ROOFING
Claim pending or gone cold: two roofs that look the same on your list
Two Fontainebleau roofs, both quoted in the same week. One is waiting for the insurance adjuster, who has not shown up. The other is a homeowner who got the quote, got busy, and forgot. On your list they are the same row: quoted, not signed. They need opposite follow-up, and one of them is getting the wrong kind.
A note on what this is. We do not handle insurance claims and this is not advice about them. This is about how a board tells a waiting job from a cold one.
What the wrong follow-up does
Text the claim-pending homeowner "Did you get a chance to look at the quote?" and she thinks you forgot she is waiting on the adjuster. Text nothing to the forgotten homeowner and he signs with whoever texted him. Same column, same message, two wrong answers.
The steps a claim job has
- Claim filed, with the date and the claim number.
- Adjuster scheduled. Adjuster visited.
- Estimate approved by the carrier, or disputed.
- Customer signed. Then it is a normal job.
WAITING ON THE CARRIER
Two columns instead of one
Quoted, no claim: the standard two-week follow-up runs. Day three, day eight, day fourteen, then it stops. Quoted, claim pending: a slower check-in, every ten days, asking about the adjuster, with an offer to send the estimate to the carrier again. Both in the homeowner's language. Both stop when she replies.
The office sees the two columns at 7 AM. A claim card that has sat at "adjuster scheduled" for more than three weeks turns a color, because that is when carriers lose paperwork and someone should call.
The claim number and adjuster name live on the card, not in a text thread on the tech's phone. When the homeowner calls to ask, whoever answers can see them.
Questions we get asked about this
Does this talk to the insurance company?
No. It records what you know: the claim number, the adjuster date, what the carrier said. It is your notes, kept where the office can see them.
Can the homeowner update the claim step?
Not directly. She texts you "adjuster came Tuesday," it lands in the inbox, and the office ticks the step. One tap.
What if a claim is denied?
Move the card. Denied usually means back to a normal quote with the homeowner paying, so the standard follow-up starts. Or it is lost, and you mark it that way.
Related
Sort your quoted column
Split your open quotes into claim pending and no claim. Count each. Bring the two numbers to a 30-minute call and we build the two follow-ups from them.