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Insurance/Legal Matters in RestorationManaging Your Restoration Business

Technical Tip Tuesday Presented by iGuide

Looking Beyond the Visible Damage in Restoration Claims

How documentation improves communication, claims, and decision-making in restoration

By Kayla McGowan
July 28, 2026

Welcome back to the final episode of this month’s of Technical Tip Tuesday. This month’s tips are sponsored by our friends at iGUIDE. We’re joined by Kayla Theriot, National Account Executive at iGUIDE. This week, she discusses why approaching every loss like an investigation can help protect your company, improve communication, and streamline your claims process.

Restorers are already investigators. They assess the source of damage, determine the extent of the damage, and develop a scope of work to get the property to pre-loss condition. Taking that investigative mindset one step further can provide significant value for the life of a claim.

When documentation is captured thoroughly and in a timely manner, it helps all the parties involved have a clear understanding of the loss. Virtual tours, photos, notes, and property data can reveal details that go far beyond the scope of work, such as potential subrogation opportunities or evidence that requires additional review.

When restorers leverage their technology, document thoroughly, and collaborate effectively, they can make better decisions and provide a better customer experience.

Thank you for joining us. We will see you next month. Take care!

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This episode of Technical Tip Tuesday is brought to you by iGuide.

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KEYWORDS: customer expectations insurance estimating restoration documentation restoration technology restoration tools Technical Tip Tuesday working with carriers

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Kayla mcgowan author

Kayla McGowan is the SPAR Partner Manager for PuroClean, where she manages and strengthens the company’s vendor partnership ecosystem. In her role, she serves as a key liaison between PuroClean, approved vendor partners, internal stakeholders, and Franchise Owners, helping connect the network with trusted tools, services, and products that support operational success.

With more than 10 years of experience in marketing and communications within the restoration and cleaning industry, Kayla has built her career around connecting people, ideas, and resources that move the industry forward. She is the former Editor-in-Chief of Restoration & Remediation (R&R) Magazine and continues to contribute to R&R as a writer, bringing her industry knowledge and perspective to its audience.

Kayla holds a B.S. in Criminal Science and an M.S. in Public Safety and Emergency Management from Grand Canyon University. She also serves as Co-Chair of the Restoration Industry Association’s Marketing Committee.

Her industry credentials include Microbial Warrior®️, Certified Forensic Operator®️, and High Risk/High Level Decontamination Specialist™️. Passionate about elevating the restoration industry and the professionals within it, Kayla enjoys building meaningful relationships, sharing knowledge, and creating opportunities for collaboration. Outside of work, she is a food lover who enjoys spending time with her family and being outdoors.

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