Getting Water Damage Invoices Past Insurance Adjusters

The worst thing about water restoration is when the adjuster calls to tell you that your invoice is too high. In my 14+ years of water restoration, I have received many calls from adjusters stating that my price for this fan or dehumidifier is too high. I used to get annoyed by this until I discovered the secret to avoiding most of these calls: COMMUNICATION AND DOCUMENTATION. The adjuster must justify his work to his boss. If the price and scope can be justified, then the work will be paid.

It is crucial to get started on your job correctly. Before you start work, it is important to have a work authorization signed and signed by the insured. Some insurance companies will be able pay you directly, or at the very least have your name on the check.

Once the mitigation has been completed, you can call the adjuster to let him/her know. This can be done while you are driving back to your office. The adjuster should be able to see what you saw at your arrival and what you have decided to do. I try to avoid talking about pricing during this conversation. I will answer their questions if they are interested, but this conversation is more about information and a phone call to the adjuster. Usually, the adjuster is not available at this point so I call to inform him/her.

You will need an itemized invoice. Your company name and address should be included on the invoice. Each room should have its own measurements and be separated. Next, list every item or piece that was used in each room. Comment on the most frequently questioned items, such as the cost of dehumidifiers and how many fans you have, extraction, etc. If your estimating software allows, you can add comments to the items. These can be used to justify why you charged so much for a dehumidifier, or why you have 3 fans in a 6×6 room. Comment on any questions. This is my favorite part of the invoice process. Although it takes time, the adjuster will still be able see the reason behind each line item. This alone could prevent most calls.

Include a copy the signed work authorization as well as a signed certificate of satisfaction. This document not only proves that the customer is satisfied, but also authorizes you to perform the work. Your work authorization form should contain a section that allows the insurance company to pay you directly. My lawyer reviewed my form to ensure it was doing what I wanted. It doesn’t matter if you have a template or created your own, I strongly recommend that you do the exact same.

Your daily humidity readings are another tool to justify your bill to an adjuster. The temperature, relative humidity, grains (gpp), and unaffected areas should all be kept within, outside, unaffected, and with the HVAC. This will allow you to see what’s happening on the job. We opened a refrigerant dehumidifier several years ago and brought it to work. We got to the place and started running our pshychrometric measurements. It turned out that there was an issue with the dehumidifier. It was wonderful to discover that the problem with the dehumidifier was discovered immediately and not later, when there would have been a lot more evaporation but no dehumidification. The grain readings can be used to prove equipment malfunctions, that a door was not shut, that a window was opened, and so on. If you use this correctly, you can show the adjuster why you need an extra day. To help you explain what you saw, make sure to add comments along with your readings.

A graph made by a data logger can be added to your daily humidity readings. Data loggers can record temperature and relative humidity at any time you like. It is a great way to see a graph of the job. I set mine to record every minute. Once the job is completed, print the graph and send it with your invoice. A graph, just like your daily readings, will show what you saw on the job. (i.e. (i.e., door left open, window opened, equipment turned off etc. You can also take an hour-long reading of your equipment at various points during the job to prove that things are not running. This should be submitted as part your documentation.

Pearson Carpet Care is managed by Kevin Pearson. He has more than 17 years of experience in the restoration and cleaning industry. He is a member of several IICRC committees and the PCRA board of directors. Kevin has been able to dry buildings in Texas, Oklahoma, Louisiana, and Louisiana. His extensive experience includes drying residential properties, but he also has the ability to dry office buildings, chemical plants and historical homes. He is also familiar with Southern Methodist University, Stephen F. Austin State University and The Toyota Center (where you can see the Houston Rockets).