Forms Revision Chart for FEMA Form 512-0-1

Forms Revision Chart for FEMA Form 512-0-1.pdf

National Flood Insurance Program Call Center and Agent Referral Enrollment Form

Forms Revision Chart for FEMA Form 512-0-1

OMB: 1660-0059

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Forms Revision Chart
FEMA Form 512-0-1, NFIP Agent Referral Questionnaire

FORMS ACTION REQUEST
V. FORMS REVISION CHART (ONLY COMPLETE if a Revision to a Form is being Requested):
Location of Text (e.g.,
Revised Text (e.g., Action Office: Records
Current Text (e.g., Action Office: RMD)
Page 2, Line 3)
Management Division (RMD))

Line 4 & 5

Go to: Yes
No, I do not have a flood policy

NO - I do not have a Flood Policy- go to NO below
OTHER -Caller is an Insurance Agent- go to INSURANCE
AGENT CALLERS - OTH (12)

Line 6 & 7

Go to: No
Remove from mailing list

YES
"What may I help you with today?"

Line 8

Go to Complaint and/or Remove From Mailing List

(Probe to find out what direction to take the call. If
caller is asking for something that requires a

Line 9

Caller is insurance agent

transfer, CHOOSE 01 BELOW. If they have a question
you can answer, or if you will be referring

Line 10-12

Go to Agent Inquiry
Wrong Number
"Thank you for calling the NFIP Referral Center."

them to the website, CHOOSE 02 BELOW.
01 - IF Specific Department/Transfer:
go to TRANSFER TO DEPARTMENT (CLOSE) TRN - 06

Line 13 & 14

(Disposition Final Wrong Number- U)
Prank Call

02 - IF Question/Inquires Only:
go to QUESTIONS/INQUIRY NON-PACKET (CLOSE) INQ 07

Line 15

"Thank you for calling the NFIP Referral Center."

Line 16

(Disposition Final- V)

"Let me look up an agent in your area and I can
transfer you and send you a Flood Insurance
brochure."

Line 17

Hang Up

(If the caller agrees or does not object, CHOOSE 01
BELOW. If the caller objects and starts telling

Line 18 & 19

"Thank you for calling the NFIP Referral Center."
(Disposition Final- Y)

you why they are calling, listen and ask probing
questions to determine the correct path. Always sell
the program.)

Line 20 & 21

1. Yes:
"How may I help you today?"

01 - Caller is interested in NFIP
go to AGENT REFERRAL (WARM TRANSFER) / END INFO
AGSI - 02

Line 22 & 23

1.1 Caller has sustained recent flood damage
* As a friendly reminder, we need to be extremely
sensitive and patient with these callers. First check to

go to SEND INFO ONLY SI - 04 on Page 3
go to AGENT REFERRAL (WARM TRANSFER) ONLY
AGNT - 01

Line 24

see if they have a flood insurance policy and are trying
- Caller is only interested in receiving Flood Brochure
to submit a flood insurance claim. If they do not

Line 25 & 26

have a policy, they may be eligible for disaster
go to SEND INFO ONLY SI - 04
assistance from FEMA if their area has been declared a 02 - Transfer to Department or Question Inquires and
Federal Disaster
still a potential lead.

Line 27 & 28

"I am so sorry, I am happy to help. Do you currently
have flood insurance?
Yes

go to TRANSFERRED TO DEPARTMENT - UP SELL
(TRN - 06 or AGTR - 03 or SITR - 05)

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

go to QUESTIONS/INQUIRY INQ - 07

Line 29

Flood Insurance Claim

Line 30

“Unfortunately you will need to speak with your
insurance agent directly to make a claim.”

"I will transfer you to an Agent Specialist to help you
with that now. In case we get disconnected, the direct
number is

Line 31

(Disposition Final Consumer Inquiry- P)

888-786-7693. Thank you for calling the NFIP Referral
Center. I will transfer you now."

Line 32

Caller indicates that the agent is not responsive/
helpful, sent them to FEMA.

(Agent Update Customer Service Representative will
then follow agent update instruction guide.)

Line 33

“What is the name of the insurance company that
handles your policy?"

Disposition call as OTH - 12)

Line 34 & 35

NFIP, FEMA, State Farm, I don’t know
Go to Transfer to Department (Close) and transfer
them to NFIP Direct

NO
"Please go to our secure agent site at Agents.
Floodsmart.gov where you can register

Line 36

Claims DRTA 1010

and find other information. If you have any future
inquiries regarding your information,

Line 37 & 38

Other WYO Company
Go to WYO (Close)

please call the Agent Update line at 888-786-7693.
Thank you for calling the NFIP Referral Center."

Line 39 & 40

No
Disaster Assistance

Disposition call as OTH - 12
After Hours:

Line 41

“Ok, I am going to transfer you to the department that "An Agent Update Representative will need to help
handles Federal Disaster Assistance to see if your
you with your request, and their

Line 42

area qualifies. Do you have a pen handy?”

operating hours are Monday through Friday, 9:00 am
to 6:30 p.m., Eastern Standard

Line 43

Go to Transfer to Department (Close)

Time. The direct phone number is 888-786-7693.
Please go to our secure agent

Line 44

(Disposition Department Transfer- O)

site at Agents.Floordsmart.gov where you can register
and find other information.

Line 45 & 46

1.2 Checking the status of my claim“Are you checking on a flood insurance claim or
disaster assistance claim?”

Thank you for calling the NFIP Referral Center.
Disposition call as OTH - 12

Line 47

Disaster Assistance

"Please give me one moment while I look up that
number, and I will be happy to transfer you."

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 48

Go to Transfer to Department (Close)

(Probe enough to make sure you are transferring the
consumer to the correct department. If

Line 49

Flood Insurance Claim

necessary, please view the transfer list definitions
location in the help section.)

Line 50

"Are you currently working with an agent on your
insurance claim?"

****Program Transfer List here, so that it is down this
path as well.

Line 51

Yes

"I will now transfer you to the ( name of department ).
In case we get disconnected, I would like to give you
their

Line 52

“You will need to speak with your insurance agent
directly regarding your claim.”

telephone number. Do you have a pen handy? You
can also visit our website at Floordsmart.gov to obtain

Line 53

(Disposition Final Consumer Inquiry- P)

additional information. If we can be of any further
assistance, please feel free to call us back. Thank you
for

Line 54

No/I don’t know/Yes but want to speak to someone
else

calling the NFIP Referral Center. One moment while I
connect you."

Line 55

“What is the name of the insurance company that
handles your policy?”

Disposition call as TRN - 06

Line 56

NFIP, FEMA, State Farm, I don’t know

(If the caller has an inquiry, please do your best to
answer their question(s) and use your comment

Line 57 & 58

Go to Transfer to Department (Close) and transfer
them to NFIP Direct
Claims DRTA 1010

box to note the reason for the call. Please be as
thorough and specific as possible when making
your comments.)

Line 59

Other WYO Company

"Mr./Mrs./Ms. ( their name ), you can visit our website
at Floodsmart.gov for more information about flood
insurance

Line 60

Go to WYO (Close)

agents in your area. If we can be of any further
assistance, please feel free to call us back. Thank you
for calling the

Line 61 & 62

1.3 Looking for lower premium estimates
“Rates are federally regulated if your current agent
writes on behalf of the NFIP, so you will receive the

NFIP Referral Center. Goodbye."
Disposition call as INQ - 07

Line 63

same rate from other agents in our program. I would
be happy to refer you to other agents in the area if

"I will be happy to send you information about the
National Flood Insurance Program. May I have your
name, please?"

Line 64

you would still like to speak with one and I can transfer (Confirm Spelling of Name. Enter Sex of caller, Male or
you to that agent. I can also send you a flood
Female.)

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 65

1.3 Looking for lower premium estimates

"And your address, please?"

Line 66

“Rates are federally regulated if your current agent
writes on behalf of the NFIP, so you will receive the

"And the Zip Code for that Address?"

Line 67

same rate from other agents in our program. I would
be happy to refer you to other agents in the area if

(Preference is to have a street address.)

Line 68 & 69

you would still like to speak with one and I can transfer "May I have your City, please?"
"May I have your Area Code and Telephone Number,
you to that agent. I can also send you a flood
please?"
insurance brochure if you would like.”

Line 70 & 71

Yes to Agent Warm Transfer
Yes to Agent Warm Transfer/Send Brochure

(Repeat the spelling of the name and address to
ensure accuracy.)
"Are you a homeowner, renter, or business owner?

Line 72 & 73

Yes to Agent Referral
Yes to Agent Referral /Send Brochure

(Enter status. If 'Other", enter comments.)
"Your flood insurance package will arrive in 10 to15
business days. You can also visit our website at

Line 74

Yes to Send Brochure

Floodsmart.gov for more information about flood
insurance. If we can be of any further assistance, please

Line 75

1.4 Consumer heard about $129 flood insurance policy feel free to call us back. Thank you for calling the
and is interested in that policy/price
Referral Center. Goodbye."

Line 76

“You may qualify for a low-cost Preferred Risk Policy.
This is based on a number of factors. Your

Disposition call as SI - 4

Line 77

insurance agent will be able to give you more
information. I recommend that you speak with your

"In order to send you flood information and provide
you with an agent in your area, may I have your name,
please?"

Line 78

agent.”

(Confirm Spelling of Name. Enter Sex of caller, Male or
Female.)

Line 79 & 80

If consumer does not want to go back to their agent
1. “I will be happy to locate a qualified agent in your
area who can provide you with flood

"And your address, please?"
(Preference is to have a street address.)

Line 81 & 82

insurance information. I can transfer you to that agent
and also send you a flood insurance
brochure.”

"And the Zip Code for that Address?"
(Write this information down as you will need it later.)

Line 83 & 84

Yes to Agent Warm Transfer
Yes to Agent Warm Transfer/Send Brochure

"May I have your City, please?"
"May I have your Area Code and Telephone Number,
please?"

Line 85

Yes to Agent Referral

(Repeat the spelling of the name and address to
ensure accuracy.)

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 86 & 87

Yes to Agent Referral /Send Brochure
Yes to Send Brochure

"Are you a homeowner, renter, or business owner?
(Enter status indicated. If 'Other", enter comments.)

Line 88

1.5 Want to know what flood zone they are in

"Great! I have just ordered the Flood Insurance
Information Packet for you. Please allow 10 to 15
business days for

Line 89

“Unfortunately, I do not have that information, but
your insurance agent will be able to assist you. You

delivery. One moment while I locate your closest
agents."

