HIGHLIGHTING (HLX) and HANDLING REVISED ESTIMATE

HIGHLIGHTING (HLX) and HANDLING REVISED ESTIMATE

Latest update: 10/24/2025 (please check yellow highlights for the latest update)

Overview: This article provides an overview of the process for handling revised estimates and a step by step process required for reviewing, highlighting, and documenting estimates from insurance companies.

What you need:

  • Estimate (we sent to INS)

  • Revised estimate (from INS)

  • Info10 email for Thank you email

    • INS/ADJ email address

  • AM input sheet

  • 1 - Work drive (access using info10)


Contents:

  1. Types of RE

  2. Important Notes

  • Estimate Denial Management

  • Estimate Approval Process

  • Review is Done and Revised Estimate is Ready

  1. Highlighting  ***proceed to this part for step by step process of HLX task

  2. How to highlight an estimate

  3. Email Drafts

  4. Final Checklist of Steps

I. Types of RE


1. Symbility - Pekin, Cincinnati, Liberty Mutual/Safeco, Shelter Insurance, Openly, Erie Insurance, American Modern, Chubb



2. Xactimates - other insurances


II. Important Notes

A. Estimate Approval Process: Please check the video at this LINK. (Timestamp 2:40 -  13:55)

1. When Estimate is Approved
  1. No revised estimate (RE) because our estimate is approved.
2. Action Points:
  1. CRM update: copy and paste in the CRM note the email of INS or voicemail, that mentions that they approved our estimate.
  2. Confirmation: get a written confirmation of the RCV. Once received, add it in the CRM note as well.
  3. Numbers update: update the numbers in CRM and AM input sheet.
  4. GGR Upload: If applicable, upload the confirmation to the CC (Contractor’s Cloud) and create a CRM note confirming the upload.
  5. Task AM Notification: Inform the Account Manager (AM) that the estimate was approved.
  6. Example of VM approval and CRM notes:

  1. Example of RCV approval email:


B. Estimate Denial Management: Please check the video at this LINK. (Timestamp 19:50 - 24:30)

1. When an Estimate is Denied
  1. Initial Denial Notification: SF (or the insurance company) usually sends a denial letter if the estimate is denied.
  2. Request for Denial Letter: If a denial letter is not immediately received, contact the insurance company or adjuster (ADJ) to request it.
2. Action Points:
  1. File Name Update: Once the denial letter is received, update the file name with the date.
  2. CRM Update: Create a CRM note indicating the denial and attach the PDF of the denial letter.
  3. Upload to "FROM INS" Folder: Ensure that the denial letter is uploaded to the appropriate subfolder in the deal’s "FROM INS" folder.
  4. GGR Upload: If applicable, upload the denial letter to the CC (Contractor’s Cloud) and create a CRM note confirming the upload.
  5. Task AM Notification: Inform the Account Manager (AM) that the estimate was denied.
C. Review is Done and Revised Estimate is Ready: Please check the video at this LINK. (Timestamp 24:55 - 32:26 )

1. Action Points:
  1. Request for Estimate Copy: If the adjuster (ADJ) advises that the review of the supplemental estimate is done and that there is a Revised Estimate ready, ask the adjuster to send the copy of the revised estimate via email.
  2. Estimate Handling: Once received, download the estimate and proceed with the next steps - Highlighting.
III. Highlighting (Step by Step Process)

1. When RE is received, send a thank you email using the draft below (V. Email Drafts).
Please check the video at this LINK. (Timestamp 1:04:30 - 1:08:32)
  1. FOR DEAL OWNERS: Please send the Thank you email, right after we got the RE.
  2. NOTE: Edit the draft accordingly; if the INS/ADJ already sent payment info with the RE, then there is no need to include the asking for payment info part on the email.
  3. When sending the Thank you email, make sure to BCC: support@claimsupplementpro.zohodesk.com
  4. Create another CRM note: “(date) - THANK YOU EMAIL SENT” (tick share customer).
  5. Sarah have a different template for THANK YOU EMAIL - see draft below (V. Email Drafts).
    1. For Sarah's deals, don't send the Thank you Email, just add the draft in the CRM note (don't share to customer).
    2. Sarah will send the thank you email herself, after reviewing.
  6. No need to send a Thank you email if advised by the Deal Owner.
2. After receiving the RE from INS, we need to download the files they sent.
Please check the video at this LINK. (Timestamp 29:55 - 32:15)
  1. Check Desk for the ticket with RE / check email with RE.
  2. Merge new desk tickets to the parent ticket
    1. Parent ticket is the one with the Deal Name:

