TrueHaven Policies & Procedures Manual

Policies & Procedures Manual

Welcome to TrueHaven Claims Consulting

The Experts on Your Side in Insurance Recovery.

Dear Team,

Welcome to TrueHaven Claims Consulting. This manual is more than a set of policies — it’s a blueprint for how we serve, lead, and grow together in the insurance recovery industry.

We built TrueHaven on the belief that professionalism, transparency, and compassion belong at the core of every claim. Whether you're a seasoned Public Adjuster or just starting your journey, this manual is your guide to understanding how we operate, what we expect, and how we support your success.

Inside, you’ll find everything from licensing requirements and compensation structures to claim-handling protocols and communication best practices. Our systems are designed to help you work smarter, stay compliant, and elevate the standard of service in this industry.

This isn’t a place to cut corners. We believe in doing things the right way — every time. And we’re here to give you the tools,
training, and leadership to help you do just that.

We’re glad you’re here. Let’s raise the bar — together.

Warmly,

Kristin Doakes

Founder, TrueHaven Claims Consulting

Section 1: Welcome to TrueHaven

About Our Company

TrueHaven Claims Consulting is a modern, ethical, and client-first public adjusting firm serving the Southeast. We advocate for policyholders navigating property damage claims and help ensure they receive the compensation they’re entitled to under their insurance policies.

Our systems are built on clarity, collaboration, and professional advocacy — not confrontation. We believe the best outcomes come from preparation, education, and respectful communication with both our clients and the carriers involved.

We don’t cut corners, and we don’t “wing it.” Our team is trained, supported, and equipped to work with confidence, knowing that every process has a purpose and every file represents a family or business depending
on us.

Mission & Core Values

Mission:

To raise the standard of public adjusting by empowering professionals, serving policyholders with integrity, and delivering results through structure, advocacy, and expertise.

Our Core Values:

• Integrity – We do what’s right, not what’s easy.

• Clarity – We communicate with purpose and precision.

• Advocacy – We champion the insured — with professionalism and respect.

• Accountability – We own our actions, files, and outcomes.

• Growth – We invest in people and systems that scale with excellence.

Brand Voice Overview

TrueHaven’s voice is professional, supportive, and clear. We avoid aggressive or adversarial language. Instead, we use words that reinforce expertise, calm confidence, and collaborative problem-solving. We work with the process, not against it — and that tone should show up in everything from emails to claim rebuttals.

Organizational Structure

Our firm is structured to grow through scalable, high-integrity leadership. While our Public Adjusters work independently in the field, they are supported by a regional framework and a leadership team focused on training, compliance, and service quality.

• Founder / Executive Leadership: Kristin Doakes

• Vice President of Operations: Stephen Range

• Regional Managers: State-specific, licensed leaders
• Senior Public Adjusters (PA's): Licensed professionals handling claims, writing own estimates, and leaders

• Public Adjusters (PA's): Licensed professionals handling claims

• Apprentices / Consultants: Training or transition-phase roles

• Estimators: Available to support Xactimate writing

• Admin & Compliance: Systems, support, and internal operations

Section 2: Roles & Responsibilities

At TrueHaven, every role plays a critical part in our mission to support policyholders and uphold the highest standards in insurance recovery. This section outlines the expectations, licensing requirements, compensation eligibility, and advancement paths for each contractor or team member.

While we value independence in the field, we also operate as one cohesive team — with shared systems, clear expectations, and a culture of accountability and growth. Whether you're writing estimates, managing a regional team, or navigating your first claim as an apprentice, you’ll find your lane clearly defined here.

Role: Vice President of Operations

Status: Independent Contractor

Licensing Required: Yes — currently licensed PA in at least one state

Training Access: Full system, internal build access

Systems Access: All platforms, administrative backend, training systems

Leadership Compensation: Direct compensation per agreement

Key Duties:

• Oversee day-to-day systems and operations across all active states

• Support leadership and hiring systems

• Build and maintain ClaimWizard, GHL, and internal tracking structures

• Review all estimates before carrier submission

• Lead TrueHaven training programs and mentor new team members

• Advise on company growth, compliance, and process optimization

Advancement Opportunities:

• Role is already executive level

• May evolve into COO or Director positions as TrueHaven scales

Role: Regional Manager

Status: Independent Contractor

Licensing Required: Yes — active PA license in assigned state

Training Access: Full training suite + Leadership content

Systems Access: All PA tools + internal team dashboards and team reports

Key Duties:

