Understanding the actual claims process helps homeowners navigate restoration confidently. Here’s the five-phase workflow professional roofers use to manage storm damage claims.
Phase 1: Validation and Qualification
Before filing a claim, it must be qualified. Filing a claim creates a record in the CLUE (Comprehensive Loss Underwriting Exchange) database - even if the payout is $0.
The Zero-Pay Risk: If damage is below your deductible (e.g., $3,000 damage with a $5,000 deductible), the carrier pays nothing, but the claim still appears on your record. This can affect future premiums.
Professional Inspection Process:
- Mark test squares (10’x10’) on each directional slope
- Count verified hail hits (minimum 8-10 per square indicates a totaled roof)
- Document collateral damage on soft metals (gutters, vents)
- Check for hidden mat fractures
Phase 2: Initiation
The policyholder - not the contractor - files the claim. This is important: contractors who file claims may be engaging in the unauthorized practice of public adjusting.
Your Role:
- Contact your insurance company’s claims department
- Provide the Date of Loss (the specific storm date)
- Describe the damage observed
Contractor Support:
- We provide the correct date of loss from weather reports
- Documentation of damage type and estimated scope
- Photos and written findings
Phase 3: The Adjustment
This is where the “lowball” myth originates. The field adjuster meets you (and ideally, your contractor) at the property.
What Happens:
- The adjuster inspects visible damage
- Produces an initial estimate using Xactimate software
- Issues a check for ACV (depreciated value minus deductible)
Why It’s Often Incomplete:
- Adjusters are often overworked
- They write only “visible and undisputed” damage
- Code upgrades and accessories are frequently missed
The First Check Is Not Final: It’s a deposit based on undisputed damage. The difference is bridged in Phase 4.
Phase 4: Supplementation
This phase addresses items missed in the initial estimate. It’s not adversarial - it’s technical reconciliation.
The Process:
- Receive the insurance scope
- Compare against our Xactimate estimate
- Identify missing line items
- Submit formal supplement request with documentation
Commonly Missed Items:
| Item | Why It’s Missed |
|---|---|
| Ice & Water Shield | Often assumed not required |
| Ridge & Starter Strip | Buried in “waste factor” |
| Steep/High Charges | Overlooked from ground inspection |
| O&P (20% markup) | Argued as “single trade” |
| Permit Fees | Sometimes omitted entirely |
The Outcome: The carrier reviews and typically issues supplemental funds for legitimate items.
Phase 5: Resolution
If the carrier refuses valid supplements, the claim escalates.
Appraisal Process:
- You demand appraisal (in writing)
- You select an independent appraiser
- The insurer selects their appraiser
- Both appraisers select an umpire
- Agreement by any two of three is binding
Appraisal removes decision-making from desk adjusters and places it with independent experts. It’s faster and cheaper than litigation.
Key Takeaways
- Validate damage before filing to protect your CLUE record
- Understand the first check is a deposit, not a settlement
- Supplementation is normal and expected
- Appraisal is your right when value disputes arise
- Professional documentation in Xactimate format speeds the process