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FEMA F-687

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October 2017 

 

 
Table of Contents

Claims Handbook ..................................................... 3 

1 What to Do Before a Flood ........................................ 3 

1.1 Check Your Policy Declarations Page ............. 3 

1.2 Prepare Lists and Documentation .................. 4 

1.3 Secure Important Papers ................................ 4 

1.4 Talk to Your Insurance Agent .......................... 4 

1.5 Have Alternate Contact Information ............... 4 

2 What to Do After a Flood ........................................... 5 

2.1 Do These Things Right Away ........................... 5 

2.2 Handling Your Claim ........................................ 6 

2.3 Supporting Your Claim ..................................... 6 

2.4 Request for Additional Payment ..................... 7 

2.5 Addressing Questions About Your Insurance 

Claim ................................................................. 8 

Paperwork Burden Disclosure Notice ......................... 12

Claims Handbook 2 
Claims Handbook 

The National Flood Insurance Program (NFIP) provides assistance and support to

protect the life you’ve worked hard to build. This handbook helps you take full 

advantage of the flood insurance policy you purchased, if or when you experience 

a flood — whether you are a homeowner, renter, or business owner. 

The U.S. Department of Homeland Security, Federal Emergency Management 

Agency (FEMA), created this claims handbook and the Agency oversees the NFIP. 

The Claims Handbook provides step-by-step guidance on the things you need to 

know about filing a flood claim. The handbook also explains what to do when you 

are not satisfied with the result of your claim, including filing an appeal. Other 

options are available to resolve disagreements with claim results. 

You should refer to your policy’s Declarations Page for specific information on 

coverage, limitations, restrictions, and deductibles. 

1 What to Do Before a Flood 

Floods happen anywhere with little, if any, warning, and flood waters rise quickly. 

Take the necessary steps now to prepare yourself, your family, your pets and farm 

animals, your home, your business, or organization well in advance of a flood. 

Flood insurance is an important component of your protection in case of a flood. 

The “How Do I Buy Flood Insurance” web page provides a comprehensive list of 

critical questions to ask your agent, allowing you to purchase the correct amount 

of coverage to meet your needs with assurance. (https://www.fema.gov/nationalflood-insurance-program/How-Buy-Flood-Insurance)

1.1 Check Your Policy Declarations Page

Your insurer should send you a Declarations Page, which is the front page of your 

policy that specifies the named insured, the property address, the policy period, 

the location of premises, the policy limits, and other key information. Make sure 

the Declaration Page information is correct, along with your mortgage company 

information. Call your insurance agent or company representative immediately to 

correct the Declaration Page information, if you have refinanced, taken a second 

mortgage, or acquired a home improvement loan with a company other than the 

one shown on your policy. Lenders retain a secured interest in the property and 

may initiate legal action to protect their interest. 

Policyholders generally purchase separate personal property and building 

coverages. It is important that you discuss your policy and coverage needs with 

your insurance agent or insurance company representative to assure you have 

appropriate coverage before a flood occurs. Realizing after a flood event, that you 

lack the adequate amount of coverage to repair or replace the property and 

personal property damage is traumatic. 

Prepare your home and 

important documents! 

Always protect your important 

documents from damage – 

including property deeds, 

stock certificates, birth 

certificates, social security 

cards, passports, etc. and 

your insurance paperwork. 

Once a year review your 

important documents, update 

them where necessary, and 

then store them in a safe 

location. Flood insurance 

coverage renews annually and 

you should contact your

insurance provider to verify 

loss reporting procedures.

Remove valuable items from 

the basement. Flood 

insurance limits personal 

property coverage in the 

basement to items such as a 

furnace, washer and dryer, 

food freezer, food in the 

freezer, and window air 

conditioners. 

Flood insurance does not 

cover flood-damaged finished 

floors, bookcases, furniture, 

window treatments, or other 

similar items in located in a 

basement. 

Read more about what is and 

what is not covered at 

(https://www.fema.gov/media

-librarydata/1432130966606-

ec9a9793a03f4a4b5655de0

db708a256/Fact_Sheet_Wha

t_is_Covered-508.pdf).

 

Important Actions to Take. 

Turn off electricity at your 

breaker or fuse box. 

