NFIP Flood Claim Process

1. NFIP Flood Claim Process

2. How to File a NFIP Claim Outline • What can initiate a flood claim • Claim Process • Your responsibility as a policyholder in the claims process • Appeals Process

3. What is a Flood? (SFIP) A general and temporary condition of partial or complete inundation of two or more acres of normally dry land area or of two or more properties (at least one of which is your property) from: Overflow of inland or tidal waters; Unusual and rapid accumulation or runoff of surface waters from any source; Mudflow.

4. What is not considered flood? • Garden hose left on in the flower bed causing the home to flood • Water heater blowing a gasket causing the home to flood • Pipe bursting in the home

5. Claims Process • Policyholder contacts agent or carrier to report their flood loss-claim. • Flood Adjuster is assigned to the claim and contact the insured within 24 hrs. to set an appointment to inspect the property. • Inspection should happened within 48 hrs. of the adjuster receiving the claim. • The Proof of Loss (POL) should be completed and signed within 60 days of the date of loss. • Payment will be within 60 days from the date the POL is received.

6. Prior to the Inspection • Take photos the water depth inside and outside of the home • Take photos of all the damages in the home • Floor • Walls • Cabinets • Compile a list of all the contents that was damaged in the home • TV’s • Appliances • Furniture • Start mitigating the damages in the home Do not throw away any of the items that was damaged by the flood water in your home. Have these items present at the time the adjuster come out to inspect the home.

7. At the time of the Inspection • Adjuster will: • provide a Proof of Loss • A copy of the estimate • Homeowner will present adjuster with: • Damaged items • Photographs • Content List

8. Proper Building Scope and Estimate • NFIP Estimate Format • Unit cost basis • Room-by-room • Accurate description of rooms • Room vs. offsets • Line-by-line • Individual line depreciation • Sales tax (should be noted to be in the unit cost or shown at the end of the estimate with the totals)

9. Proof of Loss/Estimate

10. Appeals The appeals process is intended to resolve claim issues and is not intended to increase coverage or limits that are not provided by the SFIP. The Appeal Process is FEMA’s final administrative review • 60 days from the date of the (first) denial letter • FEMA will provide a decision in writing within 90 days from the date that all information has been submitted by the policyholder. • Cannot appeal if in process of a lawsuit or appraisal. • The one-year period to file suit commences with the date of written denial from the insurer and is not extended by the appeals process.

11. Flood Appeals Office Email: FEMA-NFIP-Appeals@fema.dhs.gov or mail to: FEMA 400 C Street S.W. 3rd Floor S.W. Washington, DC 20472-3010 What to include in the appeal: • NFIP Declaration Page • Best Contact information • Copy of the denial letter • Specific details about your claim concerns • Documentation to prove your concerns

12. Flood Advocate Office http://www.fema.gov/flood-insurance-reform-flood-insurance-advocate NFIP Support Call Center (1-800-621-3362) https://www.fema.gov/national-flood-insuranceprogram- technical-support-hotline. NFIP Help Center (1-800-427-4661) for general information about the NFIP or advice on how to obtain a property loss history report.

13. Claims Process • Policyholder contacts agent or carrier to report their flood loss-claim. • Flood Adjuster is assigned to the claim and contact the insured within 24 hrs. to set an appointment to inspect the property. • Inspection should happened within 48 hrs. of the adjuster receiving the claim. • The Proof of Loss (POL) should be completed and signed within 60 days of the date of loss. • Payment will be within 60 days from the date the POL is received.

14. Questions? Angela Harrison, Insurance Cell 470-557-2794 | Angela.Harrison@fema.dhs.gov Yho-Meka Conway, Insurance Cell 470-572-0803 | Yho-Meka.Conway@fema.dhs.gov Lauren Schmied, PE, Floodplain Management Cell 202-812-6164 | Lauren.Schmied@fema.dhs.gov Jeffery LaCour, CFM, FM&I Group Supervisor Cell 202-812-5920|Jeffery.LaCour@fema.dhs.gov NFIP Hotline 1-800-427-4661 www.fema.gov/nfip