Insurance work is half craft, half paperwork. The carrier needs to see exactly what failed and why, in their own language — photos, measurements, code citations, and Xactimate-compatible line items. That's our job, not yours. Palma has coordinated claims across every major MA carrier since 2009: MAPFRE, Arbella, Amica, Vermont Mutual, Liberty, Travelers, USAA, State Farm, Allstate.
What's a covered loss vs. not covered
| Covered | Not covered |
|---|---|
| Wind loss — missing, creased, or lifted shingles from a named storm or high-wind event | Age-related wear, granule loss, brittleness |
| Hail impact — bruising, granule displacement, mat fracture | Deferred maintenance and known pre-existing damage |
| Tree or limb strike — puncture, structural damage | Manufacturing defects (those go through the manufacturer's warranty) |
| Ice dam interior water damage — usually dwelling coverage | Cosmetic-only issues where the roof still functions |
| Fallen debris from a covered peril | Wear-out replacement of an old roof |
Cost expectations for out-of-pocket age-related replacement live in the Massachusetts roof cost guide.
First 48 hours after storm damage
- Same day — safety first. Don't climb the roof. Photograph everything you can safely see from the ground and inside the attic (flashlight up at the deck for daylight).
- Same day — call your carrier. Open the claim and record the claim number. You are not committing to repair scope — you are documenting the loss date.
- Within 24 hours — call Palma. We're on-roof within 48 hours to document with dated, geotagged photos, measure damage, and issue an emergency tarp if the roof isn't weather-tight.
- Within 48 hours — save receipts. Emergency tarping, water extraction, temporary board-up, moved belongings — all reimbursable under most policies. Keep every receipt.
- Do not sign anything from a door-knocker. Storm-chasers appear in Eastern MA neighborhoods within hours of a wind event. A signed "assignment of benefits" turns your claim over to them.
How the claims process works with Palma involved
- On-roof documentation. Dated photos of every damaged slope, chalk-marked impacts on hail claims, drone imagery on steep or historic roofs, measured attic moisture readings on ice-dam claims.
- Scope of loss written to carrier specs. Xactimate-compatible line items, MA code citations for ice-and-water shield and drip edge, manufacturer documentation for discontinued shingles.
- Adjuster meeting on-roof. We meet the adjuster on the roof — not in the driveway. Walking damage together, on-roof, is the single biggest factor in a claim being approved fully vs. underscoped.
- Supplement filing. When the initial estimate misses items — decking replacement found at tear-off, code-required underlayment, ridge vent, matching disputes — we file the supplement with evidence and cite the policy language.
- Install to approved scope. Same 8-step Palma process: permit, tear-off, ice-and-water shield, install, 10-year craftsmanship warranty.
- Depreciation recovery. Final invoice and certificate of completion submitted so the carrier releases withheld depreciation directly to the homeowner.
Common insurer pushback and how we counter it
- Depreciation holdback surprise. The first check is often 40–60% of the total because it's ACV (replacement cost minus depreciation). That's normal — the balance releases after the work is complete and documentation is submitted. We tell homeowners the number to expect before the check arrives.
- Partial-roof / matching disputes. Carrier approves the north slope, not the south, even though the shingle line is discontinued. MA matching provisions in most policies require reasonable match — we supplement with manufacturer discontinuation letters and photo evidence.
- Lowball material grade. Adjuster writes the scope for a 3-tab shingle when the existing roof is architectural. We supplement with photos and manufacturer specs — like-kind-and-quality is the standard, not carrier preference.
- "Cosmetic only" hail denials. Carrier calls hail impact cosmetic when granule loss actually reduces UV protection and shingle life. We document impact density per slope and cite ASTM D3161/D7158 wind-resistance implications when the mat is fractured.
- Underlayment and ice-shield left out. MA 780 CMR requires 24" ice-and-water shield at eaves. Adjuster estimate omits it. Supplement with code citation — non-negotiable.
Realistic timeline — from damage to final check
| Stage | Typical timing |
|---|---|
| Damage → claim opened | Same day |
| Palma on-roof documentation | Within 48 hours |
| Adjuster meeting scheduled | 1–3 weeks (carrier-dependent) |
| Initial estimate + ACV check | 1–2 weeks after adjuster visit |
| Supplement filed and approved (if needed) | 2–4 weeks |
| Install | 3–5 working days for asphalt, longer for slate/metal |
| Depreciation released | 2–4 weeks after final invoice submitted |
Total, damage-to-final-check on a straightforward wind claim: 8–14 weeks. Complex hail or matching-dispute claims run longer.
Storm damage projects we've handled
See real completed projects — including post-storm replacements documented and coordinated with carriers — on the portfolio. Palma has been the on-roof contact on wind, hail, tree-strike, and ice-dam claims across Waltham, Newton, Wellesley, Concord, Belmont, Lexington, Winchester, and the rest of our Eastern MA service area.
Frequently asked questions
What counts as a covered roof loss in Massachusetts?
Sudden, accidental damage: wind loss (missing or creased shingles after a named storm or high-wind event), hail impact, tree or limb strike, and interior water damage from ice dams. Age-related wear, granule loss, and general deterioration are not covered — that's a maintenance replacement.
How long do I have to file a storm damage claim?
Most Massachusetts carriers require notice "promptly" after loss, and many policies specify 30–60 days for the formal claim, with proof-of-loss due within 60 days of the carrier's request. Don't wait — call your carrier the same day you discover damage, then have us on-roof within 48 hours to document.
What is a supplement and when is it filed?
A supplement is a written request to the carrier to add scope or dollars the initial adjuster's estimate missed. Common supplements: code-required ice-and-water shield beyond what the adjuster wrote, decking replacement discovered at tear-off, ridge vent versus box vents, and mismatched shingle 'matching' when only one slope was approved. We file supplements with photo evidence and code citations.
The insurer approved half the roof but the shingles don't match — what happens?
Massachusetts law and most policies include a "matching" or line-of-sight provision: if replacement material won't reasonably match the undamaged portion, the carrier is generally obligated to cover the full slope or full roof. This is one of the most common supplement fights. We write the matching argument with manufacturer discontinuation documentation and photo evidence.
What's Recoverable Depreciation and how do I get it back?
Most policies pay Actual Cash Value (ACV) up front — replacement cost minus depreciation. The withheld depreciation (RCV holdback) is released after the work is completed and the final invoice plus certificate of completion is submitted. We handle that submission; the homeowner receives the depreciation check directly from the carrier.
Do I have to use the contractor my insurer recommends?
No. Massachusetts homeowners choose their own contractor. Carrier "preferred contractor" programs exist to control the carrier's cost, not the homeowner's outcome. Your only obligation is to complete the covered scope with a licensed contractor and submit documentation.
Authoritative sources
- Mass.gov — Division of Insurance
- 780 CMR — MA State Building Code (ice-and-water shield requirements)
- Insurance Information Institute — How to file a homeowners claim
- NWS Boston — Verified storm and wind event data
- Mass.gov — Verify HIC registration
Storm damage you think might be covered? Request a free inspection → — we'll document it and tell you honestly whether it's a claim worth filing.