Community Support
Committed to Supporting Our Community Every Step of the Way
BioLab cares deeply about the community, and our team has been on the ground supporting the response and remediation efforts. We remain committed to the community and will continue to partner with local organizations as we move forward.
Being There 24/7 to Process Claims & Respond to Questions
In the months since the fire, our dedicated call center has been available 24 hours a day, 7 days a week to assist the community. BioLab has responded to more than 43,000 calls and 18,000 emails during this period. Reflecting the steady decrease in the volume of incoming new claims, the process for submitting new claims concluded on December 31, 2024. Community members with eligible claims that remain in process should continue to work directly with their assigned adjuster.
BioLab has now processed the vast majority of remaining claims. As a result, on April 11, 2025 at 5 pm ET, the Community Assistance Center and Call Center will transition to fielding any go-forward inquiries by email. For any inquiries moving forward, community members can continue to email [email protected].
Providing In-Person Community Assistance
Our local Community Assistance Center was established to provide a central in-person location for area residents and business owners to directly access information and resources coordinated by BioLab. The Center assisted more than 5,000 individuals, including with submitting and processing claims.
BioLab has now processed the vast majority of remaining claims. As a result, on April 11, 2025 at 5 pm ET, the Community Assistance Center and Call Center will transition to fielding any go-forward inquiries by email and the 927 N Main Street location will close. For any inquiries moving forward, community members can continue to email [email protected].
Community members with eligible claims that remain in process should continue to work directly with their assigned adjuster. Community members with approved payments should only report to the Center when they are notified by their adjuster that their check is ready for pickup. The Center is no longer managing claims onsite.
The Community Assistance Center will continue to be open for check pickup Monday-Friday from 11am-5pm ET and Saturday from 11am-3pm through April 11, 2025. Any checks for approved claims that are not picked up at the Center by April 11, 2025 at 5 pm ET will be mailed to the address on file.
For any inquiries moving forward, community members can continue to contact BioLab by emailing [email protected].
Understanding the Needs of Our Community
Our Community Liaison – who is a highly experienced BioLab employee and resident of Conyers – was appointed to serve as a key point of contact for direct engagement within the community. Over the course of several months, he was on the ground engaging with residents and local businesses to answer questions and understand how BioLab could best support our community.
The Community Liaison can be reached by emailing [email protected].
Offering Debris Clean-Up
Our debris removal service was made available to community members who wished to have fire debris cleared from their private property. Over the course of four weeks, this service removed debris from more than 130 properties, in addition to clearing debris carried off-site by the wind from public areas and roads. With all requests having been successfully completed, BioLab’s debris removal service concluded on November 1, 2024.
Supporting Local Organizations
We have made donations to local organizations to support their own efforts to assist area residents, as well as provided volunteers and other forms of assistance, including during the 2024 holiday season. As we move forward, we will continue to look for opportunities to partner with local organizations to support the community.