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Ten Ways to Help Your Clients After a Flood

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Experiencing a flood and dealing with the aftermath are very emotional experiences. Be prepared to help clients take advantage of NFIP information and resources to begin recovery. You can use the information below as a checklist when clients contact you regarding flooding damage.

  1. Remember, people have a hard time processing information in a crisis. During the initial call, let clients know you’re a resource who can help them through the recovery process, and that you will follow up with more information by email.
  2. Remind property owners: Safety comes first. They should return to their property only when authorities say it is safe.
  3. Urge owners to be extremely careful when entering buildings.
    • There may be hidden damage, particularly in foundations.
    • Standing water could be electrically charged from underground or downed power lines.
    • Water can be contaminated from damaged sewer or septic systems or chemicals.
    • FEMA’s Recovering from Disaster guide provides detailed safety information.
  4. Let clients know what to expect during the claims process. You can share this overview infographic and point them to the Claims Handbook for detailed guidance. 
  5. Explain that remote claim adjusting may be available, and the claims adjuster will provide instructions for documenting their damage through photos and videos.
  6. Remind clients not to discard damaged property before documenting damage unless it poses a health or safety risk.
  7. Tell them about the availability of advance payments to help begin recovery as soon as possible. 
  8. If there is an official Presidential Disaster Declaration, encourage policyholders to apply for FEMA disaster assistance as well as flood insurance claims. Assistance may help with expenses, like temporary housing, that flood insurance doesn’t cover. They can get more information at disasterassistance.gov.
  9. Suggest they check for any financial assistance available from their state or community.
  10. Advise clients they may need to bring structures into compliance with floodplain ordinances before they can rebuild or repair their property. Describe how NFIP’s Increased Cost of Compliance (ICC) coverage can help. 
    • ICC coverage is available only if the local floodplain administrator declares the property is substantially or repetitively damaged.
    • Property owners must file a separate ICC claim, and a claim representative will help them process it.