Like 90

can also contact your local planning and zoning or
building permit office or you may wish to visit the

(OPT: alt+tab to the HMSS Browser and click on the
Insurance Agent Search link under the FEMA heading.

Line 91

FEMA Map Information Exchange website, msc.fema.
gov. If we can be of any further assistance, please

Copy & paste, or type in the customer's address and
zip code to run the proximity search. Several agents

Line 92

feel free to call us back. Thank you for calling the NFIP
Referral Center.”

will appear in your next screen. Give the caller the first
and last name of three insurance agents, agency

Line 93

(Disposition Final Consumer Inquiry- P)

name and the street name they are located on (i.e.,
Bob Smith at State Farm on Cherry Lane) and then

Line 94

1.6 FEMA says consumer is in a high-risk flood zone,
but the caller doesn’t agree.

ask them which agent would be their first preference
and which agent would be their second preference.

Line 95

“Unfortunately, I do not have that information, but
your insurance agent will be able to assist you. You

Write the preferred JWT Agent ID number down and
the secondary JWT ID number down. Then, alt+tab

Line 96

can also contact your local planning and zoning or
building permit office to help determine your most

back to this screen and press RETURN to enter the ID
numbers.)

Line 97

"M/M ( their name ), I will attempt to transfer you to
current flood zone. Or you may wish to visit the FEMA
( state agent's name ) now. You can also visit our
Map Information Exchange website,
website

Line 98

msc.fema.gov. There is contact information available
at the website for speaking directly to a FEMA

at Floodsmart.gov for more information about flood
insurance and to find other insurance agents in your
area.

Line 99

Mapping Specialist if you need further assistance. If
we can be of any further assistance, please feel free

(If caller tells you they don't want to be transferred,
select NO. If caller says OK or does not say no, then

Line 100

to call us back. Thank you for calling the NFIP Referral
Center.”

proceed to YES.)

Line 101 & 102

(Disposition Final Consumer Inquiry- P)
1.7 Mortgage lender says consumer is in a high-risk
flood zone, but the caller doesn’t agree

01 - YES
02 - NO

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 103

“Unfortunately, I do not have that information, but
your insurance agent will be able to assist you. You

Line104

can also contact your local planning and zoning office
or building permit office or visit the FEMA Map

"M/M ( their name ), do you have a pen handy? ( Agent
name )'s contact information is

Line 105

Information Exchange website, msc.fema.gov. for
information about your most current flood zone.

( agent phone number and address ). When you speak
to the Agent, ask them to give you details

Line 106

Please note that your lender may require you to
purchase flood insurance regardless of your flood
zone.

about the Preferred Risk Policy (PRP). You may qualify
for this low cost policy. You can also visit

Line 107

If we can be of any further assistance, please feel free
to call us back. Thank you for calling the NFIP

our website at Floodsmart.gov to obtain additional
information. If we can be of any further assistance,

Line 108 & 109

Referral Center.”
(Disposition Final Consumer Inquiry- P)

please feel free to call us back. Thank you for calling
the NFIP Referral Center. Good Bye."
Disposition call as AGSI - 02

Line 110

1.8 Received information about free or discounted
flood insurance (typically 3-year term)- This is a Group

YES

Line 111

Flood Insurance Policy

"M/M ( their name ), do you have a pen handy? Just in
case we get disconnected, his/her

Line 112

o Go to Transfer to Department (Close) and transfer
them to NFIP Direct Underwriting DRTA 1009

contact information is ( agent phone number and
address ). If we get the Agent's voice mail,

Line 113

1.9 Specific department transfer

do I have permission to leave your number for the
agent to follow up with you at another time?"

Line 114 & 115

Go to Transfer to Department (Close)
1.10 Interested in insurance and department
information

YES - (Leave voice mail.)
NO - Doesn't want you to leave a voice mail.

Line 116

Yes to Agent Warm Transfer

(YES or NO, say the following:)

Line 117

Yes to Agent Warm Transfer/Department Referral/
Transfer

"When you speak to the agent, ask them to give you
details about the Preferred Risk Policy (PRP).

Line 118

Yes to Agent Warm Transfer/Send Brochure

You may qualify for this low cost policy. One moment
while I transfer you."

Line 119 & 120

Yes to Agent Warm Transfer/Department Referral/
Transfer/Send Brochure
Yes to Agent Referral

01 - Agent answered phone.
02 - Received Agent's voice mail. (If NO to voice mail,
END CALL)

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 121 & 122

Yes to Agent Referral/Department Referral/Transfer
Yes to Agent Referral /Send Brochure

03 - Line is busy/Ring 5 Times No Answer
04 - Line is busy/Wrong Number/Disconnected
(Attempt to contact Second Choice Agent)

Line 123

Yes to Agent Referral/Department Referral/Transfer/
Send Brochure

01 - Agent Answered Phone:

Line 124

Yes to Send Brochure

"Hello ( agent's name ), this is ( your name ) from the
National Flood Insurance Program Referral

Line 125

1.11 Other questions or inquiries

Center. I have ( customer name ) on the line. He/she
would like to speak to you about a Flood

Line 126

If the caller has an inquiry, please do your best to
answer the question(s), use your comment box, and

Insurance Policy. We will also be sending you a fax
confirmation with the consumer's contact

Line 127

note the reason for the call. Please be as thorough as
possible when making your comments.

information tonight. One moment while I bring him/
her on the line..."

Line 128

“You can visit our website at FloodSmart.gov for more
information about your flood risk, flood insurance

(Transfer call.)

Line 129

and to find the names of insurance agents in your area. "M/M ( their name ), ( agent's name ) is on the line with
If we can be of any further assistance, please feel
us. I am going to hang up now. You can

Line 130

free to call us back. Thank you for calling the NFIP
Referral Center.”

also visit our website at Floodsmart.gov to obtain
additional information. Thank you for calling

Line 131

(Disposition Final Consumer Inquiry- P)

the NFIP Referral Center. Goodbye."

Line 132

2.1 Customer indicated they have had a policy for 3
years under FEMA after their house received flood

Disposition call as AGSI - 01

Line 133

damage but it is about to expire and they need a new
policy. This is a Group Flood Insurance Policy

02 - YES, Leave Voice Mail:

Line 134

and now they need to purchase a Standard Flood
Insurance policy through an insurance agent.

"Hello ( agent's name ), this is ( your name ) from the
National Flood Insurance Program Referral

Line 135

“You may contact your insurance agent who provides
your home or auto policy, or if you would

Center. I have ( customer name ) on the line. He/she
would like to speak to you about a Flood

Line 136

prefer I will be happy to locate an agent in your area
who can provide you with a new flood

Insurance Policy. Please call back at ( customer's phone
number ) within the next 24 hours."

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 137

insurance policy. I can transfer you to that agent and
also send you a flood insurance brochure.”

(Return to Customer.)

Line 138

Yes to Agent Warm Transfer

"M/M ( their name ), ( agent's name )'s voice mail
message came on. Please feel free to try

Line 139

Yes to Agent Warm Transfer/Send Brochure

him/her again at your convenience. You can also visit
our Website at Floodsmart.gov to obtain

Line 140

Yes to Agent Referral

additional information. Thank you for calling the NFIP
Referral Center today! Goodbye."

Line 141-143

Yes to Agent Referral /Send Brochure
Yes to Send Brochure
No to Agent Warm Transfer

(OPT: Press RETURN to end call.)
Disposition call as AGSI - 02
02 - NO, Do Not Leave Voice Mail:

Line 144

2.2 Any questions related to higher policy costs and/or "M/M ( their name ), ( agent's name )'s voice mail
current legislation:
message came on. Please feel free to try

Line 145

If the caller already has a policy and has specific
questions about their policy premium:

him/her again at your convenience. You can also visit
our Website at Floodsmart.gov to obtain

Line 146

1. Please refer them back to their current agent-

additional information. Thank you for calling the NFIP
Referral Center today! Goodbye."

Line 147

“I suggest speaking with your agent as they will be
able to assist you with specific policy

(OPT: Press RETURN to end call.)

Line 148

questions.”

Disposition call as AGSI - 02

Line 149

This is the preferred outcome of these calls. If the caller
03 - Line is Busy/Ring 5 Times, No Answer
continues to voice frustration, have

Line 150

issues with being sent back to their agent, or wish to
speak to someone else, then;

"M/M ( their name ), I wasn't able to get through as
( state reason ). Please feel free to try

Line 151

2. Please refer them back to their carrier (this includes
NFIP Direct, if the NFIP services the policy)-

him/her again at your convenience. You can also visit
our Website at Floodsmart.gov to obtain

Line 152

“You can contact your insurance carrier as they also
will be able to assist you with policy

additional information. Thank you for calling the NFIP
Referral Center today! Goodbye."

Line 153

questions.”

(OPT: Press RETURN to end call.)

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 154

3. If the caller continues to voice frustration, or does
not wish to be sent back to their agent or to

Disposition call as AGSI - 03

Line 155

their carrier.

04 - Line is busy/Wrong Number/Disconnected:

Line 156

Go to Transfer to Department (Close) and transfer
them to NFIP Help Center DRTA 1012

"M/M ( their name ), I was not able to reach ( agent's
name ) because their number was

Line 157

“Let me transfer you to the NFIP Help Center. If we can out of service. Just one moment and I will attempt to
be of any further assistance, please feel free
reach another Agent.

Line 158

to call us back. Thank you for calling the NFIP Referral
Center."

(Attempt to call Second Choice Agent. If no contact:)

Line 159

2.3 Customer received a piece of mail indicating that
they need to renew their policy, however they have

"M/M ( their name ), unfortunately, I was not able to
reach ( agent's name ) because their

Line 160

already renewed.

number was also out of service. I apologize for the
inconvenience.. Do you have access to the

Line 161

“I apologize; your payment and our mailing may have
gotten crossed in the mail. If you have

Internet?

Line 162

already renewed your policy you can disregard the
letter. However, it is always best to check

01 - YES

Line 163

with your agent to confirm your payment was
received.”

02 - NO

Line 164 & 165

-If caller is unsure they have paid, or would like
confirmation that payment was received please
refer them back to their agent.

YES:
"You will be able to find more choices for Flood
Insurance Agents in your area on our website

Line 166

“You would need to contact your insurance agent to
ensure that your payment was received. If we

at Floodsmart.gov. Thank you for calling the NFIP
Referral Center today! Goodbye."

