CRM E-list

CRM E-list

Overview:

This article shows you how to check if a claim is ready to be supplemented. It covers what documents are needed, how to use the CRM E-list, and when to follow up with the client. Doing this review helps make sure nothing’s missing before we send it to the estimators.

What You Need:

  1. Scope/Estimate from Insurance
  2. Measurement Report (Note: For some clients, CSP is responsible for ordering the MR.)
  3. Photos of the Property
  4. Work Order or Client Notes found in Desk (if applicable)

Contents:

I. What is CRM E-list
II. How to answer CRM E-list
III. CRM E-list

I. What is CRM E-list

The E-list, short for Estimator’s List, is a guide created for the estimator. It outlines what items need to be supplemented and includes important notes, observations, or any special instructions from the RF.

Think of it as a checklist and communication tool—it helps the estimator understand what to look out for, what to add, and what to prioritize when writing the supplement.

II. How to answer CRM E-list

A few notes for each E-list item:


  • If you answer YES to all the questions (or yes and some N/A), then it is ready to send to estimating. In addition to sending a task to Vicki to create the supplemental estimate when you complete the E list, please also move the stage at the top of the CRM deal to ESTIMATING.


  • If you answer NO to any of the questions, then it is not ready to send to estimating. If you are not the deal owner of the claim but are only helping out as an admin and answered NO to any of the questions, please task the deal owner to review for them to reach out to the client for directive or for any additional information needed (e.g, MR, supporting photos, additional info).


  • For 1.2, 1.3, 1.4, and 3.2: NDW (Not Doing Work). For these sections (roof, siding, or interior work), check the client’s Work Order (if available) or the client’s notes in Zoho Desk. If the Work Order clearly states that the client is not doing one or more of these scopes, you may answer NDW (Not Doing Work) for that item. This ensures we don’t push for supplements on scopes the client has opted not to complete.


1.1 Correct SOL is present?

To confirm that the correct Scope of Loss (SOL) is in the file, cross-check the information with what is listed in the client’s CRM record or email. If the details match (e.g., insured name, address, date of loss), then you can confirm that the correct SOL is present.

If the correct SOL is not available, task the Deal Owner to:
  • Contact the client to request a copy, or
  • If the client does not have it, request that we reach out to the insurance carrier for the correct version.

1.2 Doing roof: Is the full roof approved?

To answer this question on the E-list, follow the steps below:
              Step 1: Check the Insurance Scope (SOL)

  • Look at the scope to confirm if the roof is included in the estimate.

  • If the roof is not included, select N/A.

  • If the roof is included, continue to Step 2.

Step 2: Compare the Measurement Report (MR) and the Scope

  • Review both the Measurement Report (MR) and the insurance scope.

  • Because of rounding differences between tools, it's normal for the numbers to be slightly off. If the difference between the MR and scope is within ~3 SQ, consider it a match (i.e., full approval).

  • If insurance only approved part of the roof, for example:

    • Full roof = 23.05 SQ, but insurance only approved to tear off & replace less than that — then the answer is NO.

    • In that case, task the deal owner to review and reach out to the client for direction.

Step 3: Reference the Work Order (if available)

  • Before finalizing your answer, check the Work Order to confirm what areas the client plans to do (e.g., main dwelling, shed, detached garage, etc.).

  • If the client is not doing the roof, mark the question as NDW (Not Doing Work).

  • Important: If the WO states the client is doing both the main dwelling and garage — but only one is fully approved in the SOL — then it is considered NOT full roof approval.

    • This applies vice versa as well (garage approved, but main dwelling is not).

  • For Raving Fans, where there is no WO, use client notes in Zoho Desk to determine planned work and apply the same rule.

Additional Notes:

  • Compare the total SQ amount listed at the top of the scope (if available) to the roofing line items.

  • If the scope doesn’t show total SQ at the top, use the MR to confirm full coverage.

  • It’s common to see small measurement differences between the SOL and MR because they may have used different tools or methods. As long as the numbers are within 3 SQ, it can be treated as full coverage.

Special Check: Flat Roofs

  • Look out for flat roof sections—these usually have a roof pitch of 2 or lower.

Final Step: Client Direction

  • If full coverage is not confirmed, discuss with the client whether:

    • We will supplement for the missing scope, or

    • Proceed with what's already approved

1.3 Doing siding: Are all 4 elevations approved?

Step 1: Check the Work Order
  • If a Work Order is available, confirm whether the client is doing the siding.
  • If the client is not doing siding, mark this item as NDW (Not Doing Work).
  • If the client is doing siding, continue to Step 2.

Step 2: Confirm Siding Approval
  • We consider siding to be included in the Scope of Loss (SOL) if the word “siding” appears in any of the line items.
    • Xactimate examples:
         
    • Symbility example:

                              

  1. The sample below is not counted as siding in the SOL because this line item is for labor only:
                                    
  • Review the SOL to determine if all 4 elevations are approved.
  • If siding is not fully approved, proceed to Step 3.

Step 3: Provide Next Steps for the Estimator
  • If only partial siding is approved, please clarify in your notes whether:

    • We are supplementing for full siding, or
    • We are supplementing for only what is currently approved

  • This directive ensures the estimator knows how to proceed.

Step 4: Measurement Check (if needed)
  • If the SOL does not show the measurement breakdown, refer to the Measurement Report (MR).

  • Add the measurements for all elevations from the MR and compare them to the totals found in the SOL.
  • Be aware of minor rounding differences between the MR and SOL.

