Public Adjusting & Loss Consulting · Hollywood, FL & Northeast Coast

Keystone Adjusting / Florida Public Adjusting: Preventing "One-and-Done" Contractor Referral Churn with Weekly Claim-Touch Workflows

Owner: Joshua Solomon
Edge Operations Manager: Alejandro Archilla
EdgeOS Progress: Sprints 1-2 (Workflow Processes & Per-Claim SOL Financial Audit Playbook)
Tools Used: Monday.com, Xactimate, Summary of Loss (SOL) Tracker, Google Workspace

01 · The "Before" Reality

The Tuesday-Morning Mess

Keystone relies on roofing and restoration contractors referring claims to them instead of handling homeowners cold. As Joshua explained on onboarding, contractors test a PA firm with one or two claims first - if scheduling, filing, or adjuster follow-up lags and the contractor has to chase Keystone for updates, "we'll lose the contract, it'll be like a one and done." Inside the office, staff had no standard operating procedure holding them to weekly claim movement.

02 · Single Constraint Diagnosis

Primary Constraint Locked In

Contractor Referral Churn Risk & Missing Per-Coverage Claim Financials - roofing/restoration contractors were sending test claims to Keystone, but because in-house staff were "all over the place" with zero standardized weekly claim-touch cadence or per-coverage financial tracking (Starting Amount, Current Approved Amount, Keystone Fee Due, Keystone Target Estimate, Unapproved Gap), contractors risked pulling their pipeline after a single slow claim ("one and done").

Lock in a 7-Day Mandatory Claim Audit & Contractor Update Loop managed by Operations Manager Alejandro Archilla so no contractor-referred file sits untouched for more than 5 business days.

03 · What Was Built in the Sprints

Specificity, Workflows & Playbooks

Mapped the end-to-end Claim Intake, Carrier Follow-Up & Contractor Update Workflow in Monday.com and authored the Weekly Claim Audit & Contractor Status Playbook, enforcing a non-negotiable rule that every active claim is touched and updated every single week.

04 · Real Rollout Friction & Course-Correction

How the System Held Up in Real Life

During the Sprint 1 & 2 reviews, the team realized that simply logging "called adjuster" in Monday.com wasn't actually pushing settlements forward or showing Joshua where the money was stuck. On the Sprint 2 check-in (2026/10/22), Cole/trainers marked the initial generic workflow Red/Yellow and pivoted Alejandro to build a hard Per-Claim, Per-Coverage Financial Audit Playbook directly from each claim's Summary of Loss (SOL).

05 · Before vs. After Operational Shift

What changed in the work.

Operational Dimension	Before EdgeOS	After EdgeOS Install
Owner Involvement	Joshua personally put out fires with referring contractors when in-house staff dropped scheduling or adjuster follow-ups.	Alejandro tracks weekly claim touches across the team and compiles per-claim financial status before weekly reviews.
Workflow Execution	"Staff in-house are all over the place" with ad-hoc intake, scheduling, and filing.	Standardized Weekly Per-Claim Audit Playbook and Monday.com stage ownership.
Visibility & Cadence	No single dashboard showing gap between carrier approved amounts and Keystone target settlements.	Live SOL-to-Dashboard Financial Tracker reviewed weekly across every open claim.

06 · In Their Own Words

"The issues that we are facing at the moment is that the claims are coming through and we have our staff in house, they're all over the place. Management and logistics with the scheduling, the intake, the filing - there's got to be an SOP that is held to, otherwise we'll lose the contractor. It'll be like a one and done. They're not going to send work and we're at the building stage where they're testing us."

Joshua Solomon (Owner, Keystone)

Additional Workstreams Shipped

Additional Sprint Workstream 01

The 5-Column "Summary of Loss (SOL) to Dashboard" Financial Audit Playbook

What was built: Engineered the Claims Manager Weekly Per-Coverage Financial Audit Playbook (Sprint 2), extracting five exact numbers from every claim's Summary of Loss (SOL) into a centralized financial dashboard: 1. Starting Amount (Initial Carrier Offer / RCV) 2. Current Approved Amount (Settled to Date per Coverage) 3. Keystone Fee Due (Earned & Collectible PA Fee) 4. Keystone Estimate / Target Settlement Amount 5. Unapproved Gap (Target Settlement minus Current Approved Amount - representing remaining money on the table).
Before: Claims managers knew a claim was "open," but couldn't immediately answer how much money was still left to fight for per coverage (Coverage A Dwelling vs. Other Structures vs. Contents/ALE) or exactly how much in Keystone fees was ready to collect today.
Diagnosis: Make Claims Financials & AR per Claim the #1 operational metric. Every week, each claim is audited by coverage line item so adjusters and managers attack the largest dollar gap first.

Additional Sprint Workstream 02

Building the Storm-Archive & Contractor Re-Engagement System

What was built: Designed the Declined/Deferred Claim Archive Workflow so properties that do not move forward today are logged with roof/property data and contractor attribution, enabling automatic contractor alerts the next time a hail or wind date of loss hits that zip code.

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