In the world of restoration, business success doesn’t just come from doing great work—it comes from getting paid for that work quickly and consistently.
While it’s easy to get caught up in the grind of running your restoration business, there’s one thing that can make or break your business. Any guesses?
Your ability to navigate the payment process efficiently and strategically. And that depends on being able to collaborate efficiently with insurance adjusters.
Yep, insurance adjusters. They’re the people standing between you and your payouts. If you can crack the code of working with them, you can unlock the door to faster payments, fewer disputes, and an incredibly smooth claims process. Why not create a foundation for sustainable growth, reliable income, and a stress-free claims process?
Read on to discover the five strategies you need to win over insurance adjusters and take your business to the next level.The Power of Cash Flow: Why It’s Restoration Business Superpower
Strategy #1: Know the Role of the Insurance Adjuster
Get a head start on your colleagues by first getting crystal clear on what an insurance adjuster’s role is—and why it matters to you.
Adjusters have one core mission: Protect the insurance company’s financial interests.
Adjusters are always on high alert for fraud. It’s part of the game and our profession. It’s also why they scrutinize every detail of a claim. They need to verify that the work was done, that the charges are fair, and that there’s no padding of invoices. It’s not personal—it’s just their profession.
That does mean, however, that they’re constantly on the lookout to ensure claims are legitimate, work has been completed as stated, and every charge is justified. They’re trained to be skeptical, and that’s exactly what you need to understand. They’re always going to approach you and your work with skepticism, scrutiny, and a desire for clear project narratives. But when you know that, you’re no longer blindsided by them questioning your invoices or asking for additional proof.
Instead, you expect it, and instead of getting defensive, you’re ready and willing to make their lives easier. (And that will make your project move faster.) Adjusters aren’t out to make your life harder—they’re simply doing their job.
By making this small shift, you can instead build a sense of trust with them that will only accelerate your process.
Your job is to make it as easy as possible for them to say “yes” to your claim. The rest of these strategies tell you how to do just that. Let’s go.
Strategy 2: Be the Professional They Want to Approve
Decide to be the restoration professional that insurance adjusters love to work with. That begins with understanding your business tone, bringing respect to every interaction, prioritizing clear communication, and being aware of their time restraints.
Let’s jump in.
Set Your Business Tone
From the first email to the final payment, decide that it’s up to you to set the tone. And then, determine what you want that business tone to be.
When someone thinks of your business, what adjectives do you want to come to mind?
Act like that. All of the time. Show up in a way that will reflect well on your business and will get your project done the quickest. By being intentional in your business tone, you will reach your project goals and accelerate reaching your project initiatives and business strategies.
AR Pro Tip: Take the time to do a branding exercise to explore what you would like your brand tone of voice and style to be. And then use and project that everywhere.
Infuse Every Interaction with Respect
If you treat adjusters with respect, you’ll see a substantial shift in your interactions with them. This includes showing them that you understand their job responsibilities and that you respond to their requests promptly. When you send complete, accurate documentation right from the start, you’re telling the adjuster, “I’m a professional. I respect your work. And I know what I’m doing.”
By showing up in a fashion that’s organized, proactive, and timely, your insurance adjuster will begin to trust you at an accelerated rate. And when adjusters trust that you’re a professional who can respond promptly and with exactly what they need, they’re more likely to fast-track your claim. Watch that relationship move from contention to collaboration.
Communicate Well for Strong Collaboration
Keep adjusters informed throughout the project. Don’t just submit a claim and disappear—keep them in the loop. Give them updates as the work progresses. Let them know if there are changes or unexpected issues. Make sure they’re not surprised when the final invoice lands on their desk.
If you keep the lines of communication open, you’re not just another contractor in their pile of claims. You’re a trusted partner who’s making their job easier. And when it comes time to approve your claim, that rapport will make an incredible difference. Trust us. Or better yet, try it for yourself.
AR Pro Tip: AR Workflow is the automated accounts receivable platform that we’ve designed specifically to support restoration professionals in streamlining and simplifying their workflows.
Use AR Workflow to log every communication and document every interaction. This keeps communication on your project transparent and organized from Day 1, so that projects move quickly and with seamless communication. Likewise, if a dispute ever comes up, you have a clear record of what’s been discussed. Save time through proactive documentation and organized projects.
Acknowledge Their Time Constraints
Lastly, along with showing insurance adjusters respect in every interaction, help them move quickly by being aware of the time constraints inherent in their work.
Adjusters are perpetually working against the clock and juggling multiple claims beyond your own. Be responsive, be proactive, and get them what they need, fast. The more you can do to make their life easy, the faster they’ll move on your claim. When you respect their time, they’ll respect yours and that of your project.
Strategy #3. Master the Art of Documentation
Documentation is the foundation of a smooth claims process. When you master it, you’re setting yourself up for faster payouts and fewer disputes with your insurance adjuster. Here’s the three steps to help you do just that:
Step 1: Make a Commitment to Rockstar Documentation
Commit yourself to excellence with thorough and clear documentation. Any time a project advances, document it. Capture everything. Label your photos clearly. Have an abundance of visual proof. Photographs, detailed descriptions of the work performed, a breakdown of costs—these aren’t just extras; they’re essentials that’ll speed up your approval process and smooth out your relationship with your insurance adjuster.
Here’s the truth: You’re never just submitting paperwork. You’re building a case.
