As insurance restoration contractors, it can be frustrating when an insurance company denies a homeowner's roof claim after a hail event. Storms happen everywhere—whether it's wind, hail, tornadoes, or massive hurricanes—and as contractors, it's important to work in the best interest of your clients to ensure roofs are replaced when necessary, according to their policies.
However, not every roof sustains the same level of damage. Each roof is unique, and different slopes can experience varying levels of damage depending on the specific weather event. We've all heard about the insurance industry's dreaded "three Ds": Deny, Delay, and Defend. However, as contractors, it's essential to take a more proactive and customer-centric approach to improve long-term success.
Document, Don't Just Inspect
When offering free inspections, don't just do a visual walkthrough and an industry standard test square—document everything. Create a professional report detailing the roof's condition and the damage observed. Whether the insurance company approves or denies the claim, you give your homeowner a valuable asset. In many cases, damage might not be fully evident until after another significant rain event or after a season of freeze-thaw cycles.
By providing thorough documentation, you offer something concrete the homeowner can use to monitor the roof's condition and potentially support a future claim or reinspection.
Stay Engaged With Homeowners
A great way to differentiate yourself is to stay engaged with your potential clients. If the roof isn't approved for replacement, consider offering a courtesy reinspection before the homeowner's statute of limitations is up. This ensures that if the damage worsens or becomes more apparent over time from the original weather event, you are in the loop to provide further assistance.
Too many contractors move on after a denial, leaving the homeowner feeling abandoned. Slow down. When you provide proper documentation, follow up, and show genuine care for the homeowner's best interest, you position yourself as a trusted advisor—not just a contractor.
Why Documentation Matters
By thoroughly documenting the roof's condition, you're creating an invaluable resource for your customer. This includes:
- Aerial Measurements
- Property insights with documented storm activity
- Comprehensive Inspection Reports
- Detailed images of the roof's condition
- All stored securely in your CRM for future reference
Having this data available is beneficial not only to the homeowner but also to you as the contractor. If another storm hits or damage becomes more evident over time, you have a reference point to return to and make the case for a reinspection. Worse case scenario you have the data so a roof tune-up or repair will be easy to quote.
The Importance of Follow-Up
The simple act of following up with homeowners—even after an insurance denial—can lead to long-term relationships. Returning to inspect the roof in the spring, after a harsh winter, could reveal additional damage that was not initially visible. Even if nothing changes, the homeowner will appreciate your diligence and care.
The worst-case scenario? You don't get the sale, but you gain a loyal advocate who's likely to refer your services or leave you a glowing online review. These referrals and reviews are priceless in a crowded marketplace.
Set Yourself Apart From Competitors
Most contractors will move on quickly after a denial, leaving the homeowner without a reliable contact. You set yourself apart in an increasingly busy marketplace by slowing down, doing the right thing, and staying connected with the homeowner.
When you provide comprehensive documentation, regular follow-ups, and genuine care, you're not just another contractor—you're building trust and creating customers for life.
In the end, this attention to detail can help establish your reputation as a roofing contractor who truly cares, earning you more business in the long run.
By focusing on documentation, follow-up, and long-term customer care, you can build stronger relationships with homeowners, even after a denial, positioning yourself as their go-to roofing professional.
written by RoofScope published on 10. 10. 2024