Close the main gas valves. 

Move valuables and important 

documents to a higher level. 

Sanitize bathtubs, sinks, and 

plastic soda bottles and fill 

them with water; 

Bring outdoor items inside or 

tie them down securely, if you 

have time. (e.g., lawn

furniture, grills, etc.), 

Claims Handbook 3 
1.2 Prepare Lists and Documentation

Experiencing a flood is very stressful. Preparing an inventory after a flood occurs, 

and attempting to remember everything you owned is difficult. You should 

prepare and keep a list of the personal property within your home or business 

when you purchase personal property coverage. It is advisable to take photos or 

record videos of your home, your office interior, and your personal property. 

Remember, it is important to regularly update the list. For each item on the list, 

include: 

• Description 

• Date and place of purchase 

• Model number 

• Serial number (for large appliances) 

• Original purchase cost (with receipt, if possible) 

• Include Purchase orders and inventory records when you are a business 

owner 

1.3 Secure Important Papers

Keep original copies of important insurance papers in a secure and waterproof 

location such as a bank safe deposit box. Be sure your papers include your 

insurance agent or company contact information, your flood insurance policy, 

important receipts, and documentation of the covered items within your home or 

business. 

Keep copies of these papers in your home or business in a safe, accessible place 

not subject to flooding and take them with you if you need to evacuate, making 

sure they are in a waterproof container. Retaining detailed documentation makes 

filing the claim much easier when you suffer moderate floodwater property 

damage. 

1.4 Talk to Your Insurance Agent 

Call your insurance agent or company representative and discuss the flood claim 

reporting requirements. Knowing the specifics of your policy saves time and effort 

when filing a claim. Remember it may be difficult for you to contact your 

insurance agent or company after a flood; but make contact as soon as possible 

after the flood event. 

1.5 Have Alternate Contact Information

After a flood, you may not be able to return to your property right away. Once you 

do, it may not be possible to live or work there until repairs are made. It may be 

difficult for representatives of your insurance company to contact you. The lack of 

ability to make contact exists often when you primarily use a landline phone. 

Share alternate contact information – addresses, cell and landline phone 

numbers – with your insurance agent and family so they can reach you before 

there is a flood event that damages your property. 

Prepare your family, and be 

ready to evacuate. 

Create an emergency kit 

consisting of: 

• a large flashlight 

• a battery-powered radio 

• spare batteries 

• candles 

• waterproof matches

• First Aid Kit. 

 

Rule Number One: Keep 

yourself and your loved ones 

safe when flooding is 

imminent. Follow the 

instructions of local 

emergency personnel and 

take your important papers 

with you in a water proof 

container when asked to 

evacuate. 

 

Be prepared. Floods happen 

anywhere. Floodwaters rise 

quickly preventing you from 

evacuating safely. You may 

need to stay in your flooded 

home until help can arrive 

and there are steps you 

must take ahead of time to 

prepare:

In an upper level of your 

home store: 

• drinking water

• non-perishable food 

• radio

• flashlight

• batteries

Store tools in the attic that 

provide a means of escape.

 

Move to the highest level 

necessary to protect 

yourself and family - even 

the roof - if floodwaters enter 

your home before you are 

able to evacuate. Make sure 

to take your cell phone, 

drinking water, and extra 

clothing with you.

Electrocution is a major 

cause of death in floods.

Stay away from downed 

power lines and any other 

electrical wires. 

Claims Handbook 4 
2 What to Do After a Flood 

We understand experiencing a flood is often overwhelming. Initiating swift actions 

to prioritize immediate needs versus less urgent needs puts you on the path to 

recovery more quickly, allowing you to regain control of your home or business, 

and your life. 

2.1 Do These Things Right Away 

Step 1 – Contact your insurance agent or company promptly to report your loss.

Make sure you know the name of your insurance company, your policy number, 

and a phone number or email address where your insurer can contact you prior to 

reaching out. If you are unable to remember the name of your insurance 

company, call the NFIP’s Help Center at 1-800-427-4661.

Step 2 – File a notice of loss with your insurer. All flood insurance policies require 

you to give prompt written notice of flood-related damage. Contact your insurance 

agent or company representative as soon as possible if you have questions about 

filing a loss notice. You must send written notice to your insurance company 

including your policy number if you cannot file a notice of loss directly because 

you are unable to contact your insurance agent. 

