Claim Results
What Happened
A severe storm system with sustained high winds and hail moved through the Lakeland area, causing damage to a multi-tenant strip mall. The building owner filed a claim for damage to multiple roofing systems (flat membrane and metal sections), HVAC units, building signage, and exterior fascia.
The insurance carrier assigned a desk adjuster to handle the claim remotely. The desk adjuster reviewed satellite imagery, requested a few exterior photos from the building owner, and produced an estimate of $28,000 — covering only partial roof repairs on one section of the building. The estimate excluded all HVAC damage, signage, the second roofing system, and interior water damage that had occurred through compromised roof penetrations.
What Care Claims Did
The building owner retained Care Claims after reviewing the carrier's estimate and realizing it covered a fraction of the actual damage. Our team deployed to the property within 48 hours.
We began with a comprehensive aerial survey using drone photography to document the full extent of roof damage across all sections of the strip mall. The drone footage captured hail impact patterns across both the flat membrane and metal roofing systems, damaged flashing at parapet walls, and compromised seals around rooftop HVAC units — none of which were visible from satellite imagery or ground-level photos.
Our adjusters performed infrared moisture scans of the roof systems, identifying areas of trapped moisture beneath the membrane that indicated breaches the carrier's desk review could never have detected. We also inspected the interior of each tenant space, documenting ceiling stains, water damage to commercial fixtures, and compromised insulation.
For the HVAC systems, we retained a licensed mechanical contractor who documented hail damage to condenser fins, bent fan blades, and damaged refrigerant lines on three rooftop units. The carrier's estimate had zero line items for HVAC.
All documentation was uploaded in real time through our Eden claims management platform, giving the building owner visibility into the full scope of damage as we documented it. We prepared a comprehensive Xactimate estimate covering all roofing systems, HVAC replacement and repair, signage, exterior fascia, interior water damage restoration, and temporary repairs to prevent further loss.
We submitted the supplemental claim and, when the carrier continued to defend the desk adjuster's original scope, invoked the appraisal clause. The independent umpire conducted an on-site inspection and agreed with our documented scope. The claim settled at $156,800.
Timeline
Day 1 — Engagement & Drone Survey
Building owner signed Letter of Representation. Care Claims deployed to property. Drone aerial photography documented full roof system damage across all building sections.
Days 3-10 — Full Property Documentation
Infrared moisture scans of roof systems. Interior inspections of all tenant spaces. Licensed mechanical contractor assessed HVAC damage. Full Xactimate estimate prepared.
Day 14 — Supplemental Claim Submitted
Comprehensive supplemental claim submitted with drone footage, infrared scans, HVAC contractor report, interior damage documentation, and complete estimate.
Day 35 — Carrier Rejection & Appraisal Invoked
Carrier defended original desk adjuster scope. Care Claims invoked appraisal clause per policy terms.
Day 78 — Settlement Reached
Independent umpire inspected property on-site and agreed with our documented scope. Final settlement: $156,800.