Below are some frequently asked questions Total Exteriors gets from our Alberta clients.

Please feel free to call or email our office if you have any questions that we were not able to answer here for you.


What are your hours of business?

We are open Monday through Friday from 7:00 AM until 4:30 PM. After hours, calls are forwarded to our answering service and the appropriate company personnel are dispatched.


How long have you been in business?

Total Exteriors was formed in 2015. The ownership and management has developed a solid reputation with several major insurance companies and property management firms in Alberta and have well over 30 years experience dealing with insurance claims and exterior construction projects.


What role does Total Exteriors play in my claim with my insurance company?

Initially, your insurance company dispatches Total Exteriors to attend to your property and provide your insurance company with a detailed scope of loss. Next, the insurance company will contact you, the insured, and provide Total Exteriors scope of work that is needed to repair the property damage. Once all parties have agreed on the scope we will go ahead and schedule your repairs.


Who do we work for?

The home or property owner is always our customer. Our goal is to deliver the service you need in a time of need after an incident that results in an insurance claim.


In regards to my roof when can my repairs be scheduled?

Once you sign the authorization form and your deductible is paid, your project is put in our production queue. Based on the schedule, you will be called and advised of a projected start date.


All of our crews are licensed and insured?



What type of products will be used on my home?

We make every effort to ensure that the products used are of similar quality as those being replaced.


Can I upgrade materials used on my home?

Absolutely. Upgraded materials are generally available at your request. Upgrades are usually not covered by your Insurance company, and so the home owner is required to provide a 50% deposit on incremental costs before the work is scheduled with the remainder being payable at project completion.


I would like to have some additional work done to my property in conjunction with my Insurance restoration. Is it possible to have Total Exteriors or my own contractor complete this additional work?

Yes, Total Exteriors can certainly provide an estimate on your additional repairs if it is requested early enough in the process and the work can be completed in conjunction with the restoration project. Unfortunately, due to liability issues another contractor is not allowed to perform work on the same site while the restoration project is underway without the expressed permission of Total Exteriors.


Is there a deposit on additional repairs?

Yes. Similar to upgrades, a 50% deposit is required prior to any work commencing. The balance must be paid upon completion of the work.


Who does the clean up after the repairs are completed?

Our staff and subcontractors ensure a full clean is done after repairs are completed.


Do you recycle?

Total Exteriors makes every effort to be “green.” All materials are disposed of in the most environmentally effective method possible.


Will there be an inspection of my project upon completion?

Yes, our quality control department inspects most projects on completion or at critical intervals.


What is a ‘Completion Certificate’?

At the point of completion, you will be asked to sign a certificate which certifies that all repairs were completed to your satisfaction. This document is required by Total Exteriors as well as your insurance company prior to closing the file.


Will you provide a guarantee and/or manufacturer’s warranty on materials used on my project?

Yes, manufacturer’s warranty documentation is available on request at the completion of your project. In addition, Total Exteriors provides a five year warranty on all workmanship.


Has hail damaged my roof?

When struck by hail, shingles may react differently. Hail damage to asphalt and composition shingles often looks different than hail damage to wood shingles.

Hail damage characteristics to asphalt and composition shingles include:

• Hail hits that are soft to the touch, like the bruise on an apple
• Loss of granules, which may expose the roof felt
• Random damage with no discernible pattern
• Hail hits that are black in colour
• Asphalt and/or mat that appears shiny

The main characteristics of hail damage to wood shingles include:

• Impact marks or dents along the splits
• Random damage with no discernible pattern
• A split in the shingle that is brown/orange in colour
• A split in the shingle that has sharp corners and edges
• A split in the shingle that has little to no deterioration at the edges

Mistaken for hail damage: For example other types of damage to shingles may be caused from exposure to inclement weather. Sunlight makes shingles brittle and gives them an aged appearance. This normal wear and tear of shingles is sometimes misidentified as hail damage and may also include:

• Granule loss
• Cracking
• Blistering
• Flaking
• Algae

Also, manufacturing defects and mechanical imperfections in shingles may also be mistaken for hail damage.


