Note: All sections contain information on their purpose, relevant references, included components, and distribution methods. This page does not cover the how-to of the individual components. Please view our library for specific topics if you’re looking for further details.
Communication Consent & Release
Purpose: The purpose of a communication consent/release is to have a client or adjuster agree on frequency/distribution.
Ref.:
- S500 9.1.4 Communication – “Communication between materially interested parties is important on any water damage restoration project. It is recommended that materially interested parties agree on the purpose and subjects of project communication, the frequency and mode of communication, and the contacts with whom communications will be distributed”.
- S500 9.2.4 – Required Documentation
The MIPs only become responsible for their opinions/positions/actions if you:
- TELL them what they need to know, and
- TELL them WHY it matters to them as a party to the loss.
- In your initial response report/email to the Carrier, include a section regarding communication opt. out. If an adjuster or client doesn’t want to participate in any particular type of communication, they must sign off on that:
- They understand and accept the liability for their lack of participation in the loss, AND
- That they have surrendered their ability to question the process, its appropriateness, and billing.
- This is a “Fair and Reasonable” narrative moment – It is only fair that they do not Monday morning QB if they will not participate in the loss and “fairly” communicate their concerns when something can be done about it.
Our recommendation: Adjusters and insureds will be less frustrated with your enthusiasm to cooperate, and more so with an onslaught of communication and documentation. They’re already overwhelmed. Avoid being a thorn in their side. If you can create a project site page that is consolidated to a single link, you allow them to access what they need, when they need it. This not only maintains transparency but frees you to document thoroughly for your records, while giving the adjuster control over their engagement level once they’ve signed off.
How to Professionally Handle Unresponsiveness
- Don’t take it personally.
- Consistent daily email communication with delivery and read receipts continues until declined in writing.
- Place a call if needed, and be aware of a recorded line.
- Your default workflow is executed until you get writing indicating otherwise to manage your liability.
- If you need to initiate stabilization, make all parties aware of its implications and potential delays.
Initial Response Survey / Intake
Purpose:
The purpose of the initial response report is to set foundational facts that create accountability for ALL parties.
- Standard of Care Mandated?: Yes and No
Ref.:
- S500 10.6 – Initial Response, Inspection, and Preliminary Determination (Should).
- S500 9.2 – Project Documentation and Recordkeeping (Recommended).
- S500 9.2.1 – Time Keeping (Should / Can)
- 9.1.2 – S500 Contracts
Components:
- Site Interview (DOL, COL, SF, structure history, occupants survey)
- Intake Contract Compliance Review (CFS, Policy dec page, proprietary docs)
- Initial LCCC Notes: I.e., Special circumstances & situations that affect your workflow.
- Insurance
- The Call to the Carrier (If the claim has not been called in)
- Request in writing to begin active mitigation with an inspection release to Carrier.
- If no release or response same day, send stabilization notice with Daily Delivery (with Delivery and Read Receipts to Client and Carrier).
Distribution:
- This information is routinely compiled through an intake form in a survey format. You can create an email template with the necessary fields or create a form (via Airtable or Excel) to print a PDF that you use for each project. An expansive section about claims management is covered in the claims management category of this library.
Daily Report
Purpose:
The purpose of this report is to solicit agreement and inform all parties of the current progress, as well as call your fouls now, not later.
Carrier Resistance Scale: 3 (No resistance to doing.) 1. (High resistance to acknowledging)
Standard of Care Mandated? Yes (collection of data). No (Distribution of data).
Ref.:
The Standard mentions “MIP’s” more than “Communication”.—
- 1.2.2.2 Ongoing Inspection(s) (Should)
- 9.1 Administrative Procedure (Recommend)
- 1.2.2.2 Ongoing Inspection(s) (Should)
- 9.1 Administrative Procedure (Recommend)
- Disclaimers
- A.3 Application
- 1.2.2.1 Initial Inspection
- 1.2.2.3 Final Inspection
- 9.1.4 Communications
- 9.2.6 Documentation of Limitations and Deviations
- 10.3 Documentation
Etc…
Rules:
- Call your fouls – make your adjustments NOW before it’s fraud later.
- 1-2 paragraph narrative.
- How often? Daily preferred but determined in onboarding. Get the requested communication frequency, subject, and mode in writing.
- If you’d like to keep your clients’ trust, craft your narrative now.
- Is your insured telling you “yes” today?
- Make your MIP’s responsible.
- Do it daily or contemporaneously (or at least for the moments that matter).
Report Components:
- 1-2 paragraph narrative,
- psychometric readings,
- moisture mapping tables and charts,
- Equipment positions and Room layouts.
- Drying Plan – Dehumidification
- Drying Plan – Air Movement & Air Filtration
- Restorative Drying Techniques / Destructive Drying Used
- Pre-loss damage at the site
- Miscellaneous Notes
- Remote Monitoring System Notice (if applicable)
Email Components:
- What they will find in the report or email?
- Why are you providing the data?
- A message to the client
- A message to the carrier
- A request for supplemental data
- Policy limits warning
- Contact Info
- “If we do not hear from you in (x) amount of time, we will assume (y).
Distribution:
As implied in the name, this report is meant to be distributed on a daily basis to the insured AND the Carrier. You can send an email to the insured and CC the Carrier.
Weekly Report
Purpose: The Weekly Report is meant to handle the complaint: “If I had just known how much this was going to cost…”
Standard of Care Mandated?: Yes (excluding when not applicable).
