When the response itself isn't enough.
Same IICRC-aligned dispatch. Same documentation discipline. Added white-glove communication, discretion, and contents handling for property owners whose homes, schedules, or collections require additional coordination.
Same response. Different coordination.
The physical mitigation work on a Catalyst job in a $400k home and a $4M home is identical. The IICRC standards, the dispatch posture, the daily monitoring, the documentation — same playbook, same crews, same equipment. What we add at this tier is everything that surrounds the work: how communication flows, who is informed, how contents are handled, and how a household's privacy is protected.
We built this page because a few customers each year need that surrounding layer to be heavier. If you are one of them, what follows is what we do.
What white-glove coordination actually means.
Six things that are different on a white-glove engagement. The first five are about people; the sixth is about contents.
Direct senior dispatch line
You get a number that bypasses the standard 24/7 triage line and reaches senior dispatch directly. Used at your discretion. The standard line still works the same way it does for any customer.
Designated point of contact
One person — you, a spouse, a property manager, a household manager, an attorney, an executive assistant — receives every update. We do not call multiple parties unless explicitly instructed. Channel of communication (call / text / email) is whatever your point of contact prefers.
Discretion protocols
No yard signs. No truck branding photographed unnecessarily. No mentions of the address or homeowner identity in social or marketing posts about completed work. Standard NDA available on request before the first site visit.
Property-manager + household-staff coordination
We work through whatever vendor-management structure you have. If your property manager controls vendor access, we coordinate through them. If a household manager schedules our visits, that's the only schedule we operate from. Same with security, off-site decision-makers, and trustees.
High-coverage claim documentation
High-value insurance carriers (Chubb, AIG Private Client, PURE, Cincinnati Executive Capstone, Liberty Mutual high-value) expect documentation that exceeds standard scope. We produce per-room moisture mapping, contents inventory with serial numbers and condition photos, cause-of-loss analysis with timeline, and IICRC-aligned scope rationale on every white-glove engagement by default.
High-value contents handling
Fine art, wine collections, antiques, custom millwork, fine fabrics, electronics, instruments. We coordinate with conservators, sommeliers, art handlers, and specialty restoration partners rather than treating high-value items the same as standard contents. Pack-out, climate-controlled storage, and inventory chain-of-custody are documented.
Who actually needs this layer.
We do not assume a property is high-value based on ZIP code or square footage. The white-glove layer fits when one or more of these is true:
- Your home contains a fine art, wine, or antiques collection valued at $250k+.
- You hold a high-value homeowners policy with Chubb, AIG Private Client, PURE, or a similar carrier.
- A property manager, household manager, or estate manager handles vendor coordination for you.
- Confidentiality is a hard requirement (executive household, public figure, family office).
- Your work schedule requires the restoration crew to operate outside standard daytime windows.
- You own multiple properties and need consistent documentation across all of them.
Two paths in.
For active losses, time matters more than process. Call standard dispatch and tell us you need white-glove coordination — we adjust immediately. For pre-event arrangements (NDA, property-manager onboarding, contents inventory baseline), schedule a no-loss consultation.
Call dispatch. Mention white-glove coordination.
Standard 24/7 line. Tell the dispatcher you need white-glove coordination and the request routes to senior dispatch immediately. We do not delay mitigation for paperwork.
240-291-8439Schedule a consultation.
NDA review, property-manager onboarding, contents baseline inventory, specialty-handling protocols. Done at your property or remotely. No cost, no obligation.
Schedule consultationWhite-glove response FAQ
No. The IICRC-aligned protocols, documentation standards, and dispatch posture are the same on every Catalyst job. What changes for white-glove coordination is who is communicated with, how often, through what channel, and what additional handling is needed for high-value contents.
There is no fixed dollar threshold. The factors that typically trigger white-glove coordination: significant fine art / wine / antiques collections, a household staff or property manager that handles vendor coordination, a confidentiality requirement, an executive schedule that requires after-hours work, or a property valued substantially above local median where standard documentation needs to be supplemented for high-coverage carriers.
You designate a single point of contact (homeowner, spouse, property manager, household manager, attorney, or executive assistant). All updates run through them on the channel they prefer. We provide a direct senior-dispatch number rather than the standard 24/7 line. Status reports come daily during active mitigation, more frequently if you want.
We bill direct to all major carriers operating in our region including the high-value programs from Chubb, AIG Private Client, PURE, Cincinnati Insurance Executive Capstone, and Liberty Mutual Personal Insurance high-value tier. We coordinate documentation to the standards their adjusters expect.
The mitigation work bills at the same Xactimate-aligned rates as standard work. Additional services that exceed standard scope - specialty contents handling, off-hours dispatch outside emergency windows, third-party coordination - are quoted before they begin and invoiced separately.
Active loss at a high-value property?
Catalyst crews stage across MD, PA, WV, and VA — call now or request emergency response.