Line 167

can be of any further assistance, please feel free to call
(OPT: Press RETURN to end call.)
us back. Thank you for calling the NFIP

Line 168 & 196

Referral Center. “If caller indicates that they have been
Disposition call as AGSI - 04
unable to reach their agent, or their agent
NO:
was not helpful

Line 170

1. Please refer them back to their carrier (this includes
NFIP Direct, if the NFIP services the

(If the caller objects or does not have Internet access,
choose CG options, which will allow

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 171

policy)-

you to start the call over without creating a new
record. You can quickly go back through

Line 172 & 173

“You can contact your insurance carrier as they also
will be able to assist you with policy questions.”
2. No:

the same script and try to attempt two new Agents.
The first two wrong number/disconnects
will not be tracked at this point.)

Line 174

“How may I help you today?”

"I will be happy to send you information about the
National Flood Insurance Program. May I have your
name, please?"

Line 175

2.4 Consumer is interested in flood insurance

(Confirm Spelling of Name. Enter Sex of caller, Male or
Female.)

Line 176 & 177

“I would be happy to help you. Do you already work
with an insurance agent that offers flood
insurance?”

"And your address, please?"
"And the Zip Code for that Address?"

Line 178 & 179

No
“I would be happy to help you. Do you already work
with an insurance agent that offers flood insurance?”

(Write this information down as you will need it later.)
"May I have your City, please?"

Line 180

information. I can transfer you to that agent and also
send you a flood insurance brochure.”

"May I have your Area Code and Telephone Number,
please?"

Line 181

Yes to Agent Warm Transfer

(Repeat the spelling of the name and address to
ensure accuracy.)

Line 182-184

Yes to Agent Warm Transfer/Send Brochure
Yes to Agent Referral
Yes to Agent Referral /Send Brochure

"Are you a homeowner, renter, or business owner?
(Enter status. If 'Other", enter comments.)
"One moment while I locate your closest agents."

Line 185

o Yes to Send Brochure

(OPT: alt+tab to the HMSS Browser and click on the
Insurance Agent Search link under the FEMA heading.

Line 186

o Yes or I don’t know

Copy and paste or type in the customer's address and
zip code to run the proximity search. Several agents

Line 187

o “I recommend that you check with your agent first to will appear in your next screen. Give the caller the first
see if he or she offers flood insurance.”
and last name of three insurance agents, agency name,

Line 188

o If consumer does not want to go back to their agent

and the street name they are located on (i.e., Bob
Smith at State Farm on Cherry Lane) and then ask
them

Line 189

• “I will be happy to locate an agent in your area who
can provide you with flood

which agent would be their first preference and which
agent would be their second preference. Write the

insurance information. I can transfer you to that agent
and also send you a flood

preferred JWT Agent ID number down and the
secondary JWT ID number down. Then, alth+tab back
to this

Line 190

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 191

insurance brochure.”

screen and press RETURN to enter the ID numbers.)

Line 192

Yes to Agent Warm Transfer

"M/M ( their name ), I will attempt to transfer you to
( state agent's name ) now. You can also visit our
website

Line 193 & 194

Yes to Agent Warm Transfer/Send Brochure
Yes to Agent Referral

(If caller tells you they don't want to be transferred,
select NO. If caller says OK or does not say no, then
proceed to YES.)

Line 195 & 196

Yes to Agent Referral /Send Brochure
Yes to Send Brochure

01 - YES
02 - NO

Line 197

2.5 Consumer heard about $129 flood insurance policy
NO
and is interested in flood insurance

Line 198

“I would be happy to help you. You may qualify for a
low-cost Preferred Risk Policy. This is based on a

"M/M ( their name ), do you have a pen handy? ( Agent
name )'s contact information is

Line 199

number of factors. An insurance agent will be able to
give you more information. Do you already work

( agent phone number and address ). When you speak
to the Agent, ask them to give you details

Line 200

with an insurance agent that offers flood insurance?”

about the Preferred Risk Policy (PRP). You may qualify
for this low cost policy. You can also visit

Line 201

our website at Floodsmart.gov to obtain additional
information. If we can be of any further assistance,

Line 202

“I will be happy to locate an agent in your area who
can provide you with flood insurance

please feel free to call us back. Thank you for calling
the NFIP Referral Center. Good Bye."

Line 203 & 204

information. I can transfer you to that agent and also
send you a flood insurance brochure.”
Yes to Agent Warm Transfer

Disposition call as 'Agent Ref" - AGNT - 01
YES

Line 205

Yes to Agent Warm Transfer/Send Brochure

"M/M ( their name ), do you have a pen handy? Just in
case we get disconnected, his/her

Line 206

Yes to Agent Referral

contact information is ( agent phone number and
address ). If we get the Agent's voice mail, do I

Line 207

Yes to Agent Referral /Send Brochure

have permission to leave your number for the agent to
follow up with you at another time?"

Line 208 & 209

Yes to Send Brochure
Yes or I don’t know

YES - (Leave voice mail.)
NO - Doesn't want you to leave a voice mail.

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 210

“I recommend that you check with your agent first to
see if he or she offers flood insurance.”

(YES or NO, say the following:)

Line 211

If consumer does not want to go back to their agent

"When you speak to the agent, ask them to give you
details about the Preferred Risk Policy (PRP).

Line 212

“I will be happy to locate an agent in your area who
can provide you with flood

You may qualify for this low cost policy. One moment
while I transfer you."

Line 213 & 214

insurance information. I can transfer you to that agent
and also send you a flood
insurance brochure.”

01 - Agent answered phone.
02 - Received Agent's voice mail. (If NO to voice mail,
END CALL)

Line 215 & 216

Yes to Agent Warm Transfer
Yes to Agent Warm Transfer/Send Brochure

03 - Line is busy/Ring 5 Times No Answer
04 - Line is busy/Wrong Number/Disconnected
(Attempt to contact Second Choice Agent)

Line 217

Yes to Agent Referral

01 - Agent Answered Phone:

Line 218

Yes to Agent Referral /Send Brochure

"Hello ( agent's name ), this is ( your name ) from the
National Flood Insurance Program Referral

Line 219

Yes to Send Brochure

Center. I have ( customer name ) on the line. He/she
would like to speak to you about a Flood

Line 220

2.6 Just want to know what flood zone they are in

Insurance Policy. We will also be sending you a fax
confirmation with the consumer's contact

Line 221

“I’m sorry to say that I do not have that information. An information tonight. One moment while I bring him/
insurance agent who handles flood insurance
her on the line..."

Line 222

will be able to assist you with this. I recommend that
you contact your insurance agent for this

Line 223

information. I could also locate an agent in your area if "M/M ( their name ), ( agent's name ) is on the line with
you like. Otherwise, you can also contact your
us. I am going to hang up now. You can

Line 224 & 225

local building permit or planning and zoning office or
visit the FEMA Map Information Exchange website,
msc.fema.gov.”

also visit our website at Floodsmart.gov to obtain
additional information. Thank you for calling
the NFIP Referral Center. Goodbye."

Line 226 & 227

Yes to Agent Warm Transfer
Yes to Agent Referral

Disposition call as "Agent Ref" - AGNT - 01
02 - YES, Leave Voice Mail:

Line 228

No to all the above

"Hello ( agent's name ), this is ( your name ) from the
National Flood Insurance Program Referral

(Transfer call.)

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 229

“If we can be of any further assistance, please feel free
to call us back. Thank you for calling the

Center. I have ( customer name ) on the line. He/she
would like to speak to you about a Flood

Line 230

NFIP Referral Center.”

Insurance Policy. Please call back at ( customer's phone
number ) within the next 24 hours."

Line 231

(Disposition Final Consumer Inquiry- P)

(Return to Customer.)

Line 232

2.7 FEMA, Mortgage, etc. says consumer is in a highrisk flood zone, but they don’t agree and want to be

"M/M ( their name ), ( agent's name )'s voice mail
message came on. Please feel free to try

Line 233

remapped

him/her again at your convenience. You can also visit
our Website at Floodsmart.gov to obtain

Line 234

“Let me transfer you to the FEMA Map Information
Exchange. If we can be of any further assistance,

additional information. Thank you for calling the NFIP
Referral Center today! Goodbye."

Line 235

please feel free to call us back. Thank you for calling
the NFIP Referral Center.”

(OPT: Press RETURN to end call.)

Line 236 & 237

Go to Transfer to Department (Close) and transfer
them to FEMA Map Information Exchange (FMIX)
DRTA 1014

Disposition call as "Agent Ref" - AGNT - 01
02 - NO, Do Not Leave Voice Mail:

Line 238

2.8 Received information about free or discounted
"M/M ( their name ), ( agent's name )'s voice mail
flood insurance (typically 3 year term) - This is a Group message came on. Please feel free to try

Line 239

Flood Insurance Policy

him/her again at your convenience. You can also visit
our Website at Floodsmart.gov to obtain

Line 240

Go to Transfer to Department (Close) and transfer
them to NFIP Direct Underwriting DRTA 1009

additional information. Thank you for calling the NFIP
Referral Center today! Goodbye."

Line 241

2.9 Customer indicated that they have already
received two quotes for a flood insurance policy and
wants

(OPT: Press RETURN to end call.)

Line 242

to know why the prices are different if the rates are set
Disposition call as "Agent Ref" - AGNT - 01
by FEMA.

Line 243

“While all agents write under the NFIP Guidelines the
difference in prices could be based on

03 - Line is Busy/Ring 5 Times, No Answer

Line 244

several factors in how the agent rated your policy,
such as a different deductible or a difference

"M/M ( their name ), I wasn't able to get through as
( state reason ). Please feel free to try him/her

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 245

in coverage options. I would suggest speaking with
one of the agents that provided you with a

again at your convenience. If you would like to find
other agents in your area, you can visit our

Line 246

quote to help clarify what rating factors were used.”

Website at Floodsmart.gov. Thank you for calling the
NFIP Referral Center today! Goodbye."

Line 247

If the caller wishes to be transferred to another agent,
please offer them a referral from our

(OPT: Press RETURN to end call.)

Line 248

insurance agent database.

Disposition call as "Agent Ref" - AGNT - 01

line 249

I will be happy to locate an agent in your area who can
04 - Line is busy/Wrong Number/Disconnected:
provide you with flood insurance

Line 250

information. -Yes

Line 251 & 252

out of service. Just one moment and I will attempt to
Yes to Agent Warm Transfer
reach another Agent.
2.10 Any questions related to higher policy costs and/o
(Attempt to call Second Choice Agent. If no contact:)

Line 253

If the caller does NOT have a policy

"M/M ( their name ), unfortunately, I was not able to
reach ( agent's name ) because their

Line 254

1. If they have not already spoken to an agent:

number was also out of service. I apologize for the
inconvenience.. Do you have access to the

Line 255

Please offer them referrals from our insurance agent
database-

Internet?

