Roof claims are won or lost on documentation, and most of what determines the outcome happens in the first week. This walks through the process in order, what your carrier is looking at, where claims commonly go sideways, and what we do and don’t do on your behalf.
One clarification up front, because it matters. Red Letter Roofing documents damage thoroughly and meets your adjuster on the roof so findings are established together. We are not public adjusters. We do not negotiate your claim, interpret your policy for you, or represent you against your carrier unless licensed to do so. Those are separate, licensed roles in North Carolina.
What Insurance Actually Covers
Homeowners and commercial property policies generally cover sudden, accidental damage from a covered peril. For roofs, that usually means wind, hail, falling objects, and fire.
What they generally do not cover is wear, age, deferred maintenance, manufacturing defects, or damage that developed slowly. A twenty-five-year-old shingle roof that’s simply worn out is not a claim. That same roof with fresh hail bruising and matching soft-metal dents usually is.
Two policy details drive the payout more than anything else:
Replacement cost value versus actual cash value. Replacement cost pays what it costs to replace the roof now. Actual cash value pays that minus depreciation for the roof’s age, which on an older roof can be a dramatic difference.
Your deductible, including any separate wind and hail deductible. Some policies carry a percentage-based wind or hail deductible rather than a flat dollar amount, which can be much larger than you expect.
Check your policy for both. Do not take a contractor’s word for what your policy says, including ours.
Step by Step
1. Get the damage documented before you file
Have the roof inspected and photographed first. This is not about building a case, it’s about knowing whether you have one. Not every leak is storm damage, and a denied claim still lands on your loss history, which can affect renewal and pricing. A roofer who tells you honestly that you don’t have a claim is doing you a favor.
2. Protect the property from further damage
Nearly every policy obligates you to take reasonable steps to prevent additional damage. Tarping and emergency dry-in are almost always covered expenses. Do it, photograph it, and keep the receipt.
3. Open the claim
Call your carrier or use their app. You do not need a repair estimate to open a claim. Give the date and nature of the loss, get a claim number, and write down the name of everyone you speak to.
4. Know your deadlines from your own policy
Policies contain time limits on reporting a loss and on filing suit, and those terms vary by carrier and policy form. Some also require prompt notice as a condition of coverage. Read your policy or ask your agent for the specific deadlines that apply to you rather than relying on general guidance. If you want a neutral resource, the North Carolina Department of Insurance helps consumers with claim questions and complaints.
The practical advice is simple: report promptly. Delay is the easiest reason a carrier has to question a claim.
5. Have your roofer meet the adjuster on site
This is the most important step in the entire process. When your roofer is on the roof with the adjuster, damage gets identified together, in person, with both parties looking at the same thing. When the adjuster goes up alone, disagreements happen later, in writing, and take weeks to resolve.
6. Review the scope of loss line by line
The carrier issues a scope of loss, usually in Xactimate. Read it against what’s actually on your roof. Common omissions include code-required ice and water shield, drip edge, ridge vent, decking replacement, removal of additional layers, steep or high charges, and detached structures.
7. Submit supplements with evidence
Where the scope missed something, it gets documented with photos and code references and submitted as a supplement. This is normal and expected. Initial scopes are frequently incomplete, not because anyone is acting in bad faith, but because an adjuster covering many properties cannot see everything from a single visit.
8. Understand how the money arrives
On a replacement cost policy, payment usually comes in two parts: an initial actual cash value payment, then the recoverable depreciation released after the work is completed and documented. If there’s a mortgage, the check often names the lender and requires their endorsement, which adds time. Plan for that.
9. Complete the work and send the completion package
Photographs of the installed system, final invoice, and any code documentation go back to the carrier so depreciation is released.
What We Document for the Adjuster
- A labeled photo set of every slope and elevation, with a marker for scale
- Test squares showing hail impact density per 100 square feet, the standard most carriers use
- Close-ups of granule loss, exposed mat, and broken seal strips
- Soft-metal collateral evidence: dents in gutters, downspouts, vents, HVAC fins, and fascia wrap, which helps establish hail size and direction
- Flashing, pipe boot, counterflashing, and penetration condition
- Attic and interior photos showing the water path, wet insulation, and deck staining
- Moisture survey results and core cuts on low-slope commercial roofs
- A written scope noting anything current code requires that the existing roof lacks
- Drone imagery where pitch or height makes walking the roof unsafe
Again, that’s documentation and repair scope. Negotiating the claim itself is a licensed activity we don’t perform.
Commercial Claims Run Differently
On a commercial building, visible surface damage is rarely the whole story. The assembly is layered, so wet insulation under an intact membrane can go unrecorded unless someone runs a moisture survey and takes core cuts. Occupancy adds a second question, since business interruption and tenant impact may be covered separately under your policy. Scope carefully and document before anything is torn out. See commercial roofing for how we approach those buildings, and residential roofing for houses.
Where Roof Claims Go Wrong
| Mistake | What it costs you |
|---|---|
| Waiting months to report | Carrier questions whether the damage came from the reported event |
| No pre-loss photos | Harder to show the roof was sound beforehand |
| Cleaning up before photographing | Removes the evidence |
| Signing a contract before inspection | Locks you to a contractor before you know the scope |
| Accepting the first scope without review | Leaves code items and decking unpaid |
| Letting a contractor “cover” your deductible | Insurance fraud in North Carolina, and it can void the claim |
| Hiring an out-of-town storm crew | No one to call when a callback is needed |
That deductible line deserves emphasis. You pay your deductible. Any contractor offering to absorb it, discount it, or bury it in an inflated invoice is proposing fraud and putting your claim at risk.
Common Questions
Will filing a claim raise my rates?
It can, and it varies by carrier. A single weather-related claim is treated differently from a pattern of claims. If the damage is real and significant, that’s what the coverage is for. If it’s marginal, a denied claim on your record with no payout is the worst outcome, which is why an honest inspection first matters.
Can I choose my own contractor?
Yes. A carrier may suggest a preferred vendor, but the choice is yours.
What if my claim is denied?
You can request the adjuster’s report and the basis for the denial, ask for a reinspection with additional documentation, and escalate within the carrier. The North Carolina Department of Insurance accepts consumer complaints and can explain your options. For disputes involving policy interpretation, a licensed public adjuster or an attorney is the appropriate help.
Do you handle the claim for me?
We document, we meet the adjuster, we build the repair scope, and we answer the carrier’s technical questions about the roof. We do not act as a public adjuster or negotiate the claim on your behalf.
Talk Through Your Claim
If a storm came through and you’re not sure whether you have a claim, start with an inspection. Call (919) 977-5318 or talk with our team about your roof damage. We’ll document what we find, tell you plainly whether it’s worth filing, and walk you through what comes next. More on our storm process is on the storm damage restoration page, with detail on the work itself under roof repair and roof replacement. Local context is on our Raleigh roofing page.