Insurance Claims

Insurance claims Insurance claims to repair your home may be unlike anything you’ve ever dealt with. They feel a little bit like an insurance claim and a little like remodeling. The process is somewhat confusing, but the end result is usually gratifying. Because of the confusion, we have developed this letter to define some of the terminology, the payment process and who does what for whom, when and how.

  • Insurance Claim: A contract between you and your insurance carrier to cover damaged property.
  • Repair Contract: A contract between you and Highland Construction to make repairs
  • Payment: The insurance company typically pays the insured (you) and you pay us since the contract is between you and us. This varies depending on your insurance company.
  • Supplement: Your insurance adjuster and the Highland Construction Estimator will do all they can to identify and agree on repairs for damage as a result of the fire, wind, water, etc.; however, some issues may not be obvious and aren’t discovered until we are well into the job. In this case, Highland Construction’s Estimator will represent you by calling the adjuster to get approval for the additional work which is usually covered by the insurance company.
  • Change Order: These are changes that you decide to make over that which is covered by the insurance company as a result of the claim. A change order usually means additional cost to you. An example of this might be that you would like to replace your damaged vinyl floor with a wood floor. In this case, you are responsible for the cost difference between the vinyl replacement and the wood floor replacement. Typically, we will have you sign a change order spelling out what the change is, as well as the additional cost incurred. You are expected to pay all, or half at the time you sign the change order and before the work begins. The balance is due upon completion.
  • Deductible: The amount due by you IN ADDITION TO the amount paid by the insurance company. We ask for this payment at the beginning of the job.
  • Adjuster: the insurance representative who handles your claim
  • Agent: your local insurance representative from whom you probably originally purchased your policy.

Typical Restoration Process:
You notify your “agent” of the loss who in turn submits the loss information to the Claims Dept. where an “adjuster” is assigned to determine the scope of the loss.

If it’s a water loss…or there are contents involved, we will begin the “dry-out” process and maybe remove some of your belongings if necessary. Once the water mitigation is nearing completion we will put everything back together again.

  • Estimator: The person from Highland Construction who will first come to your house to assess the necessary repairs, and either write the estimate, or work with your insurance carrier to write the estimate. This person will also negotiate with the adjuster regarding any additional damage that might be found after the job is started. When it’s time to begin work to restore the damage, the job will be turned over to the Project Manager.
  • Project Manager: will oversee the work and its completion. When the work is nearing completion, you will get a call from our Quality Control Manager.
  • Quality Control Manager: who will meet with you to check the work, provide you with a comment form regarding your level of satisfaction with the job we did, get the Certificate of Completion signed and answer any final questions you might have.

Invoicing & payment:
If you get a payment from your insurance company before the job is complete, forward it to Highland Construction to apply to your contract.

If you have not received any money from your insurance carrier by the time you get our invoice, get in touch with your adjuster immediately to inquire about the delay and when you might expect their payment. Contact your insurance agent to help you if needed.

Forwarding copies of all our invoices to your adjuster and agent is also helpful. Let them know the level of completion. Large, complex jobs oftentimes require progress payments, so the job might be 50%, 75% or 90% complete. If you aren’t sure the percentage of completion, ask the Project Manager (contact info at the end of this letter). If the job is complete, tell them that.

  • Invoices and payment notices: Payment is due 10 days after the date of the invoice. We realize that you may not have received your insurance payment by that time and we are willing to work with you and your claims adjuster to do everything possible to get payment.

As you make contact with your agent and/or adjuster, ask what action they plan to take, what results you can expect, and in what time frame. Have them keep you posted on the progress. It is a good idea to check back and be sure that promised dates and actions are fulfilled. Good communication yields great results.

Your mortgage company may be a co-payee on the check from your insurance company. If your mortgage company is also listed as a payee, please verify that the name on the check matches your current lender, then contact Highland Construction. We can either help you with, or completely take care of the endorsement from your mortgage company.

  • Filing liens: If full payment is not received within 90 days from the date of completion of the work on your property, we may proceed with our right to file a lien against your property. State laws allow for this to protect a contractor’s right to collect the funds due.

We will do everything in our power to assist you to get payment from your insurance company, thus avoid this step. We hope that these definitions and tips assist you with the process. If you have any questions, please call. We welcome any opportunity to explain this confusing process and help in whatever way we can.

Click Here to view a PDF of Our Client Letter


24 Hour Line: (910) 485-6738 Fax: (910) 485-2469 Email:
1409 Clinton Rd. Fayetteville, NC 28312 | (910) 485-6738
3302 Kitty Hawk Rd. Suite 100 Wilmington, NC 28405 | (910) 477-6186
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