Frequently Asked Questions

Yes, JAE provides pest control services for a wide range of commercial properties including hospitality businesses, warehouses, offices, rental properties, and more. We understand the specific requirements and compliance needs of commercial environments and can put a programme in place to suit your business.

JAE can help with both. Whether you have a one-off infestation you need dealt with or you would like a regular preventative programme put in place, we can tailor our service to suit your needs. For most homes and businesses, regular treatments are the most cost-effective way to stay pest-free year-round.

JAE can treat a wide range of pests including ants, bed bugs, borer, carpet beetle, carpet moths, cockroaches, earwigs, fleas, flies, harlequin ladybugs, pantry moths, Portuguese millipede, rodents (rats and mice), silverfish, spiders and wasps. We also treat many other pests not listed here, so if you are not sure what you are dealing with, give us a call and we will help identify and treat it.

Do not attempt to remove or disturb a wasp nest yourself, as this can provoke an aggressive response. Keep children and pets away from the area and contact JAE. Our technicians are equipped to locate and treat wasp nests safely using appropriate insecticide products.

Yes, many pests can cause significant damage if left untreated. Rodents gnaw through electrical wiring, insulation, and timber. Borer larvae bore through wooden floors, joists, and furniture over time. Carpet moths destroy natural fibre carpets, rugs, and upholstery. Some insects can also contaminate food and surfaces, posing hygiene and health risks. Getting on top of an infestation early is the best way to minimise damage and cost.

There are several practical steps you can take to reduce the risk of a pest infestation. Seal gaps around pipes, doors, and windows where pests can enter. Store food in airtight containers and clean up spills promptly. Keep firewood and garden debris away from the house. Ensure gutters and drains are clear. Fix any moisture issues such as leaking pipes, as damp conditions attract many pests. Regular professional pest control treatments are also one of the most effective ways to keep pests at bay before they become a problem.

Regular cleaning significantly increases the life of the blind/curtain. The frequency of cleaning depends on which room the blinds/curtains are in, for example kitchen blinds would need cleaned more often than bedroom blinds due to cooking residues. Blinds/curtains in areas of the house that are prone to mould or condensation need cleaned more often.

Whether your office blinds need a good clean or you’re a property manager with a tenants’ neglected curtains on your hands, you can trust JAE to take care of it for you!

Our years of experience has helped us to develop a process that is designed to minimise risk of shrinkage.

Blinds and curtains must be cleaned at our factory and cannot be cleaned onsite due to the equipment required for the cleaning process. You can either drop them off to us to have them picked up and delivered right to your door!

There is usually 3-5 day turnaround time for most blinds and curtains, however if there is a bulk amount to be cleaned this may take a little longer. Just let us know if you have a timeframe in mind and we’ll do our best to accommodate it!

Curtain quotes are based on square metre rate, while quotes for blinds are determined by size. If you choose to get your curtains picked up and dropped off to your home, additional charges may apply.

If your claim is denied, you can request a written explanation and file an appeal providing additional documentation. Consulting a public adjuster or lawyer may also be an option.

Insurance companies can deny claims if the cause of damage is specifically excluded in your policy, you failed to mitigate further damage, lacked proper documentation, or other policy violations occurred. In some cases ‘gradual damage’ may not be covered as it isn’t sudden or accidental, rather its deterioration that has happened over time.

The excess or deductible is the amount you must pay out-of-pocket before insurance kicks in. Deductibles for water/flood claims can range from a few hundred to thousands of dollars depending on what was agreed to when taking out your policy. Details of your excess will be included in your policy documents.

Claim processing times can vary significantly based on the insurer, extent of damage, and complexity of the claim. Some simple claims may be processed in weeks while larger claims can take months.

Insurers typically require photos/videos of the damage, receipts/documentation for damaged items, proof of the cause of water intrusion, and a detailed list of damaged contents.

Insurance policies can vary greatly in their coverage for water/flood damage. Typical coverages may include repairs, replacement of damaged contents, temporary living arrangements, mould remediation, and professional restoration services. Review your policy carefully.

Many home insurance policies specifically exclude flood damage, so it's crucial to check your policy details. Some may cover certain types of flooding but not others.

Yes, JAE communicates continuously with the insurance company until the work is completed, providing reports and updates.

Your Insurance company will have specific details on how to submit a claim and what you can do in the meantime to assist with the process. Sometimes you can submit a claim online, this is very helpful when the phone lines are very busy. For some general guidelines please visit the ICNZ Website.

