The World’s Leading Construction & Insurance Solutions

OS Project Manager Help Center

*****UNDER EDIT*****


DISCLAIMER:
If you have access to this page, it is because you have been onboarded as a Project Manager for Obsidian Solutions. Do not share this page. This is your confidential help/training center.


CONTENTS:

  • Key PM Links
  • Intro
  • Onboarding Video (10 min)
  • Job Description (4 min)
  • PM Bible (1 hour to read/watch, <5 hours to study)


KEY PM LINKS

These links are bookmarked at the top so that when you are trained up, they will be readily available to you here for quick access, but all important links (these included) and training material will be in the Monday Board titled “SOPs, Training, Docs”

1-min Lead Form
All leads come through or are forced through this form
https://form.jotform.com/252536550724053

Client Contract
All Clients must be in contract before executing work, and understanding the contract is essential
https://form.jotform.com/252526842791060

Certificate of Completion
Required to be signed by Clients upon project completion
https://form.jotform.com/252626277133154



INTRO

Firstly, WELCOME! We are so excited to have you as a part of our team and are excited to work together towards the goal of making fair money and getting people their homes back, whether they were affected by a dishwasher leak across the kitchen or a catastrophe like hurricanes and fires.

If you are here, it is because you have copious experience in the property claims industry and you will be a great fit with the Obsdian Solutions Team.

As you go through this training, please have a way to take notes so you have a list of questions


ONBOARDING VIDEO

Video Revisions:


JOB DESCRIPTION

OS Project Manager Job Opening



PM TRAINING

3rd Party Education: 

Continuing education

Current Education (all below)

Biz Dev Help/Training Center
Imperative to better understand specific Partner type dynamics and nuances

OS Biz Dev Help Center

Partner Expectations
Essential to understanding Partner dynamics


Client Expectations
Essential to understanding Client dynamics


Mit Vendor Video
Essential to understanding MV dynamics
***** EDIT LINK *****


Super Sub Video
Essential to understanding SS dynamics
***** EDIT LINK *****



PM BIBLE

BIBLE CONTENTS:

SYSTEMS TOUR – Videos

Monday

***** EDIT LOOM LINK *****

Video Revisions:



Jotform

***** EDIT LOOM LINK *****

Video Revisions:



Xero

***** EDIT LOOM LINK *****

Insurance

OOP – Estimate, Invoice, Contract Link

Video Revisions:

RULES

CORE STANDARD (NON-NEGOTIABLE) 

Execute property claims project management from end to end to get policyholders’ properties back to pre-loss condition with speed and quality, while ensuring happy partners, satisfied vendors, and making fair money in the process

This is how the business survives. Stalled projects = unhappy Clients = failed business

CONSTANT RULES:  

Tips, Tricks, Shortcuts:

Working Hours:

Daily Action Checklist: 

Weekly Schedule: 

Time Management: 

Two-Day Contact Cycle (CRITICAL) 

Every active Project in your workload must have meaningful progress within 2 days

Adjuster Contact Requirements: 

Updates via Monday: 

What Counts as Progress: 

TL Fires: 

COO Fires: 



SOPs


Phone SOP: 


Secretary SOP: 


Contacts Creation SOP: 


Per Touch Standard:

Per Touch: 

Update(s): 

Every touch must move the claim forward. 


Claims Timeline if NA Communication and/or Stagnation: 

If still NA, then: 


Escalation Triggers to Leadership: 

Escalate when: 


How/When to do Requests: 

***** EDIT LOOM LINK *****

Video Revisions:


Checklist for Viable Estimate Info from Client:

This is the first thing you check when you have a new Project assigned to you  

If Mitigation: 

Added Requirements when merited: 


If Need Info/Decision from Client:


More Info Request from Insurance:


Time and Material Estimating Tour:

***** EDIT LOOM LINK *****

Video Revisions:


Estimate Creation SOP:

Goal 

Deliver comprehensive, accurate estimate within 24 hours of receiving information and documentation required to do so. There are more details in General Information section below that are imperative to how we do estimates

Timeline 

Day 1 after documentation received

Steps 

1. Claim Review (Within 24 Hours of Assignment) 

2. Estimate Creation 

Quality Check 

Red Flags 


OOP:

For pure OOP (Out of Pocket) Projects (no insurance involved), Sales is still responsible for getting Clients to sign the New Project Form / Work Authorization, but the SOPs are different. Use judgment to determine if it can be done with simple pics, vids, and measurements, a PLNAR scan, or if it requires an OOP Estimate from a SS. If Undetermined, alert the SS you select that it is an entirely out-of-pocket project and are requesting they generate an estimate rather than a PLNAR Scan like insurance jobs. Once estimate received, OS T&M white-label and add 10% overhead and 10% profit, and submit to the Homeowner via attachment to invoice. We aim for 100% of project cost upfront (besides California due to laws), but we can negotiate as low as a 50% deposit in order to close the Client if you are unable to close them at 100% of project invoice. The PM has more of a sales role here to walk through the Estimate with the homeowner and getting them to choose us, which requires the Sales follow-up SOPs!

