Most Tennessee homeowners go their entire ownership experience without filing a major property insurance claim. Then a hail event hits, a tree falls, a windstorm peels off sections of the roof — and suddenly you're navigating a process you've never done before, under time pressure, with a contractor you just met telling you what to do.
This guide walks you through the process from the beginning, with the information you need to advocate for yourself.
First: Understand Your Policy Before You Need It
The time to understand your homeowner's insurance policy is before you file a claim, not after. If you haven't read your policy's property damage section recently, pull it up now and look for:
Roof coverage type: Policies cover roofs in two different ways:
- Actual Cash Value (ACV): Pays the current depreciated value of your roof. If your 15-year-old roof would have cost $12,000 to replace when new, the ACV might be $4,800 (60% depreciated). You pay the rest.
- Replacement Cost Value (RCV): Pays the full cost of replacement with like materials, minus your deductible. This is the coverage you want. RCV policies often withhold a "recoverable depreciation" payment until the work is completed and documented.
Deductible: The amount you pay out of pocket. Standard deductibles range from $1,000–$2,500. Some policies have a separate wind/hail deductible equal to 1–2% of insured value. Know your number.
Covered perils: Hail and wind damage are typically covered as "named perils." Age-related wear and maintenance issues are not. "Sudden and accidental" damage from a storm? Covered. Roof that's been slowly deteriorating for 15 years? Not covered.
Claim filing window: Tennessee law provides certain protections, but your policy may have specific deadlines. Most policies require claims to be filed "promptly" — and some specify one year from the date of loss. Document storm dates and file without unnecessary delay.
Step 1: Get a Professional Inspection Before Filing
This is the most important piece of advice in this article. Before you call your insurance company, call a qualified roofing contractor for a damage assessment.
Why this matters: When you call your insurer first, the clock starts. An adjuster is assigned. They may show up within days. If you're not prepared — with your own documentation, your own scope, your own estimate — you're at a disadvantage when that adjuster walks the roof.
When TVE inspects your roof before your adjuster visit:
- We document all damage to industry standards (photos, measurements, impact counts per section)
- We can provide a written contractor estimate to give the adjuster an independent reference point
- We can meet the adjuster on-site to ensure all damage areas are walked together
- If the adjuster's initial scope is incomplete, we can help you request a re-inspection
TVE provides free storm damage inspections throughout Chattanooga and our service area. Call 423-762-7728 after any major storm event — we'll get to you quickly.
Step 2: Document Everything Yourself
Before the adjuster comes — or even before you call TVE — document what you can safely see and access:
Interior documentation:
- Any ceiling stains, water marks, or active drips (photograph with date stamp)
- Attic moisture or visible daylight (if you can safely access the attic)
- Any belongings damaged by water intrusion
Exterior documentation (from the ground or from a ladder at ground level only — do not go on the roof yourself):
- Missing or visibly damaged shingles
- Gutter damage — dents from hail are often clearly visible from the ground
- HVAC condenser dents (golf ball to softball hail dents aluminum fins clearly)
- Any impact marks on windowsills, trim, or painted surfaces
- Neighboring properties — if your neighbors' properties show visible storm damage, document that too. It helps establish that a weather event occurred in your location.
Save all of this in a folder with the storm date noted. This documentation belongs to you.
Step 3: File the Claim
Once you have documentation, file with your insurer. Options:
- Online through your insurer's policyholder portal (fastest)
- By phone to the claims line (staff available 24/7 for major carriers)
- Through your local insurance agent
What to have ready:
- Policy number
- Date of loss (storm date, not discovery date)
- Brief description of damage (roof and any interior)
- Your contractor's initial inspection report if you have it
One thing to NOT do: Tell your insurer the damage is from "years of wear" or "previous storms." Even if you're uncertain whether the current damage is new or old, let the adjuster and your contractor assess that. If you attribute damage to excluded causes at the time of filing, it's harder to revisit later.
Step 4: The Adjuster Visit
Your insurer will assign either a staff adjuster (employee of the insurance company) or an independent adjuster (IA — a contractor paid per claim) to assess your property.
Typical timeline: 3–14 days from claim filing to adjuster visit, depending on catastrophe volume. After a major regional storm event, this can extend to 3–6 weeks.
Be present: Be home for the adjuster visit if at all possible. Walk the property with the adjuster. Ask what they're documenting and whether they plan to access the roof.
Have your contractor present: TVE can be on-site during the adjuster's visit for any customer whose claim we documented. This single step improves claim outcomes significantly — we can point out damage areas, provide context, and advocate for complete documentation.
What adjusters look for in hail damage: Circular impact points where granules have been knocked away, concentrated in storm-consistent patterns (hits from a consistent direction, concentrated on the windward slope). They also look at gutters, flashings, HVAC units, and window screens for corroborating evidence of hail size and intensity.
Step 5: Review the Adjuster's Scope
Your insurer will provide an estimate of damages — the "scope" — that defines what they'll pay to repair. Review it carefully.
Common issues with initial scopes:
- Missing damaged components (gutters damaged but not listed, flashing replacement not included)
- Material pricing that doesn't reflect current market costs
- Depreciation calculations that seem inconsistent with your roof's actual age/condition
- Missing O&P (overhead and profit for the general contractor)
If you believe the scope is incomplete, you have options:
Request a re-inspection: Ask your insurer to send someone back out, this time with your contractor present. This resolves most scope disagreements.
File a supplemental claim: If additional damage is identified after the initial scope (common when tear-off reveals deck damage that wasn't visible), your contractor can document it and request a supplement payment.
Invoke the appraisal process: Most homeowner policies include an appraisal clause — a binding process where both parties hire independent appraisers and a neutral umpire resolves disagreements. This is for significant disputes, not minor adjustments.
Hire a public adjuster: A licensed public adjuster represents your interests in the claims process, for a fee (typically 10–15% of the claim). Worthwhile for complex or disputed claims where the difference between low and accurate scope is significant.
Step 6: Understand Your Payment Structure
For RCV policies, payment typically comes in two stages:
Initial payment (ACV): You receive a check minus your deductible for the current depreciated value of the damaged components. You can often begin work and order materials with this payment.
Recoverable depreciation: The insurer holds back the depreciation amount until the work is completed and you submit completion documentation (contractor invoice, before/after photos, permit close-out if applicable). Once submitted, you receive the held depreciation — typically within 30–60 days.
Mortgage endorsement: If you have a mortgage, your insurer may name the mortgage lender as a co-payee on the claim check. You'll need to work with your lender to endorse and release the funds. TVE's office handles this regularly — it's a standard process, just a step that adds a few days.
Common Mistakes to Avoid
Waiting until a leak develops: By then, the claim is harder. File promptly after storm events.
Signing with a contractor who guarantees your deductible will be waived: Tennessee law (T.C.A. 56-7-120) prohibits contractors from waiving or absorbing insurance deductibles as an inducement. This is a red flag — legitimate contractors don't do it.
Accepting storm chaser lowball repairs: After major events, out-of-town operators offer below-market repairs. These contractors are often gone within 6 months — before any workmanship issues manifest.
Misrepresenting the damage cause: If you claim storm damage for a roof that's failing from age, that's insurance fraud. TVE won't participate in this, and it's not worth the consequences.
Getting TVE's Help
TVE assists Chattanooga-area homeowners through the entire insurance claim process at no additional charge as part of our storm damage service. We inspect, document, provide the estimate, meet the adjuster, and handle the supplemental process when needed.
Request a free storm damage inspection → or call 423-762-7728.
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