Client Onboarding in Restoration: Setting Clear Roles for Contractors, Carriers, and Policyholders

Let’s talk onboarding.

Specifically Client Onboarding for restoration businesses.

Around 2016 I connected with a few industry peers who, like me, weren’t afraid to challenge convention. We started a conversation that evolved into Restoration 2.0… or as some know it on Facebook; the Restoration Rebels.

The name may have been misguided, or misunderstood. I wasn’t supposed to be a rebellion. It still is, and was a mindset shift.

It was specifically rooted in a strong desire to speak for and to help the contractors who were tired of playing by outdated rules.

This industry has changed. We saw it coming in 2016.

Insurance carriers have adapted their processes, and contractors have felt the squeeze—more documentation, less direct collaboration, metrics that prioritize claims ratios over quality.

The result?

Frustration, fragmentation, and a drop in overall standards.

But here’s the reality: progress doesn’t come from blaming one side. It comes from clarity, professionalism, and refusing to compromise your principles—no matter who’s in the room.

Restoration 2.0 isn’t anti-carrier. It’s pro-excellence. It’s about raising the bar for everyone involved: contractors, carriers, and most importantly, clients. We’re not here to fight the system; we’re here to build better systems. Systems that work for all parties because they’re based on transparency, accountability, and mutual respect.

Client onboarding is the foundation. It’s not a buzzword. It’s the process of setting expectations, defining roles, and ensuring that every project starts with alignment. When onboarding is done right, everyone wins: the client knows what to expect, the contractor gets paid for the value delivered, and the carrier has clear documentation and a smoother claims process.

Most businesses onboard clients, whether they realize it or not. The difference is whether you do it by accident or by design.

There are two ways to approach this.

The old way—reactive, vague, hoping the carrier will sort it out.

Or the Restoration 2.0 way—proactive, transparent, and professional.

This is where understanding roles is critical:

• The client is responsible for knowing their policy and advocating for their own coverage.
• The contractor’s duty is to perform the work to OSHA standards, IICRC & RIA standards, industry best practices, and ethical guidelines established by experienced leaders.
• The carrier’s responsibility is to fulfill the terms of their policy with their policyholder—nothing more, nothing less. The contractor didn’t sign the insurance policy. The carrier didn’t sign the contractor’s work authorization. Each party has a job to do. When everyone stays in their lane and owns their role, projects run smoother, disputes are minimized, and outcomes improve for all sides.

You outline every step, document every agreement, and communicate clearly about cost, scope, and payment terms. You empower clients to participate in the process, not just wait for checks to arrive.

Objections will come.

That’s business.

Your job is to anticipate them, provide options, and keep the project moving forward—whether that means helping the client find financing or simply explaining the value of your work.

We’re not here to vilify insurance companies.

We understand their role.

But we refuse to let contractors be defined by someone else’s agenda.

If you want to build a business that lasts, get paid what you’re worth, and deliver real value—start with proper onboarding.

Restoration 2.0 is a call to raise standards, not burn bridges. The results speak for themselves. Hundreds of companies have transformed by embracing this mindset. The next move is yours.

In 2025, we’ve sold and taught this approach in multiple formats to hundreds of professionals, helping them achieve real, measurable results: better client reviews, more autonomous and empowered staff, leaner operations, improved efficiency, and stronger profit and cash flow. When proper client onboarding and consistent follow-up are implemented, accounts receivable shrink and businesses thrive.

Ready to see these results in your own company?

Learn more and join the movement with our Client Onboarding Course:

https://www.restorationadvisers.com/client-onboarding-course ↗