***** ADD SALES PAGE LINK *****


Negotiation and Settlement Process:

Goal 

Maximize settlement efficiently
Close within 21–35 days of estimate submission. 

Timeline 

Days 2–21

Step 1 — Submit to Insurance 

Step 2 — Initial Adjuster Response 

If no response (SOP above) 

When response: 

Step 3 — Prepare Negotiation Strategy 

Step 4 — Negotiation Process 

Step 5 — Escalation Decision Point (Day 7–14) 

If progress: 

Escalation Option SOPs above if stalled

Step 6 — Settlement Agreement 

Step 7 — Close-Out 


Client Communication Plan:

Goal 

Proactive, transparent communication throughout the Project lifecycle. 

Communication Schedule 

Day 0 — After day

Day 1 — If Mit

Day 1 — Once scope of demo finalized and receive adequate info — Estimate Phase 

Day 3–21 — Negotiation Phase 

Day 21 + — Construction

Proactive Communication Triggers 

Communicate immediately when: 

Client Can Always: 

Red Flag 

Client asking “what’s happening?” = communication failure. 


Public Adjuster SOPs:


Appraisal:

What Appraisal IS 

What Appraisal IS NOT 

When to Use 

Avoid when: 

Required Authority Documents 

  1. Client Appraisal Authorization (template below)
  2. Appraiser Contract 

No demand without both executed. 

Pre-Appraisal Checklist 

Confirm: 

Appraisal Demand Email Requirements 

Appraiser Phase 

Umpire Phase 

If disagreement persists. 

Award Issued — PM Duties 

Compliance Red Flags 

Escalate immediately. 

COMMON MISTAKES TO AVOID 

DON’T: 

DO: 

FINAL OPERATING PRINCIPLES 

  1. Files move every 2 days
  2. Communication is proactive
  3. Documentation wins negotiations
  4. Escalation is strategic
  5. Speed + defensibility = profitability
  6. Compliance protects the company
  7. Systems create scale


Appraiser SOPs:


Receiving Payments:


Payments Out: 


Certificate of Completion (COC):


TL SOPs

New Project Assignment 

Assign within 1 business hour based on Teammates Board: 

KPI Reviews 

Escalation and Request problem-solving

Team Leadership


PROJECT SEQUENCE

Project Sequence

***** EDIT LOOM LINK *****

Video Revisions:

Project sequence in detailed writing (learning this component may be a dry read, BUT it is the most imperative aspect to have well studied):

Intro Form Submitted

New Project Form / Work Authorization Submitted

If Missing Info


If MV


REPAIRS: PREDETERMINED


REPAIRS: UNDETERMINED


PREDETERMINED and UNDETERMINED pick up here


SUPPLEMENTATION PROCESS (once 90% of project complete or significant change found)


PROJECT COMPLETION


OOP: If Out of Pocket (Client upgrade or non-covered. Can happen at any point more than once):


If Change order from SS (can happen at any point more than once, and types overlap):

If Lien Release Requested Upon Project Completion. Can Request Exec:

If DEAD at any point after Contract signed:

HOW TOs, TEMPLATES, & SCRIPTS in sequential order per project


Template Prompts for Updates to Clients:

These are generic update prompts for inspiration, not to be typically used directly because the Client Update column is directly Client facing. Clients will receive everything you input into that column, so make sure it is appropriate

🧰 Pure Out of Pocket

🔧 Claim Phase – Main

📄 Coverage / Insurance Status

💼 Escalation / Dispute

💰 Payments / Funds

🧾 Supplements / Change Orders

🏗️ Construction / Execution

🧑‍🔧 Vendor / Contractor Coordination

📄 Client Actions Required

🏢 Insurance / Adjuster Communication

📦 Closeout



New Project Form / Work Authorization Link: 
https://form.jotform.com/252536550724053

New Project Form / Work Authorization Submission auto alert to PM Team: 

NEW PROJECT in CONTRACT!!! Client 1 First Last. Worksite Address

Form Info

New Project Form / Work Authorization Submission auto email to Adjuster: 

Template in PM@ObsidianSolutions email as: 

CLAIM # (Adjuster 1st email)

And in Jotform auto send to Adjuster

New Project Form / Work Authorization Submission auto email to Client 1 & 2 PLNAR Q:

Template in PM@ObsidianSolutions email as: 

🏴 IMPORTANT INFO from Obsidian Solutions – Insurance Restoration / Construction

And in Jotform auto send to Client. 

