Filing a Claim: Support Your Clients After the Flood

After a devastating flood event, agents and their insurance carriers are often the first call a client will make to get the recovery process started. With patience and understanding, you can help them get back to their home and back to their life more quickly. Share the NFIP Claims Handbook as a resource they can download and reference. 

Filing a flood insurance claim

After experiencing a flood loss, clients will need to file a flood claim promptly with their insurance agent or carrier. During this initial call, be sure to gather enough information to ensure that the claim is filed under the appropriate policy. A claim may need to be filed with different insurers when there is suspected damage by different perils, like after a hurricane there could be wind and flood damage. Getting the claim reported under the right policy will help avoid delays in getting the claim started. You can also set expectations with clients about their coverage amount, deductibles, and what is and isn’t covered under their policy. If there are questions about the flood-in-progress exclusion, view different scenarios to understand if their damage is covered.  

You should also set expectations for the claims process, which includes the following steps:

  • Start a claim
  • Prepare for the inspection
  • Work with the adjuster
  • Document loss and receive payment
  • Make repairs

Direct your clients to the How Do I Start My Flood Claim page to learn more about what to expect during each step.

Post-Flood Disaster Resources

Visit the NFIP Resource Library for infographics and fact sheets about starting recovery, advanced payments, and working with an adjuster.

Visit Resource Library

Registering for disaster assistance

In the event of a Presidential Disaster Declaration, NFIP policyholders may also be eligible for Federal disaster assistance.

For eligible individuals, FEMA disaster assistance may help with noncovered expenses under the flood policy like temporary housing assistance or other needs. Because most homeowners insurance policies provide coverage for loss of use or temporary housing in certain circumstances, it is important to inform your clients that they will need a denial letter from their property insurer as part of the application process.

Registering online at DisasterAssistance.gov is the quickest way to register for FEMA assistance. If clients do not have access to the internet, they can register by calling 800-621-3362 or by visiting a local Disaster Recovery Center (DRC).

Once registered for disaster assistance, your clients may be eligible for:

Money is available for hotels and motels or to rent a different place to live. Government-provided housing unit may be offered when rental resources are not available.

Appealing a flood insurance claim

If a client receives a denial letter for all or some of their flood insurance claim, or if your client is unable to find a resolution with their insurance company, FEMA encourages customers to continue working with their insurance agent or carrier.

If they are still not satisfied, you can encourage clients to explore other options, including filing a claim appeal.

To help clients recover, it’s important to set expectations at the start of the claims process, and to ensure they have a clear understanding of their flood insurance coverage.