How billing works: True Day bills your insurance carrier directly for the approved scope using Xactimate, the estimating software most insurers use. You pay your deductible and anything your policy doesn’t cover. The inspection is free, and financing through Wisetack (soft credit check, 3–24 months, $500–$25,000) is available for out-of-pocket costs.

Last updated: October 6, 2026 · By Michael Bass, Owner, True Day Water Damage Restoration

How True Day Handles Insurance Billing

Q: Should I call my insurance first or True Day first?

We suggest calling us first for the free inspection + written Xactimate scope, then opening the claim with your carrier with those numbers in hand. Opening a claim without scope documentation can anchor the adjuster to a low initial estimate.

Q: Do I have to use my carrier's preferred contractor?

No. Preferred contractor networks are referrals, not requirements. You have the right to choose any licensed, certified contractor. Your carrier will tell you this if you ask directly.

Q: What if the adjuster disagrees with True Day's scope?

We handle it. We walk the adjuster through our Xactimate line items, moisture readings, and category assessment. Most disagreements are resolved on documentation. If there's a persistent gap, we communicate it to you in writing so you know what the carrier won't approve.

Q: What's a supplemental claim and will I need one?

A supplement adds to an already-approved scope when hidden damage is found after demolition starts (saturation we couldn't see with FLIR, mold under the vapor barrier, structural soft spots). Standard on multi-phase jobs. We file supplementals; you don't do that paperwork.

Written scope before any demolition starts. Line-item invoicing you can compare to the Xactimate industry standard. No reconstruction or out-of-pocket work added without your written approval. Deductibles, supplements, and Assignment of Benefits explained honestly — before you sign anything.

Billing disputes are one of the most common complaints in water damage restoration, and the pattern is consistent: homeowner is told one number verbally, sees a different number on the invoice, and spends the next six months trying to reconcile the two. Sometimes the contractor blames the adjuster. Sometimes the adjuster blames the contractor. Sometimes both are correct that the homeowner did not understand the scope. In every case, the missing document is the same — a written scope, signed before demolition started, that everyone agreed to. This page walks through exactly how True Day bills restoration work: the No Surprise Invoice policy we commit to in writing, the five-step billing flow from claim opening to project close-out, what Xactimate is and why we use it on every project, and a full FAQ covering deductibles, supplements, and Assignment of Benefits.

The No Surprise Invoice Policy

Every True Day project is bound by five written commitments before any demolition begins. These are contractual — not aspirational.

A written scope signed before work begins. Before a single wall is cut or piece of flooring pulled, you receive the initial Xactimate scope in writing. You sign the version you agree to. Beyond the emergency drying needed to stop active damage, nothing outside that scope happens without an additional signature.
Line-item invoicing you can compare to Xactimate. Every line on the final invoice matches an Xactimate line item — the same software your insurance carrier uses. You can compare our line prices to industry-standard pricing on request. No lump sums, no “labor and materials” bundling.
No work added without written approval. If hidden damage is discovered during demolition (mold behind drywall, wet framing beyond the original scope), we document it with photos and moisture readings and send you the supplement the same day. Drying needed to stop active damage continues while the supplement is reviewed; any added demolition, remediation, or reconstruction waits for your signature. If you decline the supplement, we do not do that work.
Deductible and out-of-pocket total stated before demolition. Before demolition starts, we tell you the deductible amount, any line items the carrier is unlikely to cover, and the total dollar amount you will pay out of pocket. If you decide to walk away at that point, the 24-hour cooling-off period applies with full refund of any deposit.
Every billing question answered within 24 hours. Any billing question — from you or from your adjuster — is answered by Michael or the project lead within 24 hours. If a dispute cannot be resolved between the project lead and you, escalation goes directly to Michael at (385) 247-9359, and if still unresolved, to formal BBB mediation. The path is published on this page, not decided in the moment.

See our full scheduling & milestone promise: How we communicate on every job — same-day mitigation, written timeline, named project manager, milestone-slip notification.

The Five-Step Billing Flow, From Your First Call to Project Close-Out

What actually happens between the moment you open a claim and the moment True Day is paid:

Claim opened with your carrier

You call your insurance carrier and open a claim, which produces a claim number. You share the claim number with True Day. We do not open the claim on your behalf, and we never ask you to sign a broad Assignment of Benefits that would let us do so — see the AOB section below for why.