Select MV: 



PM Connect MV and Client(s) text: 

Hi [Client(s) Name(s)], it’s [PM First Last] from Obsidian Solutions, your Administrative Project Manager. 

I am connecting you with [MV Person of Contact], our SuperIntendent (Boots-on-the-ground) Project Manager for Mitigation. Phone number: XXX-XXX-XXXX

For all questions and communications pertaining to the physical work and scheduling, please keep all texted correspondence in this group chat or call [MV Person of Contact]. 

For all Insurance, Billing, and escalated questions, contact me separately. 

We’ve got your back and can’t wait to get you taken care of! 

PM Intros and Connect MV to Client(s) via email if Client does not text: 

Template in PM@ObsidianSolutions email as: 

🏴  Client – Mit Superintendent Connection

If 3rd Party Estimator SOPs: 

The Claims Ninja: 

Submissions of Estimates, Invoices, Revision Requests, and Supplements to Insurance if done In-House: 

Template in PM@ObsidianSolutions email as: 

CLAIM # (If sending to Ins In-House)


If Public Adjuster:

PM ideally calls and speaks with Client about this, unless text or email is their preferred method of communication

Impersonal template:

“Hi [Client],
We recommend escalating this project to a Public Adjuster, as the insurance carrier is forcing the matter. While insurance will communicate with contractors regarding pricing and scope, once policy language is involved, it triggers the requirement for a Public Adjuster in order for anyone to continue communicating with them, which effectively halts any further progress directly on our end.

While this is not ideal—because it is often used as a stalemate tactic and does significantly impact our margins—the good news is that we can help by immediately engaging our partners to step in and keep the claim moving forward. Once a settlement is reached, we will proceed as planned and execute the work to restore your home to its pre-loss condition.

Additionally, the cost of the Public Adjuster is paid from the project settlement, not out of your pocket.

Do you approve us moving forward with a Public Adjuster so we can advance your claim?

If Appraisal:

PM ideally calls and speaks with Client about this, unless text or email is their preferred method of communication

Impersonal template:

“Hi [Client],
We suggest pushing this project to appraisal as insurance is stuck below a reasonable threshold for scope and/or pricing, regardless of irrefutable justifying evidence presented. Appraisal ranges from $500 – $1,500 depending on size and location. Do you approve this so we can move this claim forward? If yes, we will generate an exact cost and will send the invoice as soon as we get your approval to pursue the appraisal.”



Appraisal Demand Letter:

Obsidian Solutions
(541) 944-1479
PM@ObsidiainSolutions.global

Date: [Insert Date]

To:
[Insurance Company Name]
[Carrier Address]
[City, State, ZIP]

Re: Appraisal Demand
Insured: [Policyholder Name]
Property Address: [Loss Address]
Claim Number: [Claim #]
Policy Number: [Policy #]
Date of Loss: [DOL]

Dear [Adjuster Name / Claims Department],

This letter serves as a formal demand for appraisal pursuant to the appraisal provision contained within the above-referenced insurance policy.

A dispute has arisen regarding the scope and/or amount of loss associated with the above-referenced claim. Despite prior communications and efforts to reach an agreement, the parties have been unable to resolve these differences.

Accordingly, the Insured hereby invokes the appraisal clause of the policy.

Appraiser Section

The Insured designates the following as their appraiser:

[Appraiser Name]
[Company Name]
[Address]
[Phone]
[Email]

Please provide the name and contact information of the carrier’s designated appraiser within [10–20] days of receipt of this letter, or as required by the policy.

Scope of Appraisal

The appraisal process is intended to determine the amount of loss, including all necessary repairs required to restore the property to its pre-loss condition. This includes, but is not limited to:

Reservation of Rights

Nothing in this demand shall be construed as a waiver of any rights, claims, or remedies available to the Insured under the policy or applicable law. The Insured expressly reserves all such rights.

We request your prompt cooperation in moving this matter forward through the appraisal process. Please confirm receipt of this demand and provide your appraiser selection within the required timeframe.

Sincerely,

[PM Name]
Project Manager



Undetermined Select SS: 

PM Connect SS and Client(s) Text:

Hi [Client(s) Name(s)], it’s [PM First Last] from Obsidian Solutions, your Administrative Project Manager. 

I am connecting you with [SS Person of Contact], our SuperIntendent (Boots-on-the-ground) Project Manager for Re-Construction. Phone number: XXX-XXX-XXXX

For all questions and communications pertaining to the physical work and scheduling, please keep all texted correspondence in this group chat or call [SS Person of Contact]. 

