Horizon's Claims Process

Following a loss, emergency services respond and initial abatement and restoration efforts begin. Horizon supports the stabilization of affected textiles, technical (electronics, appliances, kitchen equipment), and duct cleaning systems to prevent further damage. Early response is critical to protecting salvageable contents and systems, and coordination begins immediately with all involved parties.

The carrier or contractor contacts Horizon to conduct a detailed walk-through of the affected property. Working alongside the homeowner, items and systems are realistically assessed to determine what can be restored versus replaced, including textiles, technical, and ductwork. Structured inspections and assessments are documented using SafetyCulture for applicable duct and HVAC evaluations. The homeowner reviews and signs an authorization form to proceed.

The homeowner identifies up to two weeks’ worth of essential clothing and textiles for priority restoration. Simultaneously, Horizon initiates technical equipment stabilization and begins preliminary cleaning and containment measures duct systems to prevent additional contamination. Priority items are documented and tracked using iCAT, while internal coordination and scheduling are managed through ALBI to ensure timely execution.

All remaining salvageable textiles, technical equipment, and mechanical components are fully inventoried, categorized, and documented using iCAT. Restoration is performed in accordance with homeowner instructions, manufacturer specifications, and industry standards. ALBI is used to manage workflows, track progress, and maintain chain-of-custody documentation throughout the restoration lifecycle.

Horizon works with the homeowner to determine preferred delivery schedules and storage options based on housing status and the timeline of structural repairs. Delivery and storage planning is coordinated through ALBI, allowing for phased delivery and secure, climate-controlled storage when required.

Emergency clothing and priority items are delivered first, followed by additional deliveries as restoration milestones are completed. Horizon coordinates with the carrier to confirm coverage, finalize scope, and manage claim requirements. Estimates and supporting documentation are prepared using Xactimate, while inventories and project records are maintained through iCAT and ALBI. Communication remains consistent throughout the process.

All restored textiles and technical equipment are returned to the homeowner, and duct systems are verified as clean, safe, and operational. Final inspections and quality control documentation are completed using SafetyCulture where applicable. Claim-ready documentation, including inventories and estimates, is finalized using iCAT, ALBI, and Xactimate to support smooth claim resolution and a return to normal living conditions.