The Cost of Being Unresponsive: How Not Having Answers When Adjusters Call Can Hurt You 

working with adjustersIn the fast-paced world of insurance claims, every second counts. When a claims adjuster calls, it’s crucial to have the answers they need at your fingertips. Failing to be responsive in these critical moments can have far-reaching consequences, both for your business finances and your reputation. In this blog post, we’ll explore the hidden costs of being unresponsive and why having timely and accurate information is essential in getting paid faster. 

Delayed Claims Process

By not being responsive to the claim adjuster’s calls, you risk prolonging the claims process. Adjusters often have tight timelines to investigate and settle claims. If they are unable to reach you, it can cause delays in gathering necessary information, assessing damages, and ultimately reaching a resolution. This can result in an extended timeline for receiving claim payouts and moving forward with necessary repairs or replacements.

According to Madalyn Morgan, Senior Claims Team Lead at One Claim Solution, there’s also the risk of losing money when answers are immediately available when an adjuster calls in. 

“When an adjuster calls OCS and is ready to go over the invoice, they’re usually ready to pay it and get it off of their plate,” said Madalyn. “Not having or providing the answers when they need them could lead to them getting frustrated, writing a comparative, or removing line items from the invoices since they don’t understand why those line items were needed.”

Incomplete Documentation

Claim adjusters often rely on documentation and evidence to evaluate and settle claims. If you fail to respond to their calls, you may neglect providing crucial documentation such as receipts, photos, or other supporting evidence. Incomplete documentation can weaken your case and may result in a lower settlement offer or claim denial.

“If you don’t have supporting documentation, knowledge of the federal and state guidelines, the IICRC backing and the exact debate definitions, then you’re going to be up a creek without a paddle,” said Josh Ehmke, Co-founder and General Counsel of One Claim Solution. “Our goal is to get our clients paid more, so we’ll work with them to get the information needed to help justify their bill and back up their invoices.”

Strained Relationships

Building a good working relationship with the claim adjuster can be beneficial throughout the claims process. Unresponsiveness can strain this relationship and potentially create an adversarial dynamic. A strained relationship may make it harder to negotiate a fair settlement or resolve any disputes that arise during the claims process.

“Adjusters like to take things personal. We get adjusters calling OCS all of the time saying they’ve reached out to the contractor directly, and haven’t received an answer. Most of the time they are very frustrated,” said Madalyn. “We have to explain that we’re handling the billing, and they can communicate with us per the documentation we sent. They sometimes won’t even look at an invoice or send a payment until they talk to the contractor or OCS.”

Madalyn said constant, reliable communication and taking out the emotion that contractors and homeowners may experience during the billing process has helped her maintain good relationships with adjusters.

“One of my favorite parts of my job is the relationships that we build with the adjusters. It seems like everyone on my team each has one adjuster they work really well with, and we’re all able to work together to make sure our customers get paid.”

A Final Word

To avoid these hidden costs, it is crucial to be responsive and maintain open lines of communication with the claim adjuster. Promptly return their calls, provide requested information, and address any concerns or questions they may have. By doing so, you can help expedite the claims process, ensure accurate documentation, and foster a more productive relationship, ultimately leading to a smoother and more satisfactory resolution of your claim.

At One Claim Solution, our team of claim advocates is expertly trained to handle all communication with adjusters, ensuring a smooth and efficient process for your claims. To learn more about how we can support your business growth and help you navigate the claims process with ease, we invite you to subscribe to our newsletter 

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!