For all Insurance, Billing, and escalated questions, contact me separately. 

We’ve got your back and can’t wait to get you taken care of! 



PM Intros and Connect SS to Client(s) via email if Client does not text: 

Template in PM@ObsidianSolutions email as: 

🏴  Client – SS Superintendent Connection

If Adjuster changes at any point: 

Restart w Intro Form Auto email SOPs. 

Restart w Estimate/Bill/Supplement email SOPs. 

Restart with COC submission if needed. 

TOOL BELT – TECHNIQUES, COMMON OBJECTIONS, RETORTS, & GENERAL KNOWLEDGE


No matter who we are working with, Clients, Insurance, or vendors, we are always de-escalating creative problem solvers that bridge the gaps between all parties. We want everyone to walk away happy.


Clients

The Client’s most common concerns stem from our contract, which must be understood thoroughly—like the back of your hand—both pre-signature and throughout the duration of the project.

The primary clauses that tend to raise questions are:


This next section is for PM knowledge only:

If a Client cancels the contract after a PLNAR scan has been completed, we will proceed with minimum invoicing.

Additionally, any contract that becomes “Dead” after signing requires TL approval before further action is taken.


Client & Vendor Management

If an MV (Mitigation Vendor) or SS (Subcontractor) is not performing to the Client’s satisfaction:

If the Client is being unreasonable:

If the MV or SS is not performing to our standards or is acting outside of expectations:

These situations are high-risk when not handled properly and should ideally be addressed over the phone, as text and email can easily be misconstrued.

However, if circumstances require it for protection or documentation purposes:


Adjusters

We aim to enter the process by changing the normal preconception adjusters have about working with contractors in order to disarm them. This makes them more conducive to working with us instead of against us.

The typical dynamic is:

This can be due to:

At the end of the day, their job is to save their company money.
Both perspectives can be true, and every carrier and adjuster is different.


Estimates & Negotiation Reality

Insurance typically provides an estimate first unless we beat them to it.
Over 90% of the time, these estimates are extreme lowballs.

Even if we come in at our absolute bottom line:

Because of this:

However:

👉 This is a balancing act with many variables
👉 There is no exact formula

We provide all tools necessary, but PMs must apply:


AOB (Assignment of Benefits)

Adjusters often push back on AOB, which is included in our intro email once the New Project Form / Work Authorization is submitted.

AOB allows us to:
👉 get paid directly by insurance

Approach:

Key positioning:

We can position that:


Communication Blocking (AOB + ICA Issue)

Adjusters often:

Our response:

We position:


If That Fails

We escalate to the Client:

Explain:

Frame the contrast:

Provide:
👉 a Client email template granting us unequivocal communication authority

Also:
👉 obtain full policy from homeowner
👉 get them aligned on our side


Scope & Pricing Pushback

Adjusters may refuse scope and pricing even when required for proper restoration.

Approaches include:


Policy Language Intrusion

Adjusters increasingly:

This is often used to:

OR:


Our Strategy

We must:

While:


Avoiding PA Escalation

We want to avoid Public Adjusters when possible because:

👉 Only escalate when necessary


Stagnation Tactics (Lack of Adjuster Response)

When claims stall due to lack of responsiveness, we use two main methods:

1. New Adjuster Escalation

Used when:

This is:
👉 a bad faith scenario

Process:

Template states:

Pros:

Cons:

2. Good Cop / Bad Cop

Strategy:

Positioning:

Pressure point:

Once deadline hits:

If necessary:
👉 provide Client with everything needed to file DOI complaint
(we cannot do it for them)

Final Escalation Layer

Only after executing one or both of the above:

👉 THEN consider:


🏁 Summary

This entire process requires:


Understanding Insurance Adjusters

(How Claims Actually Move Forward) 

This section exists to help everyone understand how insurance claims are reviewed and approved so expectations stay realistic and projects move smoothly. 

Insurance adjusters are not construction experts, and they are not personally paying for claims. Their role is to make decisions that are documented, defensible, and compliant with internal carrier guidelines. 

Understanding this helps explain why certain requests, reviews, or delays happen during the process. 

What Adjusters Are Responsible For 

Adjusters are typically managing many claims at once and must ensure every payment they approve can be justified internally. 

They are primarily focused on: 

Their job is not to argue — it is to approve what can be supported. 

Why Insurance Often Pushes Back Initially 

Initial pushback is a normal part of the claims process and does not mean a claim is failing. 

Common reasons include: 

Most claims evolve through documentation and explanation, not confrontation. 

How Strong Claims Get Approved 

Approvals typically happen when three things align: 

  1. Clear field documentation 
  2. Well-supported estimating 
  3. Consistent communication 

When documentation shows the full story, adjusters can approve scope more confidently and quickly. 

