We asked for evidence about the wear and tear on the roof. The insurer gave us a note from a phone conversation from its representative. It said that a contractor had gone to Thomas and Meryl’s home to assess the damage. They had noticed that the nails securing the roof slates were rusty. But the insurer couldn’t provide a recording of the conversation or written confirmation from the contractor. They sent photos of the roof, but these weren’t clear enough to show the nails. Thomas and Meryl asked for a second contractor to assess the damage, which the insurer agreed to. On this report, it showed that the damage was because of the storm. It didn’t mention wear and tear. It also wasn’t reasonable to expect a customer to replace nails that are hidden from view. After looking at both reports, we thought that the second report had more detail and authority. This made it much more persuasive.