  1. Make sure to close your tickets within 24 hours (if you are the Deal Owner)
3. Create a CRM note “RE From INS (date)” then copy & paste the email body + the PDF files they sent (tick share to customer).
Please check the video at this LINK. (Timestamp 27:55 -  29:00)
  1. Make sure to rename the files - add the date it was received in the beginning of the file name
    1. Example: this document was received on 01/17/2025


4. Change the Stage to “Received from INS”.
Please check the video at this LINK. (Timestamp 8:00 - 8:20)

5. FOR GGR CLAIMS: Upload the documents received to Contractors Cloud under estimates/proposals folder.
Please check the video at this LINK. (Timestamp 30:20 - 36:00)
Make sure that the files are already renamed.

6. FOR OTHER RFs: Create a CRM note and use the draft below (V. Email Drafts) to send RE to RF and attach insurance RE (DO/AM will copy that to RF's portal)
Title: Draft that you could send to the Client re: revised estimate (DO NOT share to customer).
Please check the video at this LINK. (Timestamp 1:10:00 - 1:15:40)
  1. NOTE: Edit the draft accordingly; fill up the parts that need filling up.
  2. No need to create a CRM note draft if advised by the Deal Owner.
7. Upload the files received to GD in the “From INS” sub-folder.
Please check the video at this LINK. (Timestamp 29:30 -  30:10)
  1. Make sure that the files are already renamed
  2. Use info10 email when uploading to GD.
8. Update the numbers in the CRM and AM input sheet.
Please check the video at this LINK. (Timestamp 56:30 - 1:00:30)
  1. Update the following:
    1. Approved RCV
    2. Estimate
9. Create a CRM note Title: “(date) - SYSTEM UPDATED”
  1. For GGR claims: Uploaded a copy of the revised estimate to CC under estimates/proposals folder. Uploaded copy files to GD. Updated numbers in CRM and AM Input Sheet
  2. For Non GGR: Uploaded copy files to GD. Updated numbers in CRM and AM Input Sheet

10. Do the highlighting of the Estimate - Check IV. How to Highlight an Estimate for a Guide.
  1. Download the Estimate (we’ve sent to INS from the “To INS” sub-folder in GD).
  2. Cross check it (estimate) with the Revised Estimate from INS.
  3. For line items that we did not supplement but is approved by the INS:
    1. add text to our estimate below the category of the line items and change the font color to red: ITEM NOT IN ESTIMATE: Please review

  1. After Highlighting, rename the file by adding “HL” in the beginning of the title, save it, then upload it to GD in the “To INS” sub-folder.

11. After highlighting the document, create another CRM note Title: “(date) - REVISED ESTIMATE HIGHLIGHTED”
Please check the video at this LINK. (Timestamp 1:00:30 - 1:02:00)
  1. Attach the RE and the Highlighted document.
  2. DO NOT share to customer
  3. If there are ITEM NOT IN ESTIMATE: Please review  - Add a note listing the item(s) not in our supplement and a reminder to review them.