• Support, train, and oversee PAs within your licensed region

• Conduct quarterly performance check-ins with team

• Monitor file quality, communication standards, and compliance

• Approve commission tier advancement

• Act as a liaison between field team and executive leadership

• Assist with resolving escalated claim issues

• Contribute to internal training resources or team initiatives

Advancement Opportunities:

• Eligible for VP-level involvement or future State Director roles as TrueHaven grows

Role: Estimator

Status: Independent Contractor

Licensing Required: No (internal credentialing required)

Training Access: Estimating module only

Systems Access: Xactimate, CompanyCam, file access per assignment

Key Duties:

• Create detailed, carrier-ready estimates using Xactimate

• Review scope photos and notes from PAs

• Deliver final PDF to be included in file documentation

• Follow company formatting and pricing guidelines

• Work closely with VP or assigned reviewers for final approval

Advancement Opportunities:

• May transition to licensed PA with training and state exam

• May take on internal estimating training or file review responsibilities

Role: Senior Public Adjuster

Status: Independent Contractor

Licensing Required: Yes — valid PA license in operating state

Training Access: All modules + Estimating & Commercial Certifications

Systems Access: Full access to ClaimWizard, CompanyCam, Xactimate, DocuSign, Zoom Workspace

Specialization: Estimating required | Commercial claims eligible

Key Duties:

• Fulfill all duties of a Public Adjuster

• Write all own estimates or support peers in estimate writing

• Take on large-loss, complex, or commercial claims

• Assist with onboarding and mentoring of newer PAs

• Maintain high standards for documentation and communication

• Serve as an example of professionalism and efficiency in the field

Advancement Opportunities:

• Eligible to become a Regional Manager (state-specific)

• Eligible for leadership assignments (training modules, speaking roles, etc.)

Role: Public Adjuster (PA)

Status: Independent Contractor

Licensing Required: Yes — valid PA license in operating state

Training Access: Full Training Portal access, Xactimate tools, Carrier communication guidance

Systems Access: ClaimWizard, CompanyCam, DocuSign, Zoom Workspace

Key Duties:

• Conduct client intakes and explain TrueHaven services

• Inspect property damage and gather documentation

• Write or order estimates (Xactimate)

• Submit Proof of Loss, LORs, and other required claim documents

• Communicate with carriers and negotiate settlements

• Document all actions in ClaimWizard

• Provide exceptional client communication throughout the claim

• Maintain compliance with licensing and CE requirements

• Represent TrueHaven in alignment with our values and tone

Advancement Opportunities:

Eligible to become a Senior Public Adjuster by meeting all of the following:

• Closing claims at the 70%+ tier

• Demonstrated estimating skills (must write own estimates)

• Ability to handle complex or commercial claims

• Recommendation from Regional Manager or VP

• Passing internal evaluation and training completion

• Eligible to pursue Regional Manager role (by invitation only)

Role: Apprentice Public Adjuster (Florida Only)

Status: Independent Contractor

Licensing Required: Yes — Florida 6-20 Apprentice License

Training Access: Full PA training + assigned mentor

Systems Access: ClaimWizard (limited), CompanyCam, Zoom Workspace

Supervision Required: Yes — must be directly overseen by a licensed PA

Key Duties:

• Shadow licensed PAs and assist with inspections and client intake

• Learn TrueHaven's claim process and best practices

• Participate in estimate prep, file documentation, and follow-up

• Submit required Florida Department of Financial Services reports

• Progress toward full licensure within the 6-month apprenticeship period

Advancement Opportunities:

• Become licensed Public Adjuster after completing apprenticeship

• Eligible for tiered commission track and estimating certification

Role: Consultant (PA Track – GA, NC, SC)

Status: Independent Contractor

Licensing Required: No (short-term, transitional role)

Training Access: Core onboarding + claim basics

Systems Access: ClaimWizard (limited), CompanyCam

Goal: Prepare for licensure within 6-9 months

Key Duties:

• Assist with client screening, photos, and jobsite visits

• Support licensed PA with documentation and scope

• Prepare for licensing exam with TrueHaven support

• Represent the brand with professionalism in the field

Advancement Opportunities:

• Become a licensed Public Adjuster

• Unlock full commission tiers and access to estimating training

Role: Administrative & Support Roles

Status: Contractor

Licensing Required: No

Training Access: Internal systems, admin handbook

Systems Access: Zoom Workspace, GHL, billing, and file support tools

Key Duties:

• Assist with internal file audits and documentation

• Monitor compliance deadlines, licenses, and renewals

• Provide client communication and scheduling support

• Help manage training modules and onboarding systems

• Maintain internal document libraries and help center resources

Section 3: Licensing & Compliance

At TrueHaven, proper licensing and compliance aren’t just checkboxes — they’re the foundation of our credibility and our ability to advocate effectively for policyholders. Every adjuster on our team must maintain full compliance with their state’s Department of Insurance regulations and TrueHaven’s internal standards.

