# Restoration Insurance & Adjuster Handoff Playbook

## Why this exists
Restoration jobs often stall after the first urgent conversation, not because the damage is unclear, but because the handoff between homeowner, office, adjuster, and field team is loose. This playbook gives the business a steadier operating layer between first notice of loss and approved mitigation.

## Core handoff sequence
1. capture loss facts clearly on the first call
2. separate confirmed facts from homeowner assumptions
3. document access, occupancy, and mitigation urgency
4. prepare the adjuster-facing summary before the next callback
5. confirm homeowner next steps in plain language
6. hand the file to PM or estimator with a clean note set

## What the office should capture
- source of loss and when it was first noticed
- active water, smoke, odor, or contamination status
- occupants, pets, hazards, and access constraints
- whether utilities were shut off or mitigation has started
- insurance carrier, claim status, adjuster details if known
- any photos, videos, or third-party reports already available

## What the homeowner needs to hear
- what the team can do immediately
- what still depends on inspection, carrier contact, or authorization
- what they should do before arrival and what they should avoid doing
- when the next update will happen and who is responsible for it

## Adjuster-ready summary
A strong adjuster-ready handoff should make it easy to understand:
- what happened
- why time matters
- what the current site condition is
- what access or safety issues exist
- what the restoration team is recommending next

## Failure modes to avoid
- overpromising approval timing
- mixing emotional reassurance with unclear process steps
- handing the crew vague notes like “customer had a flood”
- forcing the homeowner to repeat the same facts to every new contact

## Weekly QA review
- sample 5 first-notice files
- check whether the homeowner update was documented
- check whether the carrier/adjuster summary was usable
- check whether the PM handoff required a second clarification call
- rewrite any recurring weak phrases in the script or note template

## Operating note
Better restoration trust does not come from sounding dramatic. It comes from sounding controlled while the job is still emotionally intense.