Flood Insurance

Claims Handbook

Revised and Effective as of February 25, 2009

National Flood Insurance Program
Thank you for protecting 

yourself through the National

Flood Insurance Program

Purchasing flood insurance is a wise decision for

the home or business owner. Like homeowners’

insurance, it’s protection you hope you never 

have to use. But if flooding occurs, you will be

protected as outlined in the details of your policy.

This claims guide was created by the Federal

Emergency Management Agency (FEMA), which

oversees the National Flood Insurance Program,

to help you through the process of filing a claim

and appealing the decision on your claim,

if necessary.

While every effort has been made to make sure the

information in this handbook is correct, you should

refer to your policy and its Declarations Page 

for specific information on coverage, limitations,

restrictions and deductibles.
What To Do Before A Flood____________________________________________________ 2

Check Your Policy ________________________________ 2

Prepare Lists and Documentation ____________________ 2

Secure Important Papers ____________________________ 3

Talk to Your Insurance Agent ________________________ 3

Plan an Emergency Contact __________________________ 3

What To Do After A Flood ______________________________________________________ 4

Steps to Take Immediately __________________________ 4

Handling Your Claim ______________________________ 5

Filing Your Claim__________________________________ 6

Addressing Questions About Your Insurance Claim ________________ 8

Four Steps to Appealing Your Claim____________________ 8

Table of Contents

1
2

T I P What To Do Before A Flood 

• When you gather

your insurance

papers for safekeeping, also gather

any other important

papers such as 

deeds or stock

certificates that you

may be keeping in 

the house.

• Since flood

insurance renews

annually, make it 

a point to update

your documentation

and papers at

renewal time. Also,

call your agent

annually to make

sure loss reporting

procedures have 

not changed.

• Move any valuable

items out of your

basement. Flood

insurance only

covers items

normally found in a

basement, such as a

furnace or washer

and dryer. Personal

items are not

covered.

• Create an

emergency kit, with

a large flashlight, a

battery powered

radio, spare

batteries, candles,

waterproof matches,

etc. Even if you

never experience 

a flood, you’ll be

glad to have this kit

in a power outage.

Prepare Lists and Documentation

If you’ve purchased contents coverage,

make it a priority to make a detailed list of

your home or business’s contents and/or your

personal property. Include:

Date and place of purchase

Model number

Serial number (for large appliances)

Descriptions

Original purchase costs 

(with receipts, if possible)

Photos or video of your home’s interior 

and your personal property

Don’t wait until waters are rising in your area and

flood threatens. Take steps now that will make your

life much easier when a flood occurs.

CHECK YOUR POLICY

Make sure all the information is correct, including

information about your mortgage company. If you have

refinanced with a company other than the one shown

on your policy, call your insurance agent or company

representative immediately.
3

T I P

• If flooding is

imminent, the

number one rule 

in a flood is to keep

yourself safe.

• If waters rise in your

house before you

can leave safely,

move to the highest

level necessary—

even the roof. Take

extra clothing, your

radio, a flashlight

and, if possible,

food.

• If you have time, turn

off electricity at your

breaker or fuse box

and close the main

gas valve; get

valuables (furs,

jewelry, important

papers) to a higher

level; fill bathtubs,

sinks and plastic

soda bottles with

water. (Sanitize tubs

and sinks with

bleach, rinse and

then fill); and bring

outdoor possessions

(lawn furniture, grills,

etc.) inside or tie

them down securely.

• Keep away from

downed power lines

and any other

electrical wires—

electrocution is

always a major

cause of death in

floods.

SECURE IMPORTANT PAPERS

Originals of important insurance papers should 

be kept in a safe place, preferably in a bank safe deposit

box. Be sure your papers include contact information

for your agent or company, important receipts, your

flood insurance policy and documentation on your

personal property and contents of your home. Keep

copies in your home or business in the safest, most

accessible place possible that is not subject to flooding.

Having this detailed documentation will make filing

your claim much easier. If floodwaters actually carry

away your property, this list and the photos/receipts

will be important to documenting your loss.

TALK TO YOUR INSURANCE AGENT

Call your insurance agent or company representative

and discuss the particular requirements for reporting 

a flood claim.These can vary from company to

company, so knowing how to proceed can save a lot 

of effort later.

Remember, after a flood it may be difficult to get 

in touch with your agent or insurance company. Power

and phone service may be interrupted, or phone lines

may be overwhelmed with other callers. It will benefit

you to know just what to do in advance of flooding.

PLAN AN EMERGENCY CONTACT

After a flood, you may be unable to stay in your 

home or to be contacted at your home address 

and phone number. Share an emergency contact—

address and phone number—with your insurance

agent and family so you can be reached.
Make a List of Damaged Contents: If you’ve purchased

contents coverage, make a list of damaged property.