Most insurance policies require you to notify them promptly after an incident and have 24 hour call centres. However, many also allow contacting a qualified restoration firm first to begin emergency mitigation and reduce further damage. If you do call JAE we will be happy to provide advice.

Yes, it's generally advisable to contact your insurance provider immediately after water damage occurs, before making any permanent repairs beyond basic mitigation efforts. Following their procedures is crucial for insurance cover.

It is best not to. We recommend you only blot water on the stain and do not use other chemicals as this can interfere with our treatment process and may jeopardise a successful result. To minimize damage, scrape up any bulky material using a spoon, and use a plain white towel to soak up as much liquid as possible. Do not scrub; merely dab. We also recommend placing a damp towel on top until a technician can attend to the problem.

On average about 1 to 2 hours. JAE has a high success rate of removing stains on the first treatment, but some stains may have wicking afterwards and may require a second treatment. Depending on the stain we can also clean to blend the whole carpet after the process.

Unfortunately not, despite using the most up-to-date technology and products available in the market. All stains can be treated and may even require a second treatment; however, we can never guarantee the full removal of any stain. Many factors come into play with an unsuccessful stain treatment - what caused the stain, the extent of the stain, how long it's been there, whether and how it was previously treated, and the type of carpet. If you have unsightly, stubborn stains that refuse to budge we recommend that you contact your insurance company.

All chemicals can be harmful if not used correctly, but our technicians are trained to use them according to industry standards in a manner that keeps you, your pets, and your children safe. Our technician will discuss the process and options with you prior to treatment. We recommend that you and your pets stay clear of the area we are working in. Once the treatment is complete, and the carpet has been steam cleaned with hot water extraction the room is completely safe to enter again.

The possibility of this happening is very unlikely. Your rug is inspected and tested prior to cleaning and if any potential issues are identified our technician will contact you and discuss options. Although we cannot always assure the outcome of a treatment, we trust our expert knowledge to prevent this from happening. You can rest assured that every effort is made to treat your rug with care to get the best results from our cleaning process. If the rug is in worse condition after cleaning, we will contact you to discuss the likely reasons and suggest possible restorative options. At this point, it might be prudent to contact your insurance company.

We have a special area for storing, cleaning, and drying rugs. It goes through a process identified for that particular rug. We first test for dye bleed before proceeding with treatment. Your rug stays with us in our controlled environment at our depot. Depending on the pile, material, and stains we use a variety of methods to get the best possible result. Rugs are vacuumed, shampooed, steam cleaned, dried, inspected, and groomed. Depending on the rug type, cleaning methods can differ. Sometimes rugs need to be submerged in specialist products in our rug bath. Before any specialist treatment is carried out, our technician will call you to discuss. Rest assured, your rug is in the hands of a fully trained/certified rug cleaning technician.

From 1 to 2 weeks. The reason is that we need to assess the rug, clean and dry it, and have it ready for delivery or collection. Some rugs may require multiple treatments or even require bathing to get the best results. Although some rugs can be cleaned on site, we recommend factory cleaning as the drying is more thorough and it can be inspected before being returned or collected.

Seeing pests within the first few days after treatment is completely normal. In fact, some treatments rely on pests walking across treated surfaces, so activity may temporarily increase before it decreases. Pests may also emerge from untreated cavities inside wall framing. Once they come into contact with the treatment, they will begin to weaken and die. If you do not see a clear improvement within the guarantee period, contact JAE and we can discuss retreating.

We recommend a pest control treatment at least once a year, and ideally every six months, particularly at the start of spring and summer when most crawling and flying pests become active. If your property has a history of pest problems, is an older building, or is located in a wooded or pest-prone area, more frequent treatments may be beneficial.

Treatment longevity varies depending on the product used, whether it was applied indoors or outdoors, the local climate, and the severity of the infestation. As a rough guide: flies last two to four months; fleas around six months (provided pets are also treated); standard insects three to six months; spiders and cockroaches around one year; and borer up to five years.

Treatment time depends on the type of pest, the size of your property, and whether it is a preventative treatment or an active infestation. As a general guide: a standard general treatment is one to three hours; a full ant treatment can take up to three hours; rodent management starts at an hour and half with follow-up visits; under-floor borer treatment is four to five hours; and treatments for cockroaches, spiders, and flies in an average home are around one hour inside and an hour and a half outside.

