NFIP Direct Claim Survey [Claim Start & Claim Adjustment]

NFIP Direct – Claim Start & Claim Adjustment ONLY

4/15/2024

OMB control number: 1601-0029

Exp. 12/30/2026

A Federal agency may not conduct or sponsor an information collection subject to the requirements of the Paperwork Reduction Act unless the information collection has a currently valid OMB Control Number. The approved OMB Control Number for this information collection is 1601-0029 (expires 12/30/2026). Without this approval, we could not conduct this survey. Public reporting for this information collection is estimated to be approximately 5 minutes per response, including the time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the information collection. All responses to this information collection are voluntary. Send comments regarding this burden estimate or any other aspect of this information collection, including suggestions for reducing this burden to Kelli Johnson, [email protected]

Claim Start

1. What is the overall satisfaction with the process for filing a flood insurance claim with the NFIP? *

2. How well does the NFIP process for filing a claim meet your expectations? *

3. How does the NFIP process compare to an ideal process for filing an insurance claim?

4. How likely are you to recommend purchasing NFIP flood insurance to someone else? *

5. Please tell us what we can improve in the process for filing a claim? (open text box)

6. Based on my experience filing a NFIP claim, I trust that FEMA is working in the best interest of flood disaster survivors.*

7. What could have been better? Select all that apply. *

8. What about this interaction made the difference? Select all that apply. *

9. Where are you currently in the NFIP claims process? Select all that apply. *

10. Which of these options did you mainly use to file your claim? *

11. If website was selected: How satisfied were you with your experience navigating the Website for the information you needed to prepare your claim?*

11a. What about your experience with the website could have been better? Select all that apply.*

12. If mobile website was selected: How satisfied were you with your experience navigating the Mobile site for the information you needed to prepare your claim?*

12a. What about your interaction with the Mobile site made the difference? Select all that apply.*

13. What about your interaction with the (website/mobile site/email/call center/agent/other) made the difference? Select all that apply.*

14. What about your experience with the website/mobile site/email/call center/agent/other) could have been better? Select all that apply.*

Please answer yes or no to the following statements:

15. Was your agent sympathetic to your situation?

15a.Was your agent knowledgeable about the process for filing a claim? 15b. Were you able to obtain the assistance you needed from your agent? 15c.Was your agent courteous?

16. Were you provided enough information by/on the (website/mobile site) to complete the next step in the claims process?*

17. Please tell us what was not easy to understand

18. Please indicate the Claim Date of Loss you reported by selecting the month, day and year below.

19. Have you filed and completed an NFIP claim before (not including this current claim?*

20. Were you satisfied with your previous NFIP claim experience? *

21. Please tell us why you were not satisfied with your previous claim experience. (open text)

OMB control number: 1601-0029

Exp. 12/30/2026

A Federal agency may not conduct or sponsor an information collection subject to the requirements of the Paperwork Reduction Act unless the information collection has a currently valid OMB Control Number. The approved OMB Control Number for this information collection is 1601-0029 (expires 12/30/2026). Without this approval, we could not conduct this survey. Public reporting for this information collection is estimated to be approximately 5 minutes per response, including the time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the information collection. All responses to this information collection are voluntary. Send comments regarding this burden estimate or any other aspect of this information collection, including suggestions for reducing this burden to Kelli Johnson, [email protected]

Claim Adjustment

1. What is your overall satisfaction with the process for filing a flood insurance claim with the NFIP?

2. How well does the process for filing an NFIP claim meet your expectations?

3. How well does the process for filing a NFIP claim compare to an ideal process for filing an insurance claim?

4. How likely are you to recommend purchasing NFIP flood insurance to someone else?

5. If you have any ideas on how your NFIP claims experience could be improved, please share them here. (open text box)

6. How likely are you to renew your NFIP policy again next year?*

7. Based on your interaction, please rate your level of trust in NFIP flood insurance?

8. What about this interaction made the difference? Select all that apply.*

9. What could have been better? Select all that apply.*

10. Approximately how long did it take your adjuster to complete the following:

10a.Contact you after you contacted your agent or flood insurance company to report a loss? 10b.Complete the inspection after they contacted you?*

10c. Receive the adjusters estimate after they completed your inspection?*

11. During the inspection with the adjuster, please indicate which of the following states are true. Select Yes or No

11a. Explained the claim estimate to me before they concluded the inspection.* 11b. Discussed the claim estimate to me before they concluded the estimate.*

11c. Provided me with instruction on next steps for the claim following the inspection.* 11d. Provided instructions that were easy to understand.*

12. How satisfied were you with your experience working with the adjuster to prepare your claim?

13. Which adjuster traits mattered most to you? Please pick up to three qualities that you think matter most.*

14. After the adjuster completed your inspection: Please answer Yes or No 14a. The process to complete my claim was simple.*

14b. I did not need further assistance on next steps of my claim.* 14c. I was able to obtain the assistance I needed.*

15. Where did you go to get the additional information that you needed? (Please select all that apply.)*

16. What mattered most to you during your flood claims process?*