12. For Sarah’s deals - list down the unwarranted line items in the CRM note.
  1. DO NOT share to customer


13. Double check everything. :)

14. Close the HLX task, and create a new task for the Deal Owner: Please Review HL supp and RE in GD. Thank you
Please check the video at this LINK. (Timestamp 1:08:40 - 1:09:40)
  1. Task this on the next business day
  2. For Deal Owners: whenever you encounter a situation where there are line  "ITEM NOT IN ESTIMATE: Please review", please make sure to double check these items and confirm if these are "legit" not something we supplemented.
    1. If so,  Adjust the Original RCV to reflect the most accurate base figure.
      1. Example:
      2. Original RCV is $10,000
      3.  Non-supplemented item is $1,000
      4.  Update Original RCV to $11,000.
      5. Keep Approved RCV = $15,000, showing a $4,000 increase.
    2. Reason: Prevents exaggeration, ensures accuracy, and reduces recalculations for billing and commissions.
    3. For Admins/AMs completing the highlight on behalf of someone else: please update the numbers as usual.
    4. Deal Owner: please review all items and update the Original RCV before closing, if necessary.
IV. How to Highlight an Estimate

Please check the video at this LINK. (Timestamp 36:00 - 1:10:00)
1. Download our estimate from “To INS” which will be the file that we're going to highlight.
  1. To check if we have the correct SOL, we can check the CRM note if the date we sent the package is near the date stated in the name of SOL.
  2. NOTE: Bold line items in our estimate is what we added/supplemented in the claim.
  3. Open both files in MS Edge and place them side by side (L: RE from INS | R: our estimate).
2. Check the RE that we received from INS before proceeding with HL: Date RE was issued, matching HO info, Pricelist.
  1. FOR SF: check for PWARR and if it has an amount. IF no amount is showing we can still highlight (since PWARR are automatically fully approved) but we cannot update the number since we need the amount.
  2. HL COLORS:
    1. Green (approved) = highlight all approved then just erase it once done with the whole document.
    2. Yellow (different/not in RE) = always add comment and specify the difference (if there is a difference in the description, check UNIT PRICE).
    3. RED = line item that has “REVISED” to avoid confusion then just erase it once done with the whole document.
  3. ALWAYS check if both documents have the same Month & Year PL, highlight if not.
    1. If the code on the PL is not matching but the month and year is, no need to HL. What we focus on is the month and year.
  4. If we requested D&R and INS approved R&R, we will tag it as approve (green)
    1. If we requested R&R and INS only approved D&R, we will highlight the R&R in yellow and add a note that INS only approved D&R.
    2. If we requested R&R and INS did not include R&R in the line item, we highlight 1st R.
  5. If insurance provided us with better coverage, we highlight it as green.
    1. An example is we requested Laminated - comp. shingles rfg. - w/o felt (12.33 SQ)

    2. Insurance gave us Laminated - comp. shingles rfg - w/ felt (12.00 SQ)
    3. Based on this example, even though “w/ felt” is only 12.00 SQ the INS gave us more since the unit price is higher.
      1. we can calculate the coverage by comparing it to the INS RE line item’s RCV:
      2. FOR OUR ESTIMATE: RCV - O&P
      3. If the line item’s RCV in the INS RE is higher then it’s approved (green).
  6. Partially approved line items need a comment/note per highlight.
    1. Not approved line items do not need any comment/note per highlight.
  7. We can highlight the whole Category if INS did not approve any of the line items to save time.
  8. If the INS did not approve a line item, we highlight the number and description in yellow.

  9. Overhead & Profit (GC O&P) is hit or miss which generally relies on the complexity of the work. Complex work has higher chances of O&P approval.
    1. If INS approved GC O&P partially (not the specific amount that we asked for) it is considered approved, green
    2. If no GC O&P in the INS estimate, highlight the “Overhead” and “Profit” (in our estimate) in yellow since it was not approved.
  10. Count the yellows to make sure it matches
  11. For line items that we did not supplement but is approved by the INS:
    1. add text to our estimate below the category of the line items and change the font color to red: ITEM NOT IN ESTIMATE: Please review


