Lead-to-Signed-Retainer Workflow for Public Adjuster Firms

Start a structured lead record as soon as a prospective client contacts the firm or the team identifies an opportunity. Capture the source, contact details, property address, loss description, timing, and the immediate reason for contact. Mark unknown information as missing rather than turning a partial conversation into assumed facts.

Assign a first response owner and due date. The first goal is a clear next conversation and a usable record, not a rushed conclusion about the claim. Maintain factual notes and avoid representations about coverage, value, outcome, or services that the firm has not reviewed and confirmed.

Use the initial conversation to determine the next operational step under the firm’s process: a return call, property review, inspection, document request, internal review, or a decision not to proceed. Keep the result on the lead record so the team sees the same context.

Before an agreement is sent, confirm the prospect’s details, the related property, the firm’s approved template, the connected sender account, and the owner of the next follow-up. The firm remains responsible for using its own approved engagement documents and for complying with all requirements that apply to its work.

A sent retainer is a status, not an outcome. Record the send, any client response, the planned follow-up, and the completed status when it is confirmed. Keep a completed agreement and relevant history tied to the correct record so the office does not restart the file from an inbox search.

Once the engagement is confirmed under the firm’s process, convert the reviewed lead into an active claim workspace. Carry forward contacts, property and loss details, source notes, documents, tasks, retainer status, and the chronology. Then create the immediate tasks for the file instead of relying on the original lead follow-up list.