This section outlines everything you need to stay in good standing, operate legally, and grow your career with confidence.

Required Licenses by State

We currently operate in:

• Florida (Home Base)

• Georgia

• North Carolina

• South Carolina

Public Adjuster License Requirements (State-Specific)

State	License Required	Apprenticeship	Exam Required	Notes
Florida	Yes (6-20 → 3-20)	6 months	Yes	Must be sponsored, only 4 apprentices allowed per PA firm
Georgia	Yes	No	Yes	Reciprocity available if licensed in other states
North Carolina	Yes	No	Yes	Requires annual renewal and CE
South Carolina	Yes	No	Yes	Must notify Department before contract work begins

Apprenticeship Requirements (Florida Only)

• Must hold a 6-20 Public Adjuster Apprentice License

• Must be assigned to a supervising PA with a valid 3-20 license

• Cannot act independently or file claims on their own

• Apprenticeship lasts 6 months minimum

• Must submit monthly Department of Financial Services reports

• May transition to 3-20 after completing apprenticeship and passing exam

• TrueHaven only accepts up to 4 apprentices on record at a time in Florida, per state law.

Background Checks & Fingerprinting

All applicants must undergo background checks and fingerprinting as required by their state Department of Insurance. These steps must be completed before you are permitted to represent yourself as a Public Adjuster or Apprentice with TrueHaven.

• Fingerprinting must be submitted to the correct state agency

• Background results must clear before claim handling begins

• Licensing documentation will be stored securely in your profile

Continuing Education (CE) Tracking

Licensed PAs are responsible for completing all state-required CE credits and submitting proof of completion before renewal deadlines.

To support you:

• We provide reminders through our internal system (powered by Sircon)

• You are expected to upload CE proof and renewal confirmations into your profile

• Failure to maintain CE compliance will result in paused assignments or contract hold

TrueHaven Oversight Expectations

Our firm maintains high internal compliance standards beyond the legal minimum:

• All files must be documented in TrueHaven Portal with clear timelines

• Xactimate estimates must be approved by a reviewer before submission

• Carrier communications must be professional, timely, and logged

• Adjusters are expected to attend team check-ins and training as needed

• All contracts must be current and reflect the adjuster’s active commission tier

State-Specific Contract Usage

Each state has unique legal requirements. We maintain a separate contract template for:

• Florida (Apprentice and Licensed PA)

• Georgia

• North Carolina

• South Carolina

Your signing packet will be matched to your license, state, and commission rate. You are not authorized to send or sign any client contracts until your own agreement is completed and on file.

Code of Conduct

Every TrueHaven adjuster agrees to:

• Act in the best interest of the insured

• Communicate ethically and accurately with all parties

• Avoid combative or adversarial language with carriers

• Follow all claim handling procedures and timelines

• Represent the TrueHaven brand with professionalism and respect

• Never accept money or gifts from clients, vendors, or carriers

• Violations may result in suspension or termination of your contractor agreement.

Section 4: Payroll & Compensation

TrueHaven’s compensation system is designed to reward performance, professionalism, and growth. We keep things simple, transparent, and structured — so that every contractor knows exactly how they’re paid, when they’ll be paid, and how they can move up.

Base Commission Structure (Public Adjusters)

All Public Adjusters begin at 60% commission on the collected PA Fee (typically 20% of the claim payout). As you grow with
TrueHaven, you can qualify for higher commission tiers based on file quality, communication, and closed volume.

Commission Tier Table

Tier Level	Commission	Eligibility Criteria
Tier 1	60%	All licensed PAs start here
Tier 2	65%	Consistent file quality + claim volume
Tier 3	70%	Strong communication + estimate writing
Tier 4	75%	Senior Adjuster designation required

• All commissions are calculated after hard costs are deducted (e.g., estimating fees, engineer reports, permit costs).

• Commissions are paid once TrueHaven receives the claim funds and they’ve cleared.

