A claim is stressful by definition — something went wrong, someone got hurt, or property was damaged. But the contractors who navigate claims well aren't calmer or luckier. They're more prepared. They know what to do in the first 24 hours, what not to do in the first conversation with the adjuster, and how to push back when the scope of loss doesn't match the actual damage. This guide walks through the full claims process — from incident to resolution — so you know what to expect and what decisions actually matter.
The First 24 Hours: Documentation Before Anything Else
Whatever happened — a worker fell, a truck hit something, a finished roof is leaking and the homeowner is calling — your first obligation is to secure the scene and document it before it changes. This is not a legal formality. It's the foundation of your entire claim.
For worker injury claims: If someone is injured, call emergency services first. Once the immediate medical situation is handled, photograph the scene exactly as it is before anything is moved, modified, or cleaned up. Get the names and contact information of every witness — employees and bystanders. Write down what happened in as much detail as you can recall, including exact time, location, conditions, and sequence of events. Ask the injured worker to provide a written statement if they are able.
For property damage claims: Photograph and video the full scope of damage — wide shots showing context, close shots showing the specific damage, and photos of every area the damage may have affected. If there's damage you can only see from above or at a specific angle, get that documented before the adjuster arrives.
Notify your carrier promptly. Most policies require prompt notice — typically within 24 to 72 hours of the incident or when you first learn of a claim. Late notice can complicate coverage. Call or log into your carrier's claims portal and report the incident even if you don't have all the facts yet. You can supplement the report with additional documentation afterward.
What NOT to Do in the Immediate Aftermath
The actions you avoid in the first few hours are just as important as the ones you take.
Do not admit fault. "I'm sorry this happened" is not the same as "We were negligent." Avoid any statement that concedes liability before the facts are investigated. This is true in conversations with the property owner, with the injured worker, and especially with any third-party attorney or representative. Statements made at the scene can be used against you in coverage disputes and litigation.
Do not start permanent repairs before the adjuster inspects. Emergency protective measures — tarping, boarding up, preventing additional water intrusion — are covered and often required to limit further damage. Permanent repairs before an adjuster has documented the damage can result in the carrier denying the cost of those repairs, or worse, questioning the original scope of damage.
Do not give a recorded statement without preparation. Carriers have the right to take recorded statements. You have the right to prepare for that statement and to have your broker or attorney present during it. Know what you're going to say before you say it on record.
Do not ignore the claim or delay notification. Hoping a minor incident doesn't escalate is not a claims strategy. Late reporting can give the carrier grounds to disclaim coverage on the basis of prejudice from the delay.
How to File: What the Process Looks Like
After notifying your carrier, they will assign a claims adjuster — either a staff adjuster employed by the carrier or an independent adjuster (IA) hired for the specific claim. The adjuster's job is to investigate the claim, determine coverage, and establish the scope of loss or the extent of the carrier's liability.
For a workers' comp claim, the carrier will contact the treating medical provider, review the injury report, and begin paying medical bills and lost wage benefits once the claim is accepted. They will also assign a nurse case manager on more serious injuries to coordinate care and work toward a return-to-work date.
For a GL or property damage claim, the adjuster will inspect the loss site, review your documentation, and produce a scope-of-loss estimate. On storm-damage roofing claims, this is the point where the claims process either goes smoothly or requires active management on your part.
Working with the Adjuster: What to Expect
Most insurance adjusters are professionals doing their job. Treat the relationship as a collaboration: provide everything they ask for promptly, ask clarifying questions when you don't understand something, and keep records of every communication — dates, what was discussed, what was requested, what was provided.
On roofing claims, be present for the inspection. Walk the adjuster through the damage. Point out everything — not just the obvious storm damage, but code-required replacements, related damage that isn't immediately visible, and areas of the structure that were affected by the event. An adjuster who inspects alone and then produces a scope is working from their own observations. Your knowledge of what was actually done and what actually needs to be done is relevant to the scope.
If the adjuster's scope comes back and it doesn't reflect all the damage or doesn't include required code items — this is normal, not unusual. See the next section.
Supplementing: The Normal Part of Storm-Damage Roofing Claims
On storm-damage roofing claims, initial adjuster scopes routinely underestimate the full cost of a code-compliant replacement. This is not fraud or bad faith — it's a structural feature of how estimates are produced. Adjusters work from software tools and general knowledge; roofing contractors work from detailed takeoffs and current material costs. The gap between those two perspectives is exactly what supplementing addresses.
Common items missing from initial scopes: drip edge replacement (required by code in most jurisdictions when shingles are replaced), ice and water shield at eaves (required in cold climates), new roofing felt or synthetic underlayment, replacement of deteriorated decking, new pipe boots and penetration flashings, code-required ventilation upgrades, and the cost of debris removal and haul-away.
To supplement effectively, produce a detailed line-item estimate with current material pricing, include photos documenting each item not in the original scope, and reference the specific building code or manufacturer installation requirement that mandates the line item. Submit this to the adjuster in writing and follow up within the timeframe they specify. Most carriers have formal supplement review processes and will process legitimate supplements.
Supplementing is legal, normal, and expected in the industry. Contractors who know how to supplement recover significantly more per storm-damage claim than those who accept the initial scope.
Timeline Expectations: How Long Does a Claim Take?
Simple GL or property claims with clear facts typically resolve within 30 to 90 days of the initial report. Workers' comp claims vary enormously — a minor soft-tissue injury with a quick return to work may close in 60 days, while a serious injury with surgery and rehabilitation can stay open for 12 to 24 months.
Storm-damage claims in high-volume events (after a major hail storm or hurricane) can take six months or longer to resolve, because carriers are processing hundreds of claims simultaneously and supplement negotiations take time. Stay organized, maintain your documentation file, and follow up in writing at regular intervals.
If your claim has been open for more than 60 days with no meaningful activity — no adjuster contact, no scope issued, no payment made — that's the point to contact your broker and ask them to facilitate communication with the carrier. A good broker has direct carrier relationships and can move stalled claims.
When to Hire a Public Adjuster
A public adjuster (PA) is a licensed professional who represents policyholders — not the insurance company — in claims negotiations. They review the scope of loss, identify missed or underpaid items, negotiate directly with the carrier, and are paid a percentage of the final settlement (typically 10–15%).
A PA makes financial sense on large, complex claims where the initial scope is significantly short of actual damage costs, where the carrier has denied coverage on a claim you believe is covered, or where there's a dispute about the cause of loss. On a commercial roof with a $300,000 initial scope and a $450,000 actual scope, a 15% PA fee is $67,500 — and your net recovery is still $82,500 more than you would have received without them.
For smaller claims or disputes, the PA fee may exceed the benefit. Many contractors handle routine supplement negotiations themselves with good documentation and persistence. The decision to hire a PA depends on the complexity of the dispute, the dollar amount at stake, and your own capacity to manage the process.
Your insurance broker can refer you to reputable public adjusters in your market and help you evaluate whether the engagement makes financial sense for a specific claim.
After the Claim: What Happens to Your Premium
Claims affect your premium in two ways: they may trigger a carrier surcharge at renewal, and on workers' comp, they feed into your experience mod calculation for three policy years. Neither of these is avoidable if a legitimate claim happened — but both can be managed.
Review your loss run after every claim closes. Verify that the amount paid and the claim status match your records. Errors in loss run data translate directly into mod errors. If a closed claim shows an open reserve, contact your carrier and ask them to close it.
At renewal, if your carrier is proposing a significant increase based on the claim, get competing quotes. A carrier who currently finds your account unattractive may not offer the best rate — another carrier who weights the claim differently might. A roofing-specialist broker can find that comparison quote for you.