Insurance Restoration Customer

Purpose: Describes the storm/insurance-claim customer and, just as important, draws the exact line between what Summit does and does not do in the claim process. Everyone who touches these jobs (Rosa, the sales reps, Tara, Pete's crews) must know this line, because crossing it creates legal and reputation risk. This is an archetype for the segment, not any individual.

The archetype

A homeowner (occasionally a property manager) in our service area whose property took storm damage: hail, wind, or a fallen tree. They usually reach us one of three ways: the 24/7 emergency line during or right after the storm, a storm-season inspection request, or a referral from a local insurance agent. Most have never filed a property claim before. They are stressed, they do not know the process, and they have probably already had a door-knocker or two promise them a "free roof."

That last point matters. This customer has been softened up by bad actors, so Summit's straight-dealing approach is both a differentiator and a necessity.

The journey, stage by stage

1. Damage event. Storm hits. If there is active leaking, this is an Emergency Repair call: 24/7 answered, $450 flat dispatch + tarping fee, credited toward the repair if Summit does the permanent work. Emergency jobs skip to Estimate Scheduled in GHL after triage.
2. Damage assessment. Tara or a trained rep inspects and documents: photos in CompanyCam, written findings. We tell the customer honestly whether the damage looks claim-worthy. If it is clearly minor, we say so and quote the repair normally (repair minimum $650).
3. Customer files the claim. The customer contacts their own insurer and files. Summit does not file claims, does not call the insurer pretending to be the customer, and does not "handle the whole claim for you."
4. Adjuster inspection. The customer can ask us to be present when the insurer's adjuster inspects. We attend when scheduling allows. Our role there is factual: walk the damage, share our photos and findings, answer scope questions. We do not argue coverage.
5. Claim decision. The insurer approves, partially approves, or denies. This is between the customer and their insurer. We never promise or predict an outcome.
6. Scope and estimate. Once the customer has the insurer's scope of loss, Tara prepares Summit's estimate against the actual work needed. If our scope differs from the insurer's, we document the difference factually and give it to the customer to submit. Estimate delivered within 3 business days of the site visit, same as any job.
7. Build. From here it runs like a normal project: New Job Intake SOP, scheduling, production under Pete, walkthrough at the end.

Where Summit does and does not get involved

We do:

• Emergency stabilization (tarping, board-ups) regardless of claim status.
• Honest damage documentation the customer can use: photos, measurements, written findings.
• Attend the adjuster inspection at the customer's request, as a factual resource.
• Provide itemized estimates and, where our scope differs from the insurer's, a documented explanation of the difference.

We do not:

• File or negotiate the claim. The claim belongs to the customer.
• Act as a public adjuster or offer claim advocacy services.
• Promise the claim will be approved, or that insurance "will cover it." Ever. The approved phrase is: "That's your insurer's decision. What we can do is document the damage thoroughly and accurately."
• Waive, absorb, or rebate deductibles, or inflate scope to offset one. A customer who asks gets one polite explanation of why that is insurance fraud; if they push, we walk. This is also in What We Do Not Do and Business Rules.
• Give coverage opinions or legal advice. Coverage questions go to their insurer or agent; legal questions go to a lawyer.

What this customer needs from us

1. Calm. They are dealing with damage to their home and a process they do not understand. Plain explanations of the next step beat reassurance-flavored vagueness.
2. A map of the process. The seven stages above, told simply: "You file, your insurer inspects, you get their decision, then we build from an approved scope."
3. Honesty about what we are not. Saying "we're the contractor, not your insurance company" builds more trust than pretending to be a one-stop claim shop.

Sample phrasing

• "I can't tell you what your insurer will decide, but I can make sure they're looking at complete, accurate documentation."
• "We'll tarp it tonight so nothing gets worse. That's $450 flat, and it's credited toward the repair if we do the permanent work, whatever happens with the claim."
• "We don't touch deductibles. Any contractor who offers to should worry you."

Related

• Ideal Customer Profiles
• Emergency Repair
• Exterior Restoration
• Customer Concerns
• What We Do Not Do
• Objection Handling