If you prepared comprehensive lists before the flood,

this should be relatively easy. List the quantity of each

item, a description, brand name, where purchased,

its cost, model and serial number (if appropriate) 

and your estimate of the loss amount. Attach your

bills, receipts, photos and any other documents.

4

What To Do After A Flood

A flood is an overwhelming experience. But taking

quick action will put you back in control of your

home and your life.

STEPS TO TAKE IMMEDIATELY

Contact Your Agent or Company Representative to Report Your

Loss: Have ready—the name of your insurance

company, policy number and a phone number and/or

e-mail address where you can be reached. All flood

insurance policies require you to give prompt written

notice of loss. If you get in touch with your agent or

company representative directly, they will advise you

how to file your notice of claim. Otherwise, you must

send a written notice to your insurance company with

your policy number.

S T E P 1

S T E P 2

Separate Your Property:Your policy also requires

you to separate damaged property from undamaged

property. But don’t throw anything away before an

adjuster has seen it, unless local law requires you

to. In that case, take photos of the property before

disposing of it and keep samples for the adjuster

to see. (For example, cut out a piece of wall-to-wall

carpet.) Do all you can to protect undamaged property.

However, prior to signing an agreement/contract with a

cleaning, remediation, or maintenance contractor, you

should consult with your flood adjuster or flood insurer

concerning coverage.

S T E P 3

T I P

• After a flood, even 

if your house seems

safe to enter,

be cautious.

• If you hear hissing 

or smell gas, leave

immediately and call

the gas company.

Using your home

phone or cell phone

inside the house

could spark an

explosion.

• Keep power off

until an electrician

has inspected

your system.

• If sewer and water

lines are damaged,

don’t use toilets or

sinks. Call a

plumber. Until told

the water supply is

safe, boil water for 5

minutes before

drinking it 

or preparing food.

• Throw away

water-damaged

foods, including

canned goods.
5

N O T E

List Areas of Structural Damage: As you look over your

property, make a list of any areas of structural damage

you want to point out to the insurance adjuster.

HANDLING YOUR CLAIM

Generally, your adjuster will contact you within 24-48

hours after receiving your notice of loss. However,

depending on local conditions and the severity of

flooding, it may take more time.

Once the adjuster reaches you, a time will be set for 

the adjuster to view your property.You may ask the

adjuster for an advance or partial payment. If you have

a mortgage, your mortgage company will need to sign

the Building Property advance check.

During the initial visit to your property, the adjuster 

will take measurements and photographs and note 

direct flood damage.This is called “scoping” a loss.

Be assured that your adjuster will be an experienced

claims professional and will notice many points of

damage you could overlook. However, you are

encouraged to point out all damage you have noticed.

After the “scope” is finished, the adjuster will give 

you a local contact telephone number and will tell 

you whether any additional visits are needed.

(This may be the case if damage is extensive.)

The adjuster then uses the knowledge gained from the

visit(s)—and the documentation you have provided—

to complete a detailed estimate of damages.You will get

a copy. Use it as a guide when you ask for bids for

repair work from licensed professional contractors.

S T E P 4

W O R K I N G W I T H YO U R A D J U S T E R

“ S C O P I N G ” YO U R L O S S

P R E PA R I N G A D E TA I L E D E S T I M AT E

• Any advance

payment will be part

of your total claim

for Building Property

and/or Personal

Property damage.

Your policy does not

provide coverage for

temporary living

expenses or housing.

Only direct physical

damage from

flooding is covered.

• Your policy requires

that you cooperate

with your adjuster

before, during and

after the “scoping.”

You should also 

be aware that an

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 for home 

or business owners,

but by cooperating

with your adjuster,

your claim can be

processed more

smoothly and

efficiently.
T I P

6

FILING YOUR CLAIM

Your official claim for damages is called a Proof of

Loss.This must be fully completed and signed and 

in the hands of your insurance company within 60

days after the loss occurs.

The Proof of Loss includes a detailed estimate to 

replace or repair the damaged property. In most cases,

the adjuster, as a courtesy, will provide you with a

suggested Proof of Loss. However, you are responsible

for making sure that it is complete, accurate and filed

in a timely manner.

Be sure to keep a copy of the Proof of Loss—and

copies of all supporting documents—for your records.

In some severe floods, FEMA may authorize Proof 

of Loss extensions for everyone in your area.

Your insurance company will be notified, as will local

news outlets.

Your claim is payable after:

• You and the insurer agree on the amount of damages.

• The insurer receives your complete, accurate and

signed Proof of Loss.

More information on claims payment is in your policy.

Any check for building property must include 

your mortgage company name, or the name of the

individual holding your mortgage. A check for 

Personal Property will usually be in your name only.

