics and more. Appliances may have to be sorted out by your individual insurance adjuster, depending on the condominium corporation’s bylaws. The ‘structure’ is the building’s infrastructure such as the floor, ceilings, walls and can sometimes include the plumbing, electrical and mechanical components as well.

‘Betterments and Improvements’ in a condominium are upgrades over and above the base builder spec or, as of January 1, 2020, over and above the Standard Insurable Unit Description (SIUD). The corporation’s bylaws determine who is responsible to insure Betterments and Improvements. For example, if your condo was originally carpeted, and you or a previous owner have installed hardwood flooring, the hardwood is considered a Betterment or Improvement. In the event of water damage, the corporation’s policy would cover up to the value of the carpet and the owner’s policy would cover the difference in cost between the carpet and the hardwood (e.g. the improvement).

The condominium corporation’s insurance policy will cover damages to the structure. The unit owner’s insurance policy will apply to damages to personal belongings, unit owner improvements, betterments, and either Additional Living Expenses (ALE) or loss of rental income. If there is a tenant, the tenant’s policy will apply to the contents and any Additional Living Expenses (ALE) portion of the claim.

The only way to know with certainty if your loss is insured is to get an opinion from your insurance representative. Generally, insured losses are those that are deemed to be ‘sudden and accidental’ in nature.

In most jurisdictions, there are detailed and specifi c sampling requirements to ensure that a ‘representative sample’ is taken. A single sample may not provide a representative analysis of the built environment.
Further, it is common that samples taken by untrained individuals are taken incorrectly, in particular, when sampling ceiling stipple and drywall joint compound. Without collecting a true ‘core’ sample, it is common that results may produce a false negative. It is always recommended that samples be collected by an Industrial Hygienist or trained individual.

Asbestos removal, often called asbestos abatement, is regulated by the health and safety protocols of the jurisdiction. In Alberta, removal of ACM is regulated by the Alberta Asbestos Abatement Manual (bit.ly/3vanGGg). The manual outlines all the steps to removing asbestos safely.

Workers or individuals who remove asbestos must have a minimum level of education to remove low and moderate risk forms of asbestos and must have a government issued certificate to remove asbestos considered high risk.

In Alberta, all asbestos removal projects must be reported to the government 72 hours prior to the start of the asbestos removal. Many work sites are routinely inspected to ensure the safety procedures outlined in the Alberta Asbestos Abatement Manual are being followed.

You can assess the types of materials used and research the time frame in which those materials were installed. If the material was installed prior to 1993 and is a material that commonly contains asbestos, laboratory samples will be needed to determine whether there is asbestos. It is recommended to contact an Industrial Hygienist to assist with collecting asbestos samples for laboratory analysis.

Asbestos abatement is a regulated activity. If asbestos is correctly identifi ed and abated according to its risk level, areas will be safe following the removal of the ACM. Guidelines for Asbestos Abatement are clearly outlined in most jurisdictions. In Alberta, guidelines can be found at: bit.ly/3vanGGg

The definition of ACM changes by jurisdiction. In some jurisdictions ACM is defined by any material containing more than 1% asbestos. In Alberta, material containing any amount of asbestos, even trace amounts, is considered ACM.

Asbestos sites are controlled specifically to prevent cross contamination into adjacent environments. As such, being outside a properly controlled abatement site is not considered to pose a health risk.

Friable refers to the level of brittleness of the ACM. The more crumbly or ‘friable’ the ACM is, the more likely the inhalation risk and the higher the resulting health risk.

Occupational Health and Safety (OH&S) regulations for the province of Alberta require that all asbestos abatement companies have trained staff, safe work practices and safe job procedures in place to remove and dispose of asbestos safely. This includes completing and filing Notice of Project documents for asbestos removal with OH&S at least 72 hours prior to conducting an abatement. For abatements that are considered ‘High Risk’ all workers must also have a government issued Asbestos Certification or ‘ticket.’

Asbestos is a naturally occurring fibrous mineral. It has thin, needle-like fibers that, when inhaled, can imbed deeply into the lungs and cause health issues. Asbestos is a light, durable, flexible, sound resistant, fire retardant and durable material that has many attributes which lead to its inclusion in numerous building products. Products containing asbestos are often referred to as Asbestos Containing Material (ACM).

