Rethinking Roof Repairs: Bridging the Gap in Repair vs. Replace Decisions

itel itel

At Alacrity’s 2025 Access Conference, itel President Chris Touchton delivered a timely and thought-provoking session on one of the biggest opportunities and challenges facing the property insurance industry today: the normalization of roof repairs. With weather events intensifying, materials becoming more expensive, and experience in the field varied, the current model of roof replacement is simply not sustainable. But the answer isn’t just a product or policy change. It’s an ecosystem mindset shift, one that requires alignment, education, and industry-wide collaboration. 

The Bigger Picture: Learning from Auto Insurance 

Not just the technology, but alignment. Stakeholders across the auto industry agreed on a better path forward. 

Today, the repair-first approach to windshield damage is efficient, cost-effective, and universally understood. It works because everyone — from insurers to service providers to policyholders — trusts the process. 

Imagine if the property claims ecosystem could replicate that success for roof repairs. 

Why Roofs Are Different — and Why That Matters 

Roofs, of course, are not windshields. Houses aren’t standardized like cars. Every roof differs in material, construction, and condition. More stakeholders are involved — contractors, adjusters, insurers, manufacturers, and homeowners. Building codes vary between states and municipalities and evolve over time. And roofing costs –for both replacements and repairs – continue to rise. 

But while complexity is a reality, it doesn’t need to be a roadblock. 

The Cost of Inaction 

The status quo is under pressure. More frequent and severe weather events are driving up claims. Inflation and labor shortages are pushing costs higher. And many professionals entering the industry today have less hands-on experience in property claims. 

“There are bad actors at both ends of the spectrum,” Touchton acknowledged. “Contractors sometimes push for replacement when it isn’t needed, and adjusters sometimes write for a repair when a replacement is warranted.” 

This misalignment impacts everyone. Homeowners bear the cost, too. An unnecessary replacement can lead to premium hikes, while an under-scoped repair can leave them without the funds needed for proper restoration. Everyone loses when decisions are based on assumptions instead of data. 

Opportunities Hidden in Complexity 

What makes roof repair determinations so difficult also presents an opportunity to build something better. Touchton highlighted several areas of frequent confusion:

These gray areas open the door to subjectivity, friction, and delays. But they also point to where progress is possible through shared standards, data, and collaboration. 

itel’s Role: A Trusted, Independent Partner 

At itel, we believe that better decisions start with better data. We support over a million unique property claims each year by delivering accurate pricing, material analysis, and repair-versus-replace insights across roofing, siding, and flooring. We fill in the gaps that often stall progress and create friction between stakeholders. 

But more than a data provider, itel sees itself as a connector across the ecosystem. 

“More roofs should be repaired than are currently being repaired in the industry,” Touchton noted. “But not every roof can be repaired. We need to get it right.” 

The Path Forward: Collaboration is Key 

The future of roof repairs isn’t about finding one silver bullet. It’s about taking on the tough work of building trust and alignment: 

• Develop shared repair standards and techniques to reduce subjectivity. 
• Create clearer educational resources so policyholders understand what they’re entitled to. 
• Equip adjusters and contractors with consistent data to support decision-making. 
• Talk more — not less. Across claims, across companies, across the ecosystem. 

Touchton concluded:  

“If repairing your roof becomes more regularly standardized and accepted, we will be better off as an industry, an ecosystem, and a society.” 

Keep the Conversation Going 

The path to normalizing roof repairs is complex, but itel is here to help lead the way. By anchoring decisions in trusted, objective data and fostering collaboration between all parties in the property claims process, we can ensure a more sustainable, fair, and efficient future. 

Let’s keep the dialogue open. Let’s build that future together.