1.4 Doing Interior (not attic): In SOL? Are photos/room dimensions present?

Step 1: Check the Work Order
  • Review the client’s Work Order (if available) to determine if the interior is part of the planned work.
  • If the client is not doing interior work, mark this item as NDW (Not Doing Work).
  • If the client is doing interior work, proceed to Step 2.

Step 2: Confirm Interior Coverage in the SOL
  • Check the Scope of Loss (SOL) to see if interior repairs are included.
  • If the interior is approved in the SOL, move on to Step 3.

Step 3: Check for Supporting Photos & Room Dimensions
  • Confirm that we have photos of the interior and room measurements.
  • These are required to support any potential supplements for interior work.

Step 4: Missing Information
  • If supporting photos or room dimensions are missing, please notify the deal owner or AM so they can reach out to the client and request the necessary documentation.

2.1 Correct measurement report (roof and/or siding) is present?

We want to ensure that the correct Measurement Report (MR) is attached so the estimator has accurate measurements when preparing the supplemental estimate.
  • Cross-reference the address on the MR with the one on the Scope of Loss (SOL) and/or client documents to confirm it matches.

  • Verifying the correct MR helps avoid errors and ensures that the supplement is based on the right property details.

3.1 Correct photos are present?

We want to ensure that the correct photos are available to support the supplemental items being requested by the AM and estimator.
  • Check for photos showing the property address and overview shots of the structure.
  • Confirm that these photos match the information in the file, including the Measurement Report (MR) and Scope of Loss (SOL).
Having accurate and relevant photos helps support the supplement and reduces the chance of pushback from the insurance carrier.

3.2 Skylights (if any photos) look undamaged?

If skylights are present, review the available photos to determine their condition.

  • Ensure there are clear photos of the skylights, including close-up and overview shots, if available. 

  • Check that the photos show the correct property by verifying the address and general property features.

  • The goal is to confirm whether the skylights appear undamaged. This helps the estimator and AM decide if the skylights should be included in the supplement or marked as unaffected.

Use the guide below to determine how to answer item 3.2 on the E-list.

YES

  • Skylights are present in photos

  • No visible signs of damage

  • Clear overview and close-up photos support that the skylights are intact

NO

  • Skylights show visible damage (cracks, dents, leaks, etc.)

  • Any concerns that may require the estimator's attention or supplementation

N/A

  • The property does not have skylights

  • Skylights are not mentioned in the scope, work order, or photos

NDW

  • Check the client’s Work Order (if available) or the client’s notes in Zoho Desk. 

  • If it clearly states that the client is not doing skylights, you may answer NDW (Not Doing Work)

​
4.1 (GGR, Phoenix, and Proliance) Work order included?

​Check to ensure the Work Order (WO) is on file. This document outlines the scope of work the contractor intends to complete for the homeowner and is typically signed by the homeowner, confirming agreement with the contractor’s plan and specifications.

Having the Work Order on file is essential because:

  • It confirms the homeowner is on board with the work.

  • It ensures we’re not supplementing a file before the homeowner has officially committed.

If the Work Order is missing, request it from the client. Do not move forward with supplementation until a signed contract or WO is received.

Reminder: This step only applies to GGR, Phoenix, and Proliance. For other clients, this is not a required document unless specified.

III. CRM E-list Template

CRM E-list

1.1 Correct SOL is present?
1.2 Doing roof: Is the full roof approved?
1.3 Doing siding: Are all 4 elevations approved?
1.4 Doing Interior (not attic): In SOL? Are photos/room dimensions present?
2.1 Correct measurement report (roof and/or siding) is present?
3.1 Correct photos are present?
3.2 Skylights (if any photos) look undamaged?
4.1 (GGR, Phoenix, and Proliance) Work order included?

NOTE: Please include this in CRM E-List when the Deal Owner is Vannesa:

NOTES TO THE ESTIMATOR:
-do not included fluff items
-keep felt at 15lbs
-do not include roofer hours for D&R of soffit/fascia on roof.
-If siding is approved, please keep thickness to INS approval.

If you have any comments, feedback or questions, please let us know—we greatly appreciate your input: GOOGLE FORM


    • Related Articles

    • 20240901 - CRM E-List

      CRM E-LIST Please create a CRM E-List for all claims that you enter. If the answer is No to any of the checklist items, please write a CRM Note explaining how to proceed. For 1.2, 1.3, and 1.4: NDW = Not Doing Work 1.1 Correct SOL is present?  1.2 ...

    • Using “Top Items to Pursue” field in CRM for Negotiations

      Purpose To ensure Account Managers (AMs) and Junior Relationship Managers (JrRMs) are fully prepared for negotiations by tracking, prioritizing, and organizing the highest-value items in CRM. This process helps: Identify where the gap between our ...

    • Senior AMs' Preferred Approach to Handling Admin Tasks for Their Claims

      Latest update: 09/19/2025 Overview: This article is designed to help admins know how Senior AMs would like the admin tasks on their be handled. What you need: Admin tasks assigned to Admin Tasks Pool by Sr. AMs Contents: I. Who are the Senior Account ...

    • 20240723 - Handling ACV-Only Claims for GGR

      As part of the Deal Creation process, the Admin/AM should check to see if it's an ACV-only policy. *One way to tell is if there are <carrots> (rather than parentheses) around the depreciation amounts. If no carrots: Please proceed as usual with the ...

    • AM Manual

      The below link is for the AM Manual https://drive.google.com/drive/folders/1xDcMJuzExYvPz8i6QxFj_eL0XQJTi_2C?usp=sharing Table of Contents for AM Manual Over view of Platforms https://docs.google.com/document/d/1RjDCtaTJr8T_IitswHWVfRjjRH0nZoJ2/edit ...