Questions to ask the adjuster at your Triad roof inspection

North Carolina does not have a roofing law that bars contractors from negotiating claims the way South Carolina does, but in North Carolina only a licensed public adjuster (or an attorney) may represent you on the claim for a fee. Ask your roofer to document damage and attend the inspection, and keep the negotiation in your own hands or a licensed professional's.

Types of adjusters

Short answer: the adjuster sent by your insurer works for the insurer. A public adjuster works for you.

• Staff adjuster: employed by the insurance company.
• Independent adjuster: employed by a firm the insurer hires, often during busy storm seasons.
• Desk adjuster: reviews photos and estimates remotely.
• Public adjuster: licensed by the state, hired and paid by you. North Carolina public adjusters must be licensed by the NC Department of Insurance (G.S. 58, Article 33A). After a catastrophic incident declared by the President or the Governor, a public adjuster may not charge more than 10% of the settlement, and may not take any fee, retainer or deposit before the claim settles (G.S. 58-33A-60). According to the department's consumer guide, you can rescind a public adjuster contract in writing within three business days of signing, and if the insurer offers the full policy limits within 72 hours of the loss report, the adjuster cannot take a percentage commission.

Getting ready

• Be home and plan on an hour or more. Ask your roofer to come.
• Have printed photos, hail notes, any older roof photos and receipts.
• List everything damaged, including the heat pump, fence and shed.
• Know your deductible and have your claim number handy.

On the roof

Short answer: ask what they found on each slope, how they decided it was hail, and to show you examples.

On an older roof, the adjuster will be weighing hail against age. Ask how they told the difference, and ask for counts by slope if they used test squares. On slate, ask how broken pieces will be replaced and matched. Ask them to photograph the marks they counted.

About the estimate

Ask when the itemized estimate will arrive. Then ask about code items, steep and high charges on two-story homes, the waste factor, and whether overhead and profit is included if several trades are needed. Ask how depreciation was calculated and whether it is paid back after repairs. See reading your estimate.

What comes next

Ask who decides, when you will hear, how to send more information, and what to do if your roofer finds damaged decking during tear-off. Write down the answers.

Afterward

Send a brief email summarizing the visit. When the estimate arrives, compare it with your roofer's line by line. If you disagree, see options if the claim is denied or low.

Questions about trees and outbuildings

In the Triad, many storm claims involve limbs and trees as well as hail. Ask the adjuster to note every limb strike on the roof, which may need decking or rafter repair, and to inspect detached garages, workshops, sheds and fences, which are usually under Coverage B with their own limit. Ask how tree removal will be paid and what the limit is.

Questions that help later

• Which storm date are you assigning to this claim?
• Did you see damage from an earlier storm, and how will that be handled?
• Is anything else needed from me to finish the estimate?
• Do you need a sworn proof of loss, and by when?

When many Triad homes file at once

After a widespread hailstorm or downburst, insurers often bring in independent and catastrophe adjusters from out of state. Ask who they work for, how to reach them, and who at your insurer makes the decision. Some inspections are done by drone or from photos you upload. If you think a ground or photo review missed damage, ask for an in-person roof inspection in writing.

Signs the inspection was incomplete

• The adjuster did not get on the roof or use a drone, and there are only ground photos.
• Some slopes were not photographed.
• Soft metals like gutters and vents are not in the estimate after a hailstorm.
• Ceiling or wall damage you showed is missing.
• Damage is labeled wear or "pre-existing" without an explanation.

Notes after the visit

Write down the adjuster's name and company, the date and time, what areas they inspected, and what they said. Email a short summary to the adjuster the same day, so there's a written record if the estimate doesn't match what was said.

Your rights in North Carolina

North Carolina's unfair claim settlement practices law, G.S. 58-63-15(11), lists things insurers must not do as a general practice, including failing to act reasonably promptly on communications about claims, failing to affirm or deny coverage within a reasonable time after a proof of loss, and not attempting in good faith to settle claims promptly and fairly once liability is reasonably clear. If you are stuck, the NC Department of Insurance takes consumer complaints.