Communicating Restoration Job Delays & Issues to Customers

Emergency restoration contractor communicates with happy homeowners about their home's project status.In the emergency restoration industry, unexpected problems and delays come with the territory. The way we approach communicating unexpected project delays and complications to customers can make a huge difference in our relationship with customers. At One Claim Solution, we work with restoration contractors every day who are faced with challenging customer communication situations. Here is advice OCS Contractor Success Manager Jake Scorse has for restoration contractors who are faced with communicating project complications to homeowners. 

Build a Relationship with Property Owners & Set Initial Expectations 

How you communicate with homeowners at the beginning of a restoration job is almost as important as what you say in the moment when a project hurdle comes up. “If you could just eliminate surprises, I think that’s the key,” Jake says. “That’s done by building trust day one, minute one.”

When property owners are aware of potential restoration project surprises in advance, they have an easier time handling the news if they come up later on. “It’s about setting realistic expectations from the offset. I think if you come at it with the approach of, ‘We’ve seen some projects just like this. Here are some of the unexpected challenges that could come up, but hopefully don’t,’” Jake explains. “That can help customers feel more prepared and less surprised if something comes up.” 

Communicate Restoration Project Delays Promptly & Transparently

When you do discover more extensive damage or run into any other issues that could lead to a project delay, communicate that transparently with your customers. “I think the key is to be prompt… and as clear and honest as possible with the customer about any issues that do come up or could come up,” Jake says.

Instill Confidence in Your Emergency Restoration Work

No one likes to share bad news, even when it’s necessary. Presenting the problem and your solution to the customer at the same time can soften the blow and help maintain your relationship with them. “Come prepared with a solution in place,” Jake recommends. “That way there’s no loss of confidence in the contractor’s abilities.”

Don’t Skip Hard Conversations 

Sometimes when you run into issues on a emergency restoration job, it can be tempting to just quickly solve them and move on without speaking to the customer. “Sometimes you can see that delay in the process as causing fear that doesn’t need to be there with the client. But I think that’s a mistake,” Jake says. Maintaining transparency with your customer helps ease their concerns and build their confidence in you as a restoration expert. Plus, if something related to the initial issue later goes awry, you might end up in a difficult position where you have to admit to a customer that you withheld information from them. It’s easier to avoid withholding information in the first place.

Remember Your Responsibility is to the Homeowner, Not the Adjuster

Be careful not to let restoration project problems escalate by waiting on the green light from adjusters. Waiting for adjuster approval can easily lead to bigger problems down the road and greater risks to the customer’s property. 

“Your contract is between you and your customer, not the adjuster,” Jake points out. “Brief notes in the paperwork go a long way to capturing a fair and reasonable payment with the carrier.” Instead of waiting for adjuster approval, fix the problem immediately. Then later on during the collections process, you can persuade the adjuster that the work was necessary.

Securing Payment for Emergency Restoration Work

Securing payment for emergency restoration work can be just as complicated as communicating those emergencies to homeowners. At One Claim Solution, we handle securing payment from carriers for our restoration contractors. Because of this, our contractors can focus on providing excellent restoration emergency services without having to worry about the future claims negotiation process. Learn what outsourcing claims collections can do for your restoration business by reaching out to our team.

Connor Trahan

Account Executive

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.

Nicole Liesenfelt

Director, Human Resources

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!

Elizabeth McGlone

Demand Generation Manager

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.

Alisha Yartzoff

Director of Contractor Success

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.

Eric Terry


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.

Cam Smith


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!

Dan Doud


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

Josh Ehmke

Co-Founder and General Counsel

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.

Jeremy Traasdahl


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!