When you file a roof insurance claim, several people are involved:
- The homeowner.
- An insurance adjuster.
- A roofer.
- A public adjuster, if the claim becomes difficult.
These people have different responsibilities.
The homeowner starts the claim and makes the decisions that belong to the policyholder. The insurance company and its adjuster evaluate the loss under the policy. The roofer determines what the construction project requires, completes the authorized work, and photographs many of the same areas. A public adjuster, if one is hired, represents the policyholder during the claim.
Remi works in the roofing lane. We can document roof conditions, prepare a construction scope and quote, explain the roofing work, coordinate the project, and complete the roof replacement. While in our lane, Remi does not cross into other people’s responsibilities. For instance, we do not decide whether the insurance policy covers the loss, nor do we act as the homeowner’s public adjuster.
Roof insurance claim roles at a glance
| Participant | Who they work for | What they handle | What they do not decide |
|---|---|---|---|
| Homeowner | The policyholder | Reporting the loss, sharing records, choosing a contractor, authorizing work, and tracking the claim | The insurance company’s coverage decision |
| Insurance adjuster | The insurance company | Inspecting the loss, reviewing documentation, applying the policy on the insurer’s behalf, and preparing or explaining the insurer’s estimate | The roofer’s construction methods or the homeowner’s contractor choice |
| Remi or another roofer | The homeowner under a roofing contract | Assessing roof conditions, preparing the construction scope and quote, explaining technical roofing process, completing the work, and providing closeout documents | Insurance coverage, claim payment, or policy interpretation on the homeowner’s behalf |
| Public adjuster | The policyholder who hires them | Documenting and appraising the claim, reviewing the policy, and representing the homeowner in claim discussions | The insurer’s final decision or the roofing contractor’s construction work |
Many have been confused between an insurer’s estimate and a roofer’s proposal. An important distinction between the two is that they answer different questions. The insurer’s estimate describes the damage and work it is considering under the policy. The roofer’s proposal describes the construction required and the price for performing it. There may be differences between the documents, but a difference does not automatically indicate that either party made a mistake.
The Texas Department of Insurance offers a useful visual explanation of those roles. Its home-repair segment begins around 9:15 and shows how a contractor can document additional physical damage for the insurer to consider while the insurer retains the coverage decision. The claim deadlines and other state-specific rules mentioned in the video apply to Texas, so homeowners elsewhere should confirm requirements with their own insurer or state insurance department.
The homeowner starts the claim and controls the major choices
The homeowner or policyholder is usually the first person to act. Start by documenting what you can safely observe, reporting the loss according to the policy, and asking the insurer what information it needs. Keep the claim number, photographs, estimates, receipts, emails, and notes from conversations in one place.
Be safe and photograph visible conditions from the ground and let qualified professionals inspect the roof itself. If the damage followed a recent storm, Remi’s 72-hour plan for roof and solar damage explains how to document the property and prepare for the next conversation.
The homeowner also chooses whom to hire for the roofing work and signs the construction contract. Before authorizing work, make sure the proposal identifies the roof areas, materials, accessories, permits, cleanup, warranties, price, and how changes will be handled. Remember that an insurance payment or estimate is not considered a roofing contract.
When a homeowner first contacts Remi, an onsite inspection may or may not occur. Our team begins by gathering the basic storm and property details. We ask about the roof’s age, known leaks, previous repairs, and whether solar panels are installed. The property, location, and stage of the claim help determine what happens next.
You can request a Remi roof quote before filing a claim, while the insurer is reviewing it, or after receiving an insurance estimate. Contacting Remi does not transfer control of the claim. The homeowner remains responsible for communications and decisions that belong to the policyholder unless a properly authorized representative has been hired.
The insurance adjuster evaluates the loss for the insurer
After a claim is reported, the insurance company may assign one of its employees or an independent adjuster to inspect the damage. The word “independent” can be misleading in this setting. An independent adjuster is an outside professional hired by the insurance company, not a representative hired by the homeowner.