In all cases of flooding, first, ensure that your family is safe. Localised home flooding may be caused by an in-house water leak, like a burst pipe or a leaking appliance. Check if the house is safe, are there electrical hazards or sagged ceilings at risk of falling? Turn off the water supply to the house if unable to isolate the leak. If it's a local leak, organise a plumber to attend to it. When flooding is caused by an external event, such as extreme weather events, overflowing waterways, a natural disaster, or even overflowing city sewers or storm drains, turn off the electricity supply. Ring your Insurance Company and JAE straight away. When external floodwaters have crossed your property, be aware of the following: The flood water may have affected your septic tank and effluent disposal field. If gully traps are over-flowing or your toilets are not working properly, you should not use the toilets until the problem is resolved. Rather use alternative toilets, i.e. public toilets if there are any nearby, portaloos or portable chemical toilets. If the flood water has not subsided yet, be sure to wear protective clothing, like rubber boots and gloves. You will not only be wading through the water itself, but you will also be walking through whatever the water has come into contact with, including chemicals, sewage, garbage and debris. Flood water can be highly contaminated or even toxic. You will not always be able to see these contaminants or hazards, so it is important to wear protective gear. Do not touch your mouth or nose with your gloves or hands or anything that has been in contact with the water as the water may be polluted with bacteria, mould, or chemical substances that can be harmful to your health. Safety is always more important than salvaging household items, so be wise as you assess the structural integrity of your property. Before you start removing the water or arranging for clean-up from a house flood, thoroughly document all flood damage with pictures and/or video. Include pictures of structural and property damage as well as household items and furnishings that have been damaged or destroyed. This will assist your insurance adjuster in making an accurate assessment of your loss. JAE has all the equipment and experience needed to remove floodwater and restore your home and its contents to pre-flood conditions.

Usually yes, though there will be additional hazards while we are drying. The technician will explain what you need to do. It depends on the extent of the flooding and the extent of the restoration work being done. Depending on the location and the extent of the flood in your home, this may not be advisable for health and safety reasons. Our technicians would be happy to discuss once we have assessed the areas requiring attention. Your home will be a work site for a while and may be unsafe due to various work-related hazards and cleaning chemicals. In addition, depending on the extent of the flooding and if remaining in the home is not ideal, we recommend talking to your insurance company about temporary accommodation.

Usually yes, if it is safe to do so and a health and safety site induction is carried out. As your house becomes a temporary worksite during the restoration, there may be hazards present, but access can be arranged if it can be done safely. Removing possessions that have not been cleaned yet is not recommended as it may contaminate the property you are staying at. We care about the safety and well-being of our customers.

That depends on the extent of the damage, what carpet and flooring you have, and how many stories of the house are affected. On average, a flood restoration can take anywhere between 3 and 8 days, longer if there are building repairs needed after drying. Our technician will assess the work required and give you a reasonable estimate of the time it could take. Of course, the weather, humidity, and the season are factors to consider. Fixing structural damage will require more time and should only be done by reputable contractors.

"Yes, we do, once you have lodged a claim and a referral has been sent to our office. We will liaise with you, your insurance company, and any other professionals such as Loss Adjusters working on your claim. A full report with photos is uploaded to your insurance company, and they are kept up to date with progress. An itemized list of contents removed from the site is also produced for you and your insurance company. We take our instructions/scope from the insurer. Everything we do during the restoration gets communicated to the insurer. When we encounter any problems along the way, we will consult with them to resolve any issues."

"It depends on the severity of the damage and the extent of the restoration work being done. Avoid the potential for injury by staying away from your home and not re-entering it until a professional has approved it. Your home will be a work site for a while and may be unsafe due to various work-related hazards and cleaning chemicals. In addition, depending on the extent of the damage, and if remaining in the home is not safe, we recommend talking to your insurance company about temporary accommodation. However, if you need to periodically come and go from the house, and it is safe to do so, yes you can. We care about the safety and well-being of our customers."

