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What does the Claims Department do? Claims Handling Process Tracking and Updating Claims

Claims Department Contact Information

For any questions, updates, or requests, always tag the Claims Department in AccuLynx—do not tag individual team members.

📩 Email: [email protected]

📞 Office Line: 704-577-9193 x8004


Claims Team Contacts

  • Tiffany Baralt – Claims Department Manager – 704-770-5511
  • Amber Morris – Lead Claims Specialist – x2215
  • Kim Kauffman – Lead Claims Specialist – x2228
  •  Halle Ingalls – Claims Specialist – x2233
  • Afton Jerkins – Claims Specialist – x2241
  • Kim Suess – Claims Specialist – x2234
  • Jen Rosato – Claims Specialist – x2222

What does the Claims Department do?

The Claims Department at Weatherguard plays a critical role in managing the insurance claims process. Their main responsibilities include:

Reviewing & Managing Claims

The department ensures that homeowners receive the maximum coverage for storm-related damages by reviewing insurance claims and submitting supplements when necessary.

Key Responsibilities:

  • Assess Insurance Paperwork – Review scope of loss reports and policy details.
  • Verify Damage Reports – Ensure photos and documentation support claims.
  • Submit Supplements – Request additional funds for overlooked damages.
  • Communicate with Adjusters – Negotiate and advocate for homeowners.

Documenting & Submitting Supplements

Supplements are adjustments to the insurance estimate when certain damages or necessary repairs were missed in the initial inspection. The Claims Team:

  • Collects all necessary documentation (measurements, photos, and signed contracts).
  • Files supplement requests to increase claim payouts.
  • Communicates with insurance adjusters to justify needed repairs.
  • Ensures compliance with insurance policy guidelines.

🚀 Impact: Supplements increase insurance payouts, allowing for full restoration of the property.

Ensuring Proper Homeowner Expectations

The department educates homeowners on what to expect throughout the claims process, including:

  • The difference between storm damage and normal wear & tear.
  • Why insurance may not initially cover all damages.
  • How long it takes to process a supplement (1-60 days).
  • The importance of proper documentation.

💡 Goal: Ensure homeowners understand the process and avoid disputes over coverage.

Managing Insurance Company Communications

The team acts as the liaison between Weatherguard, the homeowner, and the insurance company.

  • Handles all claim-related emails, calls, and negotiations.
  • Monitors and tracks supplement approvals.
  • Works with project managers to finalize claims.
  • Helps homeowners navigate claim-related challenges.

📌 Note: Homeowners may need to contact their adjuster directly in some cases. The Claims Department will provide guidance on what to say.

Claims Invoicing & Payment Processing

After a claim is approved and completed, the Claims Department:

  • Submits supplemental items to insurance.
  • Ensures recoverable depreciation is paid out.
  • Confirms funds are released for project completion.

Final Goal: Get the full replacement cost value (RCV) paid out to cover the project cost.

Claims Handling Process Overview

Handling claims efficiently requires organization, proper documentation, and clear communication. Follow this workflow to ensure successful claims processing.

Step 1: Pre-Submission Checklist

Before tagging the Claims Department, ensure the following are uploaded in AccuLynx:

  • Measurements (EV, Hover, or Satellite) for roofs over 5 SQ
  • Full Insurance Paperwork (Scope of loss, denial letters, or repair scope)
  • Signed Contract (Customer Insurance Agreement or Rep Agreement for overturns)
  • Photos – Clear, labeled, and comprehensive images of all damages
  • Shingle Samples (if needed) – Use FedEx Account #340613198 for submissions

⏳ Processing Time: Claims are reviewed within 24-48 hours. If more details are needed, you’ll be notified.

Step 2: Submitting a Supplement

When submitting a supplement request, provide:

  • Measurements & Roof Reports
  • Insurance Scope (Full Policy & Endorsements if applicable)
  • Damage Photos (Each requested item must have supporting documentation)
  • Signed Contract or Rep Agreement

💡 Pro Tip: Do not tag Claims until all required documents are uploaded to avoid delays.

Step 3: Setting Homeowner Expectations

Educating homeowners on insurance claims and the supplement process is crucial to smooth operations.

  • What is a supplement? It covers missed insurance items, ensuring the full scope of work is approved.
  • Timeframe: Supplements can take 1-60 days, depending on the insurance company’s response and file complexity.
  • Avoid guarantees: Do not promise coverage—insurance policies vary. Instead, set realistic expectations and document everything.
  • Homeowner Involvement: If adjusters are non-responsive, homeowners may need to follow up. Our team will provide scripts when needed.


🚫 What We Can’t Supplement:

  • Upgrades (e.g., homeowner wants copper instead of standard metal)
  • Non-Storm Damage (e.g., aging, general wear & tear, thermal cracking)
  • Pre-existing Issues (e.g., wood rot, settling cracks, algae growth)

Tracking & Updating Claims

  • Search for “Supp Sent” in AccuLynx to find past updates before tagging the Claims Department.
  • Check Notes for Status:
    • “GTG/G2G for Completion” – Ready for final processing.
    • “GTG/G2G for Trades” – Pending trade work or invoicing.


⚠️ Once a PM starts negotiations, Claims cannot take over the file. Always consult Claims first before attempting direct insurance negotiations.