What should you ask the adjuster at your Knoxville roof inspection?

Tennessee's matching rule is a useful question at the inspection: if the adjuster proposes a partial repair, ask how the replaced shingles or panels will give a reasonably uniform appearance with the rest of the roof.

Who is the adjuster?

Short answer: the adjuster your insurer sends works for the insurer. A licensed public adjuster you hire works for you.

• Staff adjuster: an insurance company employee.
• Independent adjuster: works for an outside firm the insurer hires.
• Desk adjuster: reviews photos and estimates from the office.
• Public adjuster: hired by you. Tennessee public adjusters must be licensed under the Tennessee Public Adjuster Licensing Act. For personal (non-commercial) claims, a public adjuster hired before the insurer makes a settlement offer may charge no more than 15% of the settlement; one hired after an offer may charge no more than 25% of the increase over the insurer's last offer (Tenn. Code Ann. § 56-6-913). No fee, retainer or deposit may be taken before the claim settles. You can rescind the contract in writing within three business days of signing (§ 56-6-914), and if the insurer pays or commits to pay the policy limit within 72 hours of the loss report, the adjuster cannot take a percentage commission.

Preparing

• Plan to be there and ask your roofer to come.
• Have your photos, hail notes, older roof photos and receipts printed.
• List all damage, including barns, carports and fences.
• Know your deductible and claim number.

On the roof

Short answer: ask for findings by slope and how they decided each mark was hail.

Steep foothill roofs and cabins may be inspected by drone or from a ladder; ask how the whole roof was covered. On metal roofs, ask how they separated hail dents from oil canning and whether fasteners were checked. On slate, ask how broken slates will be replaced and matched.

Matching under Tennessee rules

Tennessee's claim settlement rules (Tenn. Comp. R. & Regs. 0780-01-05-.10(1)(b)) say that when a loss requires replacing items and the replacements do not match in quality, color or size, the insurer shall replace items so as to conform to a reasonably uniform appearance, according to the applicable policy provisions. The department has said this applies to replacement, not repair. Ask the adjuster how it applies to your roof and siding, and get the answer in writing. If the adjuster proposes replacing only some shingles or panels, ask how the result will look uniform and get the answer in writing.

The estimate

Ask when the itemized estimate will arrive and whether it includes steep and high charges, access costs, code items, waste and overhead and profit if needed. Ask how depreciation was figured. See reading your estimate.

Next steps

Ask who decides, when, how to send more information, and how supplements work if your roofer finds damaged decking. Write the answers down and confirm by email.

If you disagree

Compare the estimate with your roofer's line by line, and see options if the claim is denied or low. Keep the suit limitation clause in mind.

Questions about outbuildings and fences

Barns, detached garages, carports, sheds and fences usually fall under Coverage B, other structures, with its own limit. Ask the adjuster to inspect each one, especially metal roofs on outbuildings, and to list them separately in the estimate.

If the adjuster inspects by drone or from photos

On steep foothill homes, an adjuster may use a drone, a ladder-mounted camera or photos from your roofer. Ask which slopes were inspected, at what resolution, and whether anyone checked the roof surface by hand. If a slope was not inspected, ask for it to be added.

Questions that help later

• Which storm date are you using for this claim?
• Did you find damage from any earlier storm, and how is that treated?
• Is there anything you need from me to finish the estimate?
• When does the insurer consider the settlement period over? (In Tennessee, this can affect when the suit clock starts.)

After a big East Tennessee storm

When a hailstorm or wind event causes thousands of claims, insurers often add independent and catastrophe adjusters from other states. Ask who they work for, how to contact them, and who at the insurer makes the final decision. If they're not familiar with metal roofs, slate or steep cabin roofs, ask whether a specialist or engineer will review the damage.

Signs something was missed

• No one went on the roof or flew a drone.
• Some slopes have no photos.
• Gutters, vents and other soft metals aren't on the estimate after hail.
• Interior damage you pointed out isn't listed.
• Damage is called wear with no explanation.

Write it down

Record the adjuster's name, company, the date and what they inspected and said. Email a short summary the same day. If the claim drags on, those notes help with a complaint or appraisal, and with tracking the one-year suit clause.