Quarterly Performance Bonus System

Public Adjusters may earn +1% per quarter by meeting all 5 performance categories:

1. File Quality

2. Communication

3. Claim Volume

4. Ethics & Compliance

5. Professionalism / Client Feedback

Reviewed quarterly by your Regional Manager and the VP of Operations. Bonuses are not cumulative — maximum increase is 1% per quarter, up to 3%.

Consultant & Apprentice Compensation

Role	Commission	Notes
Apprentice (FL)	50%	Must be under direct supervision of a licensed PA
Consultant (GA/NC/SC)	50%	Intended as a short-term role until licensure is obtained

These roles are fully commission-based and do not include bonus tiers. Advancement to PA role unlocks full commission track.

Estimator Fee Flow

PA is charged: $350 per standard estimate

Note: Estimates for complex or commercial claims may range from $400–$600, depending on scope and required detail. Final cost will be confirmed before work begins.

PAs are encouraged to write their own estimates whenever possible to reduce costs, improve accuracy, and qualify for advancement to Senior Adjuster.

iink Payroll System

• TrueHaven uses iink for contractor payment processing

• Upon onboarding, you’ll receive an invite to create your account

• Enter your bank info and W9 through iink directly

• Commissions are processed as claims are funded and cleared

• You’ll receive payment via direct deposit

Section 5: Claim Handling Process

TrueHaven follows a structured, repeatable process for every claim — because the best results come from consistency, clarity, and documentation. This section outlines the full claim lifecycle, from first contact to file closure.

1. Client Screening Process

All new inquiries must complete a Client Screening Questionnaire. Only proceed if the claim meets:

• Residential or commercial property

• Insured is the property owner

• Reasonable loss date (not time-barred)

• Confirmed coverage and no prior settlement

• Client must sign LOR and Contract before any work begins

If accepted, assign claim inside TrueHaven Portal and upload policy docs

Note: TrueHaven uses a proprietary client screening system designed to protect our time and ensure we're taking on claims we can truly impact.

Each submission is scored through an internal set of criteria. If a claim does not meet our minimum threshold, we will

not send a contract — and the client will be informed respectfully and promptly.

2. Property Inspection

Schedule a walkthrough or site visit within 3 business days

• Capture full scope photos using CompanyCam and/or scope notes

• Note all visible damages, suspected hidden damage, and potential exclusions

• Upload photos and notes to TrueHaven Portal client profile

3. Scope of Work & Estimate

• Write your own estimate (required for advancement)

• OR request an estimator via internal request form

• Follow TrueHaven formatting and pricing protocols

• All estimates must be reviewed and approved before submission

• Attach final estimate to the claim file and flag as “Ready for Submission”

4. Carrier Communication

• Submit Letter of Representation, POL, and estimate

• Track all communications and adjuster contacts inside TrueHaven Portal

• Be respectful, factual, and collaborative — we are professional advocates, not adversaries

• Respond to carrier requests within 2 business days

5. Negotiation & Rebuttals

If a settlement is offered and below expectations, follow rebuttal protocol:

• Write rebuttal email using internal script

• Attach photos, estimate notes, and code references if needed

• Submit to leadership for approval (as needed)

• Log all versions of offers and responses in TrueHaven Portal

6. Client Communication

• Clients should never feel in the dark

• Update them at key milestones:

• After inspection

• After submission

• After settlement or if additional documents are needed

• Always return calls or messages within 1 business day

• Keep tone reassuring, professional, and aligned with the TrueHaven voice

7. File Submission & Closure

• Once a settlement is reached and funds are paid:

• Upload all final docs and settlement confirmation

• Mark the claim as Collected

• Complete Commission Summary

• Payment will be triggered once funds clear

• You’ll receive confirmation and payment details

Section 6: Systems & Software

TrueHaven is a systems-driven firm — we believe your tools should work for you, not against you. This section outlines the software platforms every team member may use, what they’re used for, and how access is managed.

We aim to keep technology simple, efficient, and centralized — so you can spend less time chasing files and more time serving clients.

