Gateway/Services/Insurance claims assistance
Insurance claims
that go through
the first time.
Most claim delays aren’t caused by the carrier. They’re caused by the contractor’s paperwork. Wrong scope format, missing documentation, line items that don’t match the codebook your adjuster works in. We deliver the file the way carriers expect it, that’s the difference between a claim that closes in two weeks and one that drags on for two months.
Why claims actually stall
Most denials and delays
come from one place.
The carrier isn’t the enemy. The adjuster isn’t trying to stiff you. What’s actually happening: the contractor sent a file that the adjuster can’t validate without a phone call, or three. Each round of back-and-forth costs you a week. Done right, the file lands and approves; done wrong, you’re in week six watching your house sit half-demoed.
Wrong scope format
Most carriers expect Xactimate or a recognized equivalent, by line-item code, with quantities and pricing the adjuster’s software validates against. A handwritten estimate or a generic invoice gets kicked back.
Missing documentation
No daily moisture readings, no photos of equipment placement, no run-time logs, no before-during-after on materials. The adjuster can’t approve scope they can’t validate.
Mismatched line items
Demo scope without justification. Drying days without numbers showing why. Equipment counts that don’t match the room dimensions. Each mismatch is an automatic supplement request, and another delay.
“The contractor’s paperwork is what gets your claim approved or stalled. We treat it like part of the job, not an afterthought.”
What’s included
Every Gateway insurance file
has all of this.
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Xactimate-aligned scope & pricing
Line-item codes the adjuster’s software recognizes. Quantities tied to actual measurements. Pricing in line with the carrier’s regional benchmarks.
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Daily moisture-reading logs
Every reading on every surface, every day, until materials hit equilibrium. The numbers tell the carrier why drying took as long as it did.
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Equipment counts & run-time
Air movers per room (with the formula), dehumidifiers sized to the moisture load, hours of operation tracked. No estimates, actual run-time.
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Before / during / after photo set
Same angles, same times of day, captioned. The visual record the adjuster needs to approve material removal and equipment days.
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Cause-of-loss documentation
Source identified and photographed. Plumber report attached when applicable. Timeline of events for the carrier’s records.
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Adjuster communication (with your authorization)
Direct line between us and your carrier’s adjuster. Faster question-and-answer cycle, fewer voicemails between you and your claim.
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Supplemental request handling
When the initial scope doesn’t cover something the work uncovered (hidden mold, deeper saturation than expected), we file the supplemental, with the documentation to support it, instead of leaving you to argue with the carrier.
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Final closeout package
Complete digital file delivered to you and the carrier: scope, photos, logs, lab reports, completion certificate. Yours to keep, useful at sale time too.
How the file flows
Four phases. Two weeks usually.
-
01
Initial scope & estimate.
Within 24 hours of mitigation start. Sent to you for review and (with your sign-off) to your carrier as the opening file.
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02
Mid-job documentation.
Daily logs added to the file as work progresses. Adjuster gets visibility into the in-progress mitigation if they want it.
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03
Closeout file.
Final scope, all photos, all logs, completion certificate. Delivered as a single PDF the adjuster can review in one sitting.
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04
Approval & payment.
Adjuster approves (typically 3–5 business days after closeout file). Payment cycle starts. Rebuild can begin if it hasn’t already.
How it works on your end
Two pieces of paper
from you. That’s it.
We need a signed authorization to communicate with your carrier on your behalf, and a signed work-authorization for the mitigation scope. That’s it on your side. We handle the rest of the paperwork, to and from the carrier, so you can focus on the things that actually matter when your home is in pieces.
Most homeowners don’t realize how much of “insurance hell” is something the contractor is supposed to be doing for them. When the contractor does it right, the carrier process is genuinely smooth.
- Signed authorization to communicate with your adjuster
- Signed work authorization for the mitigation scope
- We handle: scope, photos, logs, supplementals, closeout file
- You handle: deciding things only you can decide (rebuild scope, etc.)
Common questions
Questions adjusters wish
homeowners knew to ask.
Do you bill the insurance directly?
Yes, when authorized. Most homeowners prefer it: we send the file directly to the carrier, they pay us directly, and you only handle the deductible. You can also have payment routed through you and pay us; we’ll do whichever you prefer.
What if my carrier denies part of the scope?
We file a supplemental with the documentation to back it. Most denials of legitimate scope items are due to insufficient documentation in the original file, not actual coverage issues. We handle the supplemental cycle for you.
What is Xactimate, and why does it matter?
Xactimate is the line-item estimating software ~95% of insurance carriers use to validate restoration scopes. Estimates submitted in the same format and pricing structure clear faster because the adjuster’s software can reconcile them automatically. Estimates that aren’t in this format require manual review, which is where delays come from.
Do you do public adjusting?
No, public adjusting is a separate licensed role and ours is restoration contractor. If your claim is contested in a way that requires a public adjuster or attorney, we recommend qualified ones. Most claims don’t need that.
What if I already filed and the adjuster gave me a number?
We can still help. We compare the carrier’s scope to what the work actually requires; if there’s a gap, we file a supplemental with the documentation. Many homeowners discover their initial number was 30–50% short of the real cost, supplementals close that gap.
Will my premiums go up after a claim?
Possibly, depends on your carrier, your claim history, and the size of the claim. Most single water-damage claims don’t move premiums dramatically; multiple claims in a few years can. We can’t predict your specific situation but we’ll never tell you to file (or not file), that’s your decision.
Related services
What else we do.
Already filed and stuck?
We can step in mid-claim. Live phone, twenty-four seven.