Ref.:
- S500 9.2. – Project Documentation and Recordkeeping
- 9.2.3 Project Monitoring Logs
Components:
- Weekly Narrative with LCCC’s w project phase
- Contracts (This includes AOB if applicable), Sampling, Psychometrics from the last week, etc.
- Estimate with Cumulative Burn to date, equipment logs, timesheets, consumables, etc.
Distribution:
- Send to insured and “cc” the carrier – BUT collect communication consent form from Insured during onboarding. They should drive YOU to communicate with the Carrier FIRST.
- To Carrier: “Do you need anything” / “Enclosed please find xxx, it includes.
- Lay the predicate: “If you don’t respond by …”
- —They usually never answer right away…have your insured keep driving communication.
- Turn on DELIVERY AND READ receipts.
- Send out EOB Fri for optimal timing to the Carrier & Insured
Stabilization Notice
Purpose: The Stabilization Notice is to allow the Carrier an opportunity to exercise their right to inspect via their duties after loss.
Standard of Care Mandated?: No.
Ref.: No references exist for this (yet).
Distribution:
- Stabilize – to make stable, steadfast, or firm; to hold steady: such as to maintain the stability of (something, such as an airplane) by means of a stabilizer; to limit fluctuations of (Merriam-Webster)
- Initial VS Continued Notice of Stabilization
Conflict within these requirements:
- “Perform work immediately to minimize the loss, but do nothing that prevents our ability to inspect the loss before you alter it.”
- Failure to address this paradox creates an opening for disagreement and future conflict.
Final Report
Purpose: To present a unified file that consolidates daily and weekly data into a cohesive, comprehensive narrative.
Standard of Care Mandated?: Yes.
Ref.:
- 9.2.4 Required Documentation
Components:
- Cover Page – Executive Summary (project name, arrival photo of the house, address, claim #, policy #, DOL, Response date, etc.)
- ALL Contracts
- Time & Attendance / Mileage “Trip Logs”
- Narrative / Timelines with Milestones / LCCC’s
- Sampling / IEP Reports
- Estimates – categorized by phase or contents
- Floor Plans – Moisture, Equipment, & Hazard
- Psychometrics with Drying Plan
- Photos by Phase or LCCC
- Communication Logs
- Third Party Reports
Distribution:
This report is typically submitted after the services have been completed and you’re in the collections phase. This report should be sent with every payment request.
Client Red Line Review
Purpose: The red line review is one of the final steps in onboarding. Your daily and weekly reports create the narrative, and the red line is the review at the end. This confirms the client understands the costs associated with recovery.
Standard of Care Mandated?: No. (Recommended)
Ref.: N/A
Components:
- Conduct a full, comprehensive sit-down review with the client to make sure the insured has no questions about their file.
- Post-loss file support — Contract provision for file support post-carrier grace period.
- By now, you should discuss litigation or Alt. dispute. This begins in onboarding.
Distribution: N/A
- “This information is true and correct to the best of your knowledge.” Then sign off (Contractor & Insured).
- Send to the carrier with a grace period of (x) days for review with a confirmed delivery method.
Generating Timelines & Milestones
Purpose: Your timeline is generated by your daily notes and highlights critical, noteworthy events (milestones) in the project. Double points if you take them contemporaneously. This adds validity to your claims.
Standard of Care Mandated?:
Ref.: N/A
Components:
- Milestones: Anything that will ever become meaningful. Anytime someone has accused you of fraud, “we will pay you if you just have”…etc.
Interim Billing Progress (Weekly Report)
- Inspection Requests
- Dry Standard Reached
- Phase & Phase Delays – stab., mit., rem., demo, rebuild, etc.
- Customer & Carrier Communications – Texts, Emails, Calls
- Contract Signatures
- Site Visits / Inspections
- Reminders
- PRV Notices / Clearance
Distribution:
- Since the timeline should be an accumulation of your daily notes, these are typically distributed in the daily, weekly, and closing reports.
LCCC's
Purpose:
- The purpose of recording LCCCs is to document challenges and conditions that may disrupt or hinder written workflows stated in the Standard.
- LCCCs can also cause “Delays”. Include them in your notes and emails if it affects your workflow.
Standard of Care Mandated?: Yes.
Ref.:
- 11 1-6 Limitations, Complexities, Complications, and Conflicts
- 11.6.1 Hazardous or Regulated Materials
- 11.6.2 Insurance
Components:
- “Limitations – restrictions put on the restorer from another party…”
- “Complexities – Complexities are conditions causing a project to become more difficult or detailed, but do not prevent work from being performed adequately…”
- “Complications – Complications are conditions that arise after the start of work, causing or necessitating a change in the scope of work or work plan…”
- “Conflicts – limitations, complexities, or complications that result in a disagreement between the parties involved about how the restoration project is to be performed are called conflicts…”
Distribution:
LCCC’s are woven into your timeline/narrative and driven by your daily notes.
Notice for Payment / Lien
- Check with your attorney on the grace period – this is a legal requirement and a matter of optics at trial.
- The jury will ask: “Were you reasonable?”
- The carrier’s attny will ask: “did you meet conditions prescient on what’s in the policy?”
- Consult your insured to propose litigation as a possible avenue before a lien
- Pre-litigation / alt. dispute process
- Jurisdiction required notices for the lien