Step 3 – Separate your property. Your policy requires separation of damaged 

property from undamaged property. Do not discard anything before an adjuster 

sees it, unless local law requires you to discard it, or the damaged item presents 

a health hazard. In case you discard property, take photographs before disposing 

of the item and keep samples for the adjuster to see (e.g., cut out and keep a 

piece of flood-damaged wall-to-wall carpet). Make every effort to protect 

undamaged property. Move things you want to save to a safe, dry place, such as 

the second story of your property or outdoors. The longer these items sit in water, 

the more damaged they become; do not delay cleaning up after flood. Consult 

with your adjuster or insurer on covered cleaning or repair services. 

Step 4 – Make a list of damaged personal property. Homeowners, renters, and 

businesses that purchased personal property coverage should make a list of 

damaged personal property and include any related details or documents. Be 

sure to note the following: 

• Quantity of each item 

• Description 

• Brand name 

• Where your purchased each item 

• Approximate age; 

• Purchase price of each item 

• Model and serial number 

• The amount it will cost to replace the item with like kind and quality at 

current pricing. 

Attach any relevant documents (e.g., bills, receipts, photos) to your list of 

damaged personal property. 

Step 5 – List areas of structural damage. Make a list of any areas of structural 

damage you want to point out to the adjuster as you examine your property, 

Tips: 

Do not return to your 

property until local 

authorities have given you 

permission if you 

evacuated.

After a flood, be cautious 

when entering your property 

– even if it appears and 

seems safe.

Call your gas company if you 

hear a hissing sound or 

smell gas and leave the 

premises immediately. 

Place your call from a 

different location than the 

location of the gas leak 

because using your landline 

phone or cell phone inside a 

structure with a gas leak 

could spark an explosion.

Keep the electricity turned 

off until an electrician has 

inspected your system.

Do not use toilets or sinks if 

sewer and water lines are 

damaged. Call a plumber. 

Boil water for five minutes 

before drinking it or using it 

to prepare food until you 

know that the water supply 

is safe.

Throw away water-damaged 

food, including canned 

goods.

Claims Handbook 5 
2.2 Handling Your Claim

2.2.1 Working with Your Insurance Adjuster 

Generally, your adjuster contacts you within one to two days after receiving your 

notice of loss. However, depending on local conditions and the severity of 

flooding, it could take longer. When you speak with the adjuster, you set up a time 

for him or her to view your property. 

You may ask the adjuster for an advance or partial payment allowing you to 

receive money needed to begin recovery before your insurer settles your full 

claim. You must work with your adjuster to obtain the information necessary to 

support the request. Then you sign either a partial Proof of Loss or Advance 

Receipt when requesting an advance or partial payment. The request should not 

be for more than 50 percent of your anticipated total claim payment to avoid an

overpayment on your claim, which you will be required to repay. If you have a 

mortgage, your mortgage company must sign all checks covering structural losses

that you receive. The insurer issues the personal property loss advance payment 

check directly to you. Your insurer reduces the amount of your final payment by 

deducting the amount of your advance or partial payment when settling your 

claim. 

2.2.2 Assessing Your Loss 

The adjuster takes measurements and photos, and notes of the damage caused 

directly by the flood event during the initial visit to your property. This is called 

“scoping” a loss. Your adjuster is an experienced claims professional trained to 

notice damage you may have overlooked. However, you should point out any 

damage you have noticed. The adjuster will give you a contact telephone number 

and set expectations concerning the time needed to complete the damage 

estimate after completing the scoping process. The adjuster may need to make 

additional visits to the property if the damage is extensive. 

2.2.3 Preparing a Detailed Estimate 

The adjuster uses his or her understanding of the extent, type, and location of the 

damage along with knowledge gained from his or her visit(s) — including any 

documentation you provided — to complete a detailed estimate of the flood eventrelated damage. You will receive a copy of this estimate. It is important that you 

review the estimate and speak with the adjuster concerning any questions you 

have about the estimate; or if you identify items that he/she omitted or require 

further review. The estimate serves as a guide when obtaining bids from licensed 

professional contractors for repair work. 