Many products that at one time contained asbestos are either no longer in use or have been replaced; however, some asbestos-containing products, such as friction materials and cementitious drainage pipe, continue to be imported into the province of Alberta. Some examples of the types of products that contain asbestos include:*

• Vinyl asbestos tiles
• Floor leveling compound
• Plaster or drywall jointing materials
• Insulation
• Fireproofing spray
• Asbestos-cement siding panels
* Information taken from the Alberta Asbestos Abatement Manual, Section 1.2,

The manufacturing of most ACMs was banned in Canada in 1979, but many non-friable materials continued to be produced. Stockpiles still exist and asbestos products can be found in buildings built into the early 1990’s. As of December 30, 2018, the Prohibition of Asbestos and Products Containing Asbestos Regulations prohibit the import, sale and use of asbestos and the manufacture, import, sale and use of products containing asbestos in Canada, with a limited number of exclusions.

A quick look at the Alberta Asbestos Abatement manual, a document that outlines government regulations to remove asbestos, (bit.ly/3vanGGg) will help people to understand why removal of asbestos is so costly. Outlining the government regulations to remove asbestos will help people to understand why removal of asbestos can be costly. Items such as containments, negative air machines, powered air purifying respiration devices, showers, disposal fees, hygienists and testing fees are all what drives the high cost of abatement.

If inhaled, asbestos can become trapped deeply in the lungs and over time lead to health issues including Lung Cancer, Asbestosis and Mesothelioma all of which can be fatal. These conditions can manifest many years after exposure to asbestos.

However, if asbestos is undisturbed and not being inhaled, it does not pose an immediate health risk. As such, many building materials that contain asbestos (ACM) that are left in place and undisturbed are not considered a health and safety risk even in public spaces.

Construction activities that cause a disturbance to these ACMs need to be managed properly to prevent asbestos fibers from becoming airborne. Emergency construction activities such as those associated with unplanned disturbance to asbestos must be carefully managed to prevent unplanned exposure.

Make a list of items (including food items) deemed nonrestorable. Make a copy for your insurance company and keep one for yourself. If you choose ProStar to assist with your contents restoration, we offer tools on our Customer Contents portal that will assist with this process.

ProStar employs many state-of-the-art restoration techniques and works with a network of professionals who can restore a wide range of specialty items. We work with your insurance adjuster to identify and address items requiring special attention.

Furniture is assessed on a case-by-case basis. Often, furniture can be dried, cleaned, deodorized, and restored successfully. Common factors that result in furniture being unsalvageable include sewage contamination, permanent swelling, staining, discolouration, and damage that is a direct result of the loss.

You will receive a general list, including photographs, of all the items removed from your home. You will receive a detailed list, including photographs, of all items deemed unsalvageable. Because most insurance policies have coverage limits pertaining to contents, we do not provide the same level of descriptive detail for salvageable items as we do for unsalvageable items. This helps to manage overall claims costs and preserve your coverage limits for use towards the replacement cost of the unsalvageable items.

Noise alone is generally not a factor that is considered in this determination. Usually, the main factors in determining liveability include health, safety or access to essential services such as heat, water, or washrooms and the general scope of involvement.

Fans, dehumidifiers, and other drying equipment are placed in properties to reduce the moisture caused by water damage. Typically, it takes 2 to 7 days to dry a structure. During this time, equipment is monitored every 24 to 48 hours to determine if the structure is dry.

If you are vacating the premises, please take your pets with you. If your pets will remain on site, please provide your ProStar project manager with details about your pets, and our staff and contractors will make the necessary accommodations.

No. The equipment cannot be turned off. Turning off the equipment may void the warranty on the work OR may result in additional costs being billed to you as the drying process will be slowed.

We attempt to use environmentally preferred products whenever possible. The products used are dictated by the nature of the cleaning requirements. Our trained technicians can provide you with Safety Data Sheets (SDS) for any of our cleaning products or you can download them from our website.

Failure to properly remediate an emergency situation can have serious effects, such as voiding your insurance coverage or allowing harmful microbial growth to begin. Failure to remediate in a timely fashion could increase future repair costs.

If your power bill increases due to usage related to the claim you may claim the additional expense by submitting your recent bill along with bills from prior periods – the difference will be considered as part of your claim.