On-site scope with Xactimate + FLIR + moisture meters

A True Day technician performs a full on-site scope: FLIR thermal imaging to identify hidden moisture, calibrated moisture meters to establish Class and Category of loss per IICRC S500 standard, and a written Xactimate estimate priced to industry-standard rates for the Salt Lake Valley market. This scope is what we submit to your carrier.

You review, sign, and we begin

Emergency extraction and drying start right away under your work authorization — your policy’s duty to mitigate requires it. Before we cut anything, you receive the Xactimate scope, the total, your deductible, and any items the carrier is unlikely to cover. You sign the scope you agree to. If you want a second opinion from another contractor before signing, we hold on demolition. Once signed, demolition begins.

Supplements documented and approved before any additional work

If hidden damage is found during work (mold behind drywall, unexpectedly wet subfloor), we photograph it, take moisture readings, and prepare a supplement — an additional Xactimate scope for the newly discovered work. Drying continues; you review and sign the supplement before any added demolition or rebuild work proceeds. Your carrier separately reviews the supplement and either approves the additional coverage or declines it. If the carrier declines and you still want the work done, you decide whether to pay for it or leave it undone.

Direct-billing to carrier, final invoice to you

We bill your insurance carrier directly for the approved scope. You receive a line-item final invoice showing every Xactimate line, what the carrier paid, what your deductible was, and any out-of-pocket balance owed. Nothing on the invoice is different from what you signed.

Real examples: Our State Farm claim of $6,420 and our Bear River Mutual claim of $14,200 both moved from initial call to signed scope in under 48 hours, and both closed with the final invoice matching the signed scope to the dollar. The $14,200 claim included one supplement for hidden framing damage found during demolition, documented with photos and moisture readings and signed before additional work began. Neither project had a billing dispute filed with any party.

What Xactimate Is — And Why We Use It on Every Project

Xactimate is estimating software used by most major U.S. property insurers to determine what a restoration project should cost. It maintains a regularly updated pricing database at the ZIP-code level, so a demolition line item in South Jordan is priced against local labor and material costs, not a national average. True Day scopes every project in Xactimate for a specific reason: your carrier is comparing our numbers to Xactimate’s numbers whether we submit in Xactimate format or not. When we submit in Xactimate directly, the adjuster’s review is faster, supplements are more likely to be approved without back-and-forth, and any dispute about pricing is resolved by looking at the same reference both sides trust. If a contractor quotes in a proprietary format that cannot be compared to industry pricing, ask them to show you how their numbers line up with Xactimate before you sign.

Deductibles — What You Actually Pay

Your homeowners policy deductible is what you pay out of pocket before insurance coverage begins. Deductibles vary by policy; your declarations page lists yours. You pay this amount to True Day directly when the work is complete. Everything above the deductible, up to the covered scope amount, is billed to your carrier. True Day cannot “waive your deductible.” A contractor who offers to waive your deductible is a red flag and may be breaking insurance law under Utah’s Insurance Fraud Act (Utah Code Title 31A, Chapter 31), which can carry criminal penalties. Waiving a deductible means the contractor is either billing the carrier for a higher amount to cover it (fraud) or accepting less than they charged (which means the original charge was inflated to begin with). Neither is a real deal.

Supplements — When Hidden Damage Extends the Project

A supplement is an additional Xactimate scope submitted to your carrier when damage is discovered during work that was not visible during the initial assessment. Common causes: mold behind drywall that could not be seen without opening the wall, wet framing extending further than the surface moisture reading suggested, contamination requiring Category upgrade from Cat 2 to Cat 3. Supplements are normal and expected — most jobs over $10,000 have at least one, and larger projects often have two or three. The key discipline is that supplements are documented before the additional work is done, not billed after. Drying needed to stop active damage continues while a supplement is reviewed. Beyond that, True Day never performs work outside the signed scope without first documenting the reason (photos, moisture readings, thermal imaging), sending you the supplement for signature, and filing it with your carrier. If the carrier approves, the added work proceeds. If the carrier denies and you still want the work done, you decide whether to pay for it or leave the area untreated. You are never billed for work you did not authorize.