A house fire is a devastating experience, regardless of the amount of damage. Your first instinct may be to begin the clean-up and repair work, but there are several key things to work through first… Make sure your family is safe and well. Minimize time spent inside a contaminated indoor environment without appropriate breathing protection. Contact your insurance company. They will arrange an inspector to assess and record the damage to the buildings and your contents too. Your insurance company will also explain the claims process. This will include telling you when you can start hiring tradespeople to clean up and repair the damage. If you're a tenant, contact your landlord as soon as possible. If the NZ Fire Service are on site, they will advise you on when you can safely re-enter the property. They will also organise or tell you to disconnect the power, phone, and gas services to your home. Depending on the extent of the fire and whether it is safe, it is a good idea to take photos of the damage caused. Once you get the go-ahead from the insurance company, you can begin the repair and clean-up work. Often a fire causes severe smoke and water damage which requires professional cleaning and repairs. JAE has the required experience and know-how. Water and smoke-damaged furniture, carpets and drapes require professional cleaning. Some furniture may need to be dried as soon as possible to prevent mould growth. Structural damage must be repaired by a Licensed Building Practitioner. Remember to keep all the receipts in the days following the fire for any essential services, accommodation or supplies you needed to purchase. Your insurance company may reimburse you for these. But ask them before making any purchases or organising assistance though.

This process varies depending on the severity of the fire and smoke damage. It can take anything from one week to a few months. There are multiple things to restore after a fire and smoke damage. Cleaning of the dwelling. Cleaning of its contents, curtains, drapes, carpets, rugs, and clothes. Electrical items need to be tested. Most of this work is done by professionals which involves sub-contractors as well. JAE has extensive training and experience in fire and smoke restoration, and we aim to complete the work as efficiently and quickly as possible. We have a good reputation with various insurance companies and will keep you informed throughout the process.

Generally no. While cleaning will improve any infestation we recommend that you arrange with your local JAE branch for them to return several days after cleaning to treat any remaining infestation. This secondary treatment will eradicate any residual adult flea activity and also disrupt the flea larval cycle thereby ridding you of any ongoing flea invasion.

Rugs usually receive a lot of traffic. A thorough, professional oriental and area rug cleaning is the only way to remove the deep-down dirt, make this area of your home look nicer and ensure that all areas of your home stay clean and healthy.

Just like our skin, leather needs regular care to retain mosture and softness. Most store-bought leather cleaners can provide immediate relief, however can end up causing damage later down the line. The cleaning and conditioning products used by JAE will keep your leather looking and feeling great.

As the finishing touch to your thoroughly cleaned carpet and/or upholstery, specially formulated protector can be professionally applied. These products help carpet and upholstery resist soiling from dry dirt, water- and oil-based spills by wrapping each fibre in a protective coating. This extra layer gives you more time to clean up spots and spills before they soak into the fibres, helping you keep your carpet and upholstery looking its best between professional cleanings. Plus, it makes vacuuming and cleaning up spots easier.

All types of rugs are welcome! This includes Oriental rugs, Persian rugs, Area rugs and more.

You will speak with a certified restoration specialist very soon after your call. Then once we view the damage, our trained certified technician will follow our industry standards to ensure your home is restored how it was before the damage occured.

Although most spots/stains that are removed from carpet do not reappear, on rare occasions some substances in the carpet backing can wick to the surface after cleaning and drying. If this happens, please contact your local JAE branch at 0800 225 552 as soon as possible.

We clean carpets using steam cleaning, also known as ‘hot water extraction’. JAE’s hot water extraction method gently removes the toughest and deepest dirt safely. Our specially formulated cleaning solution and hot, soft water are inserted deep within the carpet fibres. Following this our powerful carpet steam cleaning machinery extracts 95% of the moisture bringing with it deep-down dirt, allergens and cleaning solution. Carpet manufacturers recommend this cleaning method.

Yes, JAE can take care of it. We’ll test your fabric to determine the safest and most effective cleaning method.

A dry soil protector comes on most carpets from the manufacturers. This is a wear-dated product and is removed over time with everyday traffic. Carpet manufacturers recommend that you have this protector reapplied about once a year, and perhaps more often on heavy traffic areas.

Manufacturers recommend having furniture professionally cleaned every 12-24 months depending on use.

On average, it will take approximately 15-20 minutes per room. This time can vary greatly depending on the amount of furniture to be moved, how soiled the carpet is, and any necessary stain treatments.

The length of time it takes for your carpet to dry is dependent on the weather. Airflow, temperature and humidity all have an effect. It could take from 8 – 24 hours. Using fans, dehumidifiers, air-conditioning, and heating systems (depending on the weather) can help. We may use blocks or paper, under furniture legs, for instance, make sure you leave those in place until the carpet is totally dry. Walking on the carpet is ok but wear clean rubber soled shoes, or no shoes at all. You certainly don’t want to be walking on your freshly cleaned carpet in street shoes. Think also of your safety when walking from damp carpet on to slippery floors.

