Working with Your Adjuster: 10 Questions to Ask

Quick Answer: The adjuster works for the insurance carrier, not for you. Ask 10 specific questions during the site visit: scope inclusions, scope exclusions, line-item pricing, depreciation schedule, deductible amount, code upgrade coverage, supplemental claim procedure, scope acceptance deadline, payment timeline, and contractor selection rights. Have your Calgary roofer present at the meeting whenever possible.

The adjuster site visit is the single highest-leverage moment in a Calgary roof claim. Decisions made or missed during that hour often determine settlement within $5,000 to $15,000. Most homeowners enter the meeting unprepared and discover months later that questions they didn't ask would have changed their payout. This article gives you the 10 questions that protect your position and how to read the answers.

At a Glance

Quick Facts:

• Adjuster works for: The insurance carrier, not you

• Recommended attendee: Your HAAG-certified roofer

• Standard meeting length: 60 to 90 minutes

• Common scope-miss rate without contractor present: 15% to 30%

• Scope acceptance window: Often 30 to 60 days

• Right to second opinion: Yes, in every Alberta policy

Question 1: What's Included in Your Scope and Estimate?

The adjuster's scope is a line-item list of what the carrier will pay for.

What to listen for:

• Roof replacement vs repair recommendation

• Materials specified (shingle type, underlayment, flashing)

• Labour hours

• Disposal fees

• Permit fees

• Code upgrade items

Request a written copy of the scope and estimate before the adjuster leaves. Most carriers can email it within 24 to 48 hours. Don't rely on verbal scope descriptions.

Question 2: What Was Excluded From the Scope and Why?

Exclusions are where disputes start.

Common exclusions to ask about:

• Ridge cap shingles

• Vent boots

• Skylight flashing

• Drip edge replacement

• Ice and water shield

• Step flashing at chimneys and walls

If the adjuster excluded items your roofer documented as damaged, ask for the specific reason. Get the reason in writing. This becomes your supplemental claim basis.

Question 3: What's the Line-Item Pricing for Materials and Labour?

Carrier scopes often use software-generated unit pricing. Ask for the line-item rates.

What to compare against:

• Current Calgary market rates for the same materials

• Your contractor's itemized estimate

• The IKO/GAF/Owens Corning suggested retail (if listed in the scope)

If carrier line-items are below Calgary market rates by more than 10% to 15%, your contractor can submit a pricing supplement. This is one of the most common scope disputes.

Question 4: How Was Depreciation Calculated?

For ACV settlements or RCV first-payments, depreciation math matters.

Ask:

• What depreciation percentage was applied

• What roof age was used in the calculation

• Whether the depreciation is "physical" or "useful life" basis

• How depreciation on labour was handled (some carriers depreciate labour; some don't)

Mistakes happen. If the adjuster recorded your roof as 22 years old when it's 18, the depreciation could be off by 16%. Verify the basis.

Question 5: What's My Deductible on This Claim?

Confirm in person what the deductible is and how it applies.

Specifics to confirm:

• Hail/wind deductible vs general deductible

• Single deductible per occurrence (not per damage type)

• Whether the deductible has changed at recent renewals

• How the deductible is applied (taken off ACV or RCV)

Some Calgary homeowners discover the hail deductible they thought was $2,500 became $5,000 at a renewal they didn't notice. Confirm now, not later.

Question 6: Is There Code Upgrade or Bylaw Coverage?

Calgary building code has tightened in recent years. Repairs may require upgrades the original install didn't include.

Common code upgrade items:

• Ice and water shield coverage (newer codes require more)

• Drip edge installation

• Synthetic underlayment vs felt

• Ventilation balance requirements

Ask: "Does my policy include Building Bylaw or Code Upgrade coverage? Is it being applied to this scope?" If yes, you're covered for the cost difference. If no, the homeowner pays the upgrade. Worth knowing before scope acceptance.

Question 7: What's the Supplemental Claim Procedure?

Hidden damage often surfaces during repair (tear-off reveals damaged deck, flashing, or ice and water shield).

Ask:

• What's the process for submitting a supplemental claim

• What timeline does the carrier require for supplemental submissions

• Whether the contractor can submit directly or only through you

• How quickly supplements are typically reviewed

Knowing this upfront prevents scrambling later when the supplement is needed.

