Should I call my insurance company or a roofer first?

For 15 years I owned and ran an insurance agency in Lexington. After every big storm, the phone did the same thing: homeowners calling to ask whether they should call us, their insurance company, or a roofer first. It’s a fair question, and the honest answer depends on what you’re looking at.

If you’re not sure there’s damage

A lot of storms leave homeowners with a feeling, not a fact. You heard hail. A neighbor has a contractor’s sign in the yard. You can’t see anything wrong from the driveway.

In that situation, it’s reasonable to find out what’s actually on your roof before you report anything. A good inspection tells you one of three things: there’s storm damage, there’s wear that has nothing to do with the storm, or there’s nothing to report. All three are useful answers.

Carriers handle reported claims and questions in different ways, and policies differ. If you want to know how yours works, ask your agent. That’s a normal question, and a good agent will answer it plainly.

If the damage is obvious

If water is coming through a ceiling, a section of shingles is gone, or a tree is on the roof, don’t wait on anyone. Call your insurance company and report it. Most policies expect you to give prompt notice and to take reasonable steps to keep the damage from getting worse.

Keep it simple and safe:

Move belongings away from leaks and put down buckets or towels.
Take photos and video of everything, inside and out, before anything is cleaned up.
If you pay for emergency protection, like a tarp, keep the receipt and photos. Ask your carrier how they handle those costs.
Don’t climb on the roof. It isn’t worth it.

What to write down either way

Whichever call you make first, have these ready. They make every conversation after it faster.

The date and approximate time of the storm.
What you saw or heard: hail size, wind, a tree limb, water inside.
Photos from the ground of the roof, gutters, siding, windows and anything else that looks hit.
Any interior damage, with photos.
Your policy number and your agent’s contact information.

What a good roofer should and shouldn’t do

I’ve seen homeowners get great help from contractors, and I’ve seen them get burned. The difference usually shows up in the first conversation.

A good roofer inspects the whole roof, not just the worst spot, photographs what they find and explains it in plain language. A good roofer will also tell you when there’s no storm damage, even if that means there’s no job.

Be careful with anyone who:

tells you your insurance will pay for a new roof before anyone from your insurance company has looked at it,
pressures you to sign something on the spot,
offers to “cover” or waive your deductible (in Kentucky, that’s illegal), or
says they’ll decide or negotiate your coverage for you.

Your claim is between you and your insurance company. A contractor can help with the construction side. They shouldn’t be deciding, or promising, anything about coverage.

Where we fit

When you call us, we inspect the roof, photograph every finding and walk you through it. If there’s storm damage, we’ll say so. If it’s age or wear, we’ll say that too. If you decide to file, we document the damage and prepare an accurate scope written to manufacturer requirements and code. If you want us to, we take over all communication with your insurance carrier from there, and we’re at the adjuster meeting. On an approved claim, our price matches the approved scope, so you pay your deductible and nothing more for the covered work.

The bottom line

Not sure there’s damage? Find out first. Sure there’s damage? Call your insurance company now and protect the house. Either way, write things down, take photos, and work with people who tell you the truth even when it isn’t what you hoped to hear.