Yes. Your ProStar project manager will communicate with your insurance agent or adjuster after you have called them to file a claim.

You could be required to deal with two adjusters – one for your own claim and one for the condo corporation’s claim. If you have a tenant, there may be a third adjuster handling the tenant claim.

You should advise ProStar of your insurance company, policy number, and claim number, as well as your adjuster’s name, company, and contact information.

Contact the ProStar project manager assigned to your file. They are your first point of contact for any concerns.

Always consult a professional before proceeding with home mold remediation eff orts. When mold problems are minor, international remediation guidelines provided by The IICRC (Institute of Inspection, Cleaning and Restoration Certification) require experts to instruct the public on how to remediate the problem themselves. As part of our on-site consultation package (when circumstances dictate that the problem is minor), our team will provide specific advice to homeowners on appropriate home remediation techniques.

Without laboratory testing, even a microbiologist could not conclusively identify a mold variety from a site visit. However, industry professionals can make certain assumptions with respect to the mold variety and based on the type of materials the mold has attached to, they can also determine the corresponding level of toxicity.

Specifically, when building materials containing cellulosic or organic materials have been affected, generally toxicity is suspected. The most common examples of these materials are drywall, cardboard and linoleum (due to the paper backing). Elemental or synthetic materials such as concrete, insulation, vapour barrier, ceramic tile and acrylic materials are typically not suspect as these are not organic materials. Wood products of a composite nature that contain glues and formaldehyde are often an excellent food source for certain toxic
mold varieties.

Common examples of this type of composite materials found in buildings are Medium-density fiberboard (MDF), oriented strand board (OSB) and K3 subfloor boards.

Mold is generally found because you can see it or smell it. You may also suspect it exists due to resulting health consequences experienced by you, or occupants of the home or business.

If you think you have mold, there are a few questions you must ask yourself prior to taking action to remediate.

1) Can you SEE the mold?

If you CAN see active mold growth:

1. Do not disturb the mold by touching it or causing air to blow on or near it. Many problems are made worse by people who attempt to complete uninformed home remediation and cleanup attempts.
2. Call us for a free telephone consultation, as circumstances and remediation techniques are widely varied and you will need personalized advice.

Before you call, please be ready to answer the following questions:

• What does the mold look like?
• What material is the mold growing on?
• Is the area wet and/or are you aware of the source of water entry? (e.g. leaks, humidity, etc.)
• Is this a new problem or have you noticed it before?

ProStar provides free information over the phone and will do a personalized onsite consultation in your home for $150 – $250. In the event that the problem is small and can be cleaned up without the professionals, we will provide full instructions on how to clean up the mold as part of our consultation fee. If you CANNOT see the mold but suspect you may have a mold problem due to a persistent odor or smell, be aware of the following:

2) Can you smell the mold?

1. Odor is a primary indicator of mold colonization. Because mold is a living organism, it ‘off-gasses’ as it grows. The industry term for this off-gassing is mycotoxin. Off-gassing or mycotoxin causes the musty smell associated with mold and is a primary indicator of mold colonization even when there are no visible signs of mold growth.
2. In order to remediate mold it is necessary to locate the source of colonization and the corresponding water intrusion. When odor is the primary indicator of a mold problem, our team can help you locate the source of
   colonization.

Call ProStar’s mold experts for a free telephone consultation to receive personalized advice. Before you call, please be prepared to answer the following questions:

• Where in your home is the musty smell most prominent?
• Are there certain conditions when the smell is present and certain conditions when it is not?
• What are the possible sources of moisture intrusion (condensation, leaks, flooding, etc.)?
• Is there any staining or watermarking present on drywall near the source of the odor?

3) I think mold is making me sick.

If you CANNOT see the mold but suspect you may have a mold problem due to possible suspected health impacts, please be aware that:

1. Mold is only one of many potential indoor air quality contaminants that can lead to health consequences. If you suspect this to be an issue, call us for an individual consultation. One of our expert team members will ask you a series of clarifying questions that may help you to determine if mold and the resulting poor indoor air quality may be an issue in your home.
2. If health issues are your primary concern and you can see no visible signs of mold growth, often the best first step is indoor air quality testing provided by a reputable firm. We can provide a referral to a reliable and
   knowledgeable firm that would be happy to help you.
3. Mold is everywhere, so why is it such a big deal? It is true that mold spores are naturally occurring in our environment and are indeed ‘everywhere.’ However, when certain types of spores exist in our homes in higher than average concentrations, they may negatively impact our indoor air quality and can be the source of health concerns for some individual.

