A Salesperson's Guide To Explaining Supplements To Homeowners.
Helping Roofers Gain Homeowner Trust Through Transparent Supplement Discussions
As a roofer, in addition to providing quality repair services, your role is also to establish trust with homeowners. A key part of this is explaining insurance claim supplements clearly. Without proper communication, homeowners may become confused or frustrated, which could lead to financial mistakes and damage the relationship.
Common Things Homeowners Don’t Understand
Here are three common misunderstandings:
What Exactly is a Supplement?
Homeowners often think the insurance estimate is the final amount. They may not realize that a supplement is a request for adjustments to the estimate for items that were either missed or incorrect in the initial estimate. Many people, homeowners and even some storm restoration professionals, are not aware that nearly all estimates need supplementing and careful review for accuracy.Why Does the Final Cost Change?
If homeowners don’t have the supplement process explained, they might be surprised or concerned that a higher estimate is sent to them later. There are many important reasons, such as building code upgrades, permits, or simply essential items that were missed or incorrectly entered. But, it is very important for contractors to help customers understand and expect changes on an updated estimate.How Does the Supplement Process Work?
Homeowners often don’t know how the supplement process fits into the bigger picture of the claim and how it affects their final bill and also getting the work scheduled and completed. It helps to review the process and typical timeline, as well as provide updates if insurance wants to do a reinspection, or test roof or siding materials to see if they are discontinued. Communication throughout the process is key.
Strategies to Explain Supplements Effectively
Clear communication is key to ensuring homeowners understand the process and feel confident in your ability to handle their roof.
1. Define What a Supplement Is
Explain that the supplement estimate and review process is a routine part of managing insurance claims. The insurance staff that inspect and review estimates are called adjusters for that reason. Essentially, it is a process to reduce or eliminate errors and omissions, and make sure that any costs that the customer might have are reviewed to make sure they are not something insurance should be paying for instead. It is an effort to make sure the insurance estimate is fair and accurate. It is simply a review for adjustments, and is completely neutral in relation to their coverage or premium costs, meaning, it has absolutely no effect on their policy coverage or future premium costs.
For example:
“A supplement is a request to your insurance company to make adjustments for things like permits, code upgrades, mistakes or repairs that were missed initially. Our goal is to avoid out-of -pocket costs to you for work that is required to comply with building codes or necessary for repairs to be completed, if the insurance coverage that you are paying for should, in fact, cover.”
2. Walk Them Through the Financial Part
Homeowners often get confused when the final amount differs from the original estimate. Explain why and how the supplement fits in:
“The initial estimate from your insurance represents what they approved upfront. However, certain items like code upgrades or correct materials were missed. Once we submit our estimate with supporting details, we’ll work with the insurance company to ensure these items are adequately reviewed and that adjustments are made as quickly as possible.”
3. Review the Changes
Transparency helps build trust. Present a clear, simple side by side review of the initial estimate and the changes our estimate is requesting. Answer any questions they might have about specific repairs or line items, and why they are necessary.
If there are any areas that might possibly be excluded on their insurance policy, or denied, be upfront about any potential out-of-pocket costs. For example, sometimes deck sheathing needs to be repaired in order to put new roofing down. This often is not something that can be seen until the roofing is torn off. It is a good idea to let the homeowner know we can send a supplement for that and have it reviewed, but insurance might have an exclusion and say those repairs are not covered. Discuss what those costs might involve, and that it will be impossible to install new shingles on areas that are not solid or even have holes from deterioration. It is a necessary repair, in order to complete the roof replacement.
No one likes to be surprised by unwanted costs, so it is always best to prepare the homeowner for various outcomes, no matter what they are.
Step-by-Step Guide to Talk to Homeowners About Supplements
To further assist you in explaining supplements clearly, here’s a practical step-by-step guide to help you walk homeowners through the process with confidence:
Step 1: Setting the Stage
Before diving into supplements, establish trust early in the conversation.
Script: “[Homeowner’s Name], I looked over your insurance claim. The estimate you received from your insurance company represents what’s initially approved. However, it’s common for insurance companies not to approve certain items upfront—like permits, code upgrades, or special materials—because they’re waiting for additional documentation. It’s our job to submit a proper estimate and ensure that all necessary costs are covered, so you don’t have to pay out-of-pocket for things that should be covered.”