FILING YOUR CLAIM REQUIRES A PROOF OF LOSS

E X T E N S I O N S B E YO N D 6 0 DAY S

PAY M E N T O F C L A I M S

PAYMENT FOR BUILDINGS AND PERSONAL PROPERTY

• Get a small

notebook and use it

to track all your

contacts. That way,

you will easily have

all records in one

place.

• In the event you

have a further flood,

you will need copies

of your receipts and

documentation for 

all repairs and

replacements for 

this prior loss.
7

N O T E

If you notice additional damage to your Building

Property or Personal Property after filing your 

claim, you may file a Supplemental Claim.This means,

essentially, that you must repeat the documentation and

filing process for your original claim, including a Proof

of Loss—but only for the newly discovered damage.

Supplemental Claims should start with immediately

notifying your adjuster, agent and/or company

representative. Once you have completed

documentation, present it to your adjuster who may

need to make another property visit to verify your loss.

Once you receive the community’s letter stating that

the cost to repair flood damage to your building is 50

percent or more of its market value, you may file an

ICC claim. You should contact your flood adjuster or

your flood insurer’s claims representative to file the

ICC claim. You have 4 years from the date of the

community’s letter declaring the building to be

substantially damaged to complete your chosen

mitigation activity under the terms of the Standard

Flood Insurance Policy. Your flood insurer will provide

you with additional information to assist you in

completing your ICC claim.

F I L I N G YO U R S U P P L E M E N TA L C L A I M

The Completed Claim

Once you receive final payment for your building

and/or personal property, the claims process is

complete.

Please remember:

Any claim settlement you make in the event 

of a flood will be determined by the amount of

coverage you have and the deductibles you have

chosen. If you are concerned that your coverage is

not high enough, or that your deductibles are too

high, your agent or company representative can

counsel you about increasing coverage and/or

decreasing deductibles.

• A Supplemental

Claim, like your

original claim,

must be filed within

60 days after the

loss. If you discover

additional damage

after the 60-day limit

has passed, contact

your adjuster

immediately. Claims

filed after 60 days

are decided on a

F case-by-case basis. I L I N G YO U R I N C R E A S E D C O S T O F

C O M P L I A N C E (I C C ) C L A I M
Addressing Questions About

Your Insurance Claim

N O T E

8

The NFIP provides you with a process to appeal

decisions regarding your flood insurance claim. 

This process will help you resolve claim issues,

but it cannot give you added coverage or claim

limits beyond those in your NFIP policy.

In filing and completing your insurance claim, you

may have questions, or need further explanations of

decisions that have been made, especially with regard

to coverage, dollar amount of damages, or your Proof

of Loss. Before you may appeal, your insurer must

make a final determination and send you a written

denial of your claim or any part of it

FOUR STEPS TO APPEALING YOUR CLAIM

If you are not satisfied with the adjuster’s answers,

or do not agree with decisions, get contact

information for the adjuster’s supervisor.

If the adjuster’s supervisor can’t resolve your issues,

contact the insurance company’s claim representative.

Ask your insurance agent or your insurance company

representative for assistance.

Please refer to your flood policy for more information on appeals.

See Section 7 of General Conditions, Paragraph R.

Talk with your adjuster, who has more knowledge 

about your claim than anyone. If you don’t understand

certain decisions regarding, for example, application 

of coverage, timing of the filing of Proof of Loss,

or the damage estimate, contact your adjuster first.

S T E P 1

S T E P 2

If you still have questions or concerns after following

steps one through three, contact the Federal

Emergency Management Agency (FEMA).

S T E P 4

S T E P 3

• At each step, you

should keep clear

records of your

attempts to resolve

issues. Write down

the names and titles

of people you speak 

with; dates of

contact; contact

information; and

details of the

discussion. If you 

have to go further 

in appealing your

claim, these records

can be vitally

important.

• Every effort has been

made to ensure that

the information

provided here is

accurate. However,

your Standard Flood

Insurance Policy

(SFIP), your

application, any

endorsements, and

the Declarations

Page comprise the

official Policy or

contract of insurance.

Any differences

between that

information and the

wording in this

handbook will be

resolved in favor of

your flood insurance

policy. If you have

questions, please

refer to your policy,

or call your insurance

agent or company

representative.
Write to:

This letter should be written by the Named Insured (as it

appears on your NFIP policy) or by a legal representative, if

necessary.The representative should clearly identify his/her

relationship to the Named Insured. (For example, a son or

daughter could be handling a claim for an elderly parent.)

A legal representative may be asked to provide authorization

from the Named Insured or other legal documents verifying

the relationship.

Your letter of appeal must be submitted to FEMA within 60

days from the date of the denial letter that you receive from

your flood insurer.

The following six items should be in your letter to FEMA 

in order to address your questions. (If for some reason,

your policy is not available, your insurance agent can

provide details for the first three items.)

