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Restoration insurance billing isn’t easy work. Most contractors know that chasing down insurance payments can be one of the most frustrating and draining parts of the job. No one knows that more than the people who do it all day long. Unsurprisingly, the insurance billing teams at restoration companies often have high turnover.
At One Claim Solution, claims billing management is our full-time business, so we understand better than anyone the challenges that come with working in a restoration insurance billing role. Over the years, we’ve learned what it takes to build a strong, resilient claims team that doesn’t just survive in this industry, but actually enjoys the work. Whether you’re managing your own in-house team or considering outsourcing your claims, here are some ideas to help you reduce burnout and keep your team energized.
Claims billing negotiation is, by nature, adversarial. Restoration contractors are trying to get paid for the real work they’ve already done. Adjusters, on the other hand, face pressure from their employer to minimize payouts. This sets up a kind of tug-of-war dynamic.
When someone on your team spends every day dealing with deadlines, restoration adjuster pushback, and drawn-out payment timelines, it’s easy to see how job satisfaction can take a hit. Add in the emotional challenge of dealing with homeowners who are confused or frustrated, and you’ve got a high-pressure job with high turnover.
“Work is a huge part of everybody’s life,” said Josh Ehmke, co-founder and general counsel at OCS. “If it’s not a place where people feel motivated to come, you’re going to have high turnover.”
The best way to keep restoration insurance billing teams motivated is to start by hiring the right people. That means looking for more than just a resume of billing experience. You need people with the right mindset and personality, people who can handle tension without taking it personally and who understand the bigger mission behind the work.
At One Claim Solution, that means screening for qualities like emotional resilience, coachability, and a desire to advocate for others.
“Some adjusters are just grumpy,” Josh explained on a recent podcast episode. “You’ve got to find people who can still come to work and handle those calls without getting worn down.” If you’re building your own internal restoration insurance billing team, personality fit should matter as much as their technical skills.
Even the best people on restoration insurance billing teams will struggle if you don’t give them the tools and systems to support them. That starts with training. Claims work is complex. Adjuster pushback can vary by carrier, state, and type of property damage. The more context and education your team has on things like drying standards, asbestos regulations, overhead and profit logic, and other common things that get pushback from adjusters, the more confidently they can stand behind each invoice.
But it’s not just about the initial onboarding. Claims rules and carrier trends are always changing. Ongoing education and support are just as important. At OCS, ongoing internal training helps us ensure our claims management team feels prepared as new trends and roadblocks emerge in the field.
It doesn’t stop at training. Good systems powered by useful technology reduce the mental load for restoration insurance billing teams. OCS’s internal software built into the Claims Portal, for example, uses AI-powered summaries that help our team members get up to speed on a claim in seconds instead of digging through emails and notes. That kind of support saves time and cuts frustration. The right technology will both improve their efficiency and their quality of life: a win for everyone involved.
Another major contributor to claims burnout can be how the job is structured. At many companies, a single person handles everything: data entry, adjuster follow-ups, customer communication, and more. That kind of catch-all role leads to stress and burnout, especially when someone’s out sick or the work volume spikes. And in the restoration industry, one thing you can always count on is that the work volume will spike from time to time.
When possible, try to avoid saddling one person with all of the parts of the restoration insurance billing process. Instead, think about how you can build structure into these roles by creating specialization. Break the work into logical categories and assign them to people with the right strengths. For example, OCS has dedicated teams that focus on specific stakeholder groups: one group handles communication with contractors, another with homeowners, and another with insurance companies. This kind of structure helps people specialize and grow their expertise without the added stress and confusion of context-switching.
People are more likely to stick with their job in restoration claims billing when they understand the mission and feel like they’re doing something worthwhile.
“Helping contractors get paid for doing the right thing for someone in a bad situation—that’s what motivates us,” Ehmke said. The best restoration insurance billing teams understand that, too.
Make sure your team knows the value of what they do. Take the time to connect the dots between their work and the positive outcomes for your customers and their clients. That kind of purpose restoration insurance billing teams push through the hard days.
Claims management is a role that you’ll hear referred to as a “back office job.” These kinds of roles are critical to the success of a business. But it’s easy for them to be forgotten and left in the background. When you’re recognizing the work of team members, don’t fall into the trap of only highlighting employees in front-facing, shinier roles. Take the time to recognize your claims team, too. After all, it takes everyone to make a business run. The recognition that what they do is valued can help ward off low morale on restoration insurance billing teams.