System	Purpose	Who Uses It
TrueHaven Portal (Haven Hub)	Onboarding, role-based training modules, file management, claim lifecycle	All PAs, Apprentices, Managers
Xactimate	Estimate writing and pricing	Estimators, Senior PAs, PAs
CompanyCam	Field photos, scope documentation	PAs, Apprentices, Estimators
Zoom Workspace	Email, calendar, video communication	All team members
iink	Payment, W9 submission, contractor profile	All contractors (via onboarding)

Login Protocol

• All platforms are company-controlled — do not use personal logins unless approved

• Passwords must follow secure format (randomized, stored securely)

• Access is granted upon onboarding and may be revoked at contract termination

• Systems requiring client data (e.g. TrueHaven Portal, CompanyCam) must be accessed on secure Wi-Fi

• Do not share login credentials with others under any circumstance

File Storage & Retention

• All files must be uploaded to TrueHaven Portal, not stored on personal devices

• Photos go into CompanyCam and are synced to the claim

• Final documents (contracts, settlement letters) must be attached to the client file in PDF format

• Files must be retained according to state-specific statutes — minimum of 5 years

• Team members are responsible for keeping their assigned files updated and clean

Cybersecurity & Data Protection

• All sensitive client information (contracts, policy pages, etc.) must be sent through TrueHaven's encrypted systems only (Zoom Workspace email, TrueHaven Portal)

• Never use personal email accounts for client or file-related communication

• Always verify recipient email addresses before sending documents

• Use strong, secure passwords and never share login credentials

• Log out of all platforms when using shared or public devices

• Report any suspected breach or unauthorized access immediately to Management

TrueHaven Portal Access (Haven Hub)

All new contractors will receive access to the TrueHaven Portal (Haven Hub) upon completing their signed agreement and
onboarding documents.

• The portal is private and fully branded for TrueHaven

• Access is role-based — PAs, Apprentices, Estimators, and Managers each have tailored training paths

• Modules unlock progressively based on completion, certification, and role advancement

• All training is tracked internally and tied to commission eligibility and tier movement

You will receive your portal login after your contract is signed and onboarding is complete. Do not share your credentials — access is monitored and restricted to your account only.

Section 7: Training & Advancement

At TrueHaven, training isn’t a formality — it’s a foundation. We believe your growth is our greatest investment, and we’ve built a structured pathway to help you sharpen your skills, unlock commission tiers, and step confidently into leadership roles when you’re ready.

Our approach is not just about teaching you how to handle claims — it’s about training you to think like a top-level professional who brings value, integrity, and strategy to every interaction.

TrueHaven Training Portal Overview

• All contractors receive access to the TrueHaven Training Portal after onboarding

• Content is role-based and designed to be completed at your own pace

• Modules include:

• Onboarding & Systems

• Navigation Claim Lifecycle (Step-by-Step)

• Estimating & Xactimate

• Carrier Communication Best Practices

• Ethics & Compliance

• Commercial Claims & Complex Files (Senior PA only)

• Team Leadership & Mentorship (Regional Managers only)

• Some modules unlock automatically after completing prior lessons; others are unlocked by admin approval based on your role or performance

Badges & Certifications

As you progress through modules, you’ll earn digital badges and certifications that are:

• Visible in your internal profile

• Required for access to higher-level responsibilities

• Used to determine commission tier advancement and readiness for leadership

Badges are awarded for:

• Estimating Certification

• Senior Adjuster Qualification

• Regional Manager Eligibility

• Mentor Training Program

Tier Advancement Rules

Commission tiers are earned — not given. You must meet the following to move up:

Tier	Requirements
65%	Minimum 5 closed files, consistent documentation, positive communication feedback
70%	All of the above + Estimating Certification (write your own estimates)
75% (Senior PA)	Minimum 10 closed files, commercial claim readiness, mentor eligibility, leadership approval

Tier advancement is reviewed quarterly by your Regional Manager and VP of Operations

Mentor Matching & Leadership Track

TrueHaven’s goal is to grow leaders from within. Senior Public Adjusters and Regional Managers may be asked to:

• Mentor new hires

• Contribute to training materials

• Lead live sessions or onboarding calls

• Assist with claim quality review

Team members who show initiative, strong communication, and technical skill will be invited into leadership tracks as the company grows.

Section 8: Communication & Culture

TrueHaven isn’t just a firm — it’s a team. How we communicate, collaborate, and carry ourselves matters.

This section outlines the tone, tools, and values that shape our internal culture, as well as how we recognize and support each other across state lines.

We lead with professionalism, speak with clarity, and operate as a unified front — even when we’re miles apart.

Our Communication Philosophy

• We are collaborative, not combative

• We speak clearly, respectfully, and with purpose — no posturing, no ego

• We lead with solutions, not complaints

• We protect our time and our team by keeping communication focused, professional, and timely

TrueHaven Tone: Calm. Confident. Collaborative.

