Day 0 — Onboarding (Supervisor)
- Welcome email with expectations
- Portal access and training
- Timeline overview
Day 1 — Estimate Phase
- Confirmation work has begun
- Request missing documentation
- Estimate completion notification
Day 3–21 — Negotiation Phase
- Update every 2 days minimum
- Immediate Monday update for major developments
- Transparent about challenges
- Clear next steps always provided
Proactive Triggers
Communicate immediately when: estimate completed, submitted, adjuster responds, negotiation milestone, escalation initiated, settlement reached.
Client asking "what's happening?" = communication failure.