The Risk: A new adjuster inherits a stack of files, meaning your previous verbal agreements can easily disappear. The Fix: Do not assume they have read your history. Send a “Continuity Recap” to bridge the gap. The Action: Summarize the current status, locked-in agreements, and pending payments in one structured email. The Mindset: You are … Read more
The “Golden 5”: I never consider a call complete until I have the Date, Time, Rep Name, Claim Number, and Next Step written down. The “Scrap Paper” Risk: Information written on envelopes gets thrown away. I urge you to use one dedicated notebook or digital note from minute one. Verbal is not valid: If a … Read more
The Problem: Adjusters often review hundreds of photos a day. If you send a batch of 50 unnamed photos, they will likely miss the subtle details that prove your claim. The Solution: A Photo Index is a simple document (usually a spreadsheet) that acts as a “Table of Contents” for your evidence. Key Columns: It … Read more
The Pattern: Paperwork is not random. It follows a predictable “Three Wave” cycle: Intake, Investigation, and Settlement. Day 1 to 3 (Intake): Expect administrative forms like Acknowledgement Letters and Privacy Notices. These confirm the claim is open. Day 7 to 14 (Investigation): This is when the heavy documents arrive, including the “Reservation of Rights” and … Read more
The Core Truth: A gap between the bid and the estimate is normal. It is rarely a “take it or leave it” situation; it is the start of a reconciliation process. Scope vs. Price: Most gaps are caused by missing scope (items left out), not just price differences. You must fix the scope first. The … Read more
The “Issued” Illusion: In insurance terms, “Issued” often just means “approved by accounting,” not “physically put in a mailbox.” There is often a processing lag (commonly 3 to 5 days, though it varies). The Mortgage Trap: If your check includes your mortgage company’s name, it might have been sent directly to them, or it requires … Read more
The Power Dynamic: Most people just answer questions during the first call. You need to flip the script and ask questions to establish control. The “Who”: Always get the specific name, direct phone number, and email address of your Desk Adjuster (not just the call center rep). The “When”: Establish a standard window for contact. … Read more
The Trap: Dumping 500 photos into a single folder named “Claim” creates chaos for the adjuster and delays your payment. The “3-Bucket” System: Divide everything into three master folders: “01_Evidence_Raw,” “02_Working_Docs,” and “03_Submission_Packets.” Naming Rule: Never rename files in the Raw folder. Only rename the copies in your Working folder to describe the content (e.g., … Read more
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