It is no secret that the restoration and insurance industries rely heavily on one another, but it isn’t as simple as it seems, is it? 2025 has turned a new page, for the better. From controlling our narrative to working with the carriers and bridging the gaps, one thing is for certain, we want change.

We are just five months into the new year, and we’ve seen a drastic change in mentality, goals and efforts to help bring this change with trust and transparency. It allows us to turn the page to a collaborative effort with those we work closest with outside of the customer, the carrier. The Restoration Industry Association (RIA) recently announced Mark Springer is now the Carrier Relations Advocate with a purpose to help accomplish what we’re all striving for, a collaborative and trustworthy relationship with the carrier that ultimately provides an amazing customer experience for those we serve.

Mark recently wrote a piece on “Building Trust and Transparency: A New Era for Restoration Professionals.” In this open letter to the industry, Mark made it very clear the top frustrations are at the forefront. They are:

1. Payment delays
2. Breakdown in communication
3. Administrative inefficiencies

Of these three pain points, all of them not only affect us as professionals, but they also have a negative impact on our customers.

He then goes on to address how these pain points are going to be tackled, which is a KEY part of how we will accomplish these initiatives. Here is what you need to know:

1. Advocacy and Reform: RIA is taking a proactive approach to help bridge the gaps by advocating for policy changes that benefit all three parties.
2. Updating Ethical Standards: As an organization, RIA has revisited its Code of Ethics to reinforce accountability and transparency in industry practices. This will introduce a new ethics complaint review process and it will help enforce professionalism.
3. Facilitating Collaboration: Introducing a Carrier and Contractor Summit, where both parties are encouraged to attend, take part in constructive discussions, collaborate and seek joint solutions for the problems we face, industry wide.
4. Engaging Stakeholders: All parties have the same opportunity. Industry leaders, executives and stakeholders are all involved in these conversations to help create a more efficient claims process.

This is all a part of turning the page, we all desire and know needs to be done. Though RIA is at the forefront of this, they require our industry's support, so I am here to challenge not just myself, but all of you. Let’s jump in and help make this happen. You may ask, “How can I help?” Here are my thoughts:

1. Stay Engaged: Participate in industry events like The Experience, RIA, Access, IntrConnect and more.
2. Provide Honest Feedback: Share your frustrations, experiences, ideas and everything in between. You are monumental in this change.
3. Join in on the Collaborative Efforts: Outside of industry events, reach out to your fellow professionals, publications, etc. and help improve the relationships with the carriers and your customers.