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If you run a restoration business, you probably ask your customers to sign work authorization agreements. But are you approaching work authorization agreements in the best way? Hear advice from Josh Ehmke, OCS Co-Founder and General Counsel about work authorization best practices for your restoration business.
Work authorization agreements are the basis for every claim in the restoration industry. They lay the foundation for restoration contractors working with carriers for direct payment. Work authorizations are also important if you ever need to bring a breach of contract action against your customer or put a lien on their property. Every restoration contractor should have the property owner sign this agreement at the start of every job.
Ask homeowners to review and sign work authorization agreements at the very beginning of every restoration job. “Never start a job without knowing you’re going to get paid for it,” Josh says. “The work authorization is how you know you’re going to get paid.”
Your work authorization language shouldn’t be unnecessarily long, confusing, and overwhelming. Keep it simple. “Make sure your work authorization is short, tidy, and organized,” Josh recommends. It’s best to leave writing the language of the agreement to an attorney who has experience drafting similar agreements.
When you present work authorization paperwork to a homeowner, don’t overcomplicate the explanation. “Keep it simple,” Josh recommends. “Homeowners are already stressed out about the loss they’re dealing with.”
Carefully designed work authorization agreements should be organized with clear sections. Have the team member ask the homeowner to sign the agreement go section by section and provide a brief explanation of what the homeowner is agreeing to by signing the work authorization. “Help your customer feel comfortable and understand the process. This is key to keeping the homeowner on your side,” Josh says.
“Never pressure them into signing [the work authorization] immediately,” Josh cautions. “That can backfire.” Rushing homeowners through signing the work authorization agreement can also give them the impression that there is something bad hidden in the agreement’s content that you don’t want them to see.
Encourage the homeowner to look over the agreement themselves and ask questions. Let them know they have the option to review the agreement with their attorney if they wish.
“Ensure your technicians or salespeople understand the work authorization. They need to explain it clearly to customers and answer questions accurately. This helps customers feel comfortable and understand what’s about to happen,” Josh says.
Design a training to prepare your team members to communicate about work authorizations to property owners. Go through your company’s work authorization agreement section by section, breaking it down for your technicians and salespeople. Help them understand what it means and why work authorizations matter. Provide examples of effective communication about work authorizations, and then have team members practice. Your goal by the end of the training is to ensure your team is comfortable with the content of your agreement and ready to answer any homeowner questions.
Make sure you are compliant with local laws and regulations regarding work authorization agreements. This ensures that you don’t get in trouble from a regulatory standpoint and you’re protected to recoup payment for your work.
When you’re in need of legal experts from someone who understands the restoration industry, turn to One Claim Solution. To learn more about what you can do to secure your right to payment for your restoration work, subscribe to our newsletter, Claims Corner.
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Hello, my name is Dan, and I am the CEO of One Claim Solution. I am super excited by everything we are doing at OCS to be the market leading insurance billing specialist that advocates on behalf of our restoration contractors.
My professional experiences are predominantly corporate in nature. My career started at General Electric in finance and accounting. Immediately prior to joining OCS, I spent time as an investor at Bondcliff Partners and management consultant with Bain & Company. I also hold an MBA from the Kellogg School of Management at Northwestern University and got my BS in finance and accounting from Northeastern University.
Outside of the office, I enjoy spending time with my wife, two young children, and our family dog, Whiskey. We live in Charleston, SC and take advantage of the beautiful weather by spending as much time as possible outside at the beach or adventuring around town
Hi, I’m Josh! In 2016, I co-founded One Claim Solution with my partner Jeremy Traasdahl, and I serve as General Counsel of One Claim Solution. Working in the restoration industry, Jeremy and I saw contractors struggling to get paid quickly and fairly and we knew there was a need for change. We founded One Claim Solution to be this change and it’s been my privilege to see our company grow and to advocate for our clients as general counsel.
Outside of my passion for helping the restoration industry, I enjoy spending time outdoors, fly-fishing, hunting, skiing, and coaching my kids’ baseball teams. I’ve been married to my amazing wife for 20 years and we have a beautiful family of 5 children.
Hey, I’m Jeremy! In 2016, I co-founded One Claim Solution with my partner Josh Ehmke. Working in the restoration industry, Josh and I saw contractors struggling to get paid quickly and fairly and we knew there was a need for change. We founded One Claim Solution to be this change and it’s been my privilege to lead our amazing team.
Prior to One Claim Solution, I started my career as an inside sales rep for Avnet, then moved to Pepsico as a district sales manager. Outside of work, I love spending time with my wife and four children, two boys and two girls!