Top Reasons You’re Receiving Pushback on Your Invoice

Stacks of documentation to support an insurance claim for restoration work

Many restoration contractors will tell you that the most challenging part of their job is negotiating with insurance carriers. Adjustors often push back on invoices in an attempt to pay contractors less. Here are some of the top reasons that One Claim Solution sees restoration contractors get pushback on their invoices, along with advice from our Director of Claims, Chelly Poldoian, on how you can use documentation to arm you against pushback.

You Approach Your Invoices as an Afterthought

Lots of restoration contractors view restoring properties and preparing invoices as two separate parts of their job that happen at different times. This kind of approach can result in the contractor being underprepared when it comes time to make the invoice. When invoices are an afterthought, they are often poorer quality and easier for insurance carriers to push back against. 

Instead, approach preparing an invoice as something that begins at the same time as your restoration work. While you are restoring a property, take photos and make notes about the damage and what you are doing to address it. If you start to organize this information while you’re still working on the job, you have more opportunities to collect information that will be useful when you’re finishing the invoice.

You Aren’t Proactive About Documentation

When it comes to avoiding invoice pushback, “documentation is definitely key,” Chelly says.  Having thorough documentation to support your invoices puts you in a stronger negotiating position with carriers. Often, adjusters are assigned after the fact and don’t know the details of what happened on the job. Providing details and documentation is the best way to justify your charges and avoid pushback. Documentation can look like:

  • Photos
  • Notes
  • Time logs
  • Videos
  • Reasoning for your approach

While you’re working the job, be proactive and collect as much information and documentation as possible. Later, when you are putting together your invoice, you can pick and choose what to use to support your charges. It’s always better to err on the side of having too much documentation rather than too little documentation.

How Previous Pushback from Insurers Can Guide Your Documentation

If you find yourself unsure what to document, consider what areas you often get pushback from adjusters and use that to guide your documentation. For example, if you often have adjusters argue that you did more work than was necessary, use your documentation to prove them wrong. This might look like taking pictures of initial moisture meter readings in all of the areas where you perform work. When you proactively anticipate and prepare for pushback, you have a better chance of succeeding during negotiations.

Your Technicians Need More Training

The people who work for you are always one of your biggest assets, including when it comes to documentation and preventing pushback. Many restoration businesses remember to train their technicians in technical restoration skills but forget to train them in more abstract skills like properly documenting their work. Then their technicians’ documentation is weak and results in problems during negotiations. “If [your documentation is] missing one little thing, even if it’s not required, it raises red flags, for sure,” Chelly said. Training your team in preparing good notes and documentation is crucial to your success in preventing pushback on your invoices. 

Want More Invoice & Documentation Help?

At One Claim Solution, all our contractors have to do is send us their invoice and claim documentation, and then we organize and submit a claim packet to the insurer for them. We also negotiate with carriers on behalf of our contractors and respond to any pushback. If you’re interested in getting more help with these processes, request a consultation with us today.

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!