Contact the Virtual Flood Response Office

Adjusters handling National Flood Insurance Program (NFIP) claims must have an active FCN card. Adjusters who attended the NFIP claims adjuster presentation and qualify can request a 2025 FCN card by emailing.

A certificate of attendance for an adjuster presentation cannot be used to adjust NFIP claims in lieu of an active FCN card.

SALAE Type 2 is for adjustment expenses not compensated by the NFIP adjuster fee schedule. More information can be found in the NFIP Claims Manual section SALAE – 5 SALAE Type 2 – Adjustment Expenses.

Adjusters can find information on remediation and related costs in the NFIP Claims Manual section, Claims Journey – 49, Remediation, Structural Drying, and Emergency Service Contractors and the Claims Guidance - Structural Drying and Other Related Items Bulletin.

When investigating a loss involving flood and other risks consider the following:

• The Standard Flood Insurance Policy (SFIP) is not a valued policy and will only pay for direct physical damage by or from floods.
• Investigate and confirm the cause of loss and document other causes of damage in the report.
• If there is an issue in determining the cause, the use of experts such as engineers is encouraged.
• Adjusters must work with a wind adjuster to ensure no overlap in payment for damages.
• A policyholder cannot be paid more than the pre-loss value of their building regardless of how many policies respond.
• The flood adjuster must determine the building’s pre-loss value and record whether the flood policy will pay anything, even if the wind policy already covered the full amount.
• For additional information refer to the NFIP Claims Handbook.

A building on a slab below the lowest elevated floor of a post-FIRM elevated building located in zones A1-A30, AE, AH, AR, AR/A, AR/AE, AR/AH, AR/A1-A30, V1-V30 and VE is only covered if it is part of the foundation.

To be part of the foundation, a slab must be at least six inches thick, containing rebar and tied into the post, pilings, piers or other foundation walls required to support the building. See the NFIP Claims Manual and Flood Insurance Manual for guidelines about elevated buildings.

Adjusters assigned to a mobile home loss must be registered for that FCN classification and know how to manage it. If not, the claim should be reassigned or have someone registered and proficient in mobile home claims to train or assist. If a non-registered adjuster is being trained, an experienced mobile home adjuster must review and sign off on the claim.

Adjusters must document both non-damaged and damaged property, including tile flooring. Documentation and photographs should support the adjuster’s recommendation to repair, clean or replace damaged or destroyed property.