Assignment of Benefits (AOB) — Our Stance

An Assignment of Benefits (AOB) is a document that transfers your insurance claim rights to a third party — usually the restoration contractor — so the contractor can deal with the carrier directly and be paid directly by the carrier. Nationally, AOB abuse has drawn legislative attention — most visibly in Florida — because aggressive contractors have used broad AOBs to strip homeowners of their claim rights, then billed insurance for inflated scopes the homeowner never saw. True Day’s position: we do not require an AOB for standard projects, because direct billing to the carrier works without one. If a specific insurance situation makes an AOB useful (rare, and always case-specific), we use a narrowly scoped AOB limited to the specific project, revocable by you at any time, and reviewed with you clause by clause before you sign. We never present a blanket AOB, we never bundle an AOB with the initial paperwork, and we never pressure you to sign one. If you are being pressured to sign an AOB by any contractor — including us — that is your signal to stop and get a second opinion.

Insurance & Billing FAQ

Do I have to use my insurance company’s preferred contractor?

No. In Utah, you have the right to choose your own restoration contractor regardless of your carrier’s preferred vendor program. Some carriers may prefer their in-network contractors and route calls to them first, but the choice is legally yours. If a carrier representative tells you otherwise, ask them for that policy in writing.

What if my carrier’s estimate is lower than True Day’s Xactimate scope?

This happens regularly, and it is what supplements are for. If we scope the project at $10,000 in Xactimate and your carrier’s initial estimate is $7,500, we document the specific line items the carrier missed or underscoped, submit as a supplement, and negotiate directly with the adjuster. Most gaps close through supplements. If the carrier holds their position and the gap is real, you have the choice: pay the difference out of pocket, or reduce the scope to what the carrier will cover.

How long before I have to pay my deductible?

The deductible is due when the work is complete. You will know the exact amount before demolition begins. Payment can be by credit card, ACH, or check. For hardship cases, True Day has flexibility on payment timing — call Michael at (385) 247-9359 to discuss. We do not withhold work while a deductible is being arranged, and we never charge interest on delayed deductible payment.

What if I disagree with a line item on the final invoice?

The final invoice matches the signed scope by design — every line was in the signed document. If a line on the final invoice does not appear on the signed scope, that is a billing error and we correct it immediately, no discussion needed. If a signed line has a price that concerns you in retrospect, we walk through the Xactimate pricing basis for that line and either explain the pricing or adjust it. Nothing is final until you agree it is final.

What if my claim is denied by the carrier?

If the carrier denies the claim entirely (uncovered loss type, policy exclusion, etc.), the work does not proceed unless you choose to pay out of pocket. If you decide to proceed out of pocket, we discount the Xactimate rate to a homeowner-direct rate (priced without adjuster overhead) and structure the project scope to your budget. If the claim is denied in part, we adjust the scope to the covered portion.

Can True Day help me with the adjuster if my carrier is being slow?

Yes. Adjuster delays are a common cause of prolonged restoration projects, and True Day escalates directly with the carrier when adjuster communication stalls — Michael personally calls adjuster supervisors when a project is stuck. We document and advocate, but we can’t move a carrier faster than its own process allows. This is included at no additional charge — adjuster escalation is part of what “direct-billing to the carrier” means when we say it.

What is “duty to mitigate” and what does it mean for me?

Duty to mitigate is a clause in nearly every homeowners policy requiring you, the policyholder, to take reasonable action to prevent further damage after a loss. In practice, this means: shut off the water source if you can, and get a restoration contractor on-site quickly. Delaying mitigation — waiting three days for adjuster approval before starting extraction, for example — can trigger a denial of the additional damage caused by that delay. True Day begins mitigation immediately (extraction and drying) while the claim is being processed. This protects both you and your coverage.

What if I want to stop the project mid-way?

You have the right to stop work at any point. Billing is prorated to hours actually worked and materials actually consumed, per the Xactimate line items completed. There is no penalty for stopping. If you stop because you are dissatisfied with the work, we address the dissatisfaction first — that is what the three-step dispute path (project lead → Michael → BBB) is for. If you stop because your circumstances changed, we bill only for work delivered.

Does True Day accept payment plans?