2.3 Supporting Your Claim

2.3.1 Supporting Your Claim Requires a Proof of Loss 

You must support your flood claim with a Proof of Loss detailing the information 

required by your flood insurance policy. You must submit a completed and signed 

Proof of Loss with all supporting documentation to your insurance company within 

60 days of the loss. 

Advanced Payment: Any 

advance payment will be 

part of your total claim for 

building property and/or 

personal property (contents) 

damage. Your policy does 

not provide coverage for 

temporary living expenses or 

housing. The flood policy 

only covers direct physical 

damage from flooding.

Adjuster Requirements: Your 

policy requires you to work 

with your adjuster before, 

during, and after the 

“scoping.” Please 

understand that your 

adjuster cannot approve or 

disapprove your claim, or tell 

you when or if the insurance 

company will approve it. 

Recovering from a flood is 

very stressful, but working 

with your adjuster ensures 

your insurer processes your 

claim as smoothly and 

efficiently as possible.

Claims Handbook 6 
The Proof of Loss includes a detailed estimate of the cost to replace or repair the 

damaged property. In most cases, the adjuster provides you with a suggested 

Proof of Loss. It is your responsibility to make sure your Proof of Loss is complete, 

accurate, and filed in a timely manner to meet the requirements of your policy.

Be sure to keep a copy of the Proof of Loss and copies of all supporting 

documentation for your records. The Proof of Loss is not the claim, but is one 

document that supports your claim. 

2.3.2 Extensions Beyond 60 Days 

After a severe flood, FEMA may authorize Proof of Loss extensions. FEMA notifies

your insurance company if this is the case. It is your responsibility to send your 

Proof of Loss to your insurer by the deadline, whatever the date may be, with or 

without an extension. 

2.3.3 Payment of Claims 

Your claim is payable after: 

• You and the insurer agree on the claim’s damage payment amount and 

• Your insurer receives your complete, accurate, and signed Proof of Loss. 

You can find additional information about how claims are processed and paid in 

your policy documents. 

2.3.4 Payment for Building and Personal Property 

The claim payment includes the names of anyone with a legal interest in the 

property. Payments for the building property covering structural flood losses will 

include the name of the company (or companies) or individuals holding your 

mortgage, if there is a mortgage lien on your property. You must send the check 

to the mortgagee(s) for endorsement before depositing the check. Each mortgage 

company handles claim payments differently and you should contact your 

mortgage company as soon as possible to confirm their payment process. Your 

insurer will issue payment for personal property in the name of the policyholder 

unless you financed the personal property through a Small Business 

Administration (SBA) loan or a financial institution. 

2.4 Request for Additional Payment 

If, after submitting your claim and Proof of Loss, you notice additional damage to 

the building structure or to the insured personal property inside it, you may file a 

request for an Additional Flood Payment. This means you must repeat the 

documentation and filing process, including a Proof of Loss for the newly 

discovered damage. This must be completed within the 60-day limit or within 

extensions of time granted by FEMA. Your insurance carrier may contact FEMA to 

directly accept a claim in the event you make an additional claim after the time 

limitation. 

Start your additional request by notifying your adjuster, insurance agent, and/or 

company as soon as possible. Once you have completed your Proof of Loss and 

gathered all necessary documentation, present it to your adjuster. He or she may 

need to visit your home or business again to verify newly-claimed flood damage. 

Retain copies of your 

receipts and documentation 

for all flood loss repairs and 

replacements. You will need 

them if you file a flood claim 

for this property again in the 

future.

Store water, non-perishable 

food, a radio, and flashlight 

in an upper level of your 

home. 

Claims Handbook 7 
You must also notify your insurance company or adjuster if you find that the 

amount allowed by the adjuster was not enough to make the repairs. Sometimes 

there is hidden damage or items cost more to repair or replace than the amount 

the insurer initially paid on the claim. Your insurance company will need 

information from you and your contractor to assist in their review for additional 

payment. Your contractor should provide a detailed estimate showing quantities 

and unit costs, no lump sums. 

