National Flood Insurance Handbook

SECURE IMPORTANT PAPERS

Originals of important insurance papers should
be kept in a safe place, preferably in a bank safe deposit
box. Be sure your papers include contact information
for your agent or company, important receipts, your
flood insurance policy and documentation on your
personal property and contents of your home. Keep
copies in your home or business in the safest, most
accessible place possible that is not subject to flooding.
Having this detailed documentation will make filing
your claim much easier. If floodwaters actually carry
away your property, this list and the photos/receipts
will be important to documenting your loss.
TALK TO YOUR INSURANCE AGENT

Call your ulsurance agent or company representative
and discuss the particular requirements for reporting
a flood claim. These can vary from company to
company, so knowing how to proceed can save a lot
of effort later.
Remember, after a flood it may be difficult to get
in touch with your agent or insurance company. Power
and phone service may be interrupted, or phone lines
may be overwhelmed with other callers. It will benefit
you to know just what to do in advance of flooding.
PLAN AN EMERGENCY CONTACT

After a flood, you may be unable to stay in your
home or to be contacted at your home address
and phone number. Share an emergency contact-address and phone number---with your insurance
agent and family so you can be reached.

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A flood Is an ovemhelmlng experlence. But taklng
quick actlon will put you back In control of your
home and your life.

F

STEPS TO TAKE IMMEDIATELY

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company, policy number and a phone number and/or
e-mail address where you can be reached. All flood
insurance policies require you to give prompt written
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how to fJe vour notice of claim. Otherwise. vou must
said a written nohce to y o u insurance colnpany w t h
your policy number.

SeparateYour Pmperty:Your policy also requires

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adjuster has seen it, unless local law reguires you
to. In that case. take photog of the property before
disposing of it and keep samples for the adjuster
to see. (For example, cut out a piece of wall-to-wall
carpet ) Do all you can to protect undamaged property.

Make a Lisr of Damqed Contents: If you've purchased
contents coverage, make a list of damaged property.
If you prepared comprehensive lists before the flood,
its cost, model and serial number (if appropriate)
and your estimate of the loss amount. Attach your
bills. receipts, photos and any other documents

List Arm of Shuctural Damage: As you look over your
property, make a lis~of any areas of structural damage
you want to point out to the insurance adjuster.

HANDLING YOUR CLAIM
Generally, your adjuster will contact you within 24-48
hours after receiving your notice of loss. However,
depending on local conditions and the severity of
flooding, it may take more time.
Once the adjuster reaches you, a time will be set for
the adjuster to view your property.You may ask the
adjuster for an advance or partial payment. If you have
a mortgage, your mortgage company will need to sign
the Building Property advance check.

During the initial visit to your property, the adjuster
will take measurements and photographs and note
direct flood damage. Ths is called "scoping" a loss.
Be assured that your adjuster will be an experienced
claims professional and will notice many points of
damage you could overlook. However, you are
encouraged to point out a l l damage you have noticed.
After the "scope" is finished, the adjuster will give
you a local contact telephone number and will tell
you whether any additional visits are needed.
(This may be the case if damage is extensive.)

The adjuster then uses the knowledge gained from the
vlsit (s)-and the documentation you have providedto complete a detailed estimate of damages You will get
a copy. Use it as a guide when you ask for bids for
repair work froin licensed professional contractors.

FILING YOUR CLAIM

Your official claim for damages is called a Proof of
Loss. Thts must be fully completed and signed and
in the hands of your insurance company within 60
days after the loss occurs.
The Proof of Loss includes a detailed estimate to
replace or repair the damaged property. In most cases.
the adjuster, as a courtesy, will provide you with a
suggested Proof of Loss. However, you are responsible
for making sure that it is complete, accurate and filed
in a timely manner.
Be sure to keep a copy of the Proof of Loss-and
copies of all supporting documents-for your records.

In some severe floods. EXMA may authorize Proof
of Loss extensions for everyone in your area.
Your insurance company will be notified, as will local
news outlets.

Your claim is payable afier:
You and the insurer agree on the amount of damages.
The insurer receives your complete, accurate and
signed Proof of Loss.
More information on claims payment is in your policy.

Any check for building property must include
your mortgage company name, or the name of the
individual holding your mortgage. A check for
Personal Property will usually be In your name only.

If you notice additional damage to your Building
Property or Personal Property after filing your
claini, you may file a Supplemental Claim This means,
essenttally, that you inust repeat the documentation and
filing process for your original claim, including a Proof
of Loss-but only for the newly discovered damage.
Supplemental Claims should start with immediately
notif'ying your adjuster, agent and/or company
representative. Once you have completed
documentation, present it to your adjuster who may
need to make anorher property visit to verify your loss.

The NflP provfdes you wtth a process t o appeal
declslons regarding your Rwd insurance clalm.
This process Mll help you resolve clalm Issues,
but it cannot glve you added coverage or claim
iimlts beyond those In your NFlP policy.

In filing and completing your insurance claim, you
may have questions. or need further explanations of
decisions that have been made, especially with regard
to coverage, dollar amount of damages, or your Proof
FOUR STEPS TO APPEALING YOUR C L A I M

certain decisions regarding, for example. application
of coverage, timing of the filing of Proof of Loss,
or tlie damage estimate, contact your adjuster fust.

If you are not satisfied with the adjuster's answers,
or do not agree with decisions, get contact
information for the adjuster's supervisor,

Ask your insurance agent or your insurance company
representative for assistance.
Plaare refer to pur flood plicy for more information on appeals.
See W o n 7 of Gmeml Conditions, Paragraph R.

Emergency Management Agency (FEMA).

This letter should be written by the Named Insured (as ~t
appears on your NFP policy) or by a legal representative, if
necessary.le representative should clearly idenafy hidher
relationship to the Named Insured. (For example, a son or
daughter could be handling a clam for an elderly parent.)
A legal representative may be asked to provide authorization

from the Named Insured or other legal documents verlfylng
the relationship.

The following six items should be in your letter to FEMA
in order to address your questions. (If for some reason.
your policy i s not available; your insurance agent can
provide details for the first three items.)
1. The Policy Number, as shown on y o u NFIP policy's
Declarations Page.
2. The policyholder's name, as shown as the Named
Insured on the Declarations Page.
3 . The property address, as shown on the Declarations
Page. (Not your mailing address, if it is different from
the property address.)
4. How you can be. contacted, if you are out of y o u home.
5. The details of your concern.
(Please be as c,omplete as possible.)
6. The dates of contact and contact details for the persons
with whom you have spoken in steps one through three

Enclose documentation of everything that supports your
appeal.
This may include:
..
A detailed list of damaged property and the value
of individual items;
Supporting photographs and/or;
A contractor's detailed estimate to repair damages.
with supporting photographs. (Comparing conuactor
and adjuster estimates in detail will help resolve
differences).