Working Through a Roof Insurance Claim: The Process
What the steps in a roof damage claim actually look like, from documenting the event to the adjuster's visit and the scope of work — and what to keep records of along the way.
If your roof is damaged by a storm, the insurance process runs in parallel with the repair decision, and both go better when you understand the sequence. This article describes the general process only. What is and is not covered, what any deductible is, and what any particular claim results in are matters between you, your policy and your insurer — nobody else can tell you those things, and you should be wary of anyone who offers to.
First: safety and preventing further damage
Before anything administrative, deal with the immediate situation. If water is entering, move what is below it and contain the water. If there is any structural concern, electrical hazard, or material at risk of coming loose, stay clear and get professional help. Most policies expect the property owner to take reasonable steps to prevent further damage — a tarp over an opening, containing a leak — and to keep receipts for what those steps cost. What they do not expect is for you to make permanent repairs before the damage has been assessed, or to do anything unsafe.
Document everything, before you clean up
Documentation is the part you control completely, and it is the part people most often shortchange. Do it before anything is tidied, thrown out, or repaired.
- ✓Photographs and video of all visible damage — wide shots that identify the property, then close-ups
- ✓Interior damage: ceilings, walls, flooring, insulation, and any belongings affected
- ✓The date and approximate time of the event, and any weather reports or local news coverage of it
- ✓Soft-metal evidence after hail — eavestroughs, vents, air conditioner fins, screens
- ✓Anything you removed or replaced as an emergency measure, photographed before removal
- ✓Receipts for tarps, materials, emergency service calls, and temporary accommodation if it comes to that
- ✓A written log with dates: who you spoke to, when, what was said, and what was agreed
Read your own policy before you call
Spend twenty minutes with your policy documents before the first phone call. You are looking for the claims reporting requirements and any time limits, your deductible, how the policy describes settlement of building damage, and any conditions or exclusions relevant to roofing, age of roof, or cosmetic damage. You do not need to become an expert. You need to know what questions to ask and to recognize the terms when your insurer uses them.
Reporting the claim
Contact your insurer or broker to report the loss. They will open a file and give you a claim number — write it down and use it on everything afterward. Be factual and specific: what happened, when, what damage you have observed. Say what you do not know rather than speculating. Ask directly what happens next, what they need from you, what the timeline looks like, and whether there is anything they want you to avoid doing in the meantime.
Keep a single file — paper or digital — for the whole claim: photographs, the claim number, every email, notes from every call with dates and names, receipts, and any reports. It costs almost nothing to maintain and it is the difference between a straightforward process and a frustrating one.
The adjuster's visit
The insurer will typically send an adjuster to inspect. Be there if you can. Have your documentation ready and walk them through what you have observed, including anything you have already had to repair or remove. Ask what they are assessing and how, whether they will be getting on the roof or using a drone, and when you can expect their findings. It is entirely reasonable to ask for a copy of their report and the scope of work they prepare.
Adjusters are assessing damage against the terms of your policy. That is their job, and it is a narrower job than deciding what your roof needs. Both perspectives are legitimate and they do not always produce the same list.
Getting an independent assessment
You are entitled to have a qualified roofing contractor assess the damage independently, and it is generally worth doing — particularly on a metal roof, where the difference between cosmetic and functional damage requires someone who knows the system. Ask for a written report with photographs that describes what was found and what work is required, rather than just a price. That document is what allows a productive conversation if your view and the insurer's differ.
If the scope doesn't match
Disagreements about the scope of work are common and are usually resolved through information rather than argument. Put your position in writing, attach the independent report and the photographs, and ask specifically for a re-inspection or a review of the items in dispute. Ask the insurer to explain in writing which policy terms their position rests on. If it remains unresolved, ask your insurer about their internal complaint or dispute resolution process — most policies also contain a formal appraisal provision, and in Canada there are independent ombudsman services for insurance disputes. Public adjusters are another option in some circumstances, and if you engage one, understand exactly how they are compensated before signing anything.
Choosing who does the work
You generally choose your own contractor. An insurer may have a preferred vendor list, and using it can simplify the process, but the decision is normally yours. Take the same care you would on any roofing project: written scope, clear specifications, references, proof of liability insurance and workplace coverage. Be especially cautious with contractors who appear in the neighbourhood immediately after a storm, offer to cover or waive your deductible, or want you to sign a document assigning them your claim before anyone has assessed anything. Read anything you are asked to sign, all of it, before signing.
Through to completion
Once the scope is agreed, keep the same file going: the contract, the schedule, invoices, and photographs of the completed work. Confirm with your insurer what documentation they need to close the file and how any holdback or final payment is handled. When the work is done, keep everything with your house records — the paperwork for a roof replacement is worth having available years later, both for maintenance questions and if you sell.
Frequently Asked Questions
Should I get a contractor to look at it before I report the claim?
A professional assessment first can help you describe the damage accurately and decide whether reporting makes sense at all. Check your policy for any reporting time limits, since some require prompt notice, and do not let an assessment delay you past them.
Can I make temporary repairs before the adjuster comes?
Reasonable measures to prevent further damage are normally expected — a tarp, containing a leak. Photograph everything thoroughly before and after, keep receipts, and avoid permanent repairs until the damage has been assessed.
What if the adjuster and my contractor disagree about what's damaged?
This happens and is usually worked through with documentation. Provide the contractor's written report and photographs, request a re-inspection, and ask the insurer to explain their position in writing. If it stays unresolved, ask about the formal dispute resolution options available under your policy.
Will making a claim affect my premium?
That is entirely between you and your insurer, and it depends on your policy, your history and their practices. Ask them directly before deciding — it is a fair question and they can answer it for your specific situation. Nobody else can.
A contractor offered to cover my deductible. Is that normal?
Treat it as a serious warning sign. It is not a normal practice, it can create real problems for you, and it usually accompanies other things you would not want in a roofing contract. Read every document you are asked to sign in full.
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