The clock starts on complete documents
Claims are answered within 30 business days of complete documents arriving. That is the answer to the report; the inspection itself is then booked with you.
The wording matters. The count starts when the documents are complete, not when the first message is sent, so a report carrying photographs, dates and a location reaches its answer faster than a message that simply says the roof is leaking.
What actually moves a claim along
The quality of the report. A claim that says where the water is showing inside, when it started, and what the roof looks like above that point is a claim that can be acted on at the first inspection.
Photographs help. So does the date of the treatment, which is in the registered warranty record rather than in your memory.
- What you are seeing, and where
- When it started, and whether it follows rain or wind
- Photographs of the roof area and of any interior marking
- The approximate date the treatment was applied
The steps in order
Inspection first, and it is free. That is where the cause is identified and the covered question answered. Re-treatment second, and also free where the inspection supports it. A roofing material allowance third, if the re-treatment has not resolved the problem.
Each step narrows the question rather than restarting it, which is what keeps a claim from becoming a correspondence.
What to do in the first hour
Send the details through the form. If water is entering the house, protect what is underneath, note where it is coming through, and say so in the message so it is not treated as a routine booking.
The warranty covers water penetration through the treated shingle, so where the water is entering is the question that decides the path.
The first thing to write down
Whether it follows rain or wind. Rain-driven water points at the surface or a joint; wind points at shingles or edges that have lifted. That single detail tells an inspector where to start, and it takes ten seconds to note.
Send it with the address and the treatment date. Those three lines turn a report into something that can be booked, inspected and answered inside the published window, rather than a message that has to be answered with a question.