For out-of-pocket balances above what insurance covered, yes. Payment plans are arranged case-by-case with Michael. We offer financing through Wisetack — soft credit check to apply, with no impact on your score — and for legitimate hardship situations Michael can also arrange a payment plan with you directly. Full Wisetack terms are on our financing page. Call (385) 247-9359 to discuss.

What proof do I have that True Day’s Xactimate prices are legitimate?

Your insurance carrier is the proof. Xactimate is the same software the adjuster uses to review our scope. If our line prices are inflated, the adjuster flags them and we negotiate down. If our line prices are correct, the adjuster approves them. The whole point of Xactimate is that both sides use the same reference. You are welcome to request the Xactimate price-list reference for any line item on your invoice, and we will show you how it was priced for our ZIP code.

What happens to my deductible if the actual project cost less than expected?

Your deductible is the fixed share of a covered loss that you pay; the carrier pays the rest. If the project comes in under scope, your deductible does not change — the carrier’s portion shrinks, and True Day bills the carrier less. The out-of-pocket portion of your deductible is fixed at your policy’s amount, whatever the final project size.

How do I verify my adjuster is actually from my insurance company?

Ask for the adjuster’s carrier-issued ID number, then call the carrier’s main customer service line (from the number on the back of your policy card, not from any number the adjuster provided) and verify. Post-catastrophe events sometimes attract impostor adjusters. If a person claiming to be an adjuster asks you to sign anything before you have verified, do not sign until you have called the carrier independently.

Have a Specific Billing Question About Your Project?

The FAQ above covers the general questions. For anything specific to your project — your policy language, your carrier’s response, a supplement you are unsure about, a line item that does not make sense — call Michael directly at (385) 247-9359. Billing questions get an answer within 24 hours. If Michael cannot resolve it, formal BBB mediation is the next step; the full three-step escalation path is published on our water damage restoration page.

This page is general education about how restoration billing works. It is not legal or insurance advice specific to your policy. For advice on your specific coverage, contact your insurance carrier or a licensed public adjuster. For questions about a True Day project, call (385) 247-9359.

Last reviewed: September 2026. Billing policies reviewed quarterly.

Live-answered 24/7(385) 247-9359

What happens between your call and your deductible

The actual flow of a covered water-damage claim with True Day. No surprise phone calls, no mystery line items.

Hour 0

Your call

Live-answered 24/7 at (385) 247-9359. We get the address, the scope, and whether you’ve opened a claim yet. We can start the claim with you on the line if it helps.

Hour 1

Arrival + free inspection

45-minute arrival inside South Jordan city limits; 45–75 min adjacent cities. Full moisture map, photos, category assessment, written scope — all free, no commitment.

Hour 2–4

Xactimate scope + emergency mitigation

You get a written Xactimate estimate in the same format your carrier uses. We begin IICRC S500 emergency mitigation (extraction, initial drying setup) under the carrier’s mitigation authority so the loss stops getting worse.

Day 1–2

Adjuster conversation

Your carrier assigns an adjuster. We send our scope + photos + moisture readings. Many adjusters review remotely and approve the mitigation scope same-day; some schedule a site visit.

Day 3–7

Scope approval

Approved mitigation + repair scope confirmed in writing. If the carrier disputes any line, we handle the back-and-forth — you don’t translate between parties.

Day 7+

Direct billing & your deductible

We bill the carrier direct for the approved scope. Your out-of-pocket is your deductible, as stated in your policy. One invoice, one number, no surprise reconciliation.

Timeline depends on carrier responsiveness; most Cat 1 approvals land inside the first 48 hours. We update you at every handoff — no silent treatment.

Insurance claims FAQ

The real questions homeowners ask us before filing. We walk through how we handle each one.

Should I call my insurance first or True Day first?

We suggest calling us first for the free inspection + written Xactimate scope, then opening the claim with your carrier with those numbers in hand. Opening a claim without scope documentation can anchor the adjuster to a low initial estimate.

Do I have to use my carrier’s “preferred contractor”?

No. Preferred contractor networks are referrals, not requirements. You have the right to choose any licensed, certified contractor. Your carrier will tell you this if you ask directly.

Will filing a claim raise my rates?

Carrier-specific — ask your agent before filing. In general, water damage claims count toward “loss frequency” more than cost. Multiple claims in a short window (even small ones) can trigger a non-renewal more than one large claim.