2.4.1 Filing an Increased Cost of Compliance (ICC) Claim 

Your flood policy does not cover compliance with building codes except as 

provided for by an ICC claim. You may be eligible to file an ICC claim if your home 

or business sustains flood damage that your local community determines is equal 

to or greater than 50 percent of the value of the property, or if flood has 

repeatedly damaged your property in the past ten years. 

ICC coverage is part of the standard flood insurance policy and provides up to 

$30,000 to help cover the cost of eligible mitigation measures to reduce flood 

risk, including elevation, demolition, and structure relocation (or any combination 

of these). Floodproofing is available for non-residential structures and residential 

structures with basements that meet certain requirements. Your flood policy will 

not pay more than the maximum amount permitted under the National Flood 

Insurance Act of 1968, and any amendments to it - $250,000 for residential and 

$500,000 for commercial properties. Therefore, if you receive payment for the 

maximum permitted amount, you are not able to receive the $30,000 ICC limit. 

Your local community will notify you by letter if your home or business was 

substantially damaged by flood, and if you must comply with local floodplain 

management ordinance or laws in effect. (For more details on ICC, visit 

www.fema.gov/increased-cost-compliance-coverage). 

To file an ICC claim, notify your insurer’s claims representative immediately upon 

receiving the letter from the community and provide a copy of the letter to your 

insurance company. Your claims representative provides you with additional 

information to help complete the ICC claim. You are required to sign a separate 

Increased Cost of Compliance Proof of Loss to receive payment. The deadline to 

provide an ICC Proof of Loss and complete the chosen and approved mitigation 

activities is six years from the date of the flood loss. 

Remember the amount of your claim settlement will be determined by the 

amount of coverage and the applicable policy deductibles. If you are concerned 

about not having enough building coverage, or that your deductible(s) is(are) too 

high, speak with your insurer about increasing coverage and/or decreasing 

deductibles. Some lenders have deductible requirements. Deductibles and 

coverage amounts often play a significant role in determining how quickly you are 

able to recover after a flood. 

2.5 Addressing Questions About Your Insurance Claim

FEMA encourages all flood insurance policyholders with questions about their 

insurance claim to speak to their adjuster or insurer first. Your adjuster and 

insurer know how your flood insurance policy applies to your claim and they take 

immediate action if a key fact was missed; a document was overlooked, or a 

You must file a request for 

ICC within 60 days from the 

substantial damage notice 

from your community. NFIP 

makes decisions about 

claims filed after 60 days on 

a case-by-case basis. 

Claims Handbook 8 
mistake was made. However, if after this conversation you are still not satisfied 

with the amount your insurer agrees to pay you for your flood-related losses, you 

have options. 

Option 1 – You may file an appeal within 60 days of the denial of your claim. This 

process helps you resolve claim issues, but it cannot give you added coverage or 

claim limits beyond those included in the NFIP policy in effect at the time of the 

flood loss. Before you file an appeal, your insurer must make a final 

determination and send you an official, written denial letter for all or part of your 

requested claim amount. 

Option 2 – You can utilize the Appraisal Provision of your policy if you disagree 

with the estimated reimbursement amount for the covered loss. The details of 

this provision are in your policy. You may not file an appeal with FEMA if you use

this provision. 

Option 3 – You can file a lawsuit within one year of the date of the written denial 

of all or part of your claim. You must file suit in the Federal District Court where 

the flood damage occurred. When FEMA’s NFIP Direct is your insurer, you may file 

suit against FEMA. For all other insurers, you must sue the insurer. You may not 

file an appeal if you choose to file a lawsuit and filing an appeal does not extend 

the period to file a lawsuit against your insurer. You should consult your personal 

attorney if you have additional questions regarding litigation. 

Detailed guidelines for appealing your claim are included below. 

2.5.1 Appealing Your Claim 

You have the right to file an appeal with FEMA if you disagree with the claim 

denial after you receive a letter from your insurer denying all or part of your claim. 

During the appeal process, you may continue working with your flood insurer to 

resolve any outstanding issues. You must submit your letter of appeal to FEMA 

within 60 days of the date on the denial letter from your flood insurer. You can 

email appeals to FEMA at FEMA-NFIP-Appeals@fema.dhs.gov or mail them to 

FEMA, 400 C Street, S.W., 3rd Floor S.W., Washington, DC 20472-3010. FEMA 

uses the postmark or time stamp to determine whether the appeal is submitted 

in a timely manner. 