Why Centralized Communication Matters 

Insurance claims move best when communication stays organized. 

To avoid confusion: 

This allows negotiations to remain structured and efficient. 

What This Means for the Project 

Insurance review is a process — not a single decision. 

Typical progression: 

Documentation → Review → Questions → Clarification → Agreement → Payment 

Each step moves the claim closer to resolution. 

The Key Takeaway 

Adjusters approve claims when decisions are easy to justify. 

Good documentation and organized communication make approvals easier — which helps projects move forward faster for everyone involved. 

Why this section works 

It quietly accomplishes several things: 


Profit Maximization — Line Item Strategy (When Merited) 

Maximize claim value by identifying scope realities that require continuous work, trade interaction, and full restoration standards — not patch repairs. 

Always justify increases through construction logic, code, and restoration practicality, not opinion. 

Continuous Replacement (When Merited) 

Push continuous replacement when partial repair creates mismatch, damage risk, or improper restoration. 

Common triggers: 

→ Result: full slope or full roof replacement. 

→ Result: continuous flooring replacement. 

When flooring goes continuous: 

→ Result: wall-to-wall or room continuous paint. 

Trade Interaction Expansion 

If one trade requires disturbance of another trade → include both. 

Examples: 

Rule: 
If it must be touched, it must be estimated. 

Access & Protection 

Always include: 

Small line items compound heavily. 

Detach & Reset Strategy 

Anything preventing work must be: 

Common misses: 

Code & Practical Construction Reality 

Use when applicable: 

Repair must meet current install standards, not pre-loss shortcuts. 

Matching Requirement Logic 

When materials cannot match: 

→ Expand scope to uniform finish area. 

Supervisory Hours 

If supervisory required, articulate reason why it does not fall under Overhead and is specialized or justified.  

O&P (Overhead & Profit) 

Push O&P whenever project requires coordination of multiple trades or supervision. 

Indicators: 

Rule: 
If complexity exists → O&P justified. 

Supplement Mindset 

Every project has three estimate phases: 

  1. Initial Scope 
  2. Construction Reality Adjustments 
  3. Documentation-Based Supplements (“Free Money”) 

Review files near completion for missed scope supported by documentation gathered during project life. 

Estimator Rule 

Do not ask: 

“What will insurance approve?” 

Ask: 

“What does proper construction require?” 

Then document and justify. 

Core Principle 

Patch repair is insurance’s starting point. 
Proper restoration is our standard. 

Estimate the work required to restore correctly — not minimally. 


Profit Maximization — Time & Material Strategy (When Merited) 

Use Time & Material (T&M) estimates when scope uncertainty, access limitations, or construction reality prevents accurate fixed pricing at the outset. Also use them as leverage to get Xactimate estimates pushed to settlements. If a T&M is higher, it can help push through your estimates.  

T&M shifts approval from price debate to work verification. 

Document labor, time, and materials so real construction conditions justify increased claim value. 

When T&M Is Merited 

Use T&M when: 

T&M is justified when accurate scope cannot be determined without performing work. 

Using T&M to Support Supplements 

T&M establishes real-world production data. 

Use documented: 

to justify supplements after scope exposure. 

Construction reality becomes evidence. 

Converting T&M Into Xactimate Approval 

When carrier disputes Xactimate pricing: 

  1. Perform work under T&M where approved. 
  2. Track actual labor + production rates. 
  3. Compare real cost vs Xactimate estimate. 
  4. Demonstrate Xactimate is equal or cheaper than actual field cost. 

Result: 
Carrier approves Xactimate as reasonable benchmark. 

T&M validates the estimate instead of arguing it. 

Labor Expansion Strategy 

Track all labor categories: 

If labor occurred → it is billable. 

Idle time caused by site conditions is still labor time. 

Hidden Condition Discovery 

Demolition frequently expands scope. 

When new damage discovered: 

Hidden damage converts directly into supplement justification. 

Daily Documentation Rule 

Every T&M job requires: 

If not documented, it does not exist. 

Equipment & Small Tool Recovery 

Track: 

Equipment duration increases claim value legitimately. 

Production Reality Leverage 

Real-world production rarely matches estimating assumptions. 

Use T&M to demonstrate: 

Field reality supports higher valuation. 

Transition Strategy (T&M → Fixed Scope) 

Once scope fully known: 

T&M defines scope → Xactimate finalizes settlement. 

Estimator Rule 

Do not use T&M to guess pricing. 

Use T&M to prove actual cost of proper restoration. 

Core Principle 

Documented reality wins negotiations for both Xactimate and T&M Estimates 


ChatGPT — Estimate Final Boost Prompts 

Use ChatGPT after completing an estimate to identify missed scope, expand justified line items, strengthen documentation language, and maximize settlement defensibility before submission. 