What if the adjuster disagrees with True Day’s scope?

We handle it. We walk the adjuster through our Xactimate line items, moisture readings, and category assessment. Most disagreements are resolved on documentation. If there’s a persistent gap, we communicate it to you in writing so you know what the carrier won’t approve.

How does direct insurance billing actually work?

On approved claims, we file for the approved scope directly with your carrier in Xactimate format. Your out-of-pocket is your deductible, which you pay us. The remainder flows carrier → us. No middleman, no post-closeout reconciliation.

What’s a supplemental claim and will I need one?

A supplement adds to an already-approved scope when hidden damage is found after demolition starts (saturation we couldn’t see with FLIR, mold under the vapor barrier, structural soft spots). Standard on multi-phase jobs. We file supplementals; you don’t do that paperwork.

Three ways to pay — all with the same scope up front

Whether your carrier covers it, denies it, or you are paying cash, the number you see on day 1 is the number you pay.

Path 1

Covered insurance claim

You pay the deductible, we bill the rest

Carrier approves the Xactimate scope. Your out-of-pocket is your deductible, as stated in your policy.

We file supplementals for hidden damage
No post-closeout reconciliation surprises
Scope changes = signed change-order first, carrier approval second, execution third

Path 2

Claim denied or no coverage

Wisetack financing available

Soft credit check (no hard pull on your report), 3–24 month terms, $500–$25,000 loan amount.

Apply before work starts, know your monthly before you commit
Direct ACH to Wisetack; we are paid at approval
Pay off early without penalty

Path 3

Out-of-pocket

Written scope first, pay on completion

Written Xactimate scope delivered before work. Same scope-first rule as insurance jobs — you see the number before any equipment is set.

Payment on completion with a signed final walkthrough
Credit card, check, or ACH
Signed change-orders only for scope additions mid-job

Common to all three paths: free emergency inspection, free written Xactimate estimate, No Surprise Invoice Promise (signed change-orders only), 2-year workmanship warranty / 90-day mold.

What to say to your adjuster — a 5-minute primer

The first call to your carrier sets the anchor for the whole claim. Here is what to have ready and what to say.

Before you dial — have these in hand

Our Xactimate scope PDF (we email it to you same-day as inspection)
Date and time the loss happened — best estimate if unsure
Photos and video you took when you first saw the damage
Your policy declaration page (so you know your deductible and limits)

Questions to ask

What is my deductible on this loss?
Is there a mitigation sub-limit, and what is it?
If mold is found, is it covered under the water-event claim?
Can my contractor bill the carrier directly?
What’s the response window for scope approval?
Do you need to send an adjuster for a site visit, or can you review remotely?

Lines to use verbatim

I have a written Xactimate scope from my contractor, True Day Water Damage Restoration, IICRC Firm number 927354 dash 5258.
Our Utah GC license number is 960332 dash 3505 if you need to verify.
The scope was documented with FLIR thermal and moisture meter readings. I can forward the photos and readings.
I’d like True Day to bill direct for the approved scope.

What NOT to say

I think it might be worse than it looks — don’t speculate, let the Xactimate scope do the talking
The contractor said this will cost $X — adjusters work from line items, not paraphrased totals
Can I just get a check and handle it myself — flags claim-friction patterns
Multiple leaks have happened lately — don’t volunteer loss-frequency history unless asked

If the adjuster pushes back on anything in our scope, loop us in before you commit. We handle the Xactimate line-item conversation so you don’t have to. Call (385) 247-9359.

Which homeowner policy covers your water loss

A plain-language guide to the four policy types we see most often, with honest notes on where each falls short.

HO-3

Standard homeowners (most common)

Covers sudden and accidental water events — burst pipes, failed appliance lines, ice-dam leaks into living space, roof-leak intrusion from a covered peril. Does NOT cover flood or groundwater. Sewer backup only if you have the specific rider.

HO-5

Upgraded homeowners

Broader “all-perils” structure, higher coverage limits, often fewer exclusions on documentation. Water coverage is still substantially the same as HO-3 — flood still excluded. Common on higher-value properties.

HO-6

Condo / townhome

Covers your unit’s interior; the master policy (HOA) covers the building shell. Water losses that originate in a shared wall or above you are a complicated hand-off between your HO-6, the HOA master, and sometimes the neighbor’s HO-6. We bill whichever carrier is approved to pay the scope.