How does Total Exteriors determine if you property has sustained damage from hail?

If a hailstorm passed through your area you, us and your insurance company will know it. Your Total Exteriors HAAG Certified Project Manager will inspect your property to determine if it has been damaged by hail and document the types of damage along with the severity and cost to remediate.


I have been told my property did not sustain hail damage, but my neighbour’s property was damaged. Why is that?

There are many factors that determine the type and degree of damage caused by hail to neighbouring homes and it can vary widely based on things such as:

• Position of neighbouring structures
• Natural barriers such as tree cover, landscaping, fences or adjacent homes
• Type and condition of a property’s building materials
• Speed and direction of the wind
• Size, density and speed of the hailstones
• Pitch of your roof


What happens after it is confirmed that my property sustained hail damage?

Your Total Exteriors Project Manager will prepare an estimate listing your damage and the cost to repair or replace what is damaged. We will supply an estimate along with supporting documentation to your insurance company. Once authorized we will get schedule the repairs, offer assistance with materials selection so we can get your property back to it pre-loss condition.


When can repairs begin?

Your repairs can be scheduled as soon as our estimate is approved by you, and if an insurance claim, by your adjuster. Before work begins we will need a Work Authorization signed by you as well.


If partial repairs are all that is needed will the materials used match the rest of my roof?

We try our best to ensure the materials used in the repair of your roof closely resemble those that were damaged.


Can we upgrade the quality of shingles when repairs are necessary?

If you have an insured loss Insurance policy’s normally only cover paying for materials that are the same or similar to those that are damaged by hail. If you wish to upgrade the quality of your roofing material normally you only have to pay the difference in the price of materials or any extra costs that would be incurred by making the changes.


Does Total Exteriors understand how insurance claims are handled?

At Total Exteriors we have years of experience helping customers navigate the claims process for whatever is damaged on the exterior of your home or property. We understand the stress you may be experiencing in submitting an insurance claim and our goal is to make the process go as smoothly as possible for you.

Our team at Total Exteriors give’s you information you need to work with your insurance company in order to complete a claim. Once approved we will coordinate the remediation or replacement services required to get your property back to its pre-loss condition.


Does damage happen to homes in every hail storm?

The potential damage which a hailstone can cause is mainly proportional to the stone‘s size and the wind speed in which it falls.  Clearly, a 30 mm diameter hailstone falling in high winds has a greater damage potential than a stone of the same size falling in light (or even updraft) winds.

To a lesser extent, hailstone hardness and shape / fall orientation can also affect the degree of damage. Hail can fall with little warning, especially when storm clouds are close and rain is already falling heavily.


Will my insurance company cover all costs required to repair the damage?

This can only be answered by your insurance company’s representative. Total Exteriors does not interpret insurance policies or provide comment on coverage issues. The insurance adjuster assigned to your claim provides clarity on policy coverage and any other questions you may have.


Is there a contract that I must sign in order to start my project?

On arrival at your property and before commencing any repair work, you will be presented with an “authorization form,” which you must sign. This document provides Total Exteriors with the authority to be on your property and addresses issues such as payment of your deductible, responsibility for costs that may not be covered by your insurance company and compliance with the Privacy Act.


How long does it take to get an estimate/quote?

In most cases, an estimate will be created within five days of receiving a scope of work.


Can Total Exteriors do the job from start to finish (from demolition through to the rebuild)?

Absolutely, Total Exteriors is experienced with all types of losses such as fire, water, hail and wind, mould and asbestos remediation.


Do I have to pay GST on my claim?

You are responsible for the GST on your claim if you are “GST registered.” In other words, if the property is insured under a company name and the company is GST registered with the Canada Revenue Agency.



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