After "not complex enough for O&P", "just say no" seems to be the latest attempt to dissuade contractors from standing their ground. Adjusters say no all the time and then I just "say yes" to paying for all of the damage and at realistic pricing that any self respecting business person would charge for their work - whether to the adjuster or in house claim rep. Outside of a supplement for a permit with the final invoice or some other minor end of job item, there really should be no need to supplement anything else if the contractor or contractor sales rep has covered all bases.
Sales reps should always be responsible for making sure that there are little to no supplements on their jobs and, at least IMO, they should be wholly responsible for handling all aspects of the job from start to finish - including making sure items that should not need to be supplemented are not - if they want to be wholly paid. The sales rep who covers all bases and includes everything up front will, in the long run, spend less time per job and make more money for themselves and the company.
Too many guys think that accepting what is offered, starting the job and then supplementing after the job has started or at the end with the expectation reaching their $$$ goal is the way to go. I disagree. Scenario 1: Adjuster inspects without a contractor present. Get loss report from HO, audit then call for re-inspect and make sure all items are covered. Scenario 2. Contractor has met with adjuster at 1st inspect, pointed out all damage but adjuster still fails to include all damage as determined from reviewing HO loss report. Call for 2nd inspect, make sure all legitimate damage is accounted for then review 2nd LR from HO upon receipt. If all items accounted for, send in complete quote - w/o "supplements" at RTA pricing + MST + 100% O&P. If not, "demand" ins pay as submitted per contract with HO or have HO call for 3rd inspect. Also, understanding that time is money, add charges that compensate you for your time.
Here's an example on a job I recently helped a contractor process. Insurance adjuster turned estimate for $23,500 with 0 O&P and a No to paying anything more - ever. Using my own construction industry standard estimating program as opposed to the "industry standard" estimating program, my total price was $35,700 - with full 100% O&P. I also included the following charges: Estimate charge = $275. Fall protection = $295. Supervisor = $572.94. General site cleanup = $295. Re-inspect fee = $295. Total additional quoted on my program = $1,732.94. Although I “gave back” the re-inspect fee of $295, I still ended up with an ADDITIONAL PROFIT THAT MOST CONTRACTORS NEVER THINK TO ASK FOR of $1,437.94.
I've made great money on 2nd and third inspects and even several 4th re-inspects - $35,000 job to $75,000 job, for example, customer knew (I informed) up front about P&C ins games and was therefore ready for their BS and on my (and their own) side to make sure they would be paid for everything and all at prices relative to the premiums they paid rather than to some so called pricing survey.
Always remain "business friendly" but stand your ground. If you know it is damaged, include it - up front. If you are not sure but sincerely believe at least 51%, include it. If you don't really believe something should be included, don't! If sales reps continue to have unnesscary supplements one their jobs, a bit of retraining and possible slight temporary pay reduction will take care of that. No need for a "supplement department" at any co, IMO.
Anyone who does this business should be able to determine how many layers of roofing is on the roof, what kind of backer is behind the siding, etc., etc. Those items should always be part of the original quote. Obviously, there are those occassional items that need to be supplemented such as a short sheeted roof deck, gapped deck and other problems that can't typically be seen until the roofing, siding or whatever has been removed.
In some cases, initial adjusters just "say no" then turn the claim over to in house reps which is fine. Either way, the contractor or contractor sales reps who cut back on the supplements that are really not supplements will find themselves ultimately wasting much less time and earning much more money.