Every invoice, every photo, and every communication is part of a bigger picture that tells the adjuster, “This work was necessary, done right, and fully justified.” Although it feels tedious, meticulous documentation will speed up your processes and transform your relationship.
When you deliver the goods without your adjuster having to dig, you’re building trust and further accelerating your payment process. Beyond that, you’ve just cracked the code for faster payouts. Your adjuster and your business will thank you.
Step 2. Build Your Project’s Photo Dossier
Photos are your undeniable proof that the work was done—and done right. Take photos before, during, and after the job. Every time the project progresses, take a photo. (Yes, we understand that might mean every day.) Label them, organize them by date, and make sure they tell a clear story of the work performed. This is the evidence that will help insurance adjusters fast-track your claim.
With AR Workflow, uploading, organizing, and sharing these photos is a breeze. Everything is stored securely and ready to access the moment an adjuster needs proof. Reduce time lost sorting through files or disorganized projects for faster and more efficient workflows.
Step 3. Create Invoices So Detailed There’s No Space for Questions (or Delays)
Adjusters are always on the lookout for overbilling. They don’t want to pay for inflated charges or services that weren’t actually performed.
Break down your invoices, show them exactly what you did, and explain why it was necessary. Explain every service, every material used, and every hour worked. The more detailed you are, the fewer questions insurance adjusters will have—and the faster they’ll approve your claim.
When adjusters see that you’ve justified every cost, you make it easy for them to approve your claim without hesitation. Once you’ve removed the barriers, you’ll find your whole project timeline accelerated immensely.
Transparency with insurance adjusters is your greatest asset. If you want to accelerate your payout, give your insurance adjusters everything they need upfront.
AR Workflow lets you clearly organize your invoices, photographs, and reports to make it easy for adjusters to say yes. Improve the roadmap that leads them straight to approval.
Read our article THE POWER OF BULLETPROOF DOCUMENTATION to discover how to level up your documentation game.
Strategy #4. Handle Disputes Like a Professional
Even when you do everything right, disputes can happen. The key to resolving them? Stay calm, stay professional, and always be prepared. Here are a few tips on how to wrangle disputes with your insurance adjuster:
Stay Cool Under Pressure
Disputes can be frustrating, but getting defensive won’t get you paid faster. Stay calm, provide the documentation they need, and focus on the solution. When you handle disputes professionally, you show the adjuster that you’re someone they can work with—not against.
Negotiate and Escalate When Needed
Sometimes, you’ll need to negotiate to reach a solution. Stay flexible, but protect your business. If necessary, escalate the issue to the adjuster’s supervisor or the claims department. Just make sure you’ve documented everything. And with AR Workflow, tracking these interactions is as simple as it can be.
We’ve designed AR Workflow to track, consolidate, and organize every step of the process. You’re busy - let us make the hardest parts of your work simple.
Support your team with consolidated communication and crystal-clear documentation. Decrease time and capital lost on disorganization or human error. It’s all there with AR Workflow.
Keep Your Eye on the Win
Think of the adjuster’s approval as the final boss in a video game. Once you’ve conquered this relationship, you’ve won the level, and the payout is yours. The faster you give them what they need, the faster you unlock the payment. That’s the win you need to optimize for.
Every interaction, every document you provide should be laser-focused on making the adjuster’s job easier. Respond quickly. Don’t be argumentative. Be overclear in your documentation. Make their job simple. Make disputes non-personal.
If you can do that, you can shift your relationship with your insurance adjuster and accelerate dispute resolution and your cash flow like never before.
Strategy #5. Leverage Technology to Win the Game
Technology is your secret weapon for mastering collaboration with adjusters. Tools like AR Workflow streamline every part of the process, making it easier to document, communicate, and manage claims.
When you use technology to stay organized and proactive, you’re not just improving your resources to communicate with adjusters—you’re setting your business up for long-term success. Save time, improve the quality of your admin work, and become the restoration professional that all the adjusters in your area appreciate working with.
AR Workflow has centralized communication built-in to streamline and simplify your insurance adjuster relationship. Easily collect, consolidate, and sync all customer communications—whether they’re emails, SMS messages, or phone call notes—in a centralized system. This lets any team member easily review the history of communications with a customer, eliminating confusion or duplicated follow-ups.
Changing Your Business Starts with You
There are plenty of professionals in our industry who are trying to make your life and your projects more difficult. Adjusters aren’t one of them.
Instead of approaching this critical relationship in an adversarial way, think of them as your untapped ally.
Channel our five strategies to do just that. Know their role, approach your project from their point of view; stay professional; master documentation; stay professional in the dispute process; and leverage technology. Do all of that, and you’re on your way to accelerated approval processes.
This is your moment—take control of your collections process, build those relationships with adjusters, and start seeing faster payments, smoother operations, and unstoppable cash flow.
It’s time to level up, take charge, and dominate your industry.
So, what are you waiting for? The time to act is NOW.
Let’s take control of your cash flow and unlock the future you deserve. A better version of your business is waiting. Let’s get it.
With AR Workflow you can:
Try our 14-day free trial and see the AR Workflow difference for yourself.
Take Back Control of Your Payments
and Your Restoration Business
Mortgage companies might be shaping the future of restoration payments, but that doesn’t mean you have to be at their mercy. By understanding their processes, building strong relationships, streamlining your operations, and managing your cash flow, you can take back control of your payments—and your business.
This is your business. Rise above the challenges, take control of the process, and create the space for exponential growth. The future is in your hands—are you ready to seize it?
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