The Restoration Industry Is Changing and Here’s Why That’s Good News

Train your reps, equip your techs, and invest in systems. With a self-pay system, your team must be fired up to win the job immediately, not just take the scope and hope.

Everywhere I look, restoration is shifting. Deductibles are rising. Carriers are tightening requirements. TPAs are getting tough as a result of the carrier's demands.  Homeowners are getting stuck waiting for approvals and calling local companies directly instead.

We’re moving toward a self-pay world and that’s not bad news. It’s an opportunity.

Because in this new world, speed and service win.
Not who you know in the claims department. Not how fast your paperwork clears. It’s who can show up, build trust, and start work immediately.

That’s the new game. And the ones who adapt will own it.

What’s Changing

For years, a lot of companies built their businesses around insurance-driven work. Claims rolled in. Adjusters called. Jobs flowed.

I’m not saying this isn’t still happening . . . it’s just different.

But today, homeowners are choosing bigger deductibles to save money on homeowner's insurance premiums. They’re frustrated with delays.  Assignment to preferred vendors for water damage claims and even smoke and fire related losses are routinely taking days and contact from adjusters is often a week or more. People who have experienced some type of water or fire damage in their home want fast solutions and clear communication. They’re calling the company that sounds most confident, not necessarily the one their carrier recommends.

That means you can’t rely on being “on the list.” You need to earn every job through your people, your process, and your presence in the field.

The New Owner Mindset

Here’s the shift:

You can’t sit back and hope your phone keeps ringing.

If you want consistent growth, you need an outside sales presence and a field team that can sell in the home.

That doesn’t mean being pushy or “salesy.” It means having people who are trained to educate homeowners, build confidence, and handle objections when they arise.

Instead of walking away with a scope sheet and an estimate request, your team needs to be equipped, and fired up, to win the job on the spot.

Hesitation and delays add up to lost jobs.

The New Sales Rep Mindset

This shift isn’t just for owners. Reps need to think differently too. The old model of dropping off donuts and hoping for a call is old-school.  I train reps to be the best in their market - to separate themselves from the “donut-droppers”.

Today’s best restoration reps look more like trusted advisors. They understand their market. They stay consistent. They follow up.  They help their referral partners look like Heros!

Why This Excites Me

Honestly, this evolution is long overdue. It levels the playing field for great companies.

If you provide excellent service, communicate well, and empower your team to take ownership in the field, you can win regardless of your size or the TPA programs you’re part of.

You don’t have to wait for permission from an adjuster to help someone in need.  

So Here’s My Challenge . . .

Get ahead of this shift.
Train your reps.
Equip your techs.
Invest in your systems.
And build a company that thrives in this new environment.

Because when you do, you’ll look back and realize the self-pay world wasn’t something to fear — it was the best thing that ever happened to your business.