Line 256

“I will be happy to locate an agent in your area who
can provide you with flood insurance

01 - YES

Line 257

information. I can transfer you to that agent and also
send you a flood brochure.”

02 - NO

Line 258

Yes to Agent Warm Transfer

YES:

Line 259

Yes to Agent Warm Transfer/Send Brochure

"You will be able to find more choices for Flood
Insurance Agents in your area on our website

Line 260

Yes to Agent Referral

at Floodsmart.gov. Thank you for calling the NFIP
Referral Center today! Goodbye."

"M/M ( their name ), I was not able to reach ( agent's
name ) because their number was

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 261-263

Yes to Agent Referral /Send Brochure
Yes to Send Brochure
2. If they’ve already spoken to an agent:

(OPT: Press RETURN to end call.)
Disposition call as AGSI - 04
NO:

Line 264

Please offer them referrals from our insurance agent
database-

(If the caller objects or does not have Internet access,
choose CG options, which will allow

Line 265

“Please note that all agents who write for FEMA use
the same underwriting requirements and rates and

you to start the call over without creating a new
record. You can quickly go back through

Line 266

will give you the same quote. However, I can refer you
to another agent in your area if you’d like.”

the same script and try to attempt two new Agents.
The first two wrong number/disconnects

Line 267

Yes to Agent Warm Transfer

will not be tracked at this point.)

Line 268

Yes to Agent Warm Transfer/Send Brochure

"M/M ( their name ), I would be happy to transfer you
to ( department name ). Before I do so, could I offer to
send

Line 269

Yes to Agent Referral

you some information about the National Flood
Insurance Program or possibly refer you to an
insurance agent in

Line 270

Yes to Agent Referral /Send Brochure

your area?"

Line 271

Yes to Send Brochure

NO - go to TRANSFER TO DEPARTMENT (CLOSE) TRN 06

Line 272

All callers that have GENERAL questions about the
Biggert-Waters Flood Insurance Act of 2012 (BW-

YES - Information Only - go to SEND INFO/
DEPARTMENT TRANSFER SITR - 05

Line 273

12):

YES - Refer to an Agency Only - go to AGENT
TRANSFER/DEPARTMENT REFERRAL AGTR - 03

Line 274

Please refer them to the NFIP Help Center (DRTA 1012, BOTH - go to AGENT REFERRAL-WARM TRANSFER/
1-800-427-4661)SEND INFO/

Line 275

“Let me transfer you to the NFIP Help Center where
they will be able to further assist you.”

DEPARTMENT REFERRAL AGTR - 23

Line 276

2.11 Customer wants to know the difference between
their current agent who offers flood insurance,

"Before I transfer you to ( department name ), can I get
your name?"

Line 277

and the agents listed on our website.

(Enter Sex of caller, Male or Female.)

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 278

o The agents listed on the FloodSmart.gov website are
"And your address, please?"
agents who have taken National Flood

Line 279

Insurance Program flood insurance training and opted
"And the Zip Code for that Address?"
into the Agent Referral program.

Line 280

However, all agents that write through the NFIP abide
by the same underwriting rules and

Line 281

rates and should quote you the same price. Would you "May I have your Area Code and Telephone Number,
like me to locate one of our trained
please?"

Line 282 & 283

agents in your area?
-Yes

(Repeat the spelling of the name and address to
ensure accuracy.)
"Are you a homeowner, renter, or business owner?"

Line 284

Yes to Agent Warm Transfer

(Enter status. If 'Other", enter comments.)

line 285

Yes to Agent Warm Transfer/Send Brochure

"I have just ordered the Flood Insurance information
packet for you. Please allow up to 10 to15 business
days for

Line 286

Yes to Agent Referral

delivery. Please give me a minute and I will look up
that number for you."

Line 287

Yes to Agent Referral/Send Brochure

****Program Transfer List here, so that it is down this
path as well.

Line 288

Yes to Send Brochure

"M/M ( their name ), I will now transfer you to
( department name ). If we can be of any further
assistance, please

Line 289

- No

feel free to call us back, or you can visit our website at
Floodsmart.gov for more information and to find an
Agent

Line 290

1. “If we can be of any further assistance, please feel
free to call us back. Thank you for calling

in your area. Thank you for calling the Referral Center.
Goodbye."

Line 291

the NFIP Referral Center”

Disposition call as "Send Info/Transfer Department" SITR - (4)

Line 292

“In order to provide you with an agent in your area,
may I have your name please?”

"M/M ( their name ), I would be happy to provide you
with the contact information for ( department name ).
Before

Line 293

(Confirm Spelling of Name)

I do so, in order to provide you with an agent in your
area, may I have your name, please?

"May I have your City, please?"

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 294 & 295

“And your address please?”
“And the ZIP Code?”

(Confirm Spelling of Name. Enter Sex of caller, Male or
Female.)
"And your address, please?"

Line 296 & 297

(Write this information down as you will need it later)
“May I have your city please?”

"And the Zip Code for that Address?"
(Write this information down as you will need it later.)

Line 298

“May I have your area code and telephone number
please?”

"May I have your City, please?"

Line 299

(Repeat the spelling of the name and address to
ensure accuracy)

"May I have your Area Code and Telephone Number,
please?"

Line 300 & 301

“Are you a homeowner, renter, or business owner?”
• Homeowner

(Repeat the spelling of the name and address to
ensure accuracy.)
"Are you a homeowner, renter, or business owner?

Line 302 & 303

• Renter
• Business owner

(Enter status. If 'Other", enter comments.)
"One moment while I locate your closest agents."

Line 304

“One moment while I locate an agent in your area.”

(OPT: alt+tab to the HMSS Browser and click on the
Insurance Agent Search link under the FEMA heading.

Line 305

(OPT: alt+tab to the HMSS Browser and click on the
Insurance Agent Search link under the FEMA heading.
Copy

Copy and paste or type in the customer's address and
zip code to run the proximity search. Several agents

Line 306

and paste or type in the customer's address and ZIP
Code to run the proximity search. Several agents’
names will

will appear in your next screen. Give the caller the first
and last name of three insurance agents, agency name,

Line 307

and the street name they are located on (i.e., Bob
appear in your next screen. Give the caller the first and
Smith at State Farm on Cherry Lane) and then ask
last name of three insurance agents, agency name, and
them

Line 308

the street name they are located on (e.g., Bob Smith at which agent would be their first preference and which
State Farm on Cherry Lane) and then ask them which agent would be their second preference. Write the

Line 309

preferred JWT Agent ID number down and the
agent would be their first preference and which agent
secondary JWT ID number down. Then, alth+tab back
would be their second preference. Write the preferred
to this

Line 310

FloodSmart Agent ID number down and the secondary
screen and press RETURN to enter the ID numbers.)
FloodSmart ID number down. Then alt+tab back to this

Line 311

screen and press return to enter the ID numbers.)

"M/M ( their name ), I will attempt to transfer you to
( state agent's name ) now. You can also visit our
website

Line 312

“[M/M consumer name], I will attempt to transfer you
to [insurance agent name] now. You can always visit
our

at Floodsmart.gov for more information about flood
insurance and to find other insurance agents in your
area.

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 313

website at FloodSmart.gov for more information about (If caller tells you they don't want to be transferred,
your flood risk, flood insurance and to find other
select NO. If caller says OK or does not say no, then

Line 314

insurance agents in your area. Before I transfer you, do
you have a pen handy? Just in case we get
proceed to YES on Page 4.)
disconnected,

Line 315

[his/her] contact information is [insurance agent
phone & address]. If we get the agent’s voicemail, do I
have

01 - YES

Line 316

permission to leave your number for the agent to
follow up with you at another time?”

02 - NO (Only select if the caller objects. Otherwise,
enter YES and proceed.)

Line 317 & 318

Yes, leave voicemail
• Go to Yes, voicemail

NO
"M/M ( their name ), do you have a pen handy? ( Agent
name )'s contact information is

Line 319

No, don’t leave voicemail

( agent phone number and address ). When you speak
to the Agent, ask them to give you details

line 320

• Go to No, don’t leave voicemail

about the Preferred Risk Policy (PRP). You may qualify
for this low cost policy. You can also visit

Line 321

• Yes, voicemail

our website at Floodsmart.gov to obtain additional
information. If we can be of any further assistance,

Line 322

“When you speak to the agent ask for details about the please feel free to call us back. Thank you for calling
Preferred Risk Policy. You may qualify for this
the NFIP Referral Center. Good Bye."

Line 323

lower cost policy if you meet certain requirements. The Disposition call as 'Agent Transfer/Department
agent will be able to assist you further. One
Referral" - AGTR - 03

Line 324 & 325

moment while I transfer you.”
b. Agent answered phone

Line 326

“Hello [insurance agent name], this is [your name] from contact information is ( agent phone number and
the National Flood Insurance
address ). If we get the Agent's voice mail, do I

Line 327

Program Referral Center. I have [consumer name] on
the line, [he/she] would like to speak to

have permission to leave your number for the agent to
follow up with you at another time?"

Line 328

you about a flood insurance policy. We will also be
sending you an email confirmation with

YES - (Leave voice mail.)

Line 329

the consumer’s contact information tonight. One
moment while I bring [him/her] on the

NO - Doesn't want you to leave a voice mail.

YES
"M/M ( their name ), do you have a pen handy? Just in
case we get disconnected, his/her

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 330

line.”

(YES or NO, say the following:)

Line 331

(Transfer Call)

"When you speak to the agent, ask them to give you
details about the Preferred Risk Policy (PRP).

Line 332

“[M/M consumer name], [insurance agent name] is on
the line with us. I am going to hang

You may qualify for this low cost policy. M/M ( their
name ), before I transfer you to ( agent's name ),

Line 333

up now. You can also visit our website at FloodSmart.
gov for more information. Thank you

I would like to provide you with the information for
( department name )."

Line 334

for calling the NFIP Referral Center.”

****Program Transfer List here, so that it is down this
path as well.

Line 335

(Disposition Final Agent Warm Transfer- F)

(If consumer chooses NFIP Help Center, the following
language will appear:"

Line 336

c. Received Agent’s voicemail

"M/M ( their name ), at this time I am not able to
provide you with a number for the NFIP Help Center.

Line 337

“Hello [insurance agent name], this is [your name] from However, I can transfer you over to this department
the National Flood Insurance
now. Before I do so, I want to make sure you have

Line 338

Program Referral Center. I have [consumer name] on
the line, [he/she] would like to speak to

the Agent's contact information I gave you earlier."

