Insurance Claims Guidance (Ethical)

Purpose

Ethical guidelines for how Spartan Plumbing employees interact with customers regarding insurance claims, ensuring honest and transparent practices.

When to Use

When a customer mentions insurance coverage, asks for help with a claim, or when the work being performed may be covered by homeowner's insurance.

Procedure

Spartan's Position on Insurance Claims

Spartan Plumbing provides plumbing services. We are NOT insurance adjusters, advocates, or claim specialists.

We provide honest, accurate documentation of the work performed and conditions found.

We do not inflate estimates, fabricate damage, or modify documentation to help a customer get a larger insurance payout.

We do not bill insurance companies directly — the customer pays Spartan, and the customer deals with their insurance company for reimbursement.

What We CAN Do

Provide accurate, detailed invoices that document the work performed and the conditions found.

Take thorough photos of the damaged area before, during, and after work.

Provide a written scope of work that describes what was necessary and why.

Answer factual questions from the insurance adjuster about the work (with customer's permission).

Provide copies of permits and inspection results.

What We CANNOT Do

Write estimates designed to maximize insurance payouts.

Include work in an estimate that wasn't actually needed or performed.

Back-date work or modify documentation after the fact.

Recommend that a customer misrepresent the cause or extent of damage.

Act as the customer's insurance advocate or negotiate with their insurance company on their behalf.

When a Customer Asks for Help

• "Can you write this up so insurance will cover it?" → "We provide accurate documentation of everything we find and fix. Your insurance company will use that to make their determination."
• "Can you add some things to the estimate so I can get more coverage?" → "We can only document what's actually needed. Our estimates are always honest and accurate."
• "Will you work with my insurance company?" → "We're happy to provide documentation and answer factual questions. The claim itself is between you and your insurer."

Important Notes

• Insurance fraud is illegal. Participating in it — even passively — puts Spartan at serious legal and reputational risk.
• If a customer pressures you to inflate or fabricate documentation, decline politely and escalate to Josh.
• "We do it right" is a core Spartan value. That extends to how we handle documentation for insurance.
• Home warranty companies are a separate topic — Spartan does not do direct billing with home warranty companies. Customer pays us, seeks their own reimbursement.

Related SOPs

• Photo & Notes Documentation — documentation standards
• Proposal Documentation Standards — what estimates must include
• Payment Policy — payment expectations