Insurance Process (Storm Damage)

1. Purpose

Define the end-to-end storm-damage process so every team member — sales, production, and office — runs the same play from first inspection to final invoice.

2. Scope

This SOP applies to every insurance-driven roof project initiated after a storm event (hail, wind, etc.). For homeowner-paid repairs, see the Internal Roof Repair Process. For escalating from spot repair to full replacement, see From Spot Repairs to Full Roof Replacement.

3. ProLine Stage Map

Move the job through these ProLine stages in order:

4. Step 1 — Inspection: Be the First on the Roof

SalespersonAfter a storm event, the first contractor on the roof usually wins the job.

• Knock doors and offer free inspections.
• Document damage in CompanyCam using the storm damage checklist template.
• Review the report with the homeowner on site.
• Enter the lead in ProLine if not already there.
• If sufficient damage is present, get the homeowner to sign the Contingency Agreement via ProLine.
• Move the job to Waiting to File Claim.

5. Step 2 — Filing the Claim

Salesperson / Insurance CoordinatorHelp the homeowner file with their carrier.

• Assist the homeowner in calling their carrier.
• Provide:
  • Date of loss
  • Description of damage
  • Policy information
• Record the claim number.
• Move the job to Waiting on Adjuster.

Waiting for Adjuster

• Stay in touch with the homeowner until the adjuster calls.
• When the appointment is scheduled, move the job to Adjuster Scheduled.
• Add the appointment to the ProLine calendar.

6. Step 3 — Adjuster Appointment: Be There & Be Prepared

SalespersonWalk the roof with the adjuster.

• Attend the meeting and walk with the adjuster.
• Use a scope sheet and collect field information.
• If approved:
  • Ask for all insurance paperwork.
  • Upload documents to ProLine or CompanyCam.
  • Double-check the scope and pricing.
• If not approved: move the job to Waiting for Approval.

7. Step 4 — Post-Approval Process

Once insurance paperwork is received, route based on whether supplements are needed.

No supplements needed

• Confirm scope and pricing.
• Sign the final restoration contract.
• Move the job to Approved.
• Proceed to material ordering, scheduling, and installation.

Supplements needed

• Upload all insurance paperwork to ProLine or CompanyCam.
• Move the job to Pre-Build Supplements.
• The in-house supplementing team or third-party partner begins the supplement.
• Once supplements are approved, sign the final restoration contract and move to Approved.
• Proceed to the build stage.

8. Step 5 — Build: Execution & Documentation

Production CoordinatorRun the build per the production playbook.

• Confirm shingle selection and collect the check.
• Schedule the crew and order materials.
• Document the build in CompanyCam, including:
  • Any missed damage
  • Hidden layers or issues
  • Supplement-worthy items
• Communicate expectations to the homeowner: noise, access, pets, cleanup, etc.

9. Step 6 — Final Invoicing & Post-Build Supplements

Office / Insurance CoordinatorClose the loop on every claim.

• After installation completes, review the job for post-build supplements.
• Submit any missed line items via the in-house team or third-party supplementer.
• Finalize the supplement process.
• Submit the final invoice to insurance.
• Notify the homeowner that the invoice has been sent.
• Collect final payment once depreciation and supplements are paid by insurance.

10. Key Takeaways

11. Related Documents

• Emergency Tarping & Temporary Repairs — storm-damage stabilization.
• From Spot Repairs to Full Roof Replacement — escalation path when repair won't work.
• Software Tools for Residential Roofing — ProLine, CompanyCam, TotalScope reference.

12. Revision History