Line 339 & 340

you about a flood insurance policy. Please call back at
[customer phone number] within the
next 24 hours.”

YES - Proceed with transfer (Close verbiage below.)
NO - Provide agent information again.

Line 341

(Return to Consumer Call)

"I will now transfer you to the ( department name ).
You can also visit our website at Floodsmart.gov

Line 342

“[M/M consumer name], [insurance agent name]
voicemail message came on. Please feel

to obtain additional information. If we can be of any
further assistance, please feel free to call us back.

Line 343

free to try [him/her] again at your convenience. You
can also visit our website at

Thank you for calling the NFIP Referral Center. One
moment while I connect you."

Line 344

FloodSmart.gov for more information. Thank you for
calling the NFIP Referral Center.”

YES or NO, Disposition call as "Agent Transfer/
Department Referral" - AGTR - O3

Line 345 & 346

(Disposition Final Agent Referral- J)
d. Line is busy/Ring 5 Times No Answer/Wrong
Number/Disconnected

"One moment while I transfer you."
01 - Agent answered phone.

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 347 & 348

(Return to Consumer Call)
“[M/M consumer name], I wasn’t able to reach
[insurance agent name] as [state reason].

02 - Received Agent's voice mail. (If NO to voice mail,
END CALL)
03 - Line is busy/Ring 5 Times No Answer

Line 349 & 450

Would you like me to try another agent?”
- Yes: Go back to Yes Voicemail

04 - Line is busy/Wrong Number/Disconnected
(Attempt to contact Second Choice Agent)
01 - Agent Answered Phone:

Line 451

- No:

"Hello ( agent's name ), this is ( your name ) from the
National Flood Insurance Program Referral

Line 452

“Please feel free to try [him/her] again at your
convenience. You can also visit our website at

Center. I have ( customer name ) on the line. He/she
would like to speak to you about a Flood

Line 453

FloodSmart.gov for more information. Thank you for
calling the NFIP Referral Center.”

Insurance Policy. We will also be sending you a fax
confirmation with the consumer's contact

Line 454

(Disposition Final Agent Referral- J)

information tonight. One moment while I bring him/
her on the line..."

Line 455

• No, don’t leave voicemail

(Transfer call.)

Line456

e. Agent answered phone

"M/M ( their name ), ( agent's name ) is on the line with
us. I am going to hang up now. You can

Line 457

“Hello [insurance agent name], this is [your name] from also visit our website at Floodsmart.gov to obtain
the National Flood Insurance
additional information. Thank you for calling the

Line 458

Program Referral Center. I have [consumer name] on
the line, [he/she] would like to speak to

NFIP Referral Center. Goodbye."

Line 459

you about a flood insurance policy. We will also be
sending you an email confirmation with

Disposition call as "Agent Transfer/Department
Referral" - AGTR - 03

Line 460 & 461

the consumer’s contact information tonight. One
moment while I bring [him/her] on the
line.”

02 - YES, Leave Voice Mail:
"Hello ( agent's name ), this is ( your name ) from the
National Flood Insurance Program Referral

Line 462

(Transfer Call)

Center. I have ( customer name ) on the line. He/she
would like to speak to you about a Flood

Line 463

“[M/M consumer name], [insurance agent name] is on
the line with us. I am going to hang

Insurance Policy. Please call back at ( customer's phone
number ) within the next 24 hours."

Line 464 & 465

up now. You can also visit our website at FloodSmart.
gov for more information. Thank you
for calling the NFIP Referral Center.”

(Return to Customer.)
"M/M ( their name ), ( agent's name )'s voice mail
message came on. Please feel free to try

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 367

(Disposition Final Agent Warm Transfer- F)

him/her again at your convenience. You can also visit
our Website at Floodsmart.gov to obtain

Line 468

f. Received Agent’s voicemail/ Line is busy/Ring 5
Times No Answer/Wrong

additional information. Thank you for calling the NFIP
Referral Center today! Goodbye."

Line 469 & 470

Number/Disconnected
(Return to Consumer Call)

(OPT: Press RETURN to end call.)
Disposition call as "Agent Transfer/Department
Referral" - AGTR - 03

Line 471

“[M/M consumer name I wasn’t able to reach
[insurance agent name] as [state

02 - NO, Do Not Leave Voice Mail:

Line 472

reason]Would you like me to try another agent?

"M/M ( their name ), ( agent's name )'s voice mail
message came on. Please feel free to try

Line 473

Yes: Go back to Yes Voicemail

him/her again at your convenience. You can also visit
our Website at Floodsmart.gov to obtain

Line 474

No:

additional information. Thank you for calling the NFIP
Referral Center today! Goodbye."

Line 475

“Please feel free to try [him/her] again at your
convenience. You can also visit our website at

(OPT: Press RETURN to end call.)

Line 476

Floodsmart.gov for more information. Thank you for
calling the NFIP Referral Center.”

Disposition call as "Agent Transfer/Department
Referral" - AGTR - 03

Line 477

(Disposition Final Agent Referral- J)

03 - Line is Busy/Ring 5 Times, No Answer

Line 478

“I would be happy to provide you with the contact
information for [department name]. That phone
number is

"M/M ( their name ), I wasn't able to get through as
( state reason ). Please feel free to try him/her

Line 479

[department phone number]. Now in order to provide again at your convenience. If you would like to find
you with an agent in your area, may I have your name other agents in your area, you can visit our

Line 480

please?”

Website at Floodsmart.gov. Thank you for calling the
NFIP Referral Center today! Goodbye."

Line 481

(Confirm Spelling of Name & Go to Agent Warm
Transfer)

(OPT: Press RETURN to end call.)

Line 482

“In order to send you information on flood insurance
Disposition call as "Agent Transfer/Department
and provide you with an agent in your area, may I have Referral" - AGTR - 03

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 383

your name please?”

04 - Line is busy/Wrong Number/Disconnected:

Line 384

(Confirm Spelling of Name & Go to Agent Warm
Transfer)

"M/M ( their name ), I was not able to reach ( agent's
name ) because their number was

Line 385

“I would be happy to provide you with the contact
information for [department name]. That phone
number is

out of service. Just one moment and I will attempt to
reach another Agent.

Line 386

[department phone number]. Now in order to send
you information on flood insurance and provide you
with an

(Attempt to call Second Choice Agent. If no contact:)

Line 387

agent in your area, may I have your name please?”

"M/M ( their name ), unfortunately, I was not able to
reach ( agent's name ) because their

Line 388

(Confirm Spelling of Name & Go to Agent Warm
Transfer)

number was also out of service. I apologize for the
inconvenience.. Do you have access to the

Line 389 & 390

“In order to provide you with an agent in your area,
may I have your name please?”
(Confirm Spelling of Name)

Internet?
01 - YES

Line 391 & 392

“And your address please?”
“And the ZIP Code?”

02 - NO
YES:

Line 393

(Write this information down as you will need it later)

"You will be able to find more choices for Flood
Insurance Agents in your area on our website

Line 394

“May I have your city please?”

at Floodsmart.gov. Thank you for calling the NFIP
Referral Center today! Goodbye."

Line 395

“May I have your area code and telephone number
please?”

(OPT: Press RETURN to end call.)

Line 396

(Repeat the spelling of the name and address to
ensure accuracy)

Disposition call as "Agent Transfer/Department
Referral" - AGTR - 03

Line 397 & 398

“Are you a homeowner, renter, or business owner?”
• Homeowner

NO:
(If the caller objects or does not have Internet access,
choose CG options, which will allow

Line 399

• Renter

you to start the call over without creating a new
record. You can quickly go back through

Line 400 & 401

• Business owner
“One moment while I locate an agent in your area.”

the same script and try to attempt two new Agents.
The first two wrong number/disconnects
will not be tracked at this point.)

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 402

(OPT: alt+tab to the HMSS Browser and click on the
Insurance Agent Search link under the FEMA heading.
Copy

"In order to send you flood information and provide
you with an agent in your area, may I have your name,
please?"

Line 403

and paste or type in the customer's address and ZIP
Code to run the proximity search. Several agents’
names will

(Confirm Spelling of name and Enter Sex of caller, Male
or Female.)

Line 404

appear in your next screen. Give the caller the first and
"And your address, please?"
last name of three insurance agents, agency name, and

Line 405

the street name they are located on (e.g., Bob Smith at
"And the Zip Code for that Address?"
State Farm on Cherry Lane) and then ask them which

Line 406

agent would be their first preference and which agent
(Write this information down as you will need it later.)
would be their second preference. Write the preferred

Line 407

FloodSmart Agent ID number down and the secondary
"May I have your City, please?"
FloodSmart ID number down. Then alt+tab back to this

Line 408

screen and press return to enter the ID numbers.)

Line 409

“[M/M consumer name], do you have a pen handy? I
(Repeat the spelling of the name and address to
am going to give you the contact information for a few ensure accuracy.)

Line 410

agents in your area. [insurance agent name] contact
information is [insurance agent phone & address].

"Are you a homeowner, renter, or business owner?"

Line 411

(Provide them with contact information for 3 agents,
more only at the consumer’s request)

(Enter status. If 'Other", enter comments.)

Line 412

“You can also visit our website at FloodSmart.gov for
more information. If we can be of any further
assistance,

"Great! I have just ordered the Flood Insurance
information packet for you. Please allow up to 10 to15
business

Line 413

please feel free to call us back. Thank you for calling
the NFIP Referral Center.”

days for delivery. One moment while I locate your
closet agents."

Line 414

(Disposition Final Agent Referral- J)

****Program Transfer List here, so that it is down this
path as well.

Line 415

“In order to provide you with an agent in your area,
may I have your name please?”

(OPT: alt+tab to the HMSS Browser and click on the
Insurance Agent Search link under the FEMA heading.

Line 416

(Confirm Spelling of Name)

Copy and paste or type in the customer's address and
zip code to run the proximity search. Several agents

"May I have your Area Code and Telephone Number,
please?"

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 417

“And your address please?”

will appear in your next screen. Give the caller the first
and last name of three insurance agents, agency name,

Line 418

“And the ZIP Code?”

and the street name they are located on (i.e., Bob
Smith at State Farm on Cherry Lane) and then ask
them

Line 419

(Write this information down as you will need it later)

which agent would be their first preference and which
agent would be their second preference. Write the

Line 420

“May I have your city please?”

preferred JWT Agent ID number down and the
secondary JWT ID number down. Then, alth+tab back
to this

Line 421

“May I have your area code and telephone number
please?”

screen and press RETURN to enter the ID numbers.)

