Pre-loss readiness
Facility inspection and logistics mapping before anything goes wrong.
ICI Response
Our ICI Response Protocol
A disciplined four-phase protocol for industrial, commercial, institutional, and course of construction losses — with 24/7 emergency response and documentation timelines you can plan around.
The protocol
Four phases. One standard of care.
Four phases are the whole protocol: Stabilize, Assess, Recover, and Rebuild. Encore Restoration uses them on industrial, commercial, institutional, and course-of-construction losses across Canada except Quebec. The firm is employee-owned and based in Vancouver. Emergency response on assigned files is 24/7, with documentation targets from about 1 hour.
Every complex loss is unique. The sequence is not. Stabilize first, measure honestly, recover in parallel where possible, and rebuild to a clean close.
Phase 1 · Stabilize
Immediate site containment and hazard mitigation
Purpose: Prevent secondary damage and ensure occupant safety. Early containment protects the asset, the people, and the claim trajectory.
Phase 2 · Assess
Advanced thermal imaging and structural mapping
Purpose: Generate transparent data for stakeholders and insurers. Assessment is not theatre — it is the shared source of truth that drives scope and sequencing.
Phase 3 · Recover
Simultaneous cleaning, drying, and specialized restoration
Purpose: Bring critical operations online ahead of full structural rebuilds. Parallel workstreams reduce downtime without sacrificing quality control.
Phase 4 · Rebuild
Full-service reconstruction and structural sign-off
Purpose: Complete restoration to pre-loss condition or better — with documentation and close-out that stand up to scrutiny.
Service commitments
What you can count on
What you can count on is 24/7 emergency response and a shared file. On assigned losses, project file access is targeted at about 1 hour, the initial report and budgets at about 24 hours, and plans, photos, and moisture logs at about 72 hours. Repair breakdowns follow at about 14 days. Scope is ICI and course of construction outside Quebec.
Rapid 24/7 emergency response and standardized documentation — so property managers, adjusters, and loss consultants share one file from hour one.
Emergency response
Encore Restoration provides rapid 24/7 emergency response. On assigned files we:
- Secure and document the cause of loss where reasonably accessible
- Immediately implement emergency mitigation to minimize ongoing property damage, unless the assignment is inspection-only
- Arrange fire watch or emergency security services where required
- Provide inspections and reports on incidents of any value at no cost to the property-management client
- Complete 3D scanning where appropriate
Emergency mitigation may proceed without delay where reasonably necessary to prevent further damage, protect property, or address safety concerns.
| Documentation | Target timeline | What you receive |
|---|---|---|
| Project file access | Within 1 hour | Access to project notes, documents, photographs, videos, reports, and related records through a centralized platform before crews are dispatched, where available. |
| Initial summary report | Within 24 hours | Cause-of-loss video, scope-of-work video, and a summary of affected areas with photographs of observed damage, including thermal imaging. |
| Budgets | Within 24 hours | Average pricing comparisons for both dry-in-place and demolition-based restoration approaches, prepared by Encore Restoration. |
| Floor plans of affected areas | Within 72 hours | Floor plans identifying affected areas and the approximate percentage affected. |
| Photo log | Within 72 hours | Organized photographic record of affected areas, mitigation progress, equipment placement, and site conditions, where applicable. |
| Moisture documentation | Within 72 hours | Moisture logs from dehumidifiers, moisture readings, drying-progress documentation, and related mitigation records. |
| Equipment placement & usage | Within 72 hours | Equipment type, quantity, placement locations, installation date, removal date, and related drying purpose, where applicable. |
| Repair breakdowns | Within 14 days | Repair breakdowns prepared by Encore Restoration. |
Timelines are targets on assigned files and apply where the documentation item is relevant to the loss.
The same commitments are restated for carriers and consultants on How Encore works with adjusters and loss consultants.
Priority Response Program
Don’t wait for a crisis to make a plan
The Priority Response Program is a concept Encore Restoration is developing for facilities that want a pre-loss plan before a regional event. It is not published as a launched product. Today’s working standard is 24/7 response on assigned ICI and course-of-construction files outside Quebec, sequenced as Stabilize, Assess, Recover, Rebuild.
For facilities that cannot afford to compete for attention during a regional event, Encore is developing a Priority Response Program (PRP) — a pre-loss relationship model for organizations that need guaranteed readiness.
As a PRP concept partner, facilities can expect structured pre-planning, a clear account relationship, and priority consideration when catastrophic demand spikes — such as severe flooding or wildfire seasons.
Priority deployment
Elevated standing when regional demand surges and resources tighten.
Who this serves
Built for professionals who own the outcome
This protocol is for facility leaders, property and project managers, adjusters, loss consultants, and restoration leaders on large ICI and course-of-construction losses. Encore Restoration is employee-owned, based in Vancouver, and serves Canada except Quebec. It does not run a residential line. Assigned files are answered 24/7.
Facility, property & project leaders
When operations, tenants, public services, or an active build schedule depend on disciplined recovery — not improvisation. That includes course of construction and builders-risk files.
Insurance adjusters
When the file is large or complex and you need partners who document clearly and execute cleanly.
Loss consultants
When you need a restoration partner who delivers defensible scope, estimate alignment, and field data you can use to evaluate damages and keep the claim on a clear path — without fighting for basic documentation.
Restoration leaders
Project managers and site supervisors who want to run this level of work inside an employee-owned model.
Questions about ICI response
These answers restate the published protocol and the assigned-file clock: 24/7 response, about 1 hour, about 24 hours, about 72 hours, and about 14 days. Encore Restoration is employee-owned, based in Vancouver, and serves Canada except Quebec. The sequence is Stabilize, Assess, Recover, Rebuild. Residential work is outside the model.
How fast does Encore respond to a large commercial loss?
Emergency response is 24/7. On assigned files Encore Restoration secures and documents cause where reasonably accessible, starts emergency mitigation unless the assignment is inspection-only, arranges fire watch or emergency security where required, and completes 3D scanning where appropriate. The sequence is Stabilize, Assess, Recover, Rebuild.
What documentation do adjusters receive in the first 72 hours?
Where relevant on an assigned file: project file access in about 1 hour; an initial report and budgets in about 24 hours, including thermal imaging with the photo summary; floor plans, photo logs, moisture documentation, and equipment placement in about 72 hours. Repair breakdowns are a 14-day target. Response is 24/7.
What is course of construction / builders-risk restoration?
It is recovery while a building is under construction, renovation, or expansion. Encore Restoration stabilizes the active site, protects work-in-progress, materials, and installed systems, and coordinates with general contractors, developers, project managers, and course-of-construction or builders-risk carriers. Named triggers are fire, water, collapse, storm, and construction-related damage.
What is the Priority Response Program?
The Priority Response Program, or PRP, is a concept Encore Restoration is developing. It is a pre-loss relationship idea for facilities that want structured planning before a regional event. It is not described on this site as a launched product. Current response is the published 24/7 commitment on assigned files.
Does Encore Restoration handle residential jobs?
No. Encore Restoration does not restore residential carpets as a business model and does not run a residential service line. Condo, strata, and multi-tenant buildings are in scope when the loss is a large or complex property file. Detached-home and contents cleaning are not the work the firm is built for.
Which parts of Canada does Encore Restoration serve?
All of Canada except Quebec: British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland and Labrador, Yukon, Northwest Territories, and Nunavut. Teams mobilize from a Vancouver, BC head-office presence. One phone number: 236-836-2673. Named cities are deployment regions, not branch offices.