Repair options vary from material to material, in both visual and mechanical criteria. Knowing the name of a material is not always enough, as manufacturers often make visual changes without making name changes. Further complicating matters is the fact that products can vary from lot to lot, not to mention that damaged materials weather differently depending on the direction they face. Material identification is the key to unlocking the puzzle of whether siding or roofing can be repaired.

Many adjusters hold the opinion that their insurance policies do not provide coverage for matching materials, but only to repair the damaged portion. However, when shown examples of the best possible match for an unusual or discontinued material, the adjuster and insured often find that using the closest current material would create a gross mismatch. In order to solve this repair dilemma, insurance adjusters need to understand all of the possible repair options to properly estimate the amount of material needed for each damaged portion and to properly calculate the repair costs.

When siding or roofing claims occurs, adjusters have few paths available for handling a claim while still providing quick and consistent service. Claims lacking a thorough identification report might be settled for the damaged portion only, by the piece, side or slope (assuming the siding or roofing can be similarly matched), or the adjuster can predict that the material is discontinued and unmatchable and replace the entire structure through reroofing or rewrapping.

Another option is to make the extra effort and continue to search for a replacement for the damaged material. Unfortunately, this option also means expending time and effort with no guarantee of a resolution because of the sheer number of material manufacturers and distributors in the market. This is usually not a cost-effective option for resolution due to the time-sensitive manner of the settlement and the caseload carried by today's adjuster.

Research about siding and roofing products cannot be conducted by phone because the materials must be visually identified and compared. The alternative is to drive from distributor to distributor with a sample in hand. However, the problem with this option — other than the amount of time it would require — is that not all manufacturers have distributors within driving distance of a needed repair. In addition, not all counter sales personnel are completely familiar with their own product lines beyond the items routinely kept in stock.

Locating vintage roofing tile/slate or remaining stock of a discontinued siding material can also be time-consuming, but this usually is the best matching option for repair.

Alternative Action

All of these possible alternatives can create a confusing maze of factors affecting damage repair settlements. Therefore, the adjuster researching reparability on his own can also contact an expert. There are a few varieties of experts. Contractors, builders, or distributor contacts are capable. However, each of these parties has a personal stake in the resolution of the claim. If the material is unmatchable or unavailable, then they stand to gain by selling or installing additional replacement materials.

An unbiased, impartial expert is an identification consultant who can confirm the identity of a material in question and provide options for completing a repair. This alternative removes the bias in the resolution of the claim by using a source who only provides information about the material and its reparability, without having an actual stake in the repair.

Identification companies and consultants charge a fee, and should provide the following information:

• Identification of all types of roofing and siding.
• The name of the manufacturer, series, and color.
• Measurements and any other differences between the material submitted and the same material as currently offered or sold.
• Known remaining stock or vintage materials that could be used for repair.
• Materials currently in production that could be an option for repair and the difference/similarities to each other.
• Local contacts for retailers or distributors that carry the materials needed for repairs.
• Visual comparisons of the material in question to the material offered for repair, using video technology or sample rental systems.

This information can be presented in a variety of ways, but it should be easily added to the claim file for settlement and reference documentation. Material identification should be provided in a timely manner. However, keep in mind that locating remaining or vintage material may take additional time and resources that not every consultant is able to offer. Material identification reports provide claim settlement consistency, file documentation, good customer service, and faster settlement cycles.

Siding and roofing identification experts may offer additional services that aid in the customer service aspect of your determination, especially in the visual comparison of materials. While all consultants should offer a local supplier from which to obtain the materials, it is also helpful to have them obtain a sample of the suggested material for on-site comparison. A few identification services offer sample rentals, links to video files of visual side-by-side comparisons, or even graphical representations of similarities or differences. All of these tools help with the most difficult aspect of repair: the visual comparison of similar repair materials.

Customers First

Insureds want the repair to go unnoticed and to blend seamlessly with the existing exterior of the home. Unfortunately, there are few perfect matches for exterior materials that have been installed for more than two years. The goal is compromise. Insurers must provide a fair resolution that is acceptable to the insured while following its own policy language and regional settlement mandates.

Obtaining file documentation on damaged roofing and siding materials from an unbiased source keeps the discussion based on factual information, not hearsay or speculation. Many times, an adjuster is told that a siding or roofing material is “discontinued,” when what is really meant is, “I don't know what this material is, so it must be discontinued.” Reports replace assumptions with facts.

Knowing all of the options to handle reparability issues allows claim adjusters to apply policy language and regional settlement mandates to the homeowner's insurance claims. Most states give latitude under like, kind, and quality; others do not. A recent ruling in Minnesota, for example, requires repair with a material that is reasonably similar to the original, without effects of weathering. This places much of the burden of determining reparability on the adjuster. Knowing specifics about the material — weight/gauge, profile, size, and color — is the key to providing good customer service and establishing a quick, fair, and consistent claim determination.

Damage reparability requires product identification answers before an adjuster can determine their settlement options. Adjuster assumptions that a material is either available and repairable or discontinued and therefore settled for complete replacement, have a large impact on indemnity dollars spent and on customer retention. Knowing the key factors in the identification of the material in question allows the adjuster to review settlement options and accurately determine the dollar amount for repair. Material identification consultants and companies can help by providing a service that upholds both file accuracy and claim consistency.

Chris Miller is vice president of development for Siding Match and Roofing Match, companies that provide identification and repair options for siding and roofing materials. He may be reached at 888-936-8424, [email protected], www.sidingmatch.com.