ChatGPT is used to audit and strengthen, not fabricate scope. 

How to Use 

  1. Finish estimate normally
  2. Export or copy scope notes / line items / summary
  3. Run prompts below
  4. Review suggestions
  5. Add only items supported by construction reality and documentation

Final Boost Prompts 

1. Master Scope Audit (Primary Prompt) 

Prompt: 

Act as a master insurance restoration estimator specializing in maximizing defensible claim scope. Review the following estimate and identify missing line items, trade interactions, detach/reset items, access requirements, protection needs, and continuous replacement opportunities that are commonly overlooked but justified by construction standards. Explain WHY each item is required. 

2. Continuous Replacement Expansion 

Prompt: 

Analyze this scope and identify where partial repair would realistically require continuous replacement (roofing, flooring, paint, trim, or assemblies). Explain construction logic that justifies full-area replacement instead of patch repair. 

3. O&P Qualification Check 

Prompt: 

Review this estimate and determine whether Overhead & Profit is justified based on trade coordination, supervision requirements, scheduling complexity, and project management involvement. List supporting justification language suitable for adjuster submission. 

4. Detach & Reset Audit 

Prompt: 

Identify all items that must be detached, reset, protected, or manipulated to complete the listed work properly. Focus on commonly missed estimator items. 

5. Hidden Scope Discovery 

Prompt: 

Based on this scope, identify likely hidden damage or secondary work that typically appears once demolition begins and should be anticipated or documented for supplements. 

6. Labor Reality Expansion 

Prompt: 

Evaluate this estimate and identify labor activities that occur in real construction but are often under-scoped, including setup, protection, access limitations, cleanup, and material handling. 

7. Code & Standards Justification Builder 

Prompt: 

Generate defensible justification language explaining why this scope must meet current building standards and cannot be repaired minimally. Keep wording professional and adjuster-facing. 

8. Supplement Pre-Planning Prompt 

Prompt: 

Predict the most likely supplements that will arise during this project based on the provided scope and explain what documentation should be collected now to support them later. 

9. Carrier Pushback Defense 

Prompt: 

Act as an insurance adjuster challenging this estimate. List likely objections. Then provide professional rebuttals supported by construction logic and industry standards. 

10. Estimate Strength Score (Final Check) 

Prompt: 

Evaluate this estimate for completeness, defensibility, and settlement strength on a scale of 1–10. Identify weaknesses that could reduce approval likelihood and suggest improvements. 

11. Xactimate vs Reality Reinforcement 

Prompt: 

Explain how real construction conditions support the pricing and scope in this estimate and provide language demonstrating the estimate represents reasonable market cost. 

12. Final Submission Rewrite (VERY HIGH VALUE) 

Prompt: 

Rewrite a concise professional submission summary that clearly explains scope necessity, project complexity, and justification for full approval while remaining cooperative and non-adversarial. 

Final Estimator Rule 

ChatGPT is used to find: 

Not to invent damage. 

If it happened or must happen → estimate it. 


Brelly AI — Estimate & Claim Maximization Prompts 

Use Brelly AI to analyze claim information, policies, and estimates to identify missing scope, strengthen bid positioning, and bridge gaps between construction reality, coverage language, and carrier valuation. 

Brelly helps connect: 

into defensible settlement positioning. 

How to Use 

  1. Upload policy, carrier estimate, our estimate, and claim details. 
  2. Run prompts below. 
  3. Extract coverage + scope insights. 
  4. Apply findings to estimate revisions, supplements, and negotiations. 

Brelly Prompts 

1. Estimate Gap Analysis (Primary Prompt) 

Prompt: 

Compare the carrier estimate and contractor estimate using the provided claim information and policy. Identify missing scope, under-scoped items, and construction tasks likely required but not included. Explain why each item would reasonably be required. 

2. Scope Bridging Analysis 

Prompt: 

Analyze this claim and identify gaps between observed damage, restoration requirements, and the current estimate scope. Suggest areas where additional work may be justified based on typical construction sequencing. 

3. Bid Bolstering Review 

Prompt: 

Review this estimate and generate professional justification explaining why the pricing and scope are reasonable based on claim conditions, restoration standards, and project complexity. 

4. Coverage + Scope Alignment 

Prompt: 

Identify where policy language supports the work described in this estimate and explain how the scope aligns with restoration obligations under the policy. 

5. Continuous Replacement Support 

Prompt: 

Using claim details and policy language, explain where partial repair may not restore the property properly and where continuous replacement may be justified. 

6. Carrier Estimate Weakness Scan 

Prompt: 

Identify assumptions, omissions, or scope limitations in the carrier estimate that may conflict with claim facts or restoration requirements. 