The assigned adjuster gathers information for the insurer. That can include inspecting the property, reviewing photographs and estimates, checking the policy’s deductible and limits, and preparing the insurer’s estimate. The insurance company then communicates its coverage and payment decisions.
The National Association of Insurance Commissioners’ Consumer Guide to Home Insurance (opens in a new tab) recommends cooperating with the investigation, keeping notes from conversations, and asking the contractor to meet with the homeowner and adjuster when that would help clarify the damage.
An adjuster’s inspection is part of the insurance process, not the final construction plan. Roof components can be measured or described differently, and some conditions may not be visible until the old roofing is removed. Ask the insurer how it wants additional photographs, estimates, or later-discovered conditions submitted.
The roofer scopes and completes the construction work
A roofer approaches the property from a different direction. The roofing assessment should identify the roof’s condition and translate it into an actionable construction scope. That may include measurements, materials, flashing, vents, underlayment, disposal, permits, solar coordination, and other project requirements.
The roofer can explain why an item is needed and what it will take to complete the work. When the insurer allows it and the schedule permits, a contractor may also attend the adjuster’s inspection or answer technical questions about its estimate.
State rules determine how far a contractor may go in claim discussions. Texas, for example, permits contractors to provide estimates and discuss technical information with an insurer or adjuster, while prohibiting a contractor from acting as the public adjuster on a property where it may perform the work. Homeowners should check their own state insurance department since licensing and representation rules vary.
For your benefit and for ours, Remi keeps that boundary clear. We help with the roofing side of the claim. We let the other responsible parties do their job. For example, we do not tell the homeowner what the policy covers. We do not promise that an insurer will approve particular work. And we do not negotiate as the homeowner’s public adjuster. This enables us to do what we do best.
Where Remi fits when the two scopes are different
When you are reviewing the insurer’s scope and the roofing proposal, it is common to notice differences. They can be organized differently. Place the documents side by side and compare the work they describe.
Check the roof measurements, damaged areas, shingle or roofing material, underlayment, flashing, vents, gutters, disposal, permits, and any solar-related work. Avoid comparing only the totals between the two documents since you might miss the actual issue. Ask Remi to explain construction differences in plain language. Ask the insurer to explain its coverage decision and the process for providing additional documentation.
The same division of responsibility applies if the crew discovers damaged decking after removing the old roof. The roofer documents the condition and explains the construction response. If the homeowner believes the newly visible damage is related to the claim, the insurer should be asked what documentation it requires before claim-related payment is assumed.
Some insurers and contractors use the word “supplement” for additional claim documentation or a request to consider work or costs that were not included in an earlier estimate. Keep in mind that a supplement is not an automatic approval. The insurer will make the claim decision and review it under the policy.
On top of that they helped us dealing with our insurance company which had questions about the work and was about to cancel the policy.
This homeowner’s experience does not mean Remi determines coverage or represents homeowners as a public adjuster. Claim decisions remain with the insurer.
For a closer look at how these handoffs affect the schedule, read Remi’s insurance roof-replacement timeline.
A public adjuster is an optional representative for the homeowner
A public adjuster is different from both the insurer’s adjuster and the roofer. The homeowner hires and pays the public adjuster to assist with the claim and represent the policyholder in discussions with the insurer.
According to the NAIC’s Public Adjuster Consumer Outreach Notice (opens in a new tab), a public adjuster may document and appraise damage, prepare an estimate, review the policy, organize claim materials, and negotiate with the insurance company. Many homeowners handle their claims directly with the insurer and never hire one.
Not every state allows public adjusters. Where they are permitted, laws governing licenses, contracts, fees, and cancellation rights still vary. Before hiring one, verify the license with the state insurance department, understand exactly which services are included, and read how the fee will be calculated. A public adjuster is not a government employee and does not replace an attorney when legal advice is needed.
Hiring a public adjuster also does not change Remi’s role. The public adjuster handles the homeowner’s claim representation. Remi remains responsible for the roofing assessment, construction proposal, authorized roof work, and project closeout.
