Question answered
What does a loss adjuster look for on a roof claim?
The short answer
A loss adjuster looks for evidence that a storm caused the damage, signs that the roof was already worn or poorly maintained, and a clear cause for the leak. They compare the damage with what storms generally do, check photographs and dates, and read any roofer's report. Clear records and an unaltered roof make their job, and your claim, easier.
A loss adjuster is sent to decide what caused the damage and what it will cost to put right. On a roof, that comes down to evidence of a storm, the state of the roof beforehand and a clear account of the fault.
Evidence of an actual storm
The adjuster's opening question is simple: did a storm happen? The Financial Ombudsman Service sets out the test insurers lean on. There must have been a storm when the damage appeared, and what was damaged must match what storms generally do. It describes a storm as violent wind, normally with rain, hail or snow.
Which? adds that insurers often work from an industry definition of a storm that includes a gust threshold. So the date matters. Write down when you first noticed the problem, when the weather was at its worst and what you saw: tiles on the lawn, a ridge sitting crooked, a flashing hanging loose.
The adjuster may check weather records for your area against your date. Damage that lines up with a named gale helps. If you cannot say when it happened, or the week was calm, the question of cause is harder to answer. A dated photograph taken soon after is worth more than a long description written later.
Damage that fits the storm
Wind damage has a pattern. Tiles and ridge pieces lift and slide in a line, usually on the side facing the weather. Verge edges, hips and exposed corners are hit first. Debris lands in gardens and on cars. A loss adjuster looks at whether what they see on your roof fits that pattern.
They also weigh whether the weather did the harm or merely finished a roof that was going to fail. A tile that was already cracked, a ridge on crumbling mortar or a flashing that had been lifting for years can give way in a gale without the gale being the true cause. The 2014 revision of BS 5534 expects mechanical fixings on ridges and hips as well as mortar, so a ridge bedded on mortar alone that gives way may be put down to wear.
Our page on telling a gutter leak from a roof leak shows how the pattern of damp helps identify where the fault really is, which feeds the same judgement.
How the roof was looked after
Policies commonly exclude slow deterioration, and Which? offers a leak through a neglected roof as its wear-and-tear example. Expect questions about the roof's age, earlier repairs and any upkeep you can show, such as when the valleys were last cleared and whether anyone has looked at the flashings.
Keep what you have: invoices for past repairs, gutter clearing, a survey from when you bought the house. A record of care supports a claim for sudden damage. A record of known faults left alone weakens it, and so does a claim over a problem that an earlier report already flagged.
None of that rules out an older roof. A sound, well-kept roof of any age can be hit by a real storm. The adjuster wants the reason the roof failed, and age alone is not a reason. Moss, blocked valleys and open joints give them one, so those details get a close look.
A roofer's report that answers their questions
A report from a roofer is useful when it is specific. It should say what was found, where, what caused it and what repair is needed, with photographs tied to each point. A vague line such as 'storm damage to roof' tells the adjuster nothing they can use.
Our survey photographs the faults on the roof itself and traces the leak back to its start, whether that is a lifted flashing, a displaced ridge, a split valley or a slipped tile. After that we send the quote in writing, as one total. That report is a record of what we found on the roof, and your insurer makes its own decision.
It also helps to keep any materials taken off the roof until the adjuster has seen them, and to leave permanent repairs until the insurer has had its say. The roof tarpaulin page covers the temporary protection that is usually acceptable in the meantime.
What you can prepare before the visit
Gather the photographs you took of the damage and the inside of the house, the date and time you first noticed the problem, and any paperwork on the roof. Note where water came in, how much and for how long. Make a list of damaged contents or interior finishes as well.
Be present, or have someone there, and let the adjuster see the roof as it is. Ask what they need from you and by when, and ask them to say what they think caused the damage. You do not have to agree on the spot. If you disagree with the outcome, say so in writing to the insurer, and you can take it further through the insurer's complaints process and then to the Ombudsman.
The page on who fixes a leaking roof covers the order of calls, and preparing the roof for storm season sets out the checks that build the maintenance history an adjuster hopes to see.
More on urgent work is on our emergency roof repairs page.
Adjuster visits, two more questions
Does the loss adjuster work for me or for the insurer?
They are usually appointed by the insurer to assess the claim, so treat the visit as part of the insurer's process. You are entitled to ask questions, to give your own evidence and to disagree. Keep copies of everything you send and note the names of the people you speak to.
Can I get a roofer's quote before the adjuster comes?
Yes, and it helps to know the likely cost. A survey with photographs of the damage is a useful record, but leave the lasting fix until your insurer gives the nod. Making the roof safe in the meantime is normal, and you should keep receipts for that temporary work.
Tell us about your roof
Describe what is happening and we will call you back to arrange a visit.
- Photographs of what we find
- A written quote with one total price
- Or call 01903 299063
10-year workmanship guarantee, in writing.