7. Supplement Opportunity Detection 

Prompt: 

Based on claim information and current scope, predict likely supplement items and explain what additional work commonly emerges during restoration. 

8. Labor & Production Reality Analysis 

Prompt: 

Evaluate whether the estimate reflects realistic labor effort considering access, protection, sequencing, and site conditions. Identify areas where labor scope may be understated. 

9. Policy Endorsement Opportunity Scan 

Prompt: 

Review endorsements and identify coverage provisions that may justify additional scope, upgrades, or expanded repair requirements. 

10. Negotiation Position Builder 

Prompt: 

Create a concise explanation supporting this estimate using both construction reasoning and policy alignment suitable for adjuster communication. 

11. Documentation Strength Check 

Prompt: 

Identify missing documentation or evidence that would strengthen approval of disputed scope items. 

12. Final Claim Position Summary (High Value) 

Prompt: 

Generate a professional claim summary explaining why the submitted estimate represents a reasonable and necessary cost to restore the property to pre-loss condition. 

Core Rule 

ChatGPT strengthens construction scope. 
Brelly strengthens claim intelligence and coverage alignment. 

Together they: 


Pre-Loss Condition Builder (PLCB System) 

(Value Anchoring & Scope Expansion Doctrine) 

Purpose 

The Pre-Loss Condition Builder establishes the probable quality, finish level, and construction standard of a property before damage occurred, allowing estimates and negotiations to anchor restoration value correctly from the start. 

Insurance policies require restoration to pre-loss condition, not minimum functional repair. 

The PLCB system ensures that pre-loss condition is: 

Core Principle 

Settlement value is anchored by perceived pre-loss quality. 

If pre-loss condition is undefined, the carrier defines it downward. 

If pre-loss condition is documented, scope expands naturally. 

Why This Matters 

Most claims fail here: 

Carrier assumption: 

Average materials + minimal finish level. 

Reality: 

Homes rarely reflect minimum-grade construction after years of upgrades, wear patterns, and market expectations. 

Without a defined baseline: 

The PLCB system prevents value erosion. 

Restoration Standard Rule 

Repair must return property to: 

Not: 

PLCB System Structure 

The system consists of six operational layers: 

  1. Property Intelligence Collection 
  2. Quality Tier Classification 
  3. Pre-Loss Reconstruction Modeling 
  4. Estimate Anchoring 
  5. Negotiation Positioning 
  6. Supplement Reinforcement 

1. Property Intelligence Collection 

Immediately after intake, collect indicators of property standard. 

Observable Indicators 

Document: 

Photos should capture context, not just damage. 

Required Photo Categories 

Damage photos alone are insufficient. 

Intelligence Rule 

Undamaged areas prove pre-loss condition. 

2. Quality Tier Classification 

Assign property a working tier: 

Tier Levels 

Builder Grade 

Mid-Grade Residential 

Custom / High-End 

AI Prompt Example 

Based on provided photos and property details, classify likely construction quality tier and explain reasoning. 

This becomes internal claim positioning. 

3. Pre-Loss Reconstruction Modeling 

Use evidence to reconstruct probable pre-loss state. 

Inputs 

AI Modeling Prompt 

Using these property details, describe the probable pre-loss finish level and construction quality expected for similar homes in this market. 

Output becomes justification narrative. 

Key Concept 

You are not guessing. 

You are reconstructing probability using evidence. 

4. Estimate Anchoring 

Before submission, estimate must reflect reconstructed pre-loss quality. 

Applications 

Flooring 

Higher-tier property → continuous flooring expectation. 

Paint 

Higher finish → full wall repaint justified. 

Roofing 

Architectural systems → slope continuity required. 

Cabinets 

Custom alignment → partial replacement unacceptable. 

Anchoring Rule 

Scope follows quality expectation. 

Quality expectation must be established first. 

5. Negotiation Positioning 

Position estimate as compliance, not expansion. 

Language Framework 

Instead of: 

We believe replacement is necessary. 

Use: 

Restoration must return property to documented pre-loss condition consistent with observed finish level. 

Carrier argument shifts from cost → obligation. 

Adjuster Psychology Effect 

Adjuster must now argue: 

property was lower quality than evidence shows. 

Most avoid this position. 

6. Supplement Reinforcement 

When hidden damage discovered: 

Tie supplements back to pre-loss condition. 

Example: 

Pre-loss condition becomes recurring justification engine. 

Documentation Package (PLCB File) 

Each claim should contain: 

This travels with claim throughout lifecycle. 

AI Prompts for PLCB Usage 

Pre-Loss Quality Analysis 

Analyze these property photos and identify indicators of construction quality and finish level prior to loss. 

