MODULE 3: ESTIMATES & SUBMISSION
Follow-Up Communication
Lesson 3.4 - The Billing Blueprint
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The Billing Blueprint
The Reality
Adjusters are busy. They manage dozens or hundreds of claims simultaneously.
If you don't follow up, your claim can sit at the bottom of the pile for weeks.
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The Billing Blueprint
Right Way vs. Wrong Way
Wrong way: Damages relationships, actually slows down claims
Right way: Keeps things moving while maintaining professional rapport
Approach as a helpful partner, not a demanding creditor.
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The Billing Blueprint
Timing Matters
Too soon: Following up the day after = adjuster hasn't even opened your file yet
Too late: Following up after 2 weeks = claim has been sitting untouched
Sweet spot: 3-5 business days after submission
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The Billing Blueprint
The Follow-Up Timeline
Day 0
Submit + notification email
Day 3
First follow-up - confirm receipt
Day 7
Second follow-up - slightly more direct
Day 10
Consider escalation if no response
Throughout: Stay professional. Never express frustration or make demands.
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The Billing Blueprint
First Follow-Up (Day 3)
"Good morning. I wanted to follow up on the estimate I submitted on Monday for the Smith property, claim number 12345. Just confirming you received the documentation and checking if you need anything else from me. Please let me know if I can provide additional information."
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The Billing Blueprint
Second Follow-Up (Day 7)
"Hi again. Following up on my previous email regarding the Smith property, claim number 12345. I want to make sure this claim doesn't get delayed and that the customer receives timely service. Could you provide a status update when you have a moment? I'm happy to answer any questions."
Tone: Helpful. Patient. Customer-focused. No frustration. No demands.
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The Billing Blueprint
If You Need to Escalate
- Contact the supervisor with a brief, factual message
- Explain: submitted on X date, followed up on Y dates, no response
- Ask for assistance in getting the claim reviewed
- Don't complain about the adjuster - just ask for help
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The Billing Blueprint
Phone Follow-Ups
Email = documentation + non-urgent
Phone = moves things faster
- After 2 emails with no response, try calling
- Be prepared: claim number, address, clear question
- Respect their time - if busy, ask when to call back
- After call: Send email summarizing what was discussed
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The Billing Blueprint
When Adjuster Has Questions
Treat adjuster questions as priority one.
- Respond within 24 hours, ideally same day
- Answer the specific question asked
- Anticipate related questions
- Be factual and professional
- If you made an error, acknowledge and correct it
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The Billing Blueprint
Relationship Building
The insurance industry is smaller than you think.
You'll work with the same adjusters repeatedly.
Good reputation: Professional, accurate, responsive = benefit of the doubt on future claims
Bad reputation: Inflated estimates, slow responses = extra scrutiny on every claim
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The Billing Blueprint
Think Long-Term
Every interaction is building or damaging your reputation.
Adjusters want contractors who are:
Professional | Accurate | Responsive | Reasonable
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The Billing Blueprint
Document Your Communication
- Keep records of every email, phone call, follow-up
- Note date, time, who you spoke with, what was discussed
- If there's a dispute, this documentation protects you
- Shows exactly when you submitted and followed up
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The Billing Blueprint
Coming Up Next
Lesson 3.5: Objections & Negotiations
- What to do when adjuster doesn't agree
- Common objection types and how to respond
- Negotiation strategies that work
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The Billing Blueprint
MODULE 3: ESTIMATES & SUBMISSION
End of Lesson 3.4
Follow-Up Communication
See you in the next lesson!
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The Billing Blueprint