May 24, 2026
Most people assume paying their home insurance bill means the insurance company will cover repairs when severe weather strikes. But for one Ohio family, that hasn’t been the case. In March of 2025, Max Mays’ home was damaged in a hail storm that peppered the roof, leaving dents and holes.
When Mays reached out to their insurance company, State Farm, the company approved replacing only three shingles. But according to Better Call 4, the company’s proposed fix might violate state laws.
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“Everyone says you can’t repair this roof and if State Farm thinks that’s the case, that’s totally fine, that’s on them, but we just want to know why…they said it’s repairable,” Mays told reporters. “But experts in the field say, ‘No, it’s not,’ and the code enforcement pretty much said that you can’t mix those kinds of shingles because it’s against code.”
A dispute over whether the roof can truly be matched
Ohio insurance regulations include a matching requirement stating that when replaced materials do not match the quality, color or size of damaged materials, insurers must replace enough of the item to create a “reasonably comparable appearance.”
This means that the repairs to the Mays’ roof must match the rest of the current roof — and that’s not possible according to experts. When Mays reached out to a company with expertise in shingle quality and availability, they told him that the shingles on their roof had been discontinued more than 10 years ago.
“We would call this colloquially an entry grade three tab product,” said NTS Identification Services CEO John Senac. “It was the cheapest, the most affordable, the thinnest, the lightest, the shortest life expectancy three-tab style single in the market. That very thin lower-grade entry-grade product is obsolete for every manufacturer.”
Still, State Farm insists that a repair is all that is needed, even though the new shingles don’t match. Matching is determined on a case-by-case basis.
“I paid my premiums, I’ve done these things, and what I really want is just some explanation on what to do and I’m just frustrated,” Mays said. “I’m sad. Just helplessness, it’s total helplessness, is what I feel.”
When contacted by Better Call 4, State Farm issued this statement: “To protect customer privacy, we can’t discuss specific claim details, but we can share that we will continue working with our customer and their attorney.”
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How to settle disputes with your insurance company
If you find yourself in a similar situation, don’t panic. There are steps you can take to set things right.
Document all the damage
Before you do anything else, photograph and record everything on video. Photos or videos can have a huge impact on your settlement, and if your claim escalates, that documentation becomes your evidence. Keep a detailed log of every interaction with your insurance company, too: dates, times, names of representatives and summaries of each conversation. If things end up in court, that paper trail matters.
Read your policy
Check whether you’re covered for the specific damage in dispute, and what causes are covered. Some types of damage, such as flooding, aren’t covered under a traditional homeowners policy. This is also the time to look for local laws on matching requirements, because states other than Ohio may require insurers to ensure repairs match existing materials. Knowing what your policy and the law say before you call puts you in a stronger position
File a formal appeal
Most homeowners don’t realize they can formally appeal a claim decision. Submit your appeal in writing, explaining why you disagree with the decision, including supporting documentation, and ask the adjuster to review the claim. Check your denial letter for a deadline, because you typically have 30 to 90 days from the denial date to file.
Get a public adjuster
The adjuster your insurance company sends works for them, not you. A public adjuster is a licensed professional who represents your interests. They’ll document damages, help you understand your policy and prepare repair estimates. They generally charge a percentage of the final settlement and only get paid if you do.
Consider getting legal help
If all else fails, legal help may be applicable depending on your position. A lawyer can guide you through the process, but the cost to hire one may outweigh any potential settlement.
Insurance denying your claim can leave you feeling helpless and overwhelmed. But it’s important to remember that a rejection letter isn’t necessarily final. Make sure to document all damages and file an appeal. And if you think your insurance company is acting in bad faith, consider filing a complaint with your state’s insurance commissioner.
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Danielle is a personal finance writer whose work has appeared in publications including Motley Fool and Business Insider. She believes financial literacy key to helping people build a life they love. She’s especially passionate about helping families and kids learn smart money habits early.