Market Expectation Prompt 

Based on property location and style, what restoration standard would reasonably be expected? 

Scope Justification Builder 

Explain why partial repair would fail to restore the property to its documented pre-loss condition. 

Carrier Defense Prompt 

Provide professional justification defending restoration scope based on pre-loss condition evidence. 

Operational Timing 

Claim Stage PLCB Action 
Intake collect intelligence 
Estimate Draft establish quality tier 
Pre-Submission anchor scope 
Negotiation reinforce obligation 
Supplement reuse justification 

KPI Impact 

Organizations implementing PLCB typically see: 

Cultural Doctrine 

Damage defines the problem. 
Pre-loss condition defines the value. 

We restore what existed — not what is cheapest. 

Master Estimator Principle 

The strongest estimate is not the biggest. 

It is the one anchored to reality before negotiation begins. 


Justification Language Library (JLL System) 

(Institutional Knowledge & Settlement Acceleration Doctrine) 

Purpose 

The Justification Language Library (JLL) exists to standardize, preserve, and deploy proven claim justification language that consistently results in faster approvals, higher settlements, and fewer negotiation cycles. 

Every successful argument becomes reusable company intelligence. 

Claims Managers should never reinvent explanations already proven effective. 

Core Principle 

Approval speed is directly tied to clarity of justification. 

Adjusters approve work when: 

The JLL system ensures every submission sounds like it came from a senior expert. 

Why This Matters 

Without a language system: 

With JLL: 

Fundamental Doctrine 

We are not arguing for more money. 

We are explaining why proper restoration requires specific work. 

Language must frame scope as: 

JLL System Structure 

The system consists of six operational layers: 

  1. Language Capture 
  2. Categorization 
  3. Validation 
  4. Deployment 
  5. AI Integration 
  6. Continuous Improvement Loop 

1. Language Capture 

Whenever a claim succeeds due to explanation quality, capture the exact wording used. 

Sources include: 

Capture Rule 

If wording helped approval → save it. 

No exceptions. 

Capture Template 

2. Categorization 

Language organized by restoration scenario. 

Core Categories 

Continuous Replacement 

Detach & Reset 

Access & Protection 

O&P Justification 

Code Compliance 

Hidden Damage 

Matching Requirements 

Labor Reality 

3. Validation 

Language added only after proven effectiveness. 

Validation criteria: 

Language becomes “Certified Justification.” 

Certification Levels 

Level 1 — Tested 
Worked once. 

Level 2 — Proven 
Worked multiple times. 

Level 3 — Institutional Standard 
Consistently approved across carriers. 

4. Deployment 

CMs pull language before submission. 

Workflow: 

Estimate complete → identify dispute risk → insert justification. 

Language is adapted, not rewritten. 

Example Deployment 

Instead of writing: 

Flooring must be replaced. 

Use certified language: 

Due to continuous installation and inability to achieve uniform appearance through partial repair, replacement across the affected continuous area is required to restore pre-loss condition. 

Approval probability increases immediately. 

5. AI Integration 

AI becomes retrieval engine. 

Retrieval Prompt 

Pull strongest approved justification language for continuous flooring replacement involving matching issues. 

AI returns certified wording. 

Enhancement Prompt 

Rewrite this justification using professional adjuster-facing tone consistent with approved language patterns. 

Objection Response Prompt 

Generate response using certified justification language addressing carrier denial. 

AI ensures consistency without memorization. 

6. Continuous Improvement Loop 

Every closed claim updates the library. 

Cycle: 

Claim → Success → Capture → Validate → Deploy → Improve. 

Knowledge compounds indefinitely. 

Psychological Advantage 

Adjusters encounter familiar reasoning patterns. 

Familiar language feels safer to approve. 

Approval becomes administrative rather than adversarial. 

Language Design Rules 

All justification must be: 

Never: 

Core Language Framework 

Every justification should follow: 

Condition → Construction Reality → Restoration Requirement → Conclusion 

Example: 

Observed condition requires disturbance of adjacent materials → disturbance prevents isolated repair → restoration requires continuous replacement → scope expanded accordingly. 

Claims Manager Workflow Integration 

Stage JLL Use 
Estimate Draft anticipate disputes 
Pre-Submission insert justification 
Negotiation respond to objections 
Supplement reinforce scope 
Escalation strengthen position 

KPI Impact 

Organizations implementing structured language systems typically achieve: 

Cultural Doctrine 

Skill should not disappear when people leave. 

Knowledge belongs to the system. 

Master Estimator Principle 

The best estimator is not the best writer. 

The best estimator uses the best language already proven to work. 

Final Rule 

If you explained something successfully once, 
you should never have to explain it from scratch again.