JAE uses a natural bacterial enzyme action to digest organic odour sources such as vomit, feces, urine, milk, blood etc. This product removes organic odours that it contacts. It also uses a neutralizer to give immediate relief from any odours while the enzyme is working. The key to complete removal of an odour is that this product must reach all contaminated surfaces. If the odour causing source has penetrated the backing and possibly the padding we cannot guarantee complete removal of the odour.

We use our powerful hot water extraction cleaning process if possible. This provides the best and deepest cleaning. Some fabrics may require a more delicate clean. When this is the case, we will work with you to make the best decision to suit your needs.

Preparation requirements vary depending on the type of treatment. As a general rule, it helps to clear access to areas being treated, store food in sealed containers, and arrange for pets to be kept away from treated areas during and immediately after the visit. Give JAE a call on 0800 225 552 and we will walk you through exactly what to do beforehand.

We are available 24 hours a day to help you handle your water emergency. Just call us at 0800 225 552 and our Customer Service Advisors will have a certified restoration specialist get in touch with your right away.

The simple answer is Yes. There are some items we are not able to move such as pianos, large electronics, china cabinets, beds, dressers with mirrors, pool tables, any furniture that sits flat on the carpeted surface. We also recommend that you remove items such as lamps, plants, breakables, knick knacks and electronics. We won’t charge extra to move small and easily movable items of furniture. Once we have finished we will return anything we have moved to its rightful place on protective padding as needed.

We cannot guarantee that we will remove all spots or stains. There are substances that can permanently discolour carpet fibres. The age of the carpet and the type of carpet fibres also play a factor in this. The technician will try to determine if this is the case prior to cleaning but they are not always able to determine this before trying to remove the spots.

Light vacuuming in the traffic areas is recommended but not required. If needed, the technician can pre-vacuum the area to be cleaned.

For spray treatments, we recommend vacating your home for around four hours to allow the product to dry fully. For rodent treatments, there is no need to leave. Your JAE technician will advise you on exactly what is required before they begin.

Yes, all products are applied at safe levels by certified pest control technicians. The sprays JAE use are toxic to fish though, so any fish tanks will need to be well covered while the spray treatment is being carried out. Once the treatment is complete and any required drying or ventilation time has passed, it is safe for your family and pets to return. Your JAE technician will give you specific guidance based on the treatment carried out.

Generally no. While cleaning will improve any infestation we recommend that you arrange with your local JAE branch for them to return several days after cleaning to treat any remaining infestation. This secondary treatment will eradicate any residual adult flea activity and also disrupt the flea larval cycle thereby ridding you of any ongoing flea invasion.

We clean carpets using steam cleaning, also known as ‘hot water extraction’. JAE’s hot water extraction method gently removes the toughest and deepest dirt safely. Our specially formulated cleaning solution and hot, soft water are inserted deep within the carpet fibres. Following this our powerful carpet steam cleaning machinery extracts 95% of the moisture bringing with it deep-down dirt, allergens and cleaning solution. Carpet manufacturers recommend this cleaning method.

On average, it will take approximately 15-20 minutes per room. This time can vary greatly depending on the amount of furniture to be moved, how soiled the carpet is, and any necessary stain treatments.

The length of time it takes for your carpet to dry is dependent on the weather. Airflow, temperature and humidity all have an effect. It could take from 8 – 24 hours. Using fans, dehumidifiers, air-conditioning, and heating systems (depending on the weather) can help. We may use blocks or paper, under furniture legs, for instance, make sure you leave those in place until the carpet is totally dry. Walking on the carpet is ok but wear clean rubber soled shoes, or no shoes at all. You certainly don’t want to be walking on your freshly cleaned carpet in street shoes. Think also of your safety when walking from damp carpet on to slippery floors.

The simple answer is Yes. There are some items we are not able to move such as pianos, large electronics, china cabinets, beds, dressers with mirrors, pool tables, any furniture that sits flat on the carpeted surface. We also recommend that you remove items such as lamps, plants, breakables, knick knacks and electronics. We won’t charge extra to move small and easily movable items of furniture. Once we have finished we will return anything we have moved to its rightful place on protective padding as needed.

We cannot guarantee that we will remove all spots or stains. There are substances that can permanently discolour carpet fibres. The age of the carpet and the type of carpet fibres also play a factor in this. The technician will try to determine if this is the case prior to cleaning but they are not always able to determine this before trying to remove the spots.