NFIP

Flood insurance (separate policy)

National Flood Insurance Program policy, separate from your homeowner’s policy. Required for actual flood/groundwater coverage — which is excluded from HO-3/HO-5/HO-6 by definition. Available through NFIP or select private carriers. South Jordan is low-risk but check your zone before assuming you don’t need it.

If you’re not sure what you have: look at your declaration page — the policy form is listed at the top. If you want help interpreting coverage before filing a claim, we read it over with you on the inspection visit at no charge.

How to read your Xactimate estimate — the line items decoded

Xactimate is the industry-standard scope software every carrier reads. Here’s what the structure means when you open the PDF.

Room section

Each room is its own section with LxWxH

Line items are grouped by room, with the measured dimensions at the top. The dimensions set the quantities for area-based items (drywall sqft, flooring sqft, baseboard LF).

MIT

Mitigation line items

Everything done to stop the loss from getting worse: water extraction, equipment setup, dehumidification days, moisture monitoring. These are the first scope approved and usually billed separately.

DEM

Demolition line items

Controlled removal of unsalvageable material. Example: “Remove drywall — to 2 ft above the water line” or “Detach and reset baseboard” (meaning we save and reinstall it).

REC

Reconstruction line items

Rebuild activity: hanging new drywall, taping, mudding, texturing, priming, painting, flooring reinstall. Approved as a separate scope after mitigation is signed off.

O&P

Overhead & Profit (10% + 10%)

Industry-standard markup on labor and materials. Typically overhead and profit as separate Xactimate lines, reviewed by your adjuster. Carriers approve or dispute this line based on job complexity and whether sub-trades are involved.

Supplemental

Scope additions after original approval

Any hidden damage found after demolition starts (saturation we couldn’t see with FLIR, mold under vapor barrier, soft spots in subfloor). Filed as a supplemental; approved separately; your deductible doesn’t apply twice.

If your carrier’s Xactimate scope arrives different from ours, we read both line-by-line with you and handle any disagreement in writing with the adjuster. You don’t translate.

We bill your insurance directly

You handle the claim once — the first call. Everything after that is our job.

Photographic documentation of every affected area, saved with timestamps and the dated moisture reading alongside it.
Daily moisture logs for the full drying phase, kept in writing so the file never has a gap.
Xactimate-format scope of work and line-item estimate written for your adjuster’s software — not a PDF they have to retype.
Direct coordination with your adjuster: scope changes, supplements, and billing go to them, with you copied on every email.
Submission of the final invoice directly to your carrier once the file closes.

If your policy covers the claim, you pay only your deductible. If any part of the loss isn’t covered, we walk you through what and why before any work on that portion begins — no surprise invoice at the end.

Written estimate. No bait-and-switch. No surprise invoice.

The number we put in writing before any crew touches your home is the number you work from. Here is exactly how we hold that promise.

Scope and cost are documented in writing on day one, after the on-site assessment, before anything is torn out or dried.
Any mid-job scope change — a hidden leak, a wall cavity we need to open, a material swap — stops the clock. Nothing proceeds on that portion until you sign off, in writing, on the supplement.
If your insurer is involved, every supplement goes to your adjuster at the same time it goes to you. Nobody is working off a copy you haven’t seen.
The final invoice matches the approved scope plus any approved supplements. Line items we didn’t quote don’t appear on the bill.

If you ever see a charge on a True Day invoice that isn’t tied to a scope line you approved, call (385) 247-9359 and ask Michael directly — we take it off.

What “insurance billed direct” actually looks like, day by day

Every restoration company says they “bill insurance direct.” The adjuster’s inbox tells a different story: half of what they get is an unformatted PDF with no scope breakdown, no moisture data, and no supplements documented. Here is what True Day actually sends your carrier.

Day of loss

Claim open + initial documentation

You open the claim with your carrier (or tell us about one you already opened), and we work directly with your adjuster from there. Within the first on-site hour: timestamped photos of every affected room, moisture-mapping readings with the GE Protimeter logged in writing, and a scope preview of what mitigation will touch.

Day 1 – Day 2

Xactimate scope submitted

We write the mitigation scope in Xactimate format — the one estimating software every major carrier’s adjuster uses. Line items, dimensions, waste factors. Not a PDF the adjuster has to retype into their own system.

