Handling a Disputed Repair Estimate
Help a policyholder raise a supplement question with the adjuster without evaluating the estimate or directing repair choices.
When a policyholder says an estimate is too low, they may be asking the liaison to judge a repair they cannot afford. The liaison should not assess fairness or recommend a shop. Instead, explain that adjusters review estimates and supplements, then help the policyholder and shop use the approved communication route.
Say: “I understand why you do not want to authorize work with an unanswered question. I cannot evaluate the estimate or decide which repair option applies. If your shop has a supplement estimate, I can help make sure the adjuster receives the request and can explain the next review step.”
If the policyholder asks whether they must use a particular shop, avoid a general answer from memory. Record the shop’s contact information, whether a supplement exists, and the fact that the adjuster has not yet been contacted. The liaison’s notes should remain factual; labels such as “unreasonable estimate” add an opinion that does not help review.
Practice with a repair shop that has a new supplement and a customer who wants a verdict. Ask the trainee to turn the conversation into a handoff with three parts: original estimate question, supplement source, and requested claims contact. Review the recording for hidden recommendations. The best result is an orderly conversation between the people authorized to review the estimate, with the policyholder knowing what information has been passed along.
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