The Named Insured (as it appears on your NFIP policy) or legal representative 

should submit the appeal. The representative should clearly identify his/her 

relationship to the Named Insured. 

If authorizing another person to speak with FEMA about your claim, you will need 

to do so in writing. By law, FEMA must obtain this authorization to protect your 

privacy. To authorize another person(s) to represent you, please submit 

documentation that includes your full name, address, date and place of birth, the 

name(s) of your representative(s), and your signature. You must notarize this 

document or include the following statement: “I expressly grant permission to 

FEMA to release my records to this third-party representative. I declare under 

penalty of perjury that the foregoing is true and correct. Executed on <DATE>. 

<SIGNATURE>.” 

Claims Handbook 9 
2.5.2 What to Include in Your Appeal 

You include the following information in your appeal. Your insurance agent can 

provide details if for some reason your policy is not available. 

• The information shown on your NFIP policy’s Declarations Page: 

• The policy number 

• The policyholder name(s)

• The property address, which may not be your mailing address. 

• The best contact information for you. 

• A copy of the insurer’s written denial of all or part of your claim. 

• The specific details about your concern. 

Enclose documentation of everything that supports the elements of your appeal. 

Your insurer will provide a full list of the other documentation required by FEMA. 

This can include: 

• A copy of the Proof of Loss submitted to the insurer, as required in the 

policy 

• Adjuster’s preliminary report

• Adjuster’s final report

• Evidence of insurance and policy information, i.e. the Declarations Page 

• Zone determinations 

• Pre-loss and post-loss inventories 

• Financial statements 

• Tax records, lease agreements, sales contracts, settlement papers, deed, 

etc.

If FEMA needs to re-inspect your property to gather more information, you will 

receive a request to schedule the reinspection. 

FEMA may also request additional information from the adjuster, claims 

examiner, or you. FEMA will provide you with at least 14 calendar days to respond 

in instances where FEMA requests information from you. Failure to provide the 

requested information in full and within 14 calendar days may result in dismissal 

of your appeal. 

2.5.3 Limitations on Appeals 

The appeals process offers a pre-litigation remedy intended to resolve claim 

issues in a non-adversarial manner. FEMA cannot expand coverage or waive 

limitations and exclusions. Filing an appeal does not waive any of the 

requirements or extend any of the time limitations stated within your policy. The 

appeals process is FEMA’s final administrative review. Policyholders may only use 

one pre-litigation remedy, so if you file an appeal, you cannot seek appraisal as 

provided for in your policy. If you seek appraisal then you cannot appeal. Because 

an appeal is a pre-litigation remedy, you cannot appeal after you file suit against 

an insurer on a flood insurance claim issue. FEMA will immediately terminate your 

appeal upon notice that you filed suit. 

Please do not send original 

copies of documents. Send 

photocopies, and keep 

originals in a safe place.

Claims Handbook 10
2.5.4 Appeals Resolution 

Policy holders who file an eligible appeal will receive a decision from FEMA in 

writing. The policyholder’s insurer will also receive a copy of the appeal decision. 

The decision represents FEMA’s final review of your claim and the agency 

provides no further administrative review. 

If you do not agree with the final appeal decision, Federal law allows you to file 

suit in the Federal District Court where the damage occurred. 

Disclaimer: Federal laws and regulations supersede information in this handbook 

where conflicts exist. 

Claims Handbook 11
Paperwork Burden Disclosure Notice 

For NFIP Appeals Process 

Public reporting burden for this data collection is estimated to average two hours 

per response. The burden estimate includes the time for reviewing instructions, 

searching existing data sources, gathering and maintaining the data needed, and 

completing and submitting this form. You are not required to respond to this 

collection of information unless a valid OMB control number is displayed on this 

form. Send comments regarding the accuracy of the burden estimate and any 

suggestions for reducing the burden to: Information Collections Management, 

Department of Homeland Security, Federal Emergency Management Agency, 500 

C Street, S.W., Washington, DC 20472, Paperwork Reduction Project (1660-

0005).

NOTE: Do not send your completed form to the above address. 

Claims Handbook 12
 10/17 FEMA F-687 

Claims Handbook 13