Drying phase (typically 3–5 days)

Daily moisture logs

Every day the equipment is on-site, we log moisture readings for each affected material. Those logs are the single most-requested document when an adjuster questions scope. We send them as a running record, not as a bundle at the end.

If scope expands

Written supplements, you and adjuster both

If we open a wall and find more damage than the day-one scope accounted for, we stop work on that section, document it with photos, write the supplement in Xactimate, and send it to you and the adjuster at the same time. Nothing proceeds until both sides sign off.

Reconstruction phase

Scope + photos handed cleanly to rebuild

The same crew that did mitigation does the reconstruction. The adjuster gets a clean handoff: same job number, same scope software, continuous photo trail. No gap between carrier payouts to the mitigation vendor and the rebuild vendor — because there isn’t a second vendor.

Close-out

Final invoice + full file to carrier

Final invoice goes to the carrier. You get a copy of the complete file — scope, supplements, moisture logs, photos, clearance documentation if applicable, warranty — in one place. If you ever need it for a future sale of the house, it’s one email away.

How we work with your insurance carrier

You don’t have to be the one translating between the drying crew and the adjuster. Here is what we handle, in writing, so your claim file carries exactly what the carrier needs to approve the scope.

Scope in Xactimate. Mitigation scope is written in the format every major homeowners carrier reads — line-item quantities, standard price-list codes, no narrative-only invoices.
Daily moisture logs. Every drying day is documented with meter readings, air mover and dehumidifier counts, and ambient conditions. The log is the proof your carrier needs to approve each day of equipment.
Direct adjuster coordination. We call, email, and share photos with your adjuster. If they request a reinspection or want a scope sheet reviewed, that goes through us, not you.
Any homeowners carrier. We are not a preferred vendor for any specific carrier (that status would mean we work for them, not for you). We work with every major homeowners carrier the same way: we submit the claim file, you remain the policyholder, your coverage decides what gets paid.
Deductible, only if the loss is covered. You pay your deductible if the claim is accepted. If coverage is denied for your type of loss (long-term seepage, maintenance exclusions), we tell you before you file so you can decide whether to proceed out of pocket.

What you give us to startYour carrier name, your claim number if you have one, and permission to speak with your adjuster. That is enough — we build the rest of the file from there.

Terms your adjuster will use — translated

Insurance claims come with their own vocabulary. If a word on this list shows up on a phone call or a scope sheet and you aren’t sure what it means, here is what it actually says.

FNOL First Notice of Loss: The call you make to your carrier reporting the loss happened. Starts the claim file and generates a claim number. We can call it in with you on a conference line if you want.
Scope of damages: The line-item list of what needs mitigation and repair, in Xactimate format. The adjuster writes a scope; we write one; a supplement reconciles differences. The scope is not the final payout — coverage is.
Mitigation vs Restoration: Mitigation is the emergency water-removal and drying work that prevents more damage — what we do in days 1–7. Restoration is the rebuild of what mitigation had to remove (drywall, flooring, cabinets) — what we do in weeks 2–6. Separate line items; sometimes separate approvals.
Supplement: A written addition to the original scope after new damage is discovered under drywall or flooring. Carriers expect supplements on water losses — the initial scope is written before demolition exposes hidden conditions.
Reservation of Rights ROR letter: A letter from your carrier saying they’re investigating but have not yet confirmed coverage. It is not a denial; it is a pause. If you receive one, we keep working on mitigation (always a covered expense while coverage is being evaluated) but hold reconstruction until the ROR is resolved.
Xactimate: The industry pricing software every major U.S. homeowners carrier uses. Line-item codes, zip-code-adjusted labor and material rates, standard waste factors. If a mitigation estimate is not in Xactimate format, the adjuster can’t process it without rewriting it.

Direct billing — the actual day-to-day

“We bill your insurance direct” sounds simple. Here’s what it actually looks like from your side so you know what to expect.

What you do

Day of loss: Call us. We ask whether you authorize direct billing + verbal authorization on the recorded line. That’s your initial authorization.
Within 24 hours: We send you a short written authorization form by email. One signature. This formalizes the arrangement.
During work: You handle nothing on the billing side unless something unusual comes up (scope dispute, supplement question). We handle adjuster communication.
At close-out: You pay the deductible. The deductible amount is on your policy declarations page.
Everything else: Goes carrier-to-us.

