Stuck on a Roof Claim? How TDI’s Complaint Process Works

The short answer

If you disagree with a roof claim decision—or the company is not answering—start with the insurer in writing, ask about appraisal when the dispute is about the amount of damage, and then use the Texas Department of Insurance (TDI) complaint process if you still need help. TDI cannot force payment when the company did not violate the law, and it does not handle complaints against roofers themselves.

Step 1: Talk to the insurance company first

TDI’s page on getting help with an insurance complaint says many issues can be resolved by contacting the company. Use the toll-free number on your policy, or call TDI’s Help Line at 800-252-3439 to get the company’s phone number and address.

Put your request in writing when you can. Keep copies of the denial letter, estimates, photos, and claim notes. Ask for a clear explanation of what was denied and why.

When appraisal may help

TDI explains that if you and the company disagree about how much the company will pay for property damage, you might resolve it through appraisal. Most policies allow this. In appraisal, two appraisers—one for you and one for the company—try to agree on the amount of damages; if they cannot, an independent third appraiser decides. You pay for your appraiser and half of the third appraiser’s expenses.

Important limits from TDI:

Appraisal is for the amount of damage, not for deciding whether something is covered.
You cannot use appraisal for a disagreement with another person’s insurance company.

Step 2: File a complaint with TDI

If talking to the company does not fix it, TDI says you can file through its online complaint system and upload supporting documents (limit 24 pages). You must sign a consent form allowing TDI to share your complaint with the company or person the complaint is about; without that consent, TDI may not be able to help.

TDI is clear about what it cannot do:

It cannot decide who caused an accident.
It cannot force a company to pay a claim if the company did not violate the law.
It generally cannot help with complaints against another person’s insurance company.
It cannot help with complaints about service providers, including body shops, building contractors, and roofers. Complaints about a contractor go to the licensing or enforcement agency that regulates that provider.

Questions about the process: TDI Help Line 800-252-3439, 8 a.m. to 5 p.m. Central time.

How this fits with claim deadlines you already have

Texas also sets clocks for how insurers handle claims once you file. TDI’s Consumer Bill of Rights and claim guidance cover acknowledgment, decision, and payment timing. Use those timelines together with the complaint path—not instead of documenting the roof and making only temporary repairs until the adjuster has seen the damage.

If a contractor offers to waive your deductible, that is a separate issue. TDI’s tip sheet says it is illegal for contractors to waive your deductible or help you avoid paying it, and you can report that to the Texas Attorney General’s Consumer Protection Hotline at 800-621-0508. See Is it OK for a contractor to waive my deductible?.

Next step for East Texas homeowners

A professional inspection still comes before most claim decisions. East Texas Roof Quotes passes each quote request to one local roofer. Start with our East Texas roofing page. This article is general consumer information, not legal advice and not a promise about any claim outcome.

Takeaway: For a stuck or disputed roof claim, document everything, talk to your insurer first, use appraisal when the fight is about dollar amount, and file with TDI if you still need a regulator’s help—knowing what TDI can and cannot order.

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