Start with a safe, useful record
Record when you discovered the damage and what you actually observed. Keep the reported storm date separate from the date you noticed a leak. Photograph the affected exterior and interior from safe locations; a contractor can inspect roof areas you cannot safely reach.
If water is entering, arrange safe temporary protection and keep receipts. Contact the insurer promptly about the loss and its instructions. Do not delay necessary safety measures while waiting for a routine inspection, and do not climb onto a damaged roof yourself.
Open the communication record
Ask your insurer or agent for a claim number, a named contact, required forms and the next expected step. Keep a brief dated log of calls and copies of written messages. Describe known conditions honestly; say when a cause or date is uncertain.
Ask about any notice, proof-of-loss and repair-completion requirements in your policy. These are different tasks with potentially different deadlines. A claim number confirms a reported claim, not that every item is covered or that a construction appointment is scheduled.
Understand the two inspections
The insurer-appointed adjuster gathers information for the insurer’s claim evaluation. A contractor looks at roof surfaces, adjoining details and practical repair needs. Useful construction records connect a photograph or measurement to a specific area and proposed operation.
Share access information and existing inspection records. If an area cannot be examined safely or a condition remains concealed, document that limitation. A visible stain alone does not identify its cause; roof leaks, condensation and other sources require assessment.
Read the estimate and coverage decision together
An estimate describes quantities, operations and costs. The insurer’s decision explains how it applies the policy. Compare the roof areas and work descriptions before focusing only on the final payment number. A difference may involve scope, price, valuation, a deductible or coverage.
Ask the insurer to explain its calculation and relevant policy wording. Arkansas claim-handling standards are now in 23 CAR Part 15, formerly Rule 43. The consumer-rights guide below distinguishes notification, properly executed proofs of loss and calendar versus working days.
Understand the amount you may need to fund
Your deductible is part of your responsibility for a covered loss. An ACV roof provision accounts for depreciation; RCV provisions may involve an initial payment and later consideration of recoverable depreciation. Endorsements may change roof terms even when other parts of the home have replacement-cost coverage.
Review the complete policy, not just an estimate heading. Ask which depreciation is recoverable, what records are required and what deadline applies. Do not assume all work in a contractor estimate will be paid by insurance. Separate optional improvements from the documented repair.
Explain construction differences with evidence
If measurements or necessary construction operations differ, ask the contractor to identify the location, quantity and reason. A useful additional-documentation package might show an existing flashing detail, the measured length and why disturbing adjacent materials affects the repair method.
The owner can provide relevant information through the insurer’s process. The insurer evaluates coverage and payment. Alden Stone can explain construction and provide factual records; it does not negotiate settlement or guarantee that an additional item will be accepted.
Plan the work, then preserve completion records
Before permanent work, clarify inspection/documentation requirements with the insurer and the construction agreement with your contractor. Define materials, access, anticipated scope and how changes will be discussed. Keep emergency mitigation separate from the planned permanent repair.
Retain invoices, construction changes, completion photographs and any payment records requested by the insurer. Where the policy provides recoverable depreciation, submit the required information within the applicable policy timeframe and ask the insurer to explain any remaining calculation.
Know where to take unresolved questions
Start with a clear written question to the insurer: identify the decision, the item or the policy wording you need explained, and attach relevant records. Ask which reconsideration process is available. Keep your construction questions separate from legal or coverage disputes.
Arkansas Insurance Department Consumer Services assists with insurance inquiries and complaints. Its official complaint page lists required information and notes that submissions may be public records. For legal interpretation, disputes or time-limit questions, consult an appropriately licensed attorney.
Explore the process / Select a step
Two tracks.
One property.
The insurer evaluates the policy. The contractor evaluates the construction. Steps may overlap or repeat; this is an educational sequence, not an insurer’s schedule.
01
Document the conditions
Begin with safety and a dated record. Photograph what you can reach safely; leave roof access and temporary roof protection to qualified professionals.
- Who is involved
- Property owner; emergency services when needed; contractor for safe construction observations.
- Useful records
- Date, overview and detail photographs, affected rooms and any emergency-work receipts.
- Alden Stone’s construction role
- Inspect visible construction conditions and organize a factual property record.
02
Notify your insurer
Report the loss through your insurer or agent. Describe what you know, identify uncertain details, and ask what your policy requires next.
- Who is involved
- Property owner and insurer or agent.
- Useful records
- Policy and claim numbers, date of loss, current contact details and insurer instructions.
- Alden Stone’s construction role
- Provide construction observations if requested. We do not open or negotiate a claim for you.
03
Separate the inspections
An insurer inspection supports its claim evaluation. A contractor inspection examines the property and the work that may be needed. They answer different questions.
- Who is involved
- Insurer-appointed adjuster and construction contractor, with the owner.
- Useful records
- Inspection notes, photographs, measurements and access arrangements.
- Alden Stone’s construction role
- Explain visible damage and practical construction needs; identify areas requiring further assessment.
04
Read the proposed scope
Compare locations, measurements and work descriptions. A construction estimate and an insurer estimate may use different descriptions or assumptions.
- Who is involved
- Owner, contractor and insurer-appointed adjuster.
- Useful records
- Itemized estimates, quantities, material descriptions and photographs tied to each question.
- Alden Stone’s construction role
- Explain construction operations and prepare additional factual documentation where useful.
05
Understand the decision
The insurer determines coverage under the policy and the facts. Ask it to explain any deductible, valuation, exclusion or limit used.
- Who is involved
- Owner and insurer; licensed legal counsel for legal questions.
- Useful records
- Written decision, relevant policy wording, endorsements and payment explanation.
- Alden Stone’s construction role
- Explain the proposed construction work. We do not interpret coverage or negotiate settlement.
06
Plan the construction
Agree on the contractor scope, access, materials and payment responsibilities before permanent work. Confirm insurer documentation requirements separately.
- Who is involved
- Owner and contractor; insurer for claim requirements.
- Useful records
- Written construction agreement, material choices, applicable permit requirements and schedule.
- Alden Stone’s construction role
- Coordinate a defined construction project. A consultation request is not a confirmed appointment.
07
Repair or replace
The agreed work proceeds. If previously hidden conditions become visible, document them and discuss the construction change before proceeding.
- Who is involved
- Contractor and owner; insurer if additional information is submitted.
- Useful records
- Progress photographs, condition records and any agreed construction change.
- Alden Stone’s construction role
- Execute or coordinate the construction scope and document observed conditions. Additional work does not guarantee additional insurance payment.
08
Keep the completion record
Retain invoices and completion photographs. Ask the insurer which records and deadlines apply if your policy provides recoverable depreciation.
- Who is involved
- Owner, contractor and insurer.
- Useful records
- Final invoice, proof of payment where requested, completion photographs and insurer correspondence.
- Alden Stone’s construction role
- Provide construction completion records. The insurer evaluates any further payment under the policy.