How does a roof insurance claim work in Tennessee?

The short version

Make the home safe and stop further damage, photograph everything, check your deductible, report the claim to your insurer, meet the adjuster, compare the insurer's estimate with a licensed roofer's estimate, and keep records of every call and payment. The claim is between you and your insurance company.

Step 1: Make it safe and prevent more damage

Stay away from downed power lines and call the utility. If water is coming in, a tarp or board-up is usually expected; most policies require you to take reasonable steps to protect the property after a loss. Keep receipts, since reasonable temporary repair costs may be reimbursed if the claim is covered. See emergency tarping.

Step 2: Document the damage

Photos and video before cleanup, outside and inside. Use the photo checklist.

Step 3: Check your deductible and decide whether to file

Your declarations page lists your deductibles. Some policies have a separate wind/hail or hurricane deductible, sometimes a percentage of the dwelling coverage. If repairs will clearly cost less than the deductible, a claim may not be worth filing. The TN Department of Commerce and Insurance notes that you may not see all the damage yourself and suggests having a contractor inspect. See wind and hail deductibles.

Step 4: Report the claim

Call your insurer or agent, or file online. Ask for the claim number, the adjuster's name, how long you have to file, what documents they need, and whether your policy pays to replace the roof at replacement cost or actual cash value. Write it all down.

Step 5: The adjuster inspection

The insurer sends a staff or independent adjuster to inspect. You can be there, and you can have your own roofer there to point out damage. Ask the adjuster what they found and when you will get the estimate. See types of adjusters.

Step 6: Review the estimate

Compare the insurer's estimate line by line with your roofer's. Common gaps are drip edge, starter shingles, ice and water barrier, flashing, code upgrades, permits, and the number of squares. If something is missing, send the insurer your roofer's documentation and ask for a re-inspection or a supplement. See low estimate or denial.

Step 7: Payment

Many policies pay in two parts on replacement-cost policies: actual cash value first (the cost minus depreciation and the deductible), then the held-back depreciation after the work is done and you send the final invoice. Checks may be made out to you and your mortgage company. Ask how your insurer handles both. See ACV vs replacement cost.

Step 8: Hire carefully and sign a clear contract

Check the license, insurance and references, and read the contract. See how to check a roofer and storm chasers and roofing scams.

What does Tennessee law say about roofers and insurance claims?

Tennessee's residential roofing services law (Tenn. Code Ann. § 62-6-601 and following) says that before you sign, a roofer must give you in writing its mailing address, phone number, any contractor, home improvement, or public adjuster license numbers, a detailed description of the damage and repairs the contract covers, and a notice that you may cancel until midnight of the third business day after your insurer tells you in writing that all or part of the claim is not covered. If you cancel, payments other than for emergency repairs already done must be returned within 10 business days. Read Tenn. Code Ann. § 62-6-603.

Public adjusters, who represent the policyholder for a fee, must be licensed by the Tennessee Department of Commerce and Insurance. Ask for the license and confirm it before you sign.

Where can you get help?

The Tennessee Department of Commerce and Insurance answers consumer questions and takes complaints about insurers: 615-741-2241, www.tn.gov/commerce/insurance.html. This site is an information resource, not an insurer, adjuster, lawyer or contractor, and nothing here is insurance or legal advice.