Building and managing a high-performing claims team takes time and intention. At OCS, we know what it takes to retain good claims employees, and that’s why we see less turnover.
One way for you to combat the high turnover of internal restoration insurance billing teams is to outsource claims billing to One Claim Solution. We take care of your claims management and negotiation so that you can stay focused on your core business. Plus, when you outsource to us, you don’t have to worry about the job satisfaction of internal claims employees. OCS takes care of all of that. You can also leave behind the burdens of training and acquiring the kind of expertise it takes to be successful in this position. We have years of experience doing this kind of work and a robust training system that prepares OCS team members to succeed. Plus, our team can easily adjust to your ebbing and flowing workload, all without the interruptions of turnover.
Request a consultation with One Claim Solution today to see if we’re the right fit for your restoration company’s claims billing needs.
335 E Germann Rd #340
Gilbert, AZ 85297
Hi there! I’m Connor, the Account Executive for One Claim. My goal is to guide our contractors through the sales process, ensuring you’re equipped with all the information you need to make your decision and hit the ground running once aboard. We view ourselves as an extension of your business and I strive to make the process an enlightening and consultative one.
My career has primarily been focused in software sales over a few different industries but the last few years were spent helping general contractors solve similar problems to what we’re doing here at OCS! Outside of work, I love spending time with my family, cooking and boating during the summer months.
Hello! I’m Nicole, and I’m here to champion for our employees, recruit for new talent, and impact culture at One Claim Solution. I find satisfaction in supporting a memorable employee experience and bring innovation, problem solving, and strategic view to the process. Nothing is more important than our people, and a healthy culture is my top priority! I have had the pleasure of building my career in various sectors, specializing in small to medium size firms focused on high-growth. My experience is centered around driving and implementing change, leading high-performing teams, and driving process improvements. I am excited to make an impact at One Claim. Outside of work, my family and I enjoy getting outdoors as much as possible to explore beautiful Colorado!
Great to meet you! I’m Elizabeth, and I’m the one behind all the emails and advertisements you’ve been seeing. As the Demand Generation Manager at One Claim Solution, my mission is to connect with contractors like you who need our services. I’m passionate about having an impact on others and I bring a wealth of experience in demand generation and marketing strategy to create moments of delight, curiosity, and education for you.
Prior to One Claim Solution, I had the privilege of building marketing departments from the ground up at companies in a variety of industries, including IT consulting, first protection, and healthcare. Personally, I love being outdoors, playing Dungeons and Dragons and board games, singing, and traveling.
Welcome! I’m Alisha, and I’m here to champion your success as the Director of Contractor Success at One Claim. With a passion for helping contractors thrive, I bring a wealth of experience in onboarding, customer service, and account management to ensure your journey with us is nothing short of exceptional.
Prior to joining One Claim, I had the privilege of scaling SMB and Enterprise Customer Success teams at fast-growing SaaS startups. With over six years of experience at companies like Mavenlink, Teamwork, and ServiceTitan, I honed my expertise in building high-performing teams and fostering proactive, consultative relationships. This background has equipped me with a deep understanding of the challenges faced by businesses like yours, and I’m dedicated to helping you overcome them.
Hi there, my name is Eric! I am the Chief Technology Officer here at OCS, spearheading our technical strategy. I have a background in computer science, graduating cum laude from BYU-Idaho with a Bachelor’s degree in Computer Information Technology.
Before coming to One Claim, I served as the Director of Engineering at Slingshot Technology, Inc., a company later acquired by WorkWave in 2021. My professional journey has spanned both emerging startups and established corporations, with a steadfast focus on cultivating high-trust, low bureaucracy teams and innovating technology using agile methodologies.
In my free time, you can find me flying drones, enjoying the outdoors, and spending time with my family.
Hello, my name is Cam, I’m the COO of One Claim Solution! I come from a management consulting background (Bain & Company) and hold an MBA from the University of Michigan. I have worked at a wide variety of organizations, from Fortune 500 to small-cap, in an equally wide variety of industries. I have over 15 years of experience in operations and strategic growth, and I have spent much of my career focused on developing high-performing tech-enabled service organizations through early stage and high growth phases.
Outside of work, my wife Brittny and I have four kids, ages 13 to 6. As residents of Mesa, Arizona, we love to ski and explore the national parks of the southwest!
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!