The Policyholder Who Finally Understood
Meet the Reyes’,
James & Maria.
Friday night.
James and Maria Reyes. Fort Worth, Texas. Two kids, a house they love, and a homeowner’s policy they’d never actually read. When hail hit on a February night, they didn’t know what to do first.
In the old world, that confusion was the beginning of a long, frustrating process. In the new world, they had a guide.
night
The hail stops.
Maria opens the app.
James and Maria are watching TV when it starts. Loud — the kind where the windows rattle. It lasts 20 minutes. When it stops, James walks outside and sees dents on his truck and shingle granules on the driveway. Maria pulls out her phone. Their carrier sent them an ELIAS link when they bought their policy. She’d downloaded it and never opened it. Tonight, she does.
1️⃣ Tonight: I’ll help you document what you can see right now. Not the roof — just ground level photos. This protects you by creating an immediate record.
2️⃣ Tomorrow: I’ll file your claim with your carrier. You don’t need to sit on hold.
3️⃣ Within 24–48 hours: A licensed, certified adjuster will be assigned. I’ll tell you who they are, their qualifications, and when they’re coming.
4️⃣ After the inspection: You’ll receive a complete report — exactly what was found, what’s covered, and what the repair estimate is. No surprises.
Ready to start?
Maria has never had anyone explain the claims process to her before. Every time she’s dealt with insurance, it felt like she was dropped into the middle of something everyone else understood except her. Now she has a guide.
“For the first time in any insurance experience she’d ever had, she felt like she knew what was happening.”
and photos
ELIAS walks them
through the property.
James and Maria walk the perimeter of their house with flashlights. ELIAS tells them exactly what to photograph and why — no guessing, no Googling, no calling a neighbor who went through this once.
James walks around with his phone, photographing through the ELIAS app. Dents on his truck, shingle granules on the driveway, a cracked downspout, damage to the patio cover. As each photo uploads, ELIAS responds immediately.
“She could see the photos populating in real time with ELIAS’s notes attached. For the first time, she felt like she knew what was happening.”
the claim
No hold music.
No confusion about the deductible.
Saturday morning. ELIAS has organized everything from the night before — all photos timestamped, GPS-tagged, packaged. Maria doesn’t need to call anyone.
Before I do — let me explain your deductible so it doesn’t catch you off guard later. Your policy has a 2% wind/hail deductible. On your $385,000 dwelling coverage, that’s $7,700. That means the first $7,700 of covered damage is your responsibility — insurance covers everything above that. Based on the hail size and your roof’s age, the total repair cost is likely to be significantly higher than your deductible. But we won’t know the exact numbers until the adjuster inspects. Ready to file?
Important: please don’t make any permanent repairs yet. Emergency fixes like covering a broken window are fine and covered. But don’t hire a roofer or replace anything until after the inspection. I’ll let you know when it’s safe to move forward.
Maria just filed an insurance claim without sitting on hold for 45 minutes, without repeating her policy number to three different people, and without a single moment of confusion about what she was agreeing to. She understood her deductible before anyone could use it to surprise her later.
“She understood her deductible before anyone could use it to surprise her later. That alone changes everything.”