What does an adjuster actually look for?

Running an insurance agency for 15 years, I read a lot of claim files. The ones that went smoothly had something in common: everyone was looking at the same clear facts. Knowing what an adjuster is actually looking for takes a lot of the mystery out of the visit.

First, who the adjuster works for

The adjuster who inspects your roof is working on behalf of your insurance company. Some are staff adjusters, some are independent adjusters the company hires. Their job is to figure out what happened, what was damaged, and how your policy applies. That’s different from a public adjuster, who is someone a homeowner hires. We’re a roofing contractor. We’re neither.

What they’re looking for

Every adjuster has their own way of working, but on a roof, most are checking a few basic things.

Cause. Does the damage match a storm, like hail or wind? Or does it look like age, wear, a past installation problem or a lack of maintenance? This is usually the biggest question.
The whole roof. Is the damage on one spot, or spread across the slopes? Many adjusters look at sample areas on each slope, sometimes called test squares, to see how widespread it is.
Hail marks. Bruises or breaks in the shingle mat, granules knocked loose in a pattern, not just a few worn spots.
Wind damage. Shingles that are creased, lifted, torn or missing.
Supporting signs. Dents in gutters, downspouts, vents, flashing and other soft metals, and damage to siding or window screens. These help show a storm actually came through.
Interior damage. Ceiling stains, wet insulation or leaks that line up with what’s on the roof.
The date. Whether the damage fits the date of the storm you reported.

What doesn’t help

Exaggerating doesn’t help. Pointing only at the worst shingle doesn’t help. And a contractor who argues coverage with the adjuster on your roof usually makes the visit harder, not easier. Coverage is the insurance company’s call. The best thing anyone on your side can do is make the facts easy to see. That’s why, when we’re at the adjuster meeting, our job is to show the documentation, not argue coverage.

How to get ready for the visit

Have your own photos ready: the roof from the ground, gutters, siding, windows and any interior damage.
Write down the storm date and what you saw or heard.
Keep your policy’s declarations page handy, so you know your deductible and your coverage basics before the conversation.
Be there if you can. Walk the adjuster to anything you noticed inside the house. If you’re working with us, we’ll be there too.
Ask what happens next and when you should expect to hear back. Write down the adjuster’s name and contact information.

Where a contractor’s documentation fits

An adjuster’s estimate and a contractor’s scope are two different documents. Sometimes they line up. Sometimes a carrier’s estimate leaves off something the roof needs to meet manufacturer requirements or code, like drip edge, ice and water shield, starter, or ventilation.

That’s where we come in. We photograph the whole roof, not just the worst spot, and we prepare an accurate scope written to manufacturer requirements and code. If something the roof needs is missing from a scope, we’ll point it out and explain why. If you want us to, we take over all communication with your carrier about the documentation and scope, and we’re at the adjuster meeting to walk the roof and show what we photographed. On an approved claim, our price matches the approved scope, so you pay your deductible and nothing more for the covered work. What we won’t do is reuse a component or install a lesser roof just because it was left off a scope.

The bottom line

An adjuster is trying to answer a simple question: what happened to this roof, and how does the policy apply? You can’t control the answer. You can make sure the facts are clear, complete and easy to see. That’s good for you, and it’s good for the adjuster too.