Case Study: Roof Replacement Gone Wrong – When Rushed Decisions Lead to Greater Loss
CASE STUDIES
This claim began with a classic case of sudden water ingress. The insured had purchased a single-storey weatherboard home just 2–3 years earlier, following appropriate due diligence including a pre-purchase inspection. The inspection identified an aging roof, but not one that required immediate replacement — a 5-year window was suggested for future attention.
However, after a major weather event (a weatherbomb), the homeowner began to notice fungal growth in the ceiling and wall junction of the lounge several days later. The ceiling was fibrous plasterboard, which, while extremely durable, can retain water internally without showing external signs of damage. The sudden appearance of mushrooms and mould sparked concern, prompting the homeowner to lodge a claim.
Insurer's Initial Position
The insurer initially dismissed the damage as the result of long-term maintenance issues, pointing to the fungal growth as evidence of a gradual leak. They suspected the home had experienced a long-standing issue and pushed back on cover.
That’s when the homeowner engaged The Assessing Co. for a detailed, independent assessment.
Our Assessment
Upon site inspection, we discovered:
The roof had been given a fresh coat of paint prior to sale, masking underlying deterioration.
Evidence of prior repairs to internal guttering and flashings at junction points.
The recent weather event had overwhelmed the gutters and flashings, leading to water entering the ceiling cavity.
We sought and received approval to open a section of ceiling adjacent to the fungal growth. Inside, we found:
Some wet insulation and moisture marks on the lining’s reverse.
No visible signs of long-term leakage such as staining, rot, or degradation to framing.
The presence of fungi was consistent with reactivated spores, likely from a previous event that had since dried out — not indicative of a persistent leak.
Our findings demonstrated that the damage was sudden, and the location of the water entry was consistent with recent storm activity. As per IICRC guidelines and observable evidence, this was not a case of gradual deterioration.
Claim Outcome
The insurer accepted the claim for sudden damage, excluding the roof itself, which did require full replacement at the homeowner’s expense.
We helped the insured engage a qualified restoration specialist and oversaw the process to ensure correct remediation.
Our findings resulted in proper recognition of ceiling, lining, cabinetry, and wall damage, all tied to the storm-related ingress.
But Then… It Got Worse
The insurer, eager to move the claim forward, pressured the insured to replace the roof immediately—despite our advice to wait until weather conditions improved.
Unfortunately, during the rushed reroofing:
The roofing contractor left flashing incomplete heading into another storm event.
This resulted in secondary water ingress, affecting multiple rooms and causing further damage to ceilings, walls, floors, and electrical systems.
A full electrical upgrade was required due to water exposure in the ceiling cavity.
The very urgency the insurer demanded led to avoidable, costly damage — yet it was the policyholder who would have borne the consequences had we not continued advocating on their behalf.
Key Takeaways
Sudden water ingress can be masked in durable ceiling systems like fibrous plasterboard — early signs may be subtle.
Fungal growth doesn’t always indicate ongoing leaks — spores can reactivate after single wetting events.
Independent assessments prevent misclassification of claims and protect homeowners from premature denials.
Insurer-driven urgency can result in further losses, especially when temporary mitigation (like flashing) is skipped.
Final Outcome
We ensured that:
The full scope of damage was approved and covered under the policy.
The insured had support through the restoration and reinstatement process.
The claim was settled fairly, despite initial resistance and procedural failures.