After the claim decision, Remi moves the roofing project forward
An insurance decision clears only the insurance portion of the project. Before installation, Remi still needs to confirm the construction scope, contract, materials, permits, property access, and schedule. If solar panels are present, panel removal, storage, roof work, reinstallation, and testing need to be coordinated before the roof date is treated as firm. Remi’s roofing and solar service explains how those stages fit together.
Once work is scheduled, Remi keeps you updated every step of the way with text messaging. Automated messages provide reminders the day before and the day of the project. Homeowners are told promptly if the start date changes. Each worksite has one account manager responsible for the relationship. The team’s expectation is that a homeowner should not go more than about 48 hours without an update while an active issue or schedule question is being worked through.
The insurance company’s estimate and Remi’s construction contract also remain separate documents. Remi’s guaranteed price explains the pricing commitment and the contract terms that apply to eligible projects. That commitment governs the roofing agreement. It does not expand the insurance policy or determine what the insurer will pay.
Completion has its own handoff
Remi does not consider a roofing project complete simply because the shingles have been installed. The roof work must be finished with quality workmanship. Debris has to be removed, the property swept with magnets for nails, and the gutters and downspouts cleared or reattached as required. Completion photographs are uploaded and quality checked. Any required permit or final inspection must also be passed.
Where applicable, closeout includes a walkthrough or homeowner confirmation and the remaining completion paperwork. The insurer may request some of those records, such as the final invoice, photographs, or inspection result, before it reviews a final payment or recoverable depreciation. The insurer controls that payment process.
If a homeowner reports a concern after installation, Remi first acknowledges it and gathers the property address, description, photographs, and availability. The team determines whether the concern involves workmanship, property damage, a leak, a material issue, or a later storm or event. A possible installation or project-damage issue is escalated to operations with the available photo evidence. Remi then coordinates the appropriate contractor or roofing expert, schedules a return visit when needed, documents any corrective work, and closes the issue after confirming the homeowner is satisfied.
Questions to ask so that responsibility stays clear
Ask the insurance adjuster who owns the next claim decision, what document is still needed, where it should be sent, and when you should follow up.
Ask Remi what the construction scope includes, what remains open before scheduling, and which completion documents you will receive.
If a public adjuster is being considered, ask which claim services the contract covers, how the fee works, whether the license is current, and how communications with the insurer will be handled. You should be able to identify one owner for every open item.
Frequently asked questions
A roofer may be able to provide an estimate, photographs, measurements, and technical construction information or attend an inspection when the insurer permits it. The roofer should not be presented as the person deciding coverage or representing the homeowner in matters that require a public adjuster license. State rules vary.
No. In this context, an independent adjuster is hired by the insurance company to handle some or all of its claim investigation. A public adjuster is the separately hired professional who represents the policyholder.
Not necessarily. Many homeowners work directly with the insurance company and roofing contractor. A homeowner who is considering a public adjuster should compare the expected assistance with the fee and verify the adjuster’s license and contract requirements through the state insurance department.
The insurance company makes the coverage and payment decision under the policy. The roofer determines what work it recommends and what that construction will cost. The homeowner decides whether to sign a roofing contract and authorize the work.
Yes. Remi can provide a roof quote at any point in the claim process. The quote describes the roofing project and price. It does not guarantee that the insurer will cover the work or pay the same amount.
Get a clear roofing scope at any stage of the claim
If you need a roof assessment or quote, Remi can help you understand the construction side of the project and what must happen before installation. Request a roof quote from Remi.
Sources
- 01National Association of Insurance Commissioners: A Consumer’s Guide to Home Insurance (opens in a new tab)
- 02National Association of Insurance Commissioners: Public Adjuster Consumer Outreach Notice (opens in a new tab)
- 03National Association of Insurance Commissioners: What You Should Know About Settling a Homeowners Insurance Claim (opens in a new tab)
- 04Texas Department of Insurance: Roofing and insurance, know the law (opens in a new tab)
- 05Texas Department of Insurance: How to file an insurance claim (opens in a new tab)
- 06Remi insurance, roofing, and solar FAQ
- 07Remi roof replacement process
