Restoration Invoice Line Items That Get The Most Pushback From Adjusters

Restoration contractors often find themselves negotiating with insurance adjusters, trying to defend and get paid for the charges on their invoices. At One Claim Solution, we have negotiated with every major insurance carrier in the U.S. and numerous regional carriers. Here are the line items that we see get the most pushback, what contractors can do to prevent pushback, and how contractors can defend these items when they are negotiating with adjusters. 

Contractor on the phone negotiating with insurance about restoration invoice line items

Line Items That Get the Most Pushback

Here are some of the line items that Stephen Smith, an Account Manager at OCS, sees adjusters push back against the most:

  • Decontamination
  • Protective gear
  • Thermal imaging
  • Administrative labor
  • Emergency service calls

How Adjusters Try to Get Out of Paying These Line Items

One common way carriers try to get out of paying these charges is by arguing that something is just “the cost of doing business” and, therefore, not billable. “It’s an argument that has tons of holes in it,” Stephen says. “They can never give you a list of things that are considered cost of doing business.” Since the goal of any adjuster is to pay out less, it’s in their interest to argue as many line items as possible just come with the territory of being a restoration contractor and can’t be billed. In reality, there are no hard and fast rules about what is billable.

Another way adjusters try to avoid paying for line items is by arguing they were unnecessary. For example, if a contractor bills for decontamination efforts after Category 3 water damage, an adjuster might argue that the contamination wasn’t that severe and that special protective and sanitation measures were overkill. 

How Restoration Contractors Can Defend Line Items Against Pushback from Adjusters

Things like thermal imaging, decontamination, emergency calls, and admin labor cost restorers money. If you’re unable to get insurers to pay out for these line items, that cost has to come out of your profit. Fortunately, with the right defense strategy, you can be more successful in getting carriers to pay for these items. Here are some of the tactics OCS recommends you use.

Cite Industry Standards

If an adjuster takes issue with how you performed a job, you can defend your approach by showing how it aligned with industry standards. If an adjuster tries to say something you did wasn’t necessary, you can point to the IICRC S500 and say, “Here is why it was necessary.” 


Documentation is a powerful weapon against the argument that something you billed for was unnecessary. If an adjuster argues that water damage was less extensive than you claim, you can provide them with documentation of thermal imaging to prove them wrong. If an adjuster argues that decontamination efforts were unnecessary, you can provide them pictures of the damage. To learn more about using documentation to support your invoices, read our recent article.

Involve the Property Owner

Property owners can be a powerful advocate for you when you are negotiating with their insurer. Build a relationship with the property owners you are working for, and take the time to explain why you are doing what you are doing during the restoration process. Not only is this good customer service, it’s also smart business sense if you ever need their help persuading a carrier to pay out.  

Get Expert Help

Defending your invoices can be time-consuming and difficult. If you’re in over your head or tired of devoting so much time to sitting on the phone with adjusters, consider turning to billing experts or attorneys for help.

At One Claim Solutions, we have both restoration billing specialists and attorneys dedicated to helping our contractors maximize their profits and get paid faster. Subscribe to our newsletter if you want to learn more about navigating the restoration industry and insurance negotiations.

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!