“If I’m looking to work with a contents company as a partner, I want to make sure they have inventory software,” says Gavilanes. “The ability to record and track the contents that are coming out of the home is critical. When items go missing, it’s not unusual for the homeowner to contact the main contractor, which can cause unnecessary challenges.”

Beyond software, transportation logistics also play a key role in keeping the process smooth. Restoration teams should have an appropriately sized fleet for the job at hand, preventing delays and logistical challenges.

Clear and Consistent Communication Is Key 

Claims professionals need to rely on their restoration partners for clear, accurate communication throughout the entire process. One of the best ways to ensure this is by having a single point of contact.

“In my experience, having one point of contact has always been important for maintaining a clear and consistent message throughout the restoration project,” says Gavilanes. “When multiple team members give different answers, it leads to confusion and policyholder frustration.”

Additionally, effective scheduling software and thorough documentation within service management tools help keep all stakeholders aligned. “Not everyone has incredible recall,” Gavilanes adds. “Taking notes in our system lets us reference past conversations, which helps maintain consistency.”

Handling High-Value or Sentimental Items with Extra Care 

While all contents restoration work requires careful handling, certain items — such as family heirlooms and sentimental keepsakes — demand extra attention.

“If an item holds sentimental value, we do everything possible to return it to the homeowner in the best condition,” says Gavilanes. “Sometimes these items don’t have a high replacement cost, but their emotional value makes them irreplaceable.”

Knowing when to bring in an outside expert to assist with restoration is also very important. “If something falls outside our expertise, having a trusted vendor who specializes in that type of restoration is critical,” Gavilanes explains. “Proper documentation and careful hand-offs make all the difference.”

Selecting the right contents restoration partner isn’t just about technical capabilities; it’s also about trust, communication, and strong processes. By choosing a team that prioritizes inventory tracking, clear communication and careful handling of valuables, claims professionals can ensure the best possible experience for policyholders. When done right, the process leads to smoother claims resolution and higher policyholder satisfaction.

For more insights from the Blue Kangaroo Packoutz team of experts, click here.