**Case Study: Navigating a Supplement Claim for a Class IV Roof with USAA**
*When a routine insurance claim for storm damage turns into a battle over roofing documentation, everyone can learn from what happens next.*
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### The Homeowner’s Story
After a fierce storm battered his home, Reddit user [HairySmokeball](https://www.reddit.com/user/HairySmokeball) reached out to his insurer, USAA, to file a claim for damage to his 10-year-old roof. USAA, known for its customer-friendly claims process, responded swiftly and authorized a full roof replacement as covered under the policy.
Seeing a chance to upgrade, the homeowner opted for a Class IV impact-resistant shingle—a premium product known to stand up better to hail and severe weather. During installation, however, the contractor made a surprising discovery: the old roof, torn off in the storm, was already a Class IV shingle, unbeknownst to the current homeowner. The contractor believed the insurance payout should reflect the higher value of replacing a Class IV roof with another Class IV but found USAA’s original payout was calculated for a standard shingle.
Wanting to set things right, the contractor submitted a supplement request to USAA for the cost difference, providing photos of the discarded shingles with UL and “Class IV” markings as evidence. USAA, however, wasn’t convinced and requested further documentation—ideally manufacturer or installation paperwork. Since the claimant was not the homeowner when the roof was installed, there was no way to obtain original purchase documents. Out of options, the homeowner turned to Reddit for ideas, wondering if the shingle manufacturer (GAF) could help confirm the Class IV status and how best to proceed.
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### What Went Wrong with the Insurance Process
Several factors contributed to the claim dispute:
– **Strict Documentation Requirements:** Insurance companies need to protect themselves against fraudulent or exaggerated claims. But in this case, USAA’s insistence on original installation documents—even after receiving photographic proof—seems unduly rigid, especially when the evidence showed UL/Class IV markings.
– **Lack of Initial Assessment Detail:** Many claims adjusters don’t always note the type or class of shingle present before approving a replacement. Had there been careful documentation up front—including photos of the pre-removal roof and details on the materials present—the issue might have been avoided.
– **Gap in Chain of Ownership:** Since the previous homeowner installed the roof and is now unreachable, critical paperwork simply isn’t available. This is a common scenario for many second or third owners.
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### What Rights Did the Homeowner Have?
Under most standard homeowners insurance policies, the insurer must restore the property with materials of “like kind and quality.” If a policyholder had Class IV (impact-resistant) shingles, the replacement should reflect this higher standard. The cost differential between standard and Class IV shingles can be significant—meaning the policyholder stood to lose money if USAA only paid for the less durable option.
The insurer does have the right to request reasonable proof that the original shingles were Class IV. Photographs of the actual shingles bearing the manufacturer’s Class IV/UL markings should, under most circumstances, meet this standard.
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### What Steps Should Have Been Taken (By Both Parties)
**For the Homeowner/Contractor:**
1. **Pre-Remediation Documentation:** Before removing old shingles, document their manufacturer, model, and condition. Close-up photos of shingle backs, printing, or UL Class IV stamping can be invaluable.
2. **Retain Physical Samples:** Whenever possible, keep a few intact shingle samples from the old roof to show adjusters in person.
3. **Manufacturer Lookup:** Yes, reaching out to GAF is a smart move. Shingle manufacturers can sometimes confirm model/class based on photos of the product or batch/lot numbers found on the shingle back.
4. **Check Permits and Municipality Records:** Local building departments or permit offices sometimes retain records (including product type) from the last re-roof.
**For the Insurer:**
1. **Evaluate Reasonable Evidence:** Companies should train adjusters to recognize UL/Class IV stamps—these are the industry standard for class certification.
2. **Clarify Documentation Needs:** If more than photos are needed, give homeowners a specific path to get what’s required, and acknowledge situations where original documents are unobtainable.
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### Key Lessons for Homeowners
– **Always Document Your Roof:** If you buy a home or replace your roof, keep product labels, warranties, and permit paperwork. Take and save photos—especially of any markings on the shingle’s back or bundle wrappers.
– **Understand Your Policy:** Make sure your coverage allows for replacement with like kind and quality—including upgrades or specialty products, if present.
– **Escalate if Needed:** If you provide clear physical evidence and your insurer still refuses, you can escalate—first via a supervisor, then your state’s Department of Insurance, or with the assistance of a public adjuster.
– **Leverage All Resources:** Manufacturers, building departments, your original contractor (if known), and even neighbors or HOA records can help establish what was on your roof.
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### Conclusion
HairySmokeball’s case is a classic example of how even “good” insurance companies can misstep when rigid systems collide with real-world messiness. When the typical paper trail is missing, clear photographic evidence of Class IV shingles should be enough, and insurers should show flexibility. For homeowners, keeping meticulous records and thoroughly documenting any loss—both before and after—can prevent disputes and ensure you get every dollar you’re entitled to.
*Original Reddit story: [USAA Claim: Attempting to get Supplemental Payment for Previous Class IV Roof](https://www.reddit.com/r/Roofing/comments/1pdcwdp/usaa_claim_attempting_to_get_supplemental_payment/)*
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Written for HomeClaimWatch: protecting homeowners one claim at a time.
Source: Reddit