All client and carrier interactions should reflect:

• A calm, professional presence

• Confidence in our process and position

• A cooperative tone, even during disputes

• No accusatory or aggressive language

• Advocacy through facts, documentation, and preparedness

Internal Messaging Expectations

• All business-related communication must happen through approved channels:

• Zoom Workspace email

• Internal team chat

• Personal texts, social DMs, and group chats should not be used for case updates or sensitive topics

• Respond to internal emails or team messages within 1 business day

Zoom Call Protocol

• Use your camera when possible — we want to foster real connection

• Be on time and come prepared

• Keep distractions to a minimum — this is your professional space

• Use a TrueHaven-branded background if available

• Be respectful and focused during team trainings or interviews

Conflict Resolution Path

If a disagreement or issue arises:

1. Attempt to resolve the issue directly and respectfully

2. If unresolved, escalate to your Regional Manager

3. If further review is needed, the VP of Operations will mediate

We expect all issues to be addressed professionally and privately — not aired in group channels or public forums.

Team Recognition & Milestones

We believe in celebrating wins — big and small. Expect to see:

• New hire welcome shout-outs

• Badges and certifications earned

• Tier promotions and performance callouts

• Birthdays and work anniversaries

Culture is built one moment at a time. If you see someone doing great work, let them (and us) know!

We Treat People Right. Period.

At TrueHaven, we believe that every person on this team deserves to feel respected, supported, and valued. We work with people from all walks of life, and we expect everyone here to treat clients and each other with basic human decency.

There’s no room for judgment, drama, or discrimination in this company — not in the field, in our systems, or behind closed doors.

You’re here because you earned it. And we’ll always back that up with real support.

Section 9: Legal, Contracts, & Forms

At TrueHaven, we keep our agreements simple, straightforward, and protective — for both the company and every contractor on our team. This section outlines the documents you’ll be required to complete, how we manage updates, and the tools we use to ensure your information is secure and current.

You’ll never be asked to sign something you don’t understand, and you’ll always have access to your signed files.

Independent Contractor Agreements

All roles at TrueHaven begin with a signed Independent Contractor Agreement. This outlines your relationship
with the company, your responsibilities, and the terms of your work.

Each agreement is state-specific based on licensing and legal requirements

• You will only receive the correct agreement after passing screening and completing your interview

• Contracts are sent electronically and stored in your contractor file

Exhibit A: Role Duties

This document outlines your official role responsibilities and expectations. It matches the descriptions found in Section 2 of this manual and serves as a reference for performance and accountability.

Updated if your role changes (e.g., Apprentice → Public Adjuster) Must be re-signed if you move into a leadership or estimating role

Exhibit B: Compensation Agreement

This document shows:

• Your starting commission rate

• Whether you are eligible for bonus tiers

• Any estimator deductions or training-based requirements

If your tier changes due to performance, a new Exhibit B will be issued and added to your file. Your contract must always reflect your current commission rate.

W9 & Banking Setup

All contractors must submit:

• A signed W9 form

• Banking information through iink (secure onboarding system)

These are required before any commission can be paid. You’ll receive instructions and login access after signing your contract.

Client-Facing Documents

As a TrueHaven representative, you may be responsible for sending or explaining the following to clients:

Form	Purpose
Letter of Representation (LOR)	Authorizes TrueHaven to communicate with the carrier on the client’s behalf
Scope of Work (SOW)	Outlines the work being claimed and estimated
Proof of Loss (POL)	Required in many states or for large claims to confirm damages
Client Contract	State-specific agreement required before claim work begins

Never send or sign a client contract without the proper license on file. All client-facing documents must be generated through company-approved templates.

Section 9: Resources & Reference

You’ll never be asked to sign something you don’t understand, and you’ll always have access to your signed files.

Independent Contractor Agreements

You don’t have to remember everything in this manual — but you should know where to find it. This section includes links, tools, and guidance for staying informed, compliant, and prepared as you grow with TrueHaven.

If you’re ever unsure of a process, form, or requirement — check here first. If you still need help, your Regional Manager or the VP of Operations is always available to support you.

TrueHaven Help Center

This is our internal knowledge base with:

• SOPs for every task

• Training video library

• How-to guides for TrueHaven Portal, Gathering Electronic Signatures, Xactimate, and more
• Sample emails, scripts, and rebuttals
• FAQ section by role and state

• Submission links for support or review

Accessible through your Portal dashboard.

State & Industry Blog Library

This is your go-to source for:

• Statute updates

• Carrier techniques and trends

• Key court rulings that affect claim strategy

• Tools and tips shared by top adjusters on our team

We encourage all team members to contribute — whether it’s a helpful article, a link to a state resource, or a strategy that’s worked for you in the field.