Light vacuuming in the traffic areas is recommended but not required. If needed, the technician can pre-vacuum the area to be cleaned.

It is best not to. We recommend you only blot water on the stain and do not use other chemicals as this can interfere with our treatment process and may jeopardise a successful result. To minimize damage, scrape up any bulky material using a spoon, and use a plain white towel to soak up as much liquid as possible. Do not scrub; merely dab. We also recommend placing a damp towel on top until a technician can attend to the problem.

On average about 1 to 2 hours. JAE has a high success rate of removing stains on the first treatment, but some stains may have wicking afterwards and may require a second treatment. Depending on the stain we can also clean to blend the whole carpet after the process.

Unfortunately not, despite using the most up-to-date technology and products available in the market. All stains can be treated and may even require a second treatment; however, we can never guarantee the full removal of any stain. Many factors come into play with an unsuccessful stain treatment - what caused the stain, the extent of the stain, how long it's been there, whether and how it was previously treated, and the type of carpet. If you have unsightly, stubborn stains that refuse to budge we recommend that you contact your insurance company.

All chemicals can be harmful if not used correctly, but our technicians are trained to use them according to industry standards in a manner that keeps you, your pets, and your children safe. Our technician will discuss the process and options with you prior to treatment. We recommend that you and your pets stay clear of the area we are working in. Once the treatment is complete, and the carpet has been steam cleaned with hot water extraction the room is completely safe to enter again.

Although most spots/stains that are removed from carpet do not reappear, on rare occasions some substances in the carpet backing can wick to the surface after cleaning and drying. If this happens, please contact your local JAE branch at 0800 225 552 as soon as possible.

Just like our skin, leather needs regular care to retain mosture and softness. Most store-bought leather cleaners can provide immediate relief, however can end up causing damage later down the line. The cleaning and conditioning products used by JAE will keep your leather looking and feeling great.

Yes, JAE can take care of it. We’ll test your fabric to determine the safest and most effective cleaning method.

Manufacturers recommend having furniture professionally cleaned every 12-24 months depending on use.

We use our powerful hot water extraction cleaning process if possible. This provides the best and deepest cleaning. Some fabrics may require a more delicate clean. When this is the case, we will work with you to make the best decision to suit your needs.

The possibility of this happening is very unlikely. Your rug is inspected and tested prior to cleaning and if any potential issues are identified our technician will contact you and discuss options. Although we cannot always assure the outcome of a treatment, we trust our expert knowledge to prevent this from happening. You can rest assured that every effort is made to treat your rug with care to get the best results from our cleaning process. If the rug is in worse condition after cleaning, we will contact you to discuss the likely reasons and suggest possible restorative options. At this point, it might be prudent to contact your insurance company.

We have a special area for storing, cleaning, and drying rugs. It goes through a process identified for that particular rug. We first test for dye bleed before proceeding with treatment. Your rug stays with us in our controlled environment at our depot. Depending on the pile, material, and stains we use a variety of methods to get the best possible result. Rugs are vacuumed, shampooed, steam cleaned, dried, inspected, and groomed. Depending on the rug type, cleaning methods can differ. Sometimes rugs need to be submerged in specialist products in our rug bath. Before any specialist treatment is carried out, our technician will call you to discuss. Rest assured, your rug is in the hands of a fully trained/certified rug cleaning technician.

From 1 to 2 weeks. The reason is that we need to assess the rug, clean and dry it, and have it ready for delivery or collection. Some rugs may require multiple treatments or even require bathing to get the best results. Although some rugs can be cleaned on site, we recommend factory cleaning as the drying is more thorough and it can be inspected before being returned or collected.

Rugs usually receive a lot of traffic. A thorough, professional oriental and area rug cleaning is the only way to remove the deep-down dirt, make this area of your home look nicer and ensure that all areas of your home stay clean and healthy.

All types of rugs are welcome! This includes Oriental rugs, Persian rugs, Area rugs and more.

As the finishing touch to your thoroughly cleaned carpet and/or upholstery, specially formulated protector can be professionally applied. These products help carpet and upholstery resist soiling from dry dirt, water- and oil-based spills by wrapping each fibre in a protective coating. This extra layer gives you more time to clean up spots and spills before they soak into the fibres, helping you keep your carpet and upholstery looking its best between professional cleanings. Plus, it makes vacuuming and cleaning up spots easier.

