Weatherguard

• For full metal roofs, you must let the Metal Manager know the color for the metal or copper, and take photos.

• For porches, bay windows, eyebrows, etc., you must let the Metal Manager know the color for the metal or copper, and take photos.

• If you do not have photos, we will have to send a crew out to take some, which will prolong the process.

Once the file is submitted for approval to the Customer Success Advocates with all of the correct paperwork properly completed, it will be processed and passed to the Roofing Managers within 48 hours. 

Once Roofing Managers receive the file, they will approve and schedule the job within 3-5 business days.

We do not do window replacements in most locations, but we do window screens and wrapping window trim in aluminum. Aluminum trim falls under exterior trade work.

You need a change order that states the homeowner will receive a rebate in the form of a check after the job is paid in full and closed. Note that it will not and cannot be taken off of their invoice.

Yes- to be completed during the Post Roof Inspection through CompanyCam

If there is no note stating completion pictures are needed, then they are not needed.

It means it is a Farm Bureau claim, and the homeowner has to sign the completion certificate before insurance will release depreciation. So if you see that note, try to follow up with the homeowner as well to speed up the process.

NO. If we do not complete certain work on the claim, the homeowner will not receive depreciation for those items. They will receive the ACV money and they can put that portion towards whatever they want; Weatherguard will not collect the RCV for work not completed. 

In some cases, their insurance company will withhold the ACV money they have already paid out for work not completed from the depreciation check. It is advised not to promise the homeowner that the money they have been paid out can definitely be used toward other work.

Before asking this question, read through ALL of the notes in the homeowner’s account in Acculynx. More than likely, your question can be answered by reading the notes.

We do not send an invoice until the job is completely finished. This includes the roof replacement, trades, metal/copper, and supplements. 

Yes, but there is a 3.6% third-party processing fee that cannot be waived (this fee is not paid out to Weatherguard, but to the credit card processing company). Accounts Receivable processes credit card payments.

Yes.

All of our satellite offices have automatic mail forwarding setup, so you do not need to do anything. You may want to advise your homeowner that everything should be sent to our corporate office in Charlotte to avoid any forwarding delays.

The file is ready for completion once it is moved to the Auditor: To Be Sent/Invoiced Status. If you do NOT see that note, that means it is pending either trade work/invoice ("GTG/G2G for trades”) metal/copper work/invoice ("pending metal") or a supplement ("pending supp”) 

• *If trades are still being completed, the file is not ready for completion. If trade work has been completed, but we have not received crew invoice(s) yet, then we cannot process the  Completion Invoice.
• *If there is metal work or copper work pending, we cannot send the Completion Invoice. This is why it is crucial to note if we are/are not completing copper/metal work on the contract or work order. If we are pending an invoice from metal crews we cannot send the Completion Invoice until received. 
• *If there is a supplement pending on your claim, we cannot send the Completion Invoice until that is approved or denied. Sometimes, we don't know we need a supplement until the job is finished and we ended up needing more materials, which can prolong the completion process.

We need photos (both an overview image and zoomed in image on damage) & measurements in order to supplement anything. Please try to get as much documentation as possible early in the process.

NOTE: Any copper work will always require a scratch test. Please make sure you have this before requesting a supplement.

• First, read through all of the notes carefully before reaching out to the Claims Department.
  
  
• The best thing you can do is to tag the Claims Department for updates. Please allow a week for an update as 9 times out of 10 the office is waiting on an email response or having to leave voicemails. 
  
  
• The office tries to work on every supplement at least once a week so please allow a week before tagging again. Please keep in mind that the office is at the discretion of the insurance companies - it may take the insurance company weeks to respond.
  
  
• If there is a note stating that a supplement has been submitted, please let the HO know that the office sent it off, and request that they call into their insurance company and authorize them to discuss the claim status with the office.
  

• If you receive an update from an adjuster or HO, please notify the Claims Department as soon as possible.

• If you’re following up on multiple accounts, please send in one list via email so that it’s in one place and easier for us to get you updates. Several individual emails make it difficult to respond to everyone in a timely manner.

Please read the memo that is attached with your payroll in Acculynx.  If anything is taken out of your check it will be notated in the memo section.  

Please remember: if you have a loan, half of your check will be taken out of EVERY check until that loan is paid in full.

These payments must be requested through the Google Form. The link can be found in BambooHR. For Front and Lead Generation Payments, the project must be in at least the Approved Status. For 8% of the ACV payments, the first check must have been received and deposited.

They are processed on Thursday - You MUST submit your Check Request Google Form BEFORE 4 PM on Tuesdays, so your request can be entered in the system for Accounts Payable to process. 

All check requests submitted AFTER 4 PM on Tuesdays will be processed on the FOLLOWING Thursday. 

Please make sure you look at your commission breakdown to understand your commission. If you still have questions about it, contact the Accounts Payable department.  

If you still have questions about it, contact Adam Shayeb at [email protected]

NOTE: Please remember that right now we are dealing with price inflations and insurance is not paying any more than normal.

A lot of the times when we process rebates or referrals, the jobs are already closed out, therefore we have to split them with another job you have open.  

Every now and then this can happen. Accounts Payable follows a report and sometimes a job doesn't make it on to that report. If you notice this, tag Accounts Payable in the project in Acculynx and they will get you squared away.

Deposits are processed on Thursday afternoons. Depending on your bank, your deposit can show up as late as Monday.  If the deposit is not in your bank by Monday, contact the Accounts Payable department.

If jobs are paid in full this week, the process is that commission will be paid to you the following week.  

We have many jobs needing to be paid commission, we must follow the process to ensure the commissions are correct.

4-8 weeks.

Please give your homeowners a realistic time frame for referrals. 

Accounts Payable only gets the referral report once every 2 weeks or so, once they have it they work on it as they can. Paying your commission and our Roofing crews are our top priority.  

NOTE: Due to USPS delays beyond our control, it can take 2-3 weeks for your homeowner to receive their check after we mail it.  Start out with a realistic expectation and there won't be any unhappy homeowners.

Your breakdown is located in Acculynx under Job Menu > Commissions. You should receive an email letting you know what job was paid when Accounts Payable processes your closeout payment.

From the Acculynx home page:

1. Select Tools from the taskbar at the top of your screen

2. Select Payroll

3. Your payroll history will appear

4. Select the date you would like pre-commission / commission information on

5. Under pre-commission or commission, the job # will be listed, as well as the amount paid. Select a job in order to go to that customer’s overview page, you will then be able to go to payments & commissions to view specific charges for that project

6. Under check, notes will be entered into the memo that explain anything added or taken out of that check (for example: loans, negative closeouts, etc.)

In order for the referral to be paid, the homeowner must be paid in full, and the homeowners they referred must have had their roof replacements completed. We will not deduct referral money from their final invoice; instead, we will send them a check when the account is paid in full. 

Please make sure your homeowner emails or mails in coupons to our corporate office to be processed by our Customer Relations Manager, or you can write a note regarding the referral in the account of the homeowner who needs to be paid.

Once Weatherguard confirms receipt of funds from the financing company, the file will be treated as paid in full and will go through the normal closeout process. You will not have to wait for the homeowner to pay off their loan to the financing company.

• HO - Homeowner
• CSA - Customer Success Advocate
• FU or F/U- Follow Up
• LM or LVM- Left Message / Left Voicemail
• VM - Voicemail
• GTG or G2G - Good to Go
• COC - Certificate of Completion
• ACV - Actual Cash Value 
• RCV - Replacement Cost Value
• OOP -  Out Of Pocket
• RR - Roof Replacement
• RRFU - Roof Replacement Follow Up
• Supp - Supplement
• Adj - Adjuster
• Est - Estimate
• PAI - Pre-Approval Inspection
• PRI - Post Roof Inspection
• EOWT, W/U or WT- Every Other Weekly Touch, Weekly Update or Weekly Touch (the Customer Success Advocates will leave these notes when they update HOs either weekly or bi-weekly)