i do DO a lot of insurance claims and I also do a lot of fighting with them. Damage is damage to the customer, however the insurance company only covers damage that is an act of God or peril related. If you got on your roof and started hitting it with a hammer, do you think they would buy you a new one? If the customer has a hard time understanding why thats not covered, they prob are going to have a hard time understanding they have to pay you after you replace it. Point out to the customer that the house is covered by huge trees and even if it had hailed, their roof would have been protected by the trees. Suggest they keep their trees pruned to minimize bug infestation. Then suggest the damage shingles be replaced at X$ a square. With the tree trim and the shingles, you can still make a grand off that job, then when it does hail, they can try again to file a claim. If you really want to make them feel better about it, tell them youll give them a 500$ return customer discount. lol..