The leak is fixed, the job isn't
A home emergency network sends you a job: water through the kitchen ceiling. Your plumber finds a failed compression joint under the bath, fixes it, and moves on. The network wants photos before and after, the cause, a moisture reading, the claim reference on every document, and the invoice uploaded to their portal within their deadline. The photos are on his phone. He didn't take the 'before' one.
The invoice is queried, and payment waits.
Across the month, the office spends hours matching photos to jobs, rewriting cause descriptions, and uploading invoices one by one to different portals.
Meanwhile, the plumber has been to four more leaks for three different networks, each with slightly different rules he is expected to remember.
Why insurer work is admin-heavy
Each insurer, network or loss adjuster has its own rules. What they need in the report, which photos, what they will and won't pay for without approval, where the invoice goes. Your plumbers do the same repair for all of them, but the paperwork differs, and nobody on site can remember which rule belongs to which network.
| Network requirement | Common failure |
|---|---|
| Claim reference on everything | Missing from invoice |
| Before and after photos | Before photo not taken |
| Cause of damage | Vague description |
| Authority for extra work | Done without approval |
| Invoice route and deadline | Missed |
The rules also change. Networks update their requirements, add new photo types or change their invoice portal, and tell contractors by email. If that email goes to one person who is on holiday, your plumbers keep following the old rules until invoices start bouncing.
Where the margin goes
Insurance work pays on fixed rates or agreed schedules, so rejected or queried invoices hurt. Chasing payment takes office time. Doing unauthorised extra work means doing it free. And networks rank their contractors, so poor paperwork affects how much work you're sent.
Slow paperwork also affects allocation. Many networks track how quickly contractors close jobs and submit reports, and those measures influence who gets the next job in the area.
The insurer workflow we build
- Instruction intake: job instructions from each network's emails or portal notifications are read into your job system with the claim reference, policyholder and authority limit.
- Network rules: each network's requirements are set up once: which photos, which fields, what needs authority.
- Guided report: the plumber's phone asks for exactly that network's photos and details in order, starting with the 'before' photo on arrival.
- Authority check: if the work goes beyond the authority limit, the phone prompts an authority request before continuing.
- Report and invoice: a report in the network's format and an invoice with the claim reference are produced, and uploaded or emailed as each network requires.
- Payment tracking: payments are matched to jobs and queries are listed for the office.
We set up the networks you work with most first. Each network's rules are written in a simple list your office can update when the network changes something, without waiting for us.
Paperwork that matches the network
Plumbers follow one prompt on their phone instead of remembering rules. Reports go in complete and on time. Invoices stop bouncing. And the networks see a contractor who's easy to work with.
It also makes it easier to take on a new network. Setting up its rules once means your plumbers follow them from their first job, rather than learning each network's quirks by trial and error.
Is your insurance work like this?
- Each network wants different photos and reports.
- Invoices are queried for missing references or photos.
- Extra work is done without the network's authority.
- Photos are sorted from plumbers' phones after the job.
- Payments from networks are slow to reconcile.