1. The Policy Number, as shown on your NFIP policy’s

Declarations Page.

2. The policyholder’s name, as shown as the Named

Insured on the Declarations Page.

3. The property address, as shown on the Declarations

Page. (Not your mailing address, if it is different from

the property address.)

4. How you can be contacted, if you are out of your home.

5. The details of your concern.

(Please be as complete as possible.)

6. The dates of contact and contact details for the persons

with whom you have spoken in steps one through three

on the previous page.

N O T E

• Please do not 

send originals of

documents such 

as contractor’s

estimates. Send

photocopies and

keep originals in 

a safe place.

Federal Emergency Management Agency 

Mitigation Directorate

Federal Insurance Administrator

1800 South Bell Street

Arlington,VA 20598-3010

W H AT T O I N C L U D E I N YO U R L E T T E R

9
Enclose documentation of everything that supports your

appeal.

• Provide a copy of the insurer’s written denial, in

whole or in part, of the claim;

• Identify relevant policy and claim information and

state the basis for the appeal; and

• Submit relevant documentation to support the

appeal, but only documentation that directly

pertains to your claim.

The following are examples of the kinds of

documentation that FEMA will require:

• A copy of the Proof of Loss submitted to the insurer,

as required in the policy

• Room-by-room itemized estimates from the adjuster

(include contractors’ estimates), detailing unit costs

and quantities for the items needing repair or

replacement

• Replacement cost Proofs of Loss

• Adjuster’s Preliminary Report

• Adjuster’s Final Report

• Detailed damaged personal property inventories that

include the approximate ages of the items

• Completed Mobile Home Worksheet

• Mobile home title, including salvage title

• Real estate appraisals that exclude land values

• Advance payment information

• Clear photographs (exterior and interior) confirming

damage that resulted from direct physical loss by or

from flood

• Proof that prior flood damage has been repaired

• Evidence of insurance and policy information, i.e.,

Declarations Page

• Elevation Certificate, if the building is elevated

• The community’s determination concerning

substantial damage

• Information regarding substantial improvement

• Zone determinations

• Pre-loss and post-loss inventories

10

W H AT T O I N C L U D E W I T H YO U R L E T T E R

N O T E

• Please do not 

send originals of

documents such 

as contractor’s

estimates. Send

photocopies and

keep originals in 

a safe place.
• Financial statements

• Tax records, lease agreements, sales contracts,

settlement papers, deed, etc.

• Emergency (911) address change information

• Salvage information (proceeds and sales)

• Condominium association by-laws

• Proof of other insurance, including homeowners or

wind policies, and any claim information submitted

to the other companies

• Waiver, Letter of Map Revision (LOMR), or Letter of

Map Amendment (LOMA) information

• Paid receipts and invoices including cancelled checks

that support an insured’s out-of-pocket expenses

pertaining to the claim

• Underwriting decisions

• Architectural plans and drawings

• Death certificates

• Last Will and Testament

• Divorce decree

• Power of attorney

• Current lienholder information

• Current loss payee information

• Paid receipts and invoices documenting damaged

stock

• Detailed engineering reports specifically addressing

flood-related damage and pre-existing damage

• Engineering surveys

• Market values

• Documentation of Flood Insurance Rate Map (FIRM)

dates

• Documentation reflecting date(s) of construction and

substantial improvement

• Loan documents including closings

• Evidence of insurability as a Residential

Condominium Association

• Franchise agreements

• Letters of representation, i.e., attorneys and public

adjusters

• Any assignment of interest in a claim

• And, any other pertinent information that FEMA may

request in processing a claim.

11

N O T E

• Please do not 

send originals of

documents such 

as contractor’s

estimates. Send

photocopies and

keep originals in 

a safe place.
L I M I TAT I O N S O N A P P E A L S

The appeals process is intended to resolve claim issues

and is not intended to grant coverage or limits that are

not provided by the SFIP. Filing an appeal does not

waive any of the requirements for perfecting a claim

under the SFIP or extend any of the time limitations

set forth in the SFIP.

1. Disputes that are or have been subject to appraisal

as provided for in the SFIP cannot be appealed.

2. If you file an appeal on any issue, that issue is no

longer subject to resolution by appraisal or other

pre-litigation remedies.

3. If you file suit against an insurer on the flood

insurance claim issue, you are prohibited from filing an appeal. All appeals submitted for decision

but not resolved shall be terminated upon notice of

the commencement of litigation regarding the

claim.

12

A re-inspection of your property may be conducted at

the discretion of FEMA to gather more information.

A request by FEMA for additional information will

include the date by which the information must be

provided, which shall in no case be less than 14 calendar days. Failure to provide the requested information in full within 14 calendar days may result in dismissal of your appeal. FEMA will ensure that all information necessary to rule on the appeