Know whose claim it is
The policy is a contract between the homeowner and the insurer. The homeowner files the claim and decides what to do. You are the expert on the roof, not their representative with the insurer.
In many states, a contractor may not act as a public adjuster or negotiate the claim for the homeowner. Some states also give homeowners the right to cancel a storm-repair contract when the insurer denies the claim. These rules differ by state. Read the insurance rules on your state's page under roofing license rules by state before storm season.
Document the damage
Good records do more for a claim than a good speech. Inspect the whole roof, not only the worst slope.
- Take wide photos of each slope first, then close-ups. Put a chalk circle or a marker next to each hit, and a tape or coin for scale.
- Photograph soft metals, vents, gutters and downspouts. Dents there help show hail size and direction.
- Record the storm date the homeowner gives you. Do not guess at it.
- Note the roof's age, layers, material and any old repairs. The adjuster will ask.
- Photograph inside damage too: ceiling stains, wet insulation, attic decking.
- Keep every photo with a date. Give the homeowner a copy.
If the roof leaks, help the homeowner stop more damage with a tarp or a temporary repair, and photograph the damage before you cover it. Most policies expect the homeowner to prevent more damage. Keep the bill for the temporary work separate.
Meet the adjuster
If the homeowner asks you to be there, come on time with a ladder, your photos and your notes. Be calm and factual. Point out what you found and let the adjuster inspect. Do not argue on the roof. If you disagree, say so in writing afterwards, with photos.
Ask the adjuster what they will include and when the homeowner will get the estimate. Write down their name and claim number with the homeowner's permission.
Scope and supplements
The insurer's estimate, often called the scope, lists what it will pay for. Read it line by line against the roof. Common gaps are items such as starter, drip edge, ice and water barrier where code requires it, flashing, vents, and the steep or high roof charges.
When an item is missing, the homeowner can ask the insurer for a supplement. Help them with a clear list: the item, why it is needed, a photo, and the code section or the manufacturer's instruction when one applies. Hidden damage found during tear-off, such as rotten decking, also goes in a supplement. Photograph it before you replace it.
Put the price for hidden damage in your contract before you start, and use a signed change order when you find it. Then nobody argues at the end.
What not to promise
- Do not offer to pay or waive the deductible. Many states forbid it, and in others it can count as insurance fraud. The deductible is the homeowner's to pay.
- Do not offer rebates, gifts or "free" upgrades to win a claim job. Several states treat these the same as a deductible waiver.
- Do not promise a new roof before the insurer decides. Say what you saw, not what the insurer will pay.
- Do not negotiate the claim where your state forbids it.
- Do not inflate the damage. An honest scope protects you and the homeowner.
The rules on deductibles, rebates and contract cancellation differ by state. Check your state's page under roofing license rules by state.
Keep the homeowner informed
Most homeowners have never had a roof claim. A short timeline cuts their stress and your phone calls.
- Day of inspection: send your photos and a short summary.
- After the adjuster's visit: say what happens next and when.
- When the estimate arrives: go through it together and explain any supplement.
- Before work starts: confirm the date, the materials and the color in writing.
- After the job: send the final invoice, the photos and the warranty, so the homeowner can close the claim.
Share our homeowner guide on how a roof insurance claim works. It explains the adjuster visit, deductibles and depreciation in plain words.