Line 422

(Repeat the spelling of the name and address to
ensure accuracy)

"M/M ( their name ), I will attempt to transfer you to
( state agent's name ) now. You can also visit our
website

Line 423

“Are you a homeowner, renter, or business owner?”

at Floodsmart.gov for more information about flood
insurance and to find other insurance agents in your
area."

Line 424 & 425

• Homeowner
• Renter

01 - YES
02 - NO (Only select if the caller objects. Otherwise,
enter YES and proceed.)

Line 426 & 427

• Business owner
“One moment while I locate an agent in your area.”

NO
"M/M ( their name ), do you have a pen handy? ( Agent
name )'s contact information is

Line 428

(OPT: alt+tab to the HMSS Browser and click on the
Insurance Agent Search link under the FEMA heading.
Copy

( agent phone number and address ). When you speak
to the Agent, ask them to give you details

Line 429

and paste or type in the customer's address and ZIP
Code to run the proximity search. Several agents’
names will

about the Preferred Risk Policy (PRP). You may qualify
for this low cost policy. You can also visit

Line 430

appear in your next screen. Give the caller the first and our website at Floodsmart.gov to obtain additional
last name of three insurance agents, agency name, and information. If we can be of any further assistance,

Line 431

the street name they are located on (e.g., Bob Smith at please feel free to call us back. Thank you for calling
State Farm on Cherry Lane) and then ask them which the NFIP Referral Center. Good Bye."

Line 432

agent would be their first preference and which agent Disposition call as "Agent Referral/Send Info/Dept.
would be their second preference. Write the preferred Referral" - AGTR - 23

Line 433

FloodSmart Agent ID number down and the secondary
YES
FloodSmart ID number down. Then alt+tab back to this

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

"M/M ( their name ), do you have a pen handy? Just in
case we get disconnected, his/her

Line 434

screen and press return to enter the ID numbers.)

Line 435

“[M/M consumer name], do you have a pen handy? I
contact information is ( agent phone number and
am going to give you the contact information for a few address ). If we get the Agent's voice mail, do I

Line 436

agents in your area. [insurance agent name] contact
information is [insurance agent phone & address].

have permission to leave your number for the agent to
follow up with you at another time?"

Line 437

(Provide them with contact information for 3 agents,
more only at the consumer’s request)

YES - (Leave voice mail.)

Line 438

“Now I would be happy to provide you with the
contact information for [department name]. That
phone number

NO - Doesn't want you to leave a voice mail.

Line 439

is [department phone number] and I can transfer you
to that department now. You can also visit our website (YES or NO, say the following:)
at

Line 440

FloodSmart.gov for more information. If we can be of
any further assistance, please feel free to call us back.

"When you speak to the agent, ask them to give you
details about the Preferred Risk Policy (PRP).

Line 441

Thank you for calling the NFIP Referral Center.”

You may qualify for this low cost policy. M/M ( their
name ), before I transfer you to ( agent's name ),

Line 442

(Disposition Final Agent Referral/Department Referral/ I would like to provide you with the information for
Transfer- K)
( department name )."

Line 443

“In order to send you flood information and provide
you with an agent in your area, may I have your name

****Program Transfer List here, so that it is down this
path as well.

Line 444

please?”

(If consumer chooses NFIP Help Center, the following
language will appear:"

Line 445

(Confirm Spelling of Name)

"M/M ( their name ), at this time I am not able to
provide you with a number for the NFIP Help Center.

Line 446

“And your address please?”

However, I can transfer you over to this department
now. Before I do so, I want to make sure you have

Line 447

“And the ZIP Code?”

the Agent's contact information I gave you earlier."

Line 448 & 449

(Write this information down as you will need it later)
“May I have your city please?”

YES - Proceed with transfer (Close verbiage below.)
NO - Provide agent information again.

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 450

“May I have your area code and telephone number
please?”

"I will now transfer you to the ( department name ).
You can also visit our website at Floodsmart.gov

Line 451

(Repeat the spelling of the name and address to
ensure accuracy)

to obtain additional information. If we can be of any
further assistance, please feel free to call us back.

Line 452

“Are you a homeowner, renter, or business owner?”

Thank you for calling the NFIP Referral Center. One
moment while I connect you."

Line 453

• Homeowner

YES or NO, Disposition call as "Agent Referral/Send
Info/Dept. Referral" - AGTR - 23

Line 454 & 455

• Renter
• Business owner

"One moment while I transfer you."
01 - Agent answered phone.

Line 456

“Great! I have just ordered the flood insurance
informational brochure for you. Please allow 10 to 15
business

02 - Received Agent's voice mail. (If NO to voice mail,
END CALL)

Line 457

days for delivery. And one moment while I locate an
agent in your area.”

03 - Line is busy/Ring 5 Times No Answer

Line 458

(OPT: alt+tab to the HMSS Browser and click on the
Insurance Agent Search link under the FEMA heading.
Copy

04 - Line is busy/Wrong Number/Disconnected
(Attempt to contact Second Choice Agent)

Line 459

and paste or type in the customer's address and ZIP
Code to run the proximity search. Several agents’
names will

01 - Agent Answered Phone:

Line 460

appear in your next screen. Give the caller the first and "Hello ( agent's name ), this is ( your name ) from the
last name of three insurance agents, agency name, and National Flood Insurance Program Referral

Line 461

the street name they are located on (e.g., Bob Smith at Center. I have ( customer name ) on the line. He/she
State Farm on Cherry Lane) and then ask them which would like to speak to you about a Flood

Line 462

agent would be their first preference and which agent Insurance Policy. We will also be sending you a fax
would be their second preference. Write the preferred confirmation with the consumer's contact

Line 463

FloodSmart Agent ID number down and the secondary information tonight. One moment while I bring him/
FloodSmart ID number down. Then alt+tab back to this her on the line..."

Line 464

screen and press return to enter the ID numbers.)

Line 465

“[M/M consumer name], do you have a pen handy? I
"M/M ( their name ), ( agent's name ) is on the line with
am going to give you the contact information for a few us. I am going to hang up now. You can

(Transfer call.)

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 466

agents in your area. [insurance agent name] contact
information is [insurance agent phone & address].

also visit our website at Floodsmart.gov to obtain
additional information. Thank you for calling the

Line 467

(Provide them with contact information for 3 agents,
more only at the consumer’s request)

NFIP Referral Center. Goodbye."

Line 468

“You can also visit our website at FloodSmart.gov for
more information. If we can be of any further
assistance,

Disposition call as "Agent Referral/Send Info/Dept.
Referral" - AGTR - 23

Line 469

please feel free to call us back. Thank you for calling
the NFIP Referral Center.”

02 - YES, Leave Voice Mail:

Line 470

(Disposition Final Agent Referral/Send Brochure- L)

"Hello ( agent's name ), this is ( your name ) from the
National Flood Insurance Program Referral

Line 471

“In order to send you flood information and provide
you with an agent in your area, may I have your name

Center. I have ( customer name ) on the line. He/she
would like to speak to you about a Flood

Line 472 & 473

please?”
(Confirm Spelling of Name)

Insurance Policy. Please call back at ( customer's phone
number ) within the next 24 hours."
(Return to Customer.)

Line 474

“And your address please?”

"M/M ( their name ), ( agent's name )'s voice mail
message came on. Please feel free to try

Line 475

“And the ZIP Code?”

him/her again at your convenience. You can also visit
our Website at Floodsmart.gov to obtain

Line 476

(Write this information down as you will need it later)

additional information. Thank you for calling the NFIP
Referral Center today! Goodbye."

Line 477 & 478

“May I have your city please?”
“May I have your area code and telephone number
please?"

(OPT: Press RETURN to end call.)
Disposition call as "Agent Referral/Send Info/Dept.
Referral" - AGTR - 23

Line 479 & 480

(Repeat the spelling of the name and address to
ensure accuracy)
“Are you a homeowner, renter, or business owner?”

02 - NO, Do Not Leave Voice Mail:
"M/M ( their name ), ( agent's name )'s voice mail
message came on. Please feel free to try

Line 481

• Homeowner

him/her again at your convenience. You can also visit
our Website at Floodsmart.gov to obtain

Line 482

• Renter

additional information. Thank you for calling the NFIP
Referral Center today! Goodbye."

Line 483

• Business owner

(OPT: Press RETURN to end call.)

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 484

“Great! I have just ordered the flood insurance
informational brochure for you. Please allow 10 to15
business

Disposition call as "Agent Referral/Send Info/Dept.
Referral" - AGTR - 23

Line 485

days for delivery. One moment while I locate an agent
in your area.”

03 - Line is Busy/Ring 5 Times, No Answer

Line 486

(OPT: alt+tab to the HMSS Browser and click on the
Insurance Agent Search link under the FEMA heading.
Copy

"M/M ( their name ), I wasn't able to get through as
( state reason ). Please feel free to try him/her

Line 487

and paste or type in the customer's address and ZIP
Code to run the proximity search. Several agents’
names will

again at your convenience. If you would like to find
other agents in your area, you can visit our

Line 488

appear in your next screen. Give the caller the first and Website at Floodsmart.gov. Thank you for calling the
last name of three insurance agents, agency name, and NFIP Referral Center today! Goodbye."

Line 489

the street name they are located on (e.g., Bob Smith at
(OPT: Press RETURN to end call.)
State Farm on Cherry Lane) and then ask them which

Line 490

agent would be their first preference and which agent Disposition call as "Agent Referral/Send Info/Dept.
would be their second preference. Write the preferred Referral" - AGTR - 23

Line 491

FloodSmart Agent ID number down and the secondary
04 - Line is busy/Wrong Number/Disconnected:
FloodSmart ID number down. Then alt+tab back to this

Line 492

screen and press return to enter the ID numbers.)

Line 493

“[M/M consumer name], do you have a pen handy? I
out of service. Just one moment and I will attempt to
am going to give you the contact information for a few reach another Agent.

Line 494

agents in your area. [insurance agent name] contact
information is [insurance agent phone & address].

(Attempt to call Second Choice Agent. If no contact:)

Line 495

(Provide them with contact information for 3 agents,
more only at the consumer’s request)

"M/M ( their name ), unfortunately, I was not able to
reach ( agent's name ) because their

Line 496

“Now I would be happy to provide you with the
contact information for [department name]. That
phone number

number was also out of service. I apologize for the
inconvenience.. Do you have access to the

Line 497

is [department phone number] and I can transfer you
to that department now. You can also visit our website Internet?
at

Line 498

FloodSmart.gov for more information. If we can be of
any further assistance, please feel free to call us back.

