WWYD? Customer has a total loss and we pay out 450k plus and it still...

WWYD? Customer has a total loss and we pay out 450k plus and it still open for contents and loss of use. They are buying another home. New home has some cosmetic issues and they don't know how old the roof is, probably 22 years. We get permission from UW to write new home. They come in office with daughter and daughter says she thinks they can do better because we are offering a 5000 deductible and ACV on the roof. They are closin