Ask the Expert

Large Loss Contents Restoration: Expert Insights from Blue Kangaroo Packoutz

Learn how the Blue Kangaroo Packoutz team tackles large loss contents restoration, from triage to documentation, with proven strategies and scalable solutions.

On this episode of Ask The Expert, we’re joined by the Blue Kangaroo Packoutz team to discuss their large loss expertise on contents. We’re joined by Michael Case, Director of Operations, David Gavilanes, Training & Development Manager, Jon Current Production Manager, and Tyler Hawkins, Owner of Blue Kangaroo Packoutz of the Front Range. These gentlemen tackle a wide range of topics from defining a large loss in contents to key processes for documentation.

Key discussion points include:

Defining a "large loss" in contents restoration depends on cost (typically $100K+ for residential), project complexity and scale, not just dollar value.
Initial response includes triaging, stabilizing, creating a safety plan and assessing equipment, staffing and logistics.
Scaling requires leveraging your network (national franchise/partner support), project management tools and advanced planning.
Success factors include funding, clear communication, thorough documentation, organization, flexibility and honesty.
Coordination, this involves clear protocols, project management tools and a single point of contact.
Insurance documentation needs detailed photos, records of inventory/work and justification for all your work.
Adjuster/TPA communication should be streamlined via preferred methods, regular updates and proactive issue resolution.
Managing client expectations means identifying priorities, setting clear boundaries, being transparent and involving them in the process.
Team training for sensitive items includes SOPs, hands-on practice and learning from past jobs.

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Kayla McGowan is the Editor-in-Chief of R&R Magazine, with 10 years of experience in marketing and communications in the restoration and cleaning industry. She leads the editorial strategy for R&R and The Experience Events, creating content that informs and connects industry professionals.

Kayla holds a B.S. in Criminal Science and M.S. in Public Safety and Emergency Management from Grand Canyon University. She serves as Co-Chair on the RIA’s Marketing Committee.

Kayla is a Microbial Warrior®, a Certified Forensic Operator® and a High Risk/ High Level Decontamination Specialist™. Kayla is passionate about elevating the industry, is a food lover, enjoys spending time with her family, and embracing the outdoors.