7 Common Documentation Mistakes Restoration Companies Make

The way you document a restoration job matters. Thorough documentation can lead to greater claim coverage for homeowners and a higher invoice payout for restoration contractors. On the other hand, poor documentation can lead to higher costs for the homeowner and lower invoice payouts for restoration contractors. Josh Ehmke is a legal expert who cofounded One Claim Solution, a company that provides restoration company billing services. Over the years, he has witnessed a lot of different contractors make documentation mistakes. Here are seven common restoration company documentation mistakes he sees restoration contractors make and how relying on restoration company billing services can help you avoid documentation mistakes.

Common Restoration Documentation Mistakes to Avoid

A contractor using restoration company billing services discusses documentation with restoration technicians.

Mistake 1: Not Getting Enough Documentation

“There really is no such thing as too much documentation,” Josh explains. When you are documenting things on a job, make sure you’re documenting the current loss. The more documentation you have, the better positioned you’ll be during claims negotiation with insurance adjusters.

Mistake 2: Not Getting a Work Authorization Signed by an Authorized Party

Before starting a restoration job, you should always get work authorization documentation signed. However, make sure you are getting your work authorization signed by the right person. Restoration work authorization should only be signed by an authorized party, often the property owner or manager.

Mistake 3: Not Taking Enough Pictures

A picture is worth a thousand words. Set yourself up for success when negotiating claims by taking a lot of pictures throughout the restoration process. Take pictures of the cause of the loss and property damage. In addition, take photos of things like containment barriers and decontamination chambers. It’s better to have too many photos than not enough.

Mistake 4: Not Taking Enough Moisture Readings

Another mistake Josh sees is restoration contractors not taking enough moisture readings, especially when a job requires extended drying time. In Josh’s experience, insurance companies expect properties to take three days to dry. If the property is taking longer than three days to dry, make sure to document moisture readings to support the extra drying time.

Mistake 5: Not Getting Restoration Clients to Sign Certificates of Satisfaction

You should be getting a Certificate of Satisfaction signed by your client at the conclusion of every restoration job. In addition to providing you with legal cover, this certificate can also be helpful during invoice negotiations.

To learn more about using Certificates of Satisfaction, read this OCS blog article.

Mistake 6: Not Documenting After-Hour Restoration Services

When you’re providing after-hours restoration services, make sure to document it. Josh recommends documenting things like the time you arrived at a loss, how long technicians were there, and why after-hours restoration services were necessary.

Mistake 7: Not Documenting Additional Restoration Technician Hours

Make sure to document additional restoration tech hours. Josh sees this documentation oversight happen often with restoration contractors using Xactimate. “I’m a big fan of Xactimate when it’s used correctly,” he says. Remember that the hours allowed for each line item in Xactimate are only estimates. Don’t forget to add additional tech hours to the loss when needed.

Master Documentation with Restoration Company Billing Services

So how do you find the right documentation process for your restoration business? “The best process for a business is the one that the business’s employees will use every time, all the time,” Josh explains. One Claim Solution does more than just provide restoration company billing services. If your business is struggling to find a documentation process that works, our seasoned restoration billing experts will provide documentation advice that’s tailored to your business. After you’ve recorded your documentation, OCS will use it to secure better payouts from insurance providers. If you’re interested in seeing how OCS’s restoration company billing services could benefit your business, reach out to our sales team today.

Want to learn more about how to use documentation to succeed and improve your bottom line? Watch the webinar recording for “Legal Matters: What’s Best for Your Bottom Line” featuring Josh Ehmke, available until June 2025 on R&R’s website.