Question 8: What's the Scope Acceptance Window?

The carrier expects you to accept (or dispute) the scope within a window.

Ask:

• How many days you have to dispute the scope

• What happens if you don't respond

• Whether accepting the initial payment closes your right to supplement

• Timeline for repairs that the carrier expects

Don't sign final-release documents until you've reviewed against your contractor's scope and confirmed no hidden damage will surface during repair.

Question 9: When Will Payments Be Issued?

Payment timing matters for scheduling repairs.

Ask:

• When the initial (ACV) payment will be issued

• For RCV policies, what triggers the depreciation holdback release

• Whether the mortgage company is named on the cheque (often required if you have a mortgage)

• Whether the cheque goes to you or directly to the contractor

For mortgaged homes, the lender often holds funds in escrow and releases them in stages as repairs complete. Knowing the process prevents surprise delays.

Question 10: Can I Choose My Own Contractor?

Confirm your contractor selection rights.

Ask:

• Whether you can choose any Calgary contractor

• Whether the carrier requires specific contractor credentials

• Whether using a non-preferred contractor affects coverage

• Whether the contractor needs WCB or liability documentation

In Alberta, you have the right to choose. The carrier may suggest preferred contractors, but you're not required to use them. Get any restrictions in writing.

How to Handle the Site Visit

A few practical rules.

Have your roofer present. Scope misses drop substantially when the contractor walks the roof with the adjuster. Schedule the inspection at a time your roofer can attend. Since the adjuster works for the insurance carrier rather than the homeowner, having your own contractor involved helps ensure the damage assessment and scope are reviewed properly.

Take notes during the meeting. Date, adjuster name, time, who attended, what was discussed, what was promised in writing.

Don't sign anything in the moment. Take the scope home, review against your contractor's documentation, and respond in writing within the acceptance window.

Follow up in email. "Per our meeting today, you indicated the scope includes X, Y, Z. Please confirm in writing." Email creates the paper trail that verbal conversations don't.

Be cooperative, not adversarial. The adjuster's day-to-day experience is far easier when homeowners are organized, documented, and respectful. Cooperation often gets you a more thorough inspection than confrontation does.

What the Adjuster's Words Mean

Adjuster phrases often have specific meanings.

"This will need to go to our review team." = Standard for non-routine claims. Not a denial.

"We can't include that in the scope." = Carrier policy reason. Ask for the reason in writing.

"This looks like wear and tear, not storm damage." = Coverage dispute. Request HAAG documentation review.

"You can supplement later if needed." = Standard procedure, but verify the process in writing.

"The scope is final." = Probably not. Most carriers allow supplements with new evidence.

Don't accept "final" as the end.

Frequently Asked Questions

Should I attend the adjuster inspection myself?

Yes, when possible. Your presence signals attention and seriousness. The adjuster also covers things in person they wouldn't in writing.

What if my contractor and the adjuster disagree on scope?

Standard process. Your contractor submits a supplemental claim documenting the disputed items. Most disagreements resolve through supplements rather than escalation.

Can the adjuster decide my claim alone?

For routine claims, often yes. For larger or complex claims, the adjuster recommends, and the carrier's claims department approves. Knowing which category you're in helps set expectations.

What if the adjuster is rushing through the inspection?

Politely slow them down. Walk them to each damage point you've documented. Request they photograph each item personally. Insist on a thorough walk.

Can I request a different adjuster?

Usually yes if the relationship has broken down. Request in writing through the carrier's claims supervisor. Replacement adjusters are common in disputed claims.

About Superior Roofing: Superior Roofing Ltd. provides Calgary residential roof insurance claim support throughout the city, specializing in HAAG-certified pre-inspection documentation, adjuster meeting attendance, and scope advocacy delivered by Red Seal Journeymen for homeowners requiring trusted, full-scope settlements.

Ready to have a HAAG-certified Calgary roofer at your adjuster meeting? Superior Roofing helps Calgary homeowners catch the items adjusters miss and document supplemental claims backed by 25+ years of local experience and $10 million liability coverage.

Contact us today at 403-464-3812 to book your free residential roof insurance claim inspection.

Disclaimer: Roofing involves safety risks; consult licensed professionals for work beyond ground-level visual checks. Costs and specifications provided are estimates based on typical Calgary market conditions and may vary based on specific project requirements and current material pricing.