NEVER spray anything at an active mold colonization. Mold spores are hydrophobic and become airborne when attacked by an aerosol. It is a common myth that there is ‘a spray that kills mold on drywall.’ Mold spores can only be killed by incineration. Otherwise, to eliminate mold spores they must be removed, collected or trapped. Nonporous surfaces that do not provide a food source for mold (like concrete, metal, glass) can be cleaned and salvaged. However, porous surfaces impacted by active mold growth must have the mold physically removed by way of removing the contaminated material. Antimicrobial agents or mold inhibitors are chemicals that deter or retard the growth of mold while water is removed from a structure. These products DO NOT kill mold spores.

Because mold spores are naturally occurring in our environment they cannot be entirely eliminated from our homes. In order for mold to grow it requires a spore (like a seed), a food source (organic material such as paper, wood, and hundreds of others), a source of moisture (water) and time. In order to control mold growth indoors, the only variable that can be controlled is moisture. Detecting and eliminating sources of water intrusion into homes is critical to the process of mold remediation. Our expert team will help you locate and eliminate the source of water intrusion. We can also provide guidance on how to limit exposure for future
occurrences. We use state-of-the-art technology to assist us in this process.

Mold is a furry or woolly growth on the surface of organic matter. It takes on many colours, forms and shapes.

Mold is defined as any of the various fungi that often cause disintegration of organic matter. ‘There are more than 100,000 species of mold. At least 1,000 species of mold are common in Canada. Some of the most commonly found are species of Cladosporium, Penicillium, and Aspergillus.’ – An excerpt from Facts About Mold for Homeowners by Alberta Health Services

ProStar charges between $150 to $250 for an on-site consultation plus a minimum charge of $400 for any remediation activities undertaken after the consultation. Typically, remediation projects range anywhere from $1,000 to $10,000 or more depending on the scope and severity.

There are thousands of known types of mold. Some are toxic to humans when experienced in high concentrations and others are harmless. Our experts can help you determine the potential health risks of mold in your home or business. Call today for a free consultation with one of our experts.

Any firm that you use to provide mold remediation services should hold a certifi cation from The specifi c IICRC certifi cation is called Applied Mold Remediation Technician (AMRT). The specific certification is called an Applied Mold Remediation Technician (AMRT).

Mold spores are highly susceptible to air movement. An active fungal colonization the size of a toonie can harbour up to one hundred million spores. When an air current is introduced, those spores become airborne and spread out over an extended area. When this happens, indoor air quality deteriorates significantly. In many cases, when people do home remediation without proper environmental controls such as air filtration and containment units, they can make the problem exponentially worse and as a result the required clean up is much more costly.

Typically the cleanup of mold is not covered by most insurance policies. One possible exception to this rule is when the water source of the mold can be directly linked to a covered water loss. Once you determine the cause of the mold, you should check with your insurance provider.

When faced with repairs, many property owners take the opportunity to make some colour, material, and design changes in their property. ProStar is happy to accommodate your change requests whenever possible. In order to ensure your instructions are adhered to, all changes must be documented in writing on a ProStar change order. Any associated increase in cost is the property owner’s responsibility.

After the emergency phase is completed, evening and weekend work is generally not available due to its high cost. In order to facilitate repairs to your property in a timely fashion, it is critical that you make appropriate access arrangements for our repair crews. Lockboxes are available to help facilitate this process.

Each situation varies. Typically the emergency stage ranges from 3 to 7 days and the administration phase ranges from 2 to 8 weeks. After that, your reconstruction provider should be able to give you a more accurate estimate as to the length of time needed to complete repairs. These timeframes can be greatly extended in situations with large or catastrophic loss.

To speed up repairs, you can:

• Tell your insurance adjuster that you have chosen ProStar for your repairs.
• Sign and return your completed Authorization to Repair (ATR) form to ProStar.
• Make all material selections in a timely fashion.
• Provide ProStar access to your property.

