During PestWorld 2025, RumbergerKirk Partner Rebecca Beers and Rollins, Inc. Senior Manager of Quality Assurance and Claims Ray Quesenberry discussed the pitfalls and challenges associated with settling a termite damage claim with real-world scenarios and case studies. They also shared the legal steps to help protect the business and employees from exposure.

Key takeaways included:

• Communication is key. When a customer reports a problem that turns into a warranty claim, especially a termite damage claim, it is important to communicate throughout the claim process. Claims tend to turn into litigation most often when the customer feels like they do not know what is going on with their claim, or that they are not being heard.

• Documentation is vital. From the inception of a relationship with a customer through the claims process and beyond, documentation of the company’s and the customer’s expectations, the status and condition of the property, including prior infestations and damage as well as conducive conditions, and communications between the customer and the PCO must occur, to protect both the customer and the PCO and to ensure that everyone is on the same page. Taking photographs of the property, including damage, evidence of infestation, and conducive conditions, can be incredibly helpful, but in doing so, always make sure you can identify where and when the pictures were taken.

The claims process can be stressful and difficult for everyone involved on all sides, but making sure that you have clear, concise, and documented communications from the beginning of the relationship can help prevent claims from turning into litigation.