A dry soil protector comes on most carpets from the manufacturers. This is a wear-dated product and is removed over time with everyday traffic. Carpet manufacturers recommend that you have this protector reapplied about once a year, and perhaps more often on heavy traffic areas.

JAE uses a natural bacterial enzyme action to digest organic odour sources such as vomit, feces, urine, milk, blood etc. This product removes organic odours that it contacts. It also uses a neutralizer to give immediate relief from any odours while the enzyme is working. The key to complete removal of an odour is that this product must reach all contaminated surfaces. If the odour causing source has penetrated the backing and possibly the padding we cannot guarantee complete removal of the odour.

If your claim is denied, you can request a written explanation and file an appeal providing additional documentation. Consulting a public adjuster or lawyer may also be an option.

Insurance companies can deny claims if the cause of damage is specifically excluded in your policy, you failed to mitigate further damage, lacked proper documentation, or other policy violations occurred. In some cases ‘gradual damage’ may not be covered as it isn’t sudden or accidental, rather its deterioration that has happened over time.

The excess or deductible is the amount you must pay out-of-pocket before insurance kicks in. Deductibles for water/flood claims can range from a few hundred to thousands of dollars depending on what was agreed to when taking out your policy. Details of your excess will be included in your policy documents.

Claim processing times can vary significantly based on the insurer, extent of damage, and complexity of the claim. Some simple claims may be processed in weeks while larger claims can take months.

Insurers typically require photos/videos of the damage, receipts/documentation for damaged items, proof of the cause of water intrusion, and a detailed list of damaged contents.

Insurance policies can vary greatly in their coverage for water/flood damage. Typical coverages may include repairs, replacement of damaged contents, temporary living arrangements, mould remediation, and professional restoration services. Review your policy carefully.

Many home insurance policies specifically exclude flood damage, so it's crucial to check your policy details. Some may cover certain types of flooding but not others.

Yes, JAE communicates continuously with the insurance company until the work is completed, providing reports and updates.

Your Insurance company will have specific details on how to submit a claim and what you can do in the meantime to assist with the process. Sometimes you can submit a claim online, this is very helpful when the phone lines are very busy. For some general guidelines please visit the ICNZ Website.

Yes, it's generally advisable to contact your insurance provider immediately after water damage occurs, before making any permanent repairs beyond basic mitigation efforts. Following their procedures is crucial for insurance cover.

In all cases of flooding, first, ensure that your family is safe. Localised home flooding may be caused by an in-house water leak, like a burst pipe or a leaking appliance. Check if the house is safe, are there electrical hazards or sagged ceilings at risk of falling? Turn off the water supply to the house if unable to isolate the leak. If it's a local leak, organise a plumber to attend to it. When flooding is caused by an external event, such as extreme weather events, overflowing waterways, a natural disaster, or even overflowing city sewers or storm drains, turn off the electricity supply. Ring your Insurance Company and JAE straight away. When external floodwaters have crossed your property, be aware of the following: The flood water may have affected your septic tank and effluent disposal field. If gully traps are over-flowing or your toilets are not working properly, you should not use the toilets until the problem is resolved. Rather use alternative toilets, i.e. public toilets if there are any nearby, portaloos or portable chemical toilets. If the flood water has not subsided yet, be sure to wear protective clothing, like rubber boots and gloves. You will not only be wading through the water itself, but you will also be walking through whatever the water has come into contact with, including chemicals, sewage, garbage and debris. Flood water can be highly contaminated or even toxic. You will not always be able to see these contaminants or hazards, so it is important to wear protective gear. Do not touch your mouth or nose with your gloves or hands or anything that has been in contact with the water as the water may be polluted with bacteria, mould, or chemical substances that can be harmful to your health. Safety is always more important than salvaging household items, so be wise as you assess the structural integrity of your property. Before you start removing the water or arranging for clean-up from a house flood, thoroughly document all flood damage with pictures and/or video. Include pictures of structural and property damage as well as household items and furnishings that have been damaged or destroyed. This will assist your insurance adjuster in making an accurate assessment of your loss. JAE has all the equipment and experience needed to remove floodwater and restore your home and its contents to pre-flood conditions.

