My Insurance Company Sent Their Own Contractor – Do I Have to Use Them?
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You filed a claim for water damage restoration or fire damage, and your insurance company already has a contractor picked out. Sounds like it’s settled, right? Not so fast. Most South Shore, Massachusetts homeowners don’t know this, but you have the right to choose your own contractor. Your insurer can suggest someone. They can’t force it.
At RestoreNow, we help homeowners work through this exact situation all the time. Let’s talk about what’s really going on, what your options are, and how to make a smart call.
Do You Have to Use Their Contractor?
Short answer: no. In Massachusetts, you pick your own contractor for covered repairs. Your policy pays for the work. It does not say who does it.
Your adjuster might make their pick sound like the only option. They’ll say “we’ve set it up” or “this will speed things along.” Those lines aren’t lies, exactly. But they leave out a key fact: you don’t have to say yes.
An independent restoration company gives homeowners more control over repair quality.
Think about car insurance. Your auto insurer suggests a body shop, but nobody forces you to go there. Same idea here, except the stakes are much higher when it’s your home.
Why Do Insurance Companies Send Their Own Contractors?
Insurers run “managed repair programs.” They have deals with certain contractors, pre-set pricing, fast turnaround. The insurer sends work their way. In return, the contractor keeps costs low.
Sounds smooth. But look closer. That contractor’s next batch of jobs depends on keeping the insurer happy, not you. That’s a conflict of interest baked right into the deal.
Not sure about your insurer’s contractor?
Talk to our team. We’ll help you understand your options and what your policy covers.
What Are the Risks of Using Their Preferred Contractor?
Not every insurer-referred contractor does bad work. But the setup creates real risks homeowners need to know about.
| Factor | Insurer’s Contractor | Your Contractor |
|---|---|---|
| Answers to | The insurance company | You |
| Incentive | Keep costs down to keep referrals coming | Do great work to earn your trust |
| Repair scope | May stick to insurer’s approved scope | Based on what damage actually requires |
| Documentation | May match insurer’s estimate only | Independent record of all damage |
Common problems we’ve seen firsthand:
- Missed damage: Hidden moisture behind walls, bad subfloors, or secondary issues get skipped because they weren’t in the original claim.
- Cheap materials: To stay inside the insurer’s budget, some contractors cut corners on materials or skip steps.
- Less accountability: If something goes wrong later, the contractor’s loyalty is to the insurer, not to you.
We’ve seen South Shore homeowners realize months later that damage their policy should have covered was missed by the insurer’s contractor. That’s a tough spot to be in.
What Should You Look for in a Restoration Contractor?
The contractor you hire should work for you, not your insurance company. Here’s what counts.
Insurance Claims Experience
A solid restoration contractor knows what adjusters need. They prepare detailed estimates and thorough records so nothing falls through the cracks. It’s not about fighting with your insurer. It’s about handing them the right info.
Independent Damage Assessment
Your contractor should do their own full look at the damage, separate from the adjuster’s walkthrough. Two sets of eyes beat one every time. An independent check often finds structural restoration and reconstruction needs that aren’t obvious on the surface.
Local Roots and Real Reviews
Local contractors have their name on the line. Check reviews. Ask for references. Fly-by-night “storm chasers” show up, grab a check, and vanish. A local company can’t do that, and that’s the point. Learn how to spot a scam contractor versus a real one.
✅ Quick Checklist: Picking Your Own Contractor
- ✓ Licensed and insured in Massachusetts
- ✓ Has experience with insurance restoration work
- ✓ Does their own damage documentation
- ✓ Strong local presence with real references
- ✓ Clear about scope, process, and your rights
How to Handle Pushback from Your Insurance Company
Some homeowners worry that picking their own contractor will hurt the claim. It won’t. Your insurer has to pay for covered repairs no matter who does them. The Massachusetts Division of Insurance says policyholders can select their own repair pros.
A few tips to keep things smooth:
- Get your own estimate first. Have your contractor inspect the damage and write up a detailed scope before you agree to anything.
- Put it in writing. If the insurer pushes back, respond by email. Keep records of every exchange.
- Know your policy. Review your homeowners insurance declaration page so you know what’s covered.
- Don’t let them rush you. Insurers sometimes create urgency to push you toward their contractor. Unless there’s a safety hazard, you have time.
A properly restored basement, completed by a contractor the homeowner chose.
How RestoreNow Helps South Shore Homeowners
Our team at RestoreNow brings over 30 years of combined experience in restoration across the South Shore and Southeastern Massachusetts. We walk homeowners through this process all the time.
When you call us after a loss, we handle the full picture. With our trusted licensed partners, we oversee emergency water extraction and drying. Then we do what we do best: the structural restoration and reconstruction that puts your home back together the right way.
For your claim, we document every bit of damage. We prepare detailed estimates and give your insurer what they need. We know what adjusters look for. We make sure the scope matches what your home actually needs. No corners cut to keep an insurance company happy.
As a family-owned, women-owned company, we treat your home the way we’d treat our own. That’s the real difference between a contractor who works for you and one who works for the insurer.
You Have the Right to Choose. Let’s Talk.
RestoreNow serves the South Shore and Southeastern MA. Contact our team to discuss your claim and your options.
Frequently Asked Questions
Can my insurance company force me to use their contractor?
No. In Massachusetts, homeowners choose their own contractor for covered repairs. Your insurer can suggest someone, but they can’t make it a requirement. Your claim can’t be denied because you picked someone else.
Will picking my own contractor slow down my claim?
Not if your contractor knows the insurance process. A restoration company with claims experience provides thorough records and detailed estimates that actually help things move faster.
What if my contractor’s estimate is higher than the insurer’s?
This usually means the first look missed damage or the repairs were underscoped. Your contractor’s own estimate is proof you can use for a supplemental claim to cover the extra work.
How can I tell if a contractor is a storm chaser?
Look for local roots, real reviews, proper Massachusetts licensing, and experience with insurance restoration. Be wary of contractors who show up uninvited after a storm or push you to sign right away. The National Association of Insurance Commissioners has helpful tips on protecting yourself during claims.