Step 2: Addressing Common Concerns Upfront
Be proactive and address any concerns the homeowner might have.
Script: “Now, I understand that the idea of supplements and insurance payouts can be a little confusing. If there’s additional payments and increase on the estimate later, it means the insurance did a review and later added items that they did not have upfront. The goal is to make sure you are made whole, that your property is restored to sound condition, without any extra costs to you.”
Step 3: Introducing the Supplement Process
Explain the process clearly so they know what to expect.
Script: “Once we submit our estimate to the insurance company, we’ll provide them with a detailed breakdown of the work and materials. There may be additional costs for things they didn’t pay for initially, but don’t worry—that’s where we come in. We’ll work with your insurance company to add these costs, with the goal that you won’t have to pay anything beyond your deductible.”
Step 4: Clarifying the Homeowner’s Role in the Process
Ensure that the homeowner understands their part in the process.
Script: “Just to clarify, when we sign this contract, we’re agreeing to do the work for the amount of the estimate, and any additional supplement payments that may get approved. Those payments will go to us to offset the costs we’ve covered to complete the repairs.”
Step 5: Handling Financial Concerns & Building Trust
Address any lingering financial concerns, any additional work they might want or might be necessary beyond the insurance estimate, and of course, build rapport.
Script: “I know dealing with insurance can feel overwhelming, especially when it comes to money. But rest assured, we’re on your side. Everything we do is above board, and we have the experience to ensure you’re fully compensated. We care about doing the best work and making sure you don’t pay anything out of pocket that should be covered by your insurance.”
Step 6: Dealing with Questions & Finalizing the Contract
Answer any final questions and wrap up the conversation.
Script: “If you have any questions or concerns about the numbers or the process, please let me know. We’re here to make sure everything is handled properly, keep you informed throughout the process, and perform repairs professionally and timely.”
How Claim Supplement Pro Can Help
Navigating the supplement process can be challenging, but Claim Supplement Pro can help roofers streamline this crucial part of the job. With Claim Supplement Pro, you get:
Expert Assistance with Supplement Submissions: Claim Supplement Pro specializes in helping contractors create comprehensive, detailed supplement requests. Their team ensures that nothing is missed, and that every necessary repair or upgrade is accounted for in the claim.
Increased Efficiency: With Claim Supplement Pro’s tools and services, you can expect detailed professional estimates that will support all of your supplementing needs, and dedicated claim management to get results as soon as possible. This helps ensure that you can provide top quality service to your customers and be able to explain everything to the homeowner with confidence.
Better Communication with Insurance Companies: Claim Supplement Pro works directly with insurance companies to facilitate that estimate and supporting photos and documents are reviewed in a timely manner. We handle regular follow ups throughout the approval process, to elicit prompt insurance updates and reduce delays.
Build Trust with Homeowners: By using Claim Supplement Pro, you’ll be able to present a clear, well-documented case to homeowners. This helps reinforce that you’re working in their best interest and ensures transparency, which ultimately builds trust.
By using Claim Supplement Pro’s services, you can spend less time worrying about paperwork and more time focusing on what you do best: providing high-quality roofing services to homeowners. It’s the extra support you need to get your supplement claims approved as quickly as possible, ensuring the homeowner gets the fair estimate that they deserve.
The Ultimate Goal: Making the Customer Feel Like They Are Being Taken Care Of
Ultimately, the goal is to make the homeowner feel like they are in good hands. By explaining the supplement process in clear, simple terms, you ensure that the homeowner feels informed and reassured. The goal is not just to get the job done, but to make sure the job is done properly, and that the homeowner understands every step of the process and feels confident that they are getting the full benefit of their insurance coverage.
By presenting the supplement process in a straightforward, customer-focused way, you can avoid misunderstandings and build stronger, more trusting relationships with your clients. When homeowners feel well taken care of, they’re more likely to trust you, and recommend your services in the future.
Need help? Contact Claim Supplement Pro today and find out how we can help your company be even greater!