"M/M ( their name ), I was not able to reach ( agent's
name ) because his/her number was

01 - YES

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 499 & 500

Thank you for calling the NFIP Referral Center.”
02 - NO
(Disposition Final Agent Referral/Department Referral/
YES:
Transfer/Send Brochure- M)

Line 501

“In order to send you flood information, may I have
your name please?”

"You will be able to find more choices for Flood
Insurance Agents in your area on our website

Line 502

(Confirm Spelling of Name)

at Floodsmart.gov. Thank you for calling the NFIP
Referral Center today! Goodbye."

Line 503 & 504

“And your address please?”
“And the ZIP Code?”

(OPT: Press RETURN to end call.)
Disposition call as "Agent Referral/Send Info/Dept.
Referral" - AGTR - 23

Line 505 & 506

(Write this information down as you will need it later)
“May I have your city please?”

NO:
(If the caller objects or does not have Internet access,
choose CG options, which will allow

Line 507

“May I have your area code and telephone number
please?”

you to start the call over without creating a new
record. You can quickly go back through

Line 508

(Repeat the spelling of the name and address to
ensure accuracy)

the same script and try to attempt two new Agents.
The first two wrong number/disconnects

Line 509

“Are you a homeowner, renter, or business owner?”

will not be tracked at this point.)

Line 510

• Homeowner

These questions are asked of the CSR at the end of
each call.

Line 511

• Renter

OPT: Did the customer need literature in Spanish or
English?

Line 512

• Business owner

01 - English

Line 513

“Great! I have just ordered the flood insurance
informational brochure for you. Please allow 10 to 15
business

02 - Spanish

Line 514

days for delivery. You can also visit our website at
FloodSmart.gov for more information. Feel free to call
us back

OPT: Was use of the language line necessary to
complete this call?

Line 515

if you would like information on insurance agents in
your area as well. Thank you for calling the NFIP
Referral

01 - YES

Line 516 & 517

Center.”
(Disposition Final Send Brochure- N)

02 - NO (CALL ENDS)
YES - Please identify which language was spoken
during this call.

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 518 & 519

“Thank you for calling the NFIP Referral Center. You
01 - Spanish
can also visit our website at FloodSmart.gov for more
02 - German
information about your flood risk and flood insurance.

Line 520 & 521

(Disposition Final Consumer Inquiry- P)
“Please give me one moment while I look up that
number, and I will be happy to transfer you.”

03 - Dutch
04 - Russian

Line 522 & 523

"NFIP Direct" Servicing Agent (DSA) Underwriting
DRTA 3112 1-800-638-6620
Policy Status for all DSA policies

05 - Chinese
06 - Japanese

Line 524-526

Servicing questions
Applications/quotes
Cancellations

07 - Arabic
08 - French
09 - Swedish

Line 527

Endorsements

01 - If caller would like to give zip for Insurance Agent
contact only. The caller will be given an Insurance
Agent referral

Line 528

Renewals, rollovers, rewrites

and offered a warm transfer. No information will be
sent:

Line 529

Payments

CONTINUE to Agent Referral Only (Warm Transfer) AGNT - 01

Line 530

Flood processing system assistance

02 - If caller would like flood information sent and the
Insurance Agent's contact information; a warm
transfer to the agent

Line 531 & 532

Basic NFIP questions
Rating assistance

will also be offered.
CONTINUE to Agent Referral/Send Info (Warm
Transfer) - AGSI - 02

Line 533

SFIP, PRP, RCABP, submit for rates

03 = If call is calling in to be transferred to a FEMA
Department, but would also like to give zip for
Insurance Agent

Line 534

Repetitive loss and severe repetitive loss

contact information. Agent contact information is
given and caller is then transferred to appropriate
Department.

Line 535 & 536

Rollovers into the DSA
Depopulation back to the WYOs

Information may or may not be sent.
CONTINUE to Agent Transfer/Department Referral AGTR - 03

Line 537 & 538

Effective date rules
Agent services

OR
Agent Referral (Warm Transfer)/Send Info/Department
Referral - AGTR - 23

Line 539 & 540

Enrollment, transfer/sale of business, commissions,
system access
Mandatory purchase guidelines

04 = If caller would only like flood information sent. No
Agent referral is given.
CONTINUE to Send Info Only - SI - 04

Line 541

Group Flood Insurance Policy (3-year, reduced cost
insurance program)

05 = If caller is calling in to be transferred to a FEMA
Department, but would also like flood information
sent. Flood

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 542

PRP extension

packet is sent out and caller is then transferred to
appropriate Department. No Agent referral is given.

Line 543

Evidence of insurance

CONTINUE to Send Info/Department Transfer - SITR 05

Line 544

Complaint handling/escalation

06 = Caller asking for certain FEMA Department. A
warm transfer to department is offered.

Line 545

Underwriting disputes/appeals

CONTINUE to Transfer to Department (Close) - TRN - 06

Line 546

"NFIP Direct" Servicing Agent (DSA) Claims
3113 1-800-767-4341

Line 547

Claims/flooding events

CONTINUE to Questions/Inquiry Non-Packet Close INQ - 07

Line 548

Take loss notices

08, 09, 10, 11 = All other calls: Hang Up, Prank, Wrong
#, Test Call should be dispositioned accordingly.

Line 549

Advise of claim status

CONTINUE TO OTH - 08, 09, 10, 11

Line 550

Give out adjuster information

12, 13, 14 = If caller is an Insurance Agent looking to
add, change or delete their information or to be
provided with

Line 551

ICC (Increased Cost of Compliance) information

the TFN for the Account Specialists to add, change or
delete their information at a later date.

Line 552

Complaint handing/escalation

CONTINUE to Insurance Agent Callers - OTH - 12, 13, 14

Line 553

3. "NFIP Help Center" Call Center

1. NFIP Direct Servicing Agent/Customer Service
1-800-638-6620

Line 554 & 555

General information toll-free DRTA 3120
1-800-427-4661
Basic NFIP inquiries and general NFIP information

Answers questions from agents and policyholders who
have policies written by
independent agents who represent the NFIP Direct.

Line 556 & 557

Policy/claims/flooding event support to DSA
Obtaining a loss history

2. NFIP Direct Servicing Agent/Claims 1-800-767-4341
3. NFIP Telephone Center 1-800-427-4661

Line 558 & 559

Questions related to the PRP Eligibility Extension
FIRA mailing toll-free (no transfer give caller #)
1-866-395-7496

Answers general flood insurance and claims questions
for WYO Companies.
www.fema.gov/business/nfip

DRTA

07 = If the caller just has questions only or inquiries.
CSR's will use comment box to note why the caller is
calling.

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 560 & 561

Responds to inquiries on the FIRA packet mailings,
including corrections of loss history information

4. NFIP HELP Center 1-866-395-7496
Handle referrals from FEMA Regional Headquarters
staff, Department of Insurance,

Line 562 & 563

4. WYO Inquiries – Questions involving WYO
companies
Refer insured to their flood insurance agent

NFIP State Coordination Offices, from policyholders
who have underwriting and/or claims complaints/
concerns with their Write Your Own (WYO) carrier.

Line 564

Refer to WYO company- see associate WYO vender
POC list

Respond to questions regarding Loss History Reports
and acknowledgement

Line 565

5. FEMA Map Information Exchange (FMIX)
3114 1-877-336-2627

letters, etc. being distributed as a result of FIRA 2004.

Line 566

General NFIP and flood hazard mapping information

Respond to agent questions about basic information
on how to access the training

Line 567 & 568

Description, history, and purpose of program
Program roles and responsibilities

site, cost, etc. If the questions are more involved, a
message will be sent to NFIP and the inquirer will
receive a call back. The agent can also contact:

Line 569 & 570

How to read a flood map
How to read an FIS (Flood Insurance Study)

[email protected]
5. Map Service Center/FEMA Map Store
1-800-358-9616

Line 571

Zone definition

Basic mapping information research (e.g., map panel,
effective date, community number.

Line 572 & 573

Use of FEMA mapping resources
Community information and contacts

To view and order flood maps and flood Insurance
Manuals
http://msc.fema.gov

Line 574 & 575

For the flood zone they're in, refer them to their city
officials
Letters of map change (LOMAs, LOMR-Fs, LOMRs)

6. FEMA Map Assistance Center (FMAC) Map Specialist
1-877-336-2627
For all mitigation issues (LOMA's, LOMR's, LOMC's)

Line 576

Purpose and process

For information about removing a property from the
floodplain.

Line 577 & 578

Mandatory flood insurance purchase requirement
For the flood zone they are in, do not transfer them to
Application and submittal process (distribution by mail the FMAC. Refer them
or email)
directly to their city officials.

Line 579 & 580

Status of active cases
Explanation of determination documents

7. Elevation Certificate
If callers are looking for elevation certificate (needed
for high risk policies), refer

Line 581 & 582

eLOMA process and procedures
Restudy/remapping information

them to a local engineer, architect, land surveyor,
community files or contact
previous owner.

Line 583

Purpose and process

Elevation Certificate www.fema.gov/business/nfip/
elvinst/shtm

DRTA

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 584 & 585

Status of restudies (list of current studies across U.S.
available)
Appeals and comments period assistance

1-800-480-2520 for a copy of the new form.
8. Disaster Assistance (Give number, no transfer)
1-800-621-3362

Line 586 & 587

Community adoption
Map Service Center

To apply for disaster assistance
To check status of disaster assistance claim

Line 588 & 589

Product orders
Account creation/password reset

If they mention it is not a nationally declared disaster,
direct them to contact
local government

Line 590 & 591

Website guidance
Website address: msc.fema.gov

9. Language Line Service 1-800-523-1786
Language interpreting assistance (FEMA code needed)

Line 592

Technical information

10. FEMA Public Affairs Liaison (Eugene "Butch"
Kinerney) 1-202-646-3228

Line 593 & 594

Elevation certificate support
Coastal, levees, mapping/GIS, Hazus, hydrology &
hydraulics, technical

Media calls from radio, TV stations, newspapers,
magazines, reporters, editors,
etc. looking for information on FEMA, NFIP or floods

Line 595 & 596

bulletins
Floodplain management regulations and ordinance
administration

11. FEMA Lender Compliance Officer (Lena Thompson)
1-703-605-0568
Calls from lenders/banks regarding NFIP policies

Line 597 & 598

Flood hazard mitigation techniques
Development in floodplain

Lending requirements
12. FEMA Distribution Facility 1-800-480-2520

Line 599

Gateway to subject matter expert support

FEMA publications, forms, public awareness materials

Line 600

NOTE: FMIX does NOT provide flood zone
determinations and property look-ups by phone,
email, or chat. To

Copies of the new 2007 elevation certificate

Line 601 & 602

receive an official determination, a LODR, LOMA/
LOMR-F application must be filed.
6. Elevation Certificate

IMPORTANT INTERNET ADDRESSES:
www.fema.gov

Line 603

If callers are looking for an existing elevation certificate
www.fema.gov/business/nfip
(needed for high-risk policies), refer

Line 604 & 605

them to their local planning and zoning or building
permit departments, the previous insurance
agent or previous owner.

http://msc.fema.gov
www.floodsmart.gov

Line 606

If callers are looking for a blank elevation certificate,
refer them to the FEMA Distribution Facility

www.agents.floodsmart.gov

Line 607

or FMIX

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 608 & 609

If callers need a certificate completed, refer them to a
licensed land surveyor, architect, or
engineer.

