Markus: Absolutely. Now, you mentioned doing forensic inspections, which obviously, the insurance company is probably not doing, at least not in the first go around. So, do you have specialized tools that you use for that or special technology that helps you do this and find the things that get overlooked by the insurance adjuster?
Steve: Absolutely. Once we have a homeowner’s address, we send that address to our meteorologist to look back in time and see what storms have gone over that home and what type of damage the home or the building might have. And then we send our inspectors to the home, and depending on the type of building, we’ll either use a drone with specialized software, or we’ll send an inspector up with a ladder, and then he’ll do a formal inspection to match the damage on that home to those storms.
We’ll look for directionality, for size, for the depth of the indentations, the amount of granule loss on the roof, the size of the penetration on the siding, the dings and the dents on the soft metals, and we’ll match that damage to those storms using cameras, using pitch gauges, and the many other tools and applications that we employ. Once we gather all that information, we enter it into our system and it’s then sent over to the insurance adjusters who work directly for us in house, and they do an assessment and they work up our own estimate on what it’s going to take to indemnify that homeowner.
They then work up the same estimate that the insurance company works up, and we upload that information with pictures and our findings to the insurance company. Once that’s complete, we meet with the insurance adjuster, and they already know that we’ve done our due diligence because they’re given all that information up front.
Markus: That’s very thorough. Can you, Steve, share an example of how you’ve helped your clients overcome these obstacles and had a successful experience with their insurance restoration?
Steve: Absolutely. We were recommended to a lady in Northbrook, a Northshore suburb of Chicago. We went out to her home to do an inspection. We inspected her home and it was claim worthy, and we went through the whole process and got everything fixed for her. About a day after we finished, our telephone rang. It happened to be her neighbor, and it’s this great man.
So he calls us up and he says, “I’m the neighbor of so and so at this address. I watched your guys do their work, and they did a really good job. I might need a new roof too. Can you guys come out and do an inspection?”
So we did. We came out. He turned out to be a 98-year-old gentleman living on his own, taking care of himself, which was pretty awesome.
Markus: At 98, Wow!
Steve: Yeah, what a great guy. So we got on his roof and we did the inspection. My partner was with me on that day. He’s the one that generally gets on the roof and does the full inspection. We found that it was claim worthy. We gathered all our evidence and information, we sat with him and we let him know that his home was claim worthy and it would be covered under his insurance company depending on his policy and if we could see a copy of his declaration page.
He was shocked! He had never heard of such a thing in 98 years, and he was fully prepared to buy a new roof out of pocket. He got us his policy, we went through the policy, and it was definitely covered. We filed the claim, the insurance adjusters came out, they agreed with us, and he got his actual cash value check. He called us up to come and get the deposit so we could order the materials and get everything started.
So we got the first check and we were ready to schedule to work. We tried to contact him to schedule the work, and he was nowhere to be found. At 98 years old, we were very concerned. We kept trying to get a hold of him, and after a period of time, his daughters came in town to handle things for him.
It turns out he had slipped and fallen in the kitchen, and wound up in a rehab facility for some time. We wound up working with his daughters who had also never heard of this type of damage and process. We were able to get his house fully completed and all the work done, both interior and exterior because there was interior damage as well.
By the time he got out of rehab and came home, his whole house was put back together and he was extremely happy and satisfied. We’re still in contact with him today and we check on him from time to time to see if he needs anything. We also talk to his grandson once in a while.
That was probably one of the more satisfying claims we were on, because we were able to help an elderly person out who has been taking care of himself for years and still very independent, and it was really cool to work with him.
Markus: I can imagine. That’s a fantastic story, and you made a difference in that person’s life, in that family’s life. That’s wonderful. So it’s not just about the roofs and about the insurance and claims and all that stuff. It’s really about taking care of your clients and being there for them as an advocate 110%.
Steve: Yeah. It really is, because just to elaborate really quick, we really find that by the time we’re done with this process – because when everything works well and it works the right way, we’re deeply involved with our clients for three to four weeks – we truly do feel like we become friends on some level, and we have contact with a lot of our clients, long after we complete their work, because the majority of our business comes from recommendations once people realize that this is a real thing, it’s legitimate and we take great pride in our work.