Writing damage descriptions homeowners understand

Homeowners re-read your words at the kitchen table, under stress, without a construction dictionary. Plain language is not dumbing down. It is what keeps claims moving.

Lead with what it means

Start every description with the consequence, then the evidence. "The roof needs replacement on two slopes" lands; "observed mat fractures consistent with hail impact" alone does not. Technical detail belongs in the sentence after, not the sentence first.

Three patterns that work

• What we found: one sentence, no jargon, names the location.
• What it means for your home: the functional consequence.
• What happens next: the phase, the owner of the next step, the date.

Words to translate

Say "the layer under your shingles" instead of "underlayment", "the metal edging where the roof meets the wall" instead of "flashing", and "wear from age" instead of "deterioration". Keep the technical term in parentheses once if the carrier will see the same document.

Bad news in writing

When something is not covered, state the decision in the first line, quote the policy provision, then translate it. Ending with the remaining options, whether appeal, re-inspection, or more documentation, turns a rejection letter into a next step. The communication scripts file has full wording.