What should you ask your insurer (or NCIUA) when you report roof damage?
Questions to ask your insurance company or NCIUA when you report roof damage in Wilmington and the Cape Fear area, as a printable list, with the North Carolina deadlines that apply.
Last reviewed against official sources. General information, not insurance or legal advice.
On the first call, get a claim number and the adjuster's contact, ask which policy and which deductible apply (named-storm, wind/hail or all-perils), whether the roof is paid at replacement cost or actual cash value, what temporary repairs they will pay for, when the inspection will happen, what deadlines apply, and how payments and any mortgage company will be handled.
If you have a separate wind policy through NCIUA, call both carriers if you are unsure which one covers the damage. Water damage from a wind-damaged roof may be split between them.
What should you have in hand before you call?
Short answer: your policy numbers (all of them), the date and time of the storm, a short description of the damage, and your photos.
- Declarations pages for your homeowners policy, any NCIUA policy and any flood policy.
- The storm date and time and what you saw: hail size, how long the wind blew, any tree falls.
- A list of damage, room by room and outside, with photos ready to send.
- Receipts for any emergency repairs you already made.
- A notepad or a call log open for names, numbers and dates.
Coverage questions
Short answer: find out which policy responds, which deductible applies, and how the roof will be valued, before anyone starts work.
On the coast, the big one is which policy pays. Wind and hail may belong to NCIUA, interior water from a wind-damaged roof may be split, and rising water belongs to a flood policy. Ask the insurer to explain in writing how it will handle each type of damage, and whether a named-storm deductible applies to this event. Also ask about a cosmetic exclusion if you have a metal roof.
What should you do right now?
Ask what temporary repairs they want and will pay for, such as a tarp or boarding up, and whether they have a preferred vendor. You can usually choose your own contractor; ask how they want the contractor's estimate submitted. Ask whether you should keep damaged materials, like torn shingles or broken vents, until the adjuster sees them.
Timeline questions
Short answer: ask when the inspection will happen, when you can expect a decision, and which deadlines you need to meet.
After a hurricane, adjusters may be booked for weeks. Ask for a target inspection date and what to do if your situation gets worse in the meantime. Ask whether they need a sworn proof of loss and the due date (North Carolina's standard provisions point to 60 days after the loss unless extended). Write the three-year time limit to sue on your calendar from the storm date. North Carolina's unfair claim settlement practices law (G.S. 58-63-15(11)) lists practices insurers may not engage in, including failing to acknowledge and act reasonably promptly on claims, refusing to pay without a reasonable investigation, and failing to promptly explain the basis for a denial or a compromise offer. The NC Department of Insurance enforces it.
Payment questions
Ask how the claim will be paid: in one check or as actual cash value first, with recoverable depreciation later. Ask who will be named on the checks; most will include your mortgage company, which may hold funds and release them as work is done. Ask whether additional living expense applies if the house is unlivable, and how to submit those receipts.
How do you keep a record of the calls?
Write down the date, time, person's name and what was said. After an important call, send a short email: "To confirm our call today, you said..." Keep everything in one folder. Records like these make complaints and appeals much easier if they are ever needed.
NC Department of Insurance Consumer Services (855-408-1212) can help if you cannot get answers from your insurer or NCIUA.
North Carolina quick reference for roof claims
The state rules that most often matter on a roof claim in Wilmington and the Cape Fear coast. Summaries only; rules can change, and your policy and the full text control.