Usually yes, though there will be additional hazards while we are drying. The technician will explain what you need to do. It depends on the extent of the flooding and the extent of the restoration work being done. Depending on the location and the extent of the flood in your home, this may not be advisable for health and safety reasons. Our technicians would be happy to discuss once we have assessed the areas requiring attention. Your home will be a work site for a while and may be unsafe due to various work-related hazards and cleaning chemicals. In addition, depending on the extent of the flooding and if remaining in the home is not ideal, we recommend talking to your insurance company about temporary accommodation.

Usually yes, if it is safe to do so and a health and safety site induction is carried out. As your house becomes a temporary worksite during the restoration, there may be hazards present, but access can be arranged if it can be done safely. Removing possessions that have not been cleaned yet is not recommended as it may contaminate the property you are staying at. We care about the safety and well-being of our customers.

That depends on the extent of the damage, what carpet and flooring you have, and how many stories of the house are affected. On average, a flood restoration can take anywhere between 3 and 8 days, longer if there are building repairs needed after drying. Our technician will assess the work required and give you a reasonable estimate of the time it could take. Of course, the weather, humidity, and the season are factors to consider. Fixing structural damage will require more time and should only be done by reputable contractors.

You will speak with a certified restoration specialist very soon after your call. Then once we view the damage, our trained certified technician will follow our industry standards to ensure your home is restored how it was before the damage occured.

We are available 24 hours a day to help you handle your water emergency. Just call us at 0800 225 552 and our Customer Service Advisors will have a certified restoration specialist get in touch with your right away.

"Yes, we do, once you have lodged a claim and a referral has been sent to our office. We will liaise with you, your insurance company, and any other professionals such as Loss Adjusters working on your claim. A full report with photos is uploaded to your insurance company, and they are kept up to date with progress. An itemized list of contents removed from the site is also produced for you and your insurance company. We take our instructions/scope from the insurer. Everything we do during the restoration gets communicated to the insurer. When we encounter any problems along the way, we will consult with them to resolve any issues."

"It depends on the severity of the damage and the extent of the restoration work being done. Avoid the potential for injury by staying away from your home and not re-entering it until a professional has approved it. Your home will be a work site for a while and may be unsafe due to various work-related hazards and cleaning chemicals. In addition, depending on the extent of the damage, and if remaining in the home is not safe, we recommend talking to your insurance company about temporary accommodation. However, if you need to periodically come and go from the house, and it is safe to do so, yes you can. We care about the safety and well-being of our customers."

A house fire is a devastating experience, regardless of the amount of damage. Your first instinct may be to begin the clean-up and repair work, but there are several key things to work through first… Make sure your family is safe and well. Minimize time spent inside a contaminated indoor environment without appropriate breathing protection. Contact your insurance company. They will arrange an inspector to assess and record the damage to the buildings and your contents too. Your insurance company will also explain the claims process. This will include telling you when you can start hiring tradespeople to clean up and repair the damage. If you're a tenant, contact your landlord as soon as possible. If the NZ Fire Service are on site, they will advise you on when you can safely re-enter the property. They will also organise or tell you to disconnect the power, phone, and gas services to your home. Depending on the extent of the fire and whether it is safe, it is a good idea to take photos of the damage caused. Once you get the go-ahead from the insurance company, you can begin the repair and clean-up work. Often a fire causes severe smoke and water damage which requires professional cleaning and repairs. JAE has the required experience and know-how. Water and smoke-damaged furniture, carpets and drapes require professional cleaning. Some furniture may need to be dried as soon as possible to prevent mould growth. Structural damage must be repaired by a Licensed Building Practitioner. Remember to keep all the receipts in the days following the fire for any essential services, accommodation or supplies you needed to purchase. Your insurance company may reimburse you for these. But ask them before making any purchases or organising assistance though.

This process varies depending on the severity of the fire and smoke damage. It can take anything from one week to a few months. There are multiple things to restore after a fire and smoke damage. Cleaning of the dwelling. Cleaning of its contents, curtains, drapes, carpets, rugs, and clothes. Electrical items need to be tested. Most of this work is done by professionals which involves sub-contractors as well. JAE has extensive training and experience in fire and smoke restoration, and we aim to complete the work as efficiently and quickly as possible. We have a good reputation with various insurance companies and will keep you informed throughout the process.

You will speak with a certified restoration specialist very soon after your call. Then once we view the damage, our trained certified technician will follow our industry standards to ensure your home is restored how it was before the damage occured.

We are available 24 hours a day to help you handle your water emergency. Just call us at 0800 225 552 and our Customer Service Advisors will have a certified restoration specialist get in touch with your right away.