The Vague Trap: “Missing information” is often a generic status code, not a helpful instruction. It keeps the clock running without moving the claim forward. Stop Guessing: Do not just resend your entire file. This creates confusion and duplicate copies. You must force the adjuster to name the specific missing item. The “Specificity” Question: Ask … Read more
The “Hidden” 20%: Overhead and Profit (O&P) is a surcharge paid when a General Contractor is needed to coordinate the job, typically adding ~20% to the total. The Trigger: It is not automatic. It is usually triggered by the complexity of the repair, not just the cost. The “Three Trade” Myth: Many adjusters use a … Read more
The Reality: “Pending Review” is often a catch-all parking lot, not an active process. It usually means the file is sitting in a queue waiting for a human to look at it. The Hidden Cause: The most common operational reason for this delay is “Dollar Authority.” Your adjuster might need a supervisor’s permission to pay … Read more
The Agent: Sales and support. They can escalate delays but rarely approve repairs. The Desk Adjuster: The decision maker. They review the file in the office and typically control the payments. The Field Adjuster: The inspector. They document the damage but often cannot make final coverage decisions on site. The Claims Rep: Admin support. Use … Read more
The Golden Rule: Never submit a photo that is the only copy you have. Always keep the raw, untouched original file on your own device. Metadata Matters: Original photos contain hidden data (EXIF) that proves exactly when and where the photo was taken. Edits and screenshots often destroy this data. No Screenshots: Sending a screenshot … Read more
The Core Rule: “Sent” does not mean “Received,” and “Received” does not mean “Open and Read.” The Loop: Never send a file without explicitly asking a “Yes/No” question that forces a reply. The 48-Hour Rule: If you do not get a confirmation within 2 business days, you must re-send with a specific “2nd Request” header. … Read more
The “Silent Check” Problem: The first check is almost always just the Actual Cash Value (ACV) and not the final amount. ACV vs. RCV: RCV is the price to replace it new. ACV is the used price, which equals RCV minus depreciation. Recoverable Depreciation: In most replacement cost policies, the deducted money is held back … Read more
The “Black Hole” Phase: The period between the inspection and the estimate is the most common stall point. It is usually operational rather than malicious. The “Field to Desk” Handoff: The person who visited your house often does not have the authority to send the check. They must upload their work to a desk adjuster … Read more
It is not your Policy Number: Your Policy Number identifies your account (who you are). Your Claim Number identifies this specific damage event (what happened). Do not mix them up. The Submission Rule: In claims operations, documents without a Claim Number risk getting lost in a “general correspondence” queue. Write this number on absolutely everything … Read more
Audio matters more than you think: Narrate what you see, state the date, and point out specific damage sources while recording. Do not edit the file: Never trim, filter, or combine clips. The metadata in the original file proves when the video was taken. Slow down the pan: Move the camera half as fast as … Read more
The Reality: In the world of insurance, “I sent it” means nothing. “I can prove you received it” is the only thing that stops the clock. The Method: Never trust a green “Upload Complete” checkmark. Always take a screenshot that captures your computer’s system clock. The Strategy: Treat your “Proof of Submission” folder as your … Read more
The Core Strategy: Correcting “quantity errors” (missing square footage, missed waste factor) is often the fastest way to increase a low estimate because it relies on objective measurements. What to Look For: The most frequent errors are “Net vs. Gross” calculations (forgetting material waste), “phantom rooms” (missing closets), and ignored “labor minimums.” Action Step: Audit … Read more
The Core Problem: Silence after an inspection often means the report is stuck in a “handoff gap” between the field inspector and the desk adjuster. The Diagnosis: You need to identify if the report was uploaded, if it passed quality assurance (QA), or if the desk adjuster is just sitting on it. The Fix: Stop … Read more
When reporting a claim, providing too much backstory can unintentionally confuse the intake process. Limit your initial report strictly to what you can see, hear, or feel. Guessing the root cause of the damage on day one often leads to incorrect file routing and unnecessary coverage reviews. State exactly when you found the damage to … Read more
Uploading hundreds of unnamed photos from your phone often destroys the context of your evidence. Without a clear naming system, your photos can become disorganized the moment they enter the estimating software. Rename your image files before uploading them. Use a simple, three-part naming convention: Room, Damage Type, and a two-digit Sequence Number. Estimating software … Read more
The first email you send is the formal opening of your claim record. A clean, organized message helps prevent your file from getting lost in a crowded inbox. Lead with your claim number, stick to observable facts, and list your mitigation actions to make your file easy to process. Close with tactical questions that require … Read more