Roof Insurance Claims in Wiltshire

Before You Claim — What Is and Isn't Covered

Home insurance covers sudden, unexpected damage from insured events — not maintenance issues or gradual deterioration. Understanding this distinction before you make a claim saves time and avoids disappointment:

Typically Covered	Typically NOT Covered
Wind damage from a storm event	Nail sickness tile displacement
Fallen tree damage	Felt deterioration from age
Hail damage to tiles	Ridge mortar failure from weathering
Storm-displaced ridge tiles (if mortar was sound)	Lead failure from age and thermal cycling
Lightning damage	Blocked gutters causing overflow
Vehicle impact	Moss or algae damage

The grey area: Storm events can trigger failures in structures that were already weakened by age. A gale that displaces ridge tiles from a sound mortar bed is storm damage. The same gale displacing tiles from a nail-sick roof where fixings had already failed is maintenance. Insurers investigate pre-existing condition — our assessment reports are written to describe findings accurately rather than to support a specific claim outcome.

The Claims Process Step by Step

Step 1 — Emergency Make-Safe

If the damage is causing active water ingress or creating a safety risk, call an emergency roofer immediately — don't wait for insurer authorisation to prevent further damage. Most policies cover emergency make-safe as a separate provision. We attend emergency calls across Wiltshire 24/7 and document the make-safe work for claim submission.

Step 2 — Document Everything

Before any work is done: photograph the damage from ground level and (if safely possible) from elevated access. Photograph any fallen tiles, debris or structural damage. Note the date, time and what weather was occurring. Keep any fallen material — insurers sometimes request physical evidence.

Step 3 — Notify Your Insurer

Call your insurer promptly — most policies require notification within 24–48 hours of discovering damage. Provide initial photographs and a description. Ask whether they require a loss adjuster visit before repair work proceeds, or whether you can obtain independent repair quotes.

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Step 4 — Get an Independent Assessment

We provide written assessment reports describing the damage, its likely cause (distinguishing between storm damage and pre-existing condition), and the cost of correct repair. This documentation supports your claim and gives the insurer accurate information on which to base their decision.

Step 5 — Repair Authorisation and Completion

Once the insurer authorises repair, we schedule the work. For scaffold-required work (chimney, ridge), allow 1–2 weeks from authorisation to completion. We provide a completion report and invoice directly to the insurer where required.

Common Claim Mistakes in Wiltshire

Failing to notify the insurer promptly — late notification can invalidate the claim
Completing full repair before insurer assessment where the insurer required prior authorisation
Accepting the first insurer valuation without independent verification
Using a door-knocking contractor who appeared after the storm and inflated the damage
Not retaining fallen tiles or debris that could evidence the extent of damage

Common Questions

Storm damage from an insured weather event — typically wind, hail or fallen trees. Accidental damage if you have accidental damage cover. Sudden and unforeseen events. Not covered: wear and tear, maintenance issues, gradual deterioration, or pre-existing conditions.

Insurers typically define a storm as wind speeds above 55mph or exceptional rainfall. Not every weather event qualifies — a moderate winter gale that displaces tiles from a nail-sick roof may be classified as a maintenance issue, not storm damage.

Photograph damage immediately from ground level. Note date, time and weather conditions. Keep any fallen tiles or debris. Call your insurer promptly — most policies require notification within 24–48 hours of discovery. We provide written assessment reports and dated photographs for claim submission.

Emergency make-safe work to prevent further damage is generally acceptable and often necessary. Full repair before insurer assessment may complicate the claim. We carry out emergency make-safe and document everything, allowing the claim process to proceed correctly.

Insurers may apply a 'betterment' deduction where a repair improves the roof beyond its pre-damage condition. For example, if storm damage to a 40-year-old concrete tile roof requires re-roofing, the insurer may contribute only a proportion of the cost on the basis that the pre-damage roof was nearing end-of-life.

Not necessarily. You have the right to use your own contractor in most policy structures. Insurer-recommended contractors may be required to follow the insurer's pricing schedules rather than specifying the correct repair. We provide independent assessments and quotes for insurance claim work.

Emergency make-safe: same day. Full repair assessment: typically within 5–10 working days after insurer authorisation. Scaffold-required work: allow 1–2 weeks from authorisation to completion. We communicate directly with insurers and loss adjusters where required.