You will receive a warranty document outlining the warranty after you sign the Certificate of Completion. The warranty on workmanship is 2 years from the date of the completed repairs. The warranty guarantees that all workmanship by ProStar and its subcontractors who perform the repairs have been performed in accordance with ProStar’s estimate, are of good quality, and are free from any fault or defect. ProStar will resolve and correct any warranty issue within 90 days of receiving written notice of the warranty issue.

ProStar strives to leave your home as clean and safe as possible at all times, throughout the emergency and reconstruction process. A final cleaning will be completed in the area where the work was performed as part of our reconstruction service.

When faced with repairs, many property owners take the opportunity to make some colour, material, and design changes in their property. ProStar is happy to accommodate your change requests whenever possible. In order to ensure your instructions are adhered to, all changes must be documented in writing on a ProStar change order. Any associated increase in cost is the property owner’s responsibility.

After the emergency phase is completed, evening and weekend work is generally not available due to its high cost. In order to facilitate repairs to your property in a timely fashion, it is critical that you make appropriate access arrangements for our repair crews. Lockboxes are available to help facilitate this process.

Each situation varies. Typically the emergency stage ranges from 3 to 7 days and the administration phase ranges from 2 to 8 weeks. After that, your reconstruction provider should be able to give you a more accurate estimate as to the length of time needed to complete repairs. These timeframes can be greatly extended in situations with large or catastrophic loss.

To speed up repairs, you can:
• Tell your insurance adjuster that you have chosen ProStar for your repairs.
• Sign and return your completed Authorization to Repair (ATR) form to ProStar.
• Make all material selections in a timely fashion.
• Provide ProStar access to your property.

You will receive a warranty document outlining the warranty after you sign the Certificate of Completion. The warranty on workmanship is 2 years from the date of the completed repairs. The warranty guarantees that all workmanship by ProStar and its subcontractors who perform the repairs have been performed in accordance with ProStar’s estimate, are of good quality, and are free from any fault or defect. ProStar will resolve and correct any warranty issue within 90 days of receiving written notice of the warranty issue.

Our team uses the science of psychrometrics, or psychrometry, to determine if your home is dry. We use equipment such as moisture sensors and thermal hygrometers to measure temperature and relative humidity in your home. We also take readings on the various surfaces or ‘substrates’ in your home to determine if they are dry. We record all of this information in your file and can provide it to you, or your insurer, with claims paperwork.

Wet underpad is typically removed and discarded. Carpets are often able to be dried, cleaned and reinstalled effectively. Common factors that determine if carpet is NOT salvageable include permanent staining or discolouration that is a direct result of the loss, sewage contamination, or delamination (when the backing separates from the carpet fiber).

ProStar will use tools and equipment like moisture meters and FLIR (Forward Looking InfraRed) cameras to check for hidden moisture in your home. Wet insulation can also be a hazard that may need to be removed. In cases where no insulation is present, ventilation holes will be cut to force air inside wall and ceiling cavities. In all cases, ProStar technicians will work to minimize damage while safely and effectively drying your home or office.

The decision to replace wood floors or restore them depends on many factors including the nature of the damage, the type of flooring, the underlayment, and construction of the sub-floor. ProStar uses specialized rescue drying systems that will attempt to dry flooring without requiring removal – but sometimes removal is required. Laminate and engineered flooring often cannot be salvaged from water damage as it is made from paper and glue products that are vulnerable to moisture.

High-velocity air movers (fans) and dehumidifiers are used to create air movement and capture humidity, in order to dry the structure. Air Filtration Devices (AFDs) – commonly referred to as ‘scrubbers’ – are used to trap airborne particulate matter. They can also assist with odors, when equipped with a charcoal filter.

For safety purposes, carpets are generally not removed from stairs until final repairs are completed. Exposed tackless strips and staples are dangerous – especially on steps. Carpet left on the stairs that is not salvageable will be removed and replaced when new carpet is installed elsewhere in the property.

ProStar uses the science of psychrometrics – psychrometry – to dry your property. We determine optimal temperature and air flow levels that will dry your home as quickly as possible. We always set up the optimal drying environment before we leave your property. We also monitor drying daily to ensure optimal air flow and temperature levels. Any changes to the drying environment, such as changing the temperature or opening windows can prolong the drying process.