Nick's right and the customer gets the check to pay you. I just watched a company go out of business for doing all the work before the customer ever paid them. $62K poof and all the money gone. After a costly legal battle they had to settle out of court on a mechanics lien if and when the property ever is sold and transferred. You have to watch out for some of them nice old ladies some of them are really professional scammers.
There are several strategies if the need is really there. If your customer does not like the answer from their insurance company claims center they can hire a private insurance adjuster and file a complaint with their states Office of Insurance regulation.
Another big mistake is talking to a totally uninformed insurance agent who has no clue nor experience in any animal damage insurance claims. Your customer will hear all kinds of poor advice from their favorite misinformed insurance agent.
One of the terms that need to be expressed when making a claim to a insurance company is "Relatively Resent Occurrence" . Many times a customer may not get something paid if neglect is shown such as years of bats in home and nothing done about it. Some of the terminology and advice can be found on WpN Attic Restoration Site.
Dealing With Insurance Claims http://www.podfeed.net/episode/Dealing+With+Insurance+Claims-/2305678 http://atticrestoration-usa.com/podcasts/Other useful advice is available in audio on these two links.
http://raccoonremoval.us/podcasts/insurance-claim-help/