How should an adjuster treat all claimants on a roof claim?

The phrase comes from adjuster licensing courses, but it matters to homeowners because it describes what you are entitled to expect. Fair treatment does not mean the adjuster takes your side. It means the same honest process for every claimant, whether the roof is new or twenty years old, whether you are calm or upset, and whether a contractor is standing in the driveway or not.

What fair treatment looks like on a roof claim

• Prompt contact. Your calls, emails and documents get acknowledged within a reasonable time.
• A real investigation. Someone actually inspects the roof, or explains why not and offers another method, before a decision is made. Refusing to pay without a reasonable investigation is on the statute's list of unfair practices.
• Honest policy explanations. The adjuster should not misstate what your policy covers, such as calling a covered peril excluded.
• Written reasons. If the claim is denied or paid only in part, you should get a reasonable explanation of why.
• No lowball pressure. Offering far less than the loss is worth, so that a lawsuit becomes the only way to be paid, is also on the list.

What to do if you are not treated fairly

Keep a dated log of calls and requests, ask for every decision in writing, and request the full estimate and photo report. If the process stalls, ask for a supervisor or a reinspection. The Georgia Office of Insurance and Safety Fire Commissioner enforces the claims practices law, so a consumer complaint is the next step. A separate statute, O.C.G.A. 33-4-6, lets a policyholder seek a bad faith penalty when a covered loss goes unpaid after a proper demand.

Fairness runs both ways. Report damage promptly, give the adjuster access to the roof and attic, and keep your account of the storm accurate.