Line 610 & 611

If the elevation certificate has been updated, for a copy
of the latest form refer them to:
www.fema.gov/library/viewRecord.do?id=1383

Line 612 & 613

If they do not have access to the Web, transfer them to
the Distribution Center for a copy of the
new form. (DRTA 3115 1-800-480-2520)

Line 614 & 615

7. Local Planning and Zoning office
If callers are looking for an existing elevation certificate
(needed for high-risk policies), refer

Line 616 & 617

them to their local planning and zoning or building
permit departments, the previous insurance agent or
previous owner.

Line 618 & 619

If callers are looking for a current copy of the flood
maps to determine what flood zone
they are in

Line 620 & 621

8. Disaster Assistance (no transfer give caller #)
1-800-621-3362
To apply for disaster assistance

Line 622 & 623

To check status of disaster assistance claim
If they mention it is not a nationally declared disaster,
direct them to contact

Line 624 & 625

local government
Website address: www.fema.gov

Line 626 & 627

9. FEMA Distribution Facility
DRTA 3115
1-800-480-2520
FEMA publications, forms, public awareness materials

Line 628 & 629

Copies of the new elevation certificate
10. FloodSmart Media Inquiries

Line 630 & 631

All media questions from sales reps about placing ads
for FloodSmart including
print, TV, online for FEMA, NFIP, or FloodSmart:

Line 632-634

Mary Jo Vrem (no transfer, give caller #)
Call: 1-202-212-4724
Email: [email protected]

Line 635

11. FEMA Public Affairs Liaison
1-202-646-3272

Line 636

Media calls from radio, TV stations, newspapers,
magazines, reporters, editors,

DRTA 3116

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

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Line 637 & 638

etc., looking for information about FEMA, NFIP or
flood:
Email: [email protected]

Line 639-641

12. FEMA Lender Compliance
Lender compliance questions/complaints
Calls from lenders/banks regarding NFIP policies

Line 642 & 643

Lending requirements
Refer caller to regulatory authority. Caller may have to
search to find

Line 644 & 645

their lender’s regulatory authority information
13. FEMA Insurance Adjuster Inquiries

Line 646 & 467

For those interested in becoming an insurance
adjuster for FEMA
Gloria Williams-Bland at OST

Line 468 & 469

Email: [email protected]
14. NFIP/Flood Insurance Training for Agents

Line 470 & 471

This is for agents who want to know how they can
become flood trained (NFIP
online self-study courses are no longer available):

Line 472 & 473

For the latest information about NFIP “face-to-face”
and webinar training opportunities, refer to the
workshop schedules posted on the website:

Line 474-476

www.fema.gov/business/nfip/wshops.shtm
For NFIP training-related questions:
call: 1-888-318-5112

Line 477 & 478

Email: [email protected]
15. FloodSmart Referral and Co-Op Programs

Line 479 & 480

This is for agents who have general questions and/or
issues regarding either
program

Line 481-483

Call: 703-539-6621
Fax: 703-891-9866
Email: [email protected]

Line 484 & 485

Email for co-op reimbursement inquiries:
[email protected]
16. Flood Insurance Training for Agents

Line 486 & 487

This is for agents who have completed training and
want and need to submit
proof for their Agents.Floodsmart.gov profiles

Line 488 & 489

Agents can submit their proof of training by (takes 10
to 15 business days):
NFIP FloodSmart

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FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 690-692

P. O. Box 4128
Oakton, VA 22124
Call: 703-539-6620

Line 63 & 694

Fax: 703-891-9866
Email: [email protected]

Line 695 & 696

Website: Agents may upload their certificate directly in
their Agent Profile under the Upload Training
Documentation section of their profile.

Line 699 & 700

NOTE: If they have already submitted their training,
inform them that it may take 10 to 15
business days to be registered in the system.

Line 701-703

17. Irate Callers That Cannot Be Appeased
Judy Marvel Bruton
Email: [email protected]

Line 704 & 705

18. Language Line Service
DRTA 3118
1-877-245-0386
Code needed for language line = 536210

Line 706-708

Language interpreting assistance
Important Internet addresses:
Consumer website: FloodSmart.gov

Line 709-711

Agent website: Agents.FloodSmart.gov
NFIP website: FEMA.gov/business/NFIP
FEMA website: FEMA.gov

Line 712

Map Store website: msc.fema.gov

Line 713

“I will now transfer you to the [name of department]. In
case we get disconnected, I would like to give you the

Line 714

telephone number. Do you have a pen handy? The
number is [phone number]. You can also visit our
website at

Line 715

FloodSmart.gov for more information. If we can be of
any further assistance, please feel free to call us back.

Line 716 & 717

Thank you for calling the NFIP Referral Center. One
moment while I connect you.”
(Disposition Final Department Referral/Transfer- O)

Line 718

“You will need to speak with the insurance company
directly. Please give me one moment while I look up
that number”

Line 719

“The number for [name of insurance company] is
[phone number]. You can also visit our website at

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FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 720

Floodsmart.gov to for more information about your
flood risk and flood insurance. If we can be of any
further

Line 721

assistance, please feel free to call us back. Thank you
for calling the NFIP Referral Center.”

Line 722

(Disposition Final Department Referral/Transfer- O)

Line 723

3. Complaint and/or Remove from Mailing List

Line 724 & 725

“[M/M consumer name] I will be happy to take care of
that for you. I need to get some information from you
to do that.”

Line 726-728

“When did you receive this piece?”
(Note the date (MM/DD/YYYY) in your comments)
“Please describe the piece.”

Line 729-731

(Note comments
“May I have your name please?”
(Note consumer name

Line 732 & 733

“May I have your mailing address?”
(Note consumer mailing address

Line 734

(Enter any additional notes that should be reported to
the client)

Line 735 & 736

“If we can be of any further assistance, please feel free
to call us back. Thank you for calling the NFIP Referral
Center.”

Line 737 & 738

(Disposition Final Removed From Mailer/Complaint- Q)
4. Agent Inquiry

Line 739

4.1 Any requests for help writing a policy, details on a
policy, transferring a policy, processing a claim, etc.

Line 740 & 741

“Who do you currently write your flood insurance
policies through?”
Caller is with a WYO

Line 742

1. “Unfortunately I do not have this information; you
will need to speak with the insurance

Line 743 & 744

company directly. Please give me one moment while I
look up that number”
(Go to WYO Department list)

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 745 & 746

(Disposition Final Department Referral- O)
Caller writes directly with the NFIP (State Farm,
Travelers)

Line 747 & 748

2. “Let me transfer you to NFIP Direct. In case we get
disconnected, the direct number is 1-800-638-6620.”

Line 749 & 750

(Disposition Department Transfer- O)
4.2 I would like to sign up to sell flood insurance

Line 751 & 752

“Are you planning to write through the National Flood
Insurance Program or a WYO company?”
NFIP:

Line 753 & 754

1. “Let me transfer you to NFIP Direct. In case we get
disconnected, the direct number is 1-800-638-6620.”

Line 755 & 756

(Disposition Department Transfer- O)
WYO:

Line 757 & 758

1. “You will need to contact your company to ask
about how to sell flood insurance.”
(Disposition Agent Inquiry- R)

Line 759

4.3 I would like to sign up for the Agent Referral
Program (or if they say FloodSmart)

Line 760 & 761

“Sure, let me transfer you to our Agent Specialist. In
case, we get disconnected, that direct number is
1-888-786-7693.”

Line 762 & 763

(Disposition Final Agent Specialist Inquiry- S)
4.4 If you are not able to address their question,
transfer to Agent Specialist

Line 764

• “I will transfer you to an Agent Specialist to help you
with that now. In case we get disconnected, the

Line 765

direct number is 888-786-7693. You can also visit our
agent website at Agents.FloodSmart.gov for

Line 766 & 767

general flood insurance information. Thank you for
calling the NFIP Referral Center. I will transfer you
now.”

Line 768 & 769

(Disposition Final Agent Specialist Inquiry- S)
4.5 After Hours: If you are not able to address their
question, transfer to Agent Specialist

Line 770

“An Agent Specialist will need to help you with your
request. Their operating hours are Monday through

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FEMA FORM 112-2-1 (02/14)

Page 2 of 2

Line 771

Friday from 9 a.m. to 6:30 p.m. Eastern Time. The direct
phone number is 1-888-786-7693. Would you

Line 772

like to try to contact the Agent Specialist yourself, or
would you like me to have the specialist call you

Line 773 & 774

during business hours?”
1. Yes, contact them on their own

Line 775 & 776

"If we can be of any further assistance, please feel free
to call us back. Thank you for calling the NFIP Referral
Center.”

Line 777 & 778

(Disposition Final Agent Specialist Inquiry- S)
2. Wants agent specialist to contact them

Line 779-781

"May I have your name?”
(Note Agent Name)
“May I have your telephone number?”

Line 782 & 783

Note Agent phone number)
“What is the best time to reach you, morning or
afternoon?"

Line 784 & 785

(Note morning or afternoon)
“Please expect a call within the next 24 business hours.
Thank you for calling the

Line 786 & 787

NFIP Referral Center.”
(Disposition Final Agent Specialist Inquiry- S)

Note: If additional space is needed, please print and attach as a separate sheet.
FEMA FORM 112-2-1 (02/14)

Page 2 of 2

File Type	application/pdf
File Title	FEMA Form 112-2-1
Subject	FEMA Form used to requestion the creation of a new, the revision or abolishment of a form.
Author	pnichols
File Modified	2015-08-28
File Created	2015-05-04