What we do

File the claim-side paperwork with mitigation scope + photos within hours of the first visit
Communicate with your adjuster directly on scope + pricing + supplements
Submit invoices in Xactimate format (industry standard, matches adjuster’s pricing system)
Follow up on carrier payment timing
Handle supplement filings when work reveals additional scope

What direct billing is NOT

Not a credit application. No credit check, no co-signer, no payment plan.
Not a lien on your home. We bill the carrier directly; there’s no mechanic’s lien on your property.
Not a hidden-fee arrangement. You see every line item of our scope.
Not an abandonment of your claim. You retain all authority over scope, supplements, and payment approvals.

When you’re still involved during the claim

Approving supplemental scope if we find additional damage during work
Choosing between like-kind replacement and upgrades (upgrade delta is yours to pay)
Signing off on close-out at the final walk-through
Resolving any disputes we flag with the adjuster

What to do if your carrier is slow

Delays happen — adjuster workload, carrier internal processes, specific line-item disputes. We stay persistent; you can call your agent for extra pressure if work is held up by payment timing. In practice, mitigation line items pay within 2-4 weeks typically; reconstruction can take longer.

Starting a claim?Call (385) 247-9359. We’ll explain direct billing on the first call + send the authorization form same day if you authorize.

Mold claims have specific billing mechanics that water-only claims don’t. Here’s how it works when we bill a carrier directly:

Scope separation. Our mold claim scope documentation separates the water-event portion (if any) from the mold-remediation portion. These typically have different coverage limits in the same policy. Water portion goes to full water coverage; mold portion goes to the mold sub-limit.

Xactimate pricing throughout. We write all line items in Xactimate — the industry-standard pricing database insurance adjusters use. Every item is priced against the adjuster’s lookup, so pricing disputes are rare at the line-item level.

First-notice-of-loss (FNOL) handling. When you file the claim, name both the water event (if applicable) and mold observation separately. Carrier assigns a single claim number; our scope maps work to that claim number with the sub-sections for water vs mold.

Adjuster coordination. We walk the adjuster through our scope documentation on-site or send photos + the written scope by email. Our documentation standard (moisture logs, equipment placement photos, before-and-after, species identification where tested) is designed to answer adjuster questions before they’re asked.

Mold sub-limit mechanics. Many homeowner policies cap mold-specific coverage at a set dollar amount even when the underlying water event is fully covered. If the mold portion exceeds the sub-limit, you pay the difference out of pocket — or Wisetack financing / direct payment plan is available.

Supplementals. If scope expands mid-job (hidden damage discovered during remediation), we file a supplemental to the original scope with the carrier. Supplementals are routine; the first-visit scope is a best estimate and discoveries happen.

Request-for-review (ROR). If the carrier pushes back on scope items, we respond with the documentation supporting each item. Industry standard IICRC S520 citations where applicable. Most ROR disputes resolve at the documentation level.

Payment flow. Carrier typically pays mortgage company first (as co-named on homeowner policy), who releases funds back to the homeowner, who pays us. For large mold claims this can take 2-4 weeks. For smaller claims, ask us how payment from your carrier will be routed; we never require an Assignment of Benefits for standard projects.

What’s not covered. Gradual-leak mold (maintenance exclusion). Mold in a space without a sudden-and-accidental water trigger. Mold predating the current policy. Flood-origin mold (flood is NFIP, not homeowner’s). Our scope documents the trigger event clearly to prevent coverage disputes.

Deductible + mold sub-limit stacking. Your deductible applies to the entire claim once. The mold sub-limit caps the mold portion. If a $12,000 total loss has $8,000 water + $4,000 mold, you pay deductible + (anything in mold over your policy’s mold cap). The split matters for your out-of-pocket.

Billing a sewage cleanup to insurance

Sewage cleanup is billed the same way as any other covered loss: an itemized Xactimate scope, photos, and moisture logs sent to your carrier, and you pay your deductible and anything excluded. The difference is coverage — sewage backup is often only covered with a sewer or water backup endorsement, so check your policy.

Sewage cleanup →