3. For DRAFT SOL > call insurance before highlighting and get the final RE.
4. For strikethrough line items (PWIR), highlight green as it is already fully approved.
  1. All items that are highlighted in green will be erased after highlighting all the items. Only the ones in yellow (unwarranted and partially warranted) should be left.
5. Remove all highlights in the insurance RE + add the date we received the RE in the document name (e.g. 20240313 - abcdefg)
  1. Get the total RCV of insurance RE
    1. double check for PWARR items for SF
    2. Check “Coverage” part of the SOL
  2. Update “Approved RCV” in the CRM deal (use formula for multiple RCV/PWARR)
6. Remove Green/other color highlights in our estimate (yellow highlights should only be the remaining HL color in the file) + Save document then add “HL - “ in the document name (e.g. HL - asdfghjkl)
  1. Get the total RCV of our estimate
  2. Update “Estimate” in the CRM deal
7. Create a CRM Note and attach our HL estimate and dated insurance RE.
V. Email Drafts

GGR THANK YOU EMAIL:

Hi [adjuster’s name],


First, I sincerely appreciate your assistance on this claim and all your work on the revised estimate – thank you so much.


We will review the estimate shortly and will be sure to reach out if we have any concerns or questions.


In the meantime, we are looking for specific information related to recent payments. Could you kindly provide the following details in writing:

  1. Has any new payment been issued?

  2. If yes, was it sent via check?

  3. If sent by check, please include:

  • The date the check was issued.

  • The exact amount on the check.

  • To whom the check was issued.

  • The payee mentioned on the check.

‌

We appreciate your prompt response in written form for bookkeeping purposes.


Thank you once again for your excellent support.


Best regards,

AM NAME

AM PHONE NUMBER


CUSTOMER INFORMATION:

HO NAME

HO ADD

HO ADD


SARAH'S THANK YOU EMAIL DRAFT: Do not send it. Sarah will check the draft and decide if she wants to send it or make changes.
Hello [adjuster’s name],

Thank you so much for your review and sending me the revised estimate. (If they have included notes also - add:) I appreciate all of the notes as well, this is super helpful.

I will review everything, and if I have any follow up questions I will be in touch asap. Thank you!

Best regards,

Sarah Toulouse Ventola
(773) 563-0116

Customer Contact Information:
HO NAME
HO ADD
HO ADD

DRAFT TO SEND TO RF (PLEASE ATTACH RE):
Hi <>,

Attached please find the most recent revised estimate for this claim. We are still in

negotiations! The total amount is --- with an increase of --. Most likely they sent a check for the approval of the additional items.


I will keep you posted on the progress.


Thank you

VI. Final Checklist of Steps
  1. Send Thank you Email and add a CRM note Title: [date] - Thank you Email Sent (share to customer)
  2. FOR OTHER RFs: Create a CRM note and use the draft above to send RE to RF and attach insurance RE (DO/AM will copy that to RF's portal). CRM note Title: Draft that you could send to the Client re: revised estimate (DO NOT share to customer)
  3. Merge new desk ticket/s to the parent ticket
  4. Copy & Paste the email to CRM Note with attachments (share to customer)
  5. Change the stage to "Received from INS"
  6. Do highlighting of docs
  7. CRM note Title: [date] - REVISED ESTIMATE HIGHLIGHTED and attach highlighted file and RE from INS (DO NOT share to customer)
  8. Save the HL doc in the "TO INS" and RE and all other documents from INS with date stamp to "FROM INS" subfolders in GD
  9. Update numbers in AM input sheet (please include the breakdown of total RCV) and CRM Deal
  10. FOR GGR, upload docs in CC.
  11. CRM note Title: [date] - SYSTEM UPDATED, Uploaded a copy of the revised estimate to CC under estimates/proposals folder. Uploaded copy files to GD. Updated numbers in CRM and AM Input Sheet. (share to customer)
  12. Close HLX task
  13. FOR NON GGR: Create a task and assign it to AM, due date next business day: "Please send the draft to RF. Thank you!"
  14. IF DO IS YOURSELF: Task yourself to review and do nego calls.
  15. IF DO IS NOT YOU: Create a new task:" Please review HL Supp & RE in GD. Thanks!" assign it to the DO, due date next business day.

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

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