| Insurance regulator | North Carolina Department of Insurance, 855-408-1212 |
|---|---|
| File a complaint | NC Department of Insurance assistance and complaint form, 855-408-1212 |
| Wind/hail and hurricane deductibles | Many North Carolina policies, especially near the coast, carry a separate hurricane, named-storm, or wind/hail deductible, often written as a percentage of the dwelling coverage (Coverage A) rather than a flat dollar amount. The declarations page shows which deductibles apply. The NC Department of Insurance can explain terms and take complaints. (NC Department of Insurance) |
| Time limit to sue | North Carolina's standard fire insurance policy provisions, which North Carolina courts have applied to homeowners policies and to wind and other non-fire losses, say no suit on the policy can be brought unless it is started within three years after the "inception of the loss" (G.S. 58-44-16(f)(18)). North Carolina courts have read that as the date of the storm, not the date you discovered the damage or the date the claim was denied. The same standard provisions require a signed, sworn proof of loss within 60 days after the loss unless the insurer extends that in writing, so read your policy's duties-after-loss section closely. (G.S. 58-44-16(f)(18)) |
| Unfair claims practices | North Carolina's unfair claim settlement practices law (G.S. 58-63-15(11)) lists practices insurers may not engage in, including failing to acknowledge and act reasonably promptly on claims, refusing to pay without a reasonable investigation, and failing to promptly explain the basis for a denial or a compromise offer. The NC Department of Insurance enforces it. (G.S. 58-63-15(11)) |
| Public adjusters | North Carolina public adjusters must be licensed by the NC Department of Insurance (G.S. 58, Article 33A). After a catastrophic incident declared by the President or the Governor, a public adjuster may not charge more than 10% of the settlement, and may not take any fee, retainer or deposit before the claim settles (G.S. 58-33A-60). According to the department's consumer guide, you can rescind a public adjuster contract in writing within three business days of signing, and if the insurer offers the full policy limits within 72 hours of the loss report, the adjuster cannot take a percentage commission. (G.S. Chapter 58, Article 33A) |
| Matching | North Carolina does not have a specific matching statute or regulation for property claims that we could find. Whether your insurer pays to replace undamaged shingles or siding so the repair matches depends on your policy wording, so ask the adjuster to explain in writing how matching is handled. |
| Coastal wind and hail pool | The North Carolina Insurance Underwriting Association (the Coastal Property Insurance Pool) writes wind and hail coverage for many properties in the state's beach and coastal areas when the regular market will not. (NCIUA) |
| Roofers and your claim | Only you, or a licensed public adjuster you hire, should negotiate the claim itself; ask any contractor who offers to do it whether they hold a public adjuster license. |
| Contractor licensing | North Carolina has no separate state license for roofers on smaller jobs. A general contractor license from the NC Licensing Board for General Contractors is required when the total cost of a project is $40,000 or more (G.S. 87-1), and roofing work at that size falls under the board's building, residential, or specialty roofing classifications. Below that amount, ask for proof of liability insurance and workers' compensation, and check the local building permit office. (license lookup) |
First-call questions for your insurer or NCIUA (printable)
- What is my claim number, and who is my adjuster (name, phone, email)?
- Which policy is handling this: my homeowners policy or my NCIUA wind and hail policy?
- Which deductible applies to this storm, and what is it in dollars?
- Does a named-storm deductible apply? If so, why?
- Is my roof covered at replacement cost, actual cash value, or on a schedule?
- Does my policy have a cosmetic damage exclusion?
- What temporary repairs should I make now, and will you reimburse them?
- Can I hire my own roofer, and do you need their estimate?
- When will the inspection be, and can my roofer attend?
- Do you need a sworn proof of loss, and by what date?
- Is there additional living expense coverage if I cannot stay in the house?
- How is recoverable depreciation paid, and what is the deadline to claim it?
- Who will be named on the checks? Will my mortgage company be included?
- If wind and water damage overlap, how are the homeowners and NCIUA claims coordinated?
- What is the best way to send photos and documents, and will you confirm receipt?
Frequently asked questions
Do I have to use the insurer's preferred roofer?
Generally no. You can usually choose your own licensed contractor. Ask how the insurer wants the estimate submitted.
Should I report damage that might be under my deductible?
Ask your agent how a reported claim below the deductible is recorded. A roofer's estimate first can help you decide.
Which company do I call if I have NCIUA wind coverage?
Call NCIUA for wind and hail damage covered by that policy, and your homeowners insurer for other covered damage. If unsure, call both.
What if my adjuster does not call back?
Email them with your claim number, then ask the insurer for a supervisor. If delays continue, you can contact the NC Department of Insurance.
Policies vary. Check your own policy and ask your insurer or agent about anything that affects your claim. Laws and rules can change; this page reflects official sources as of October 29, 2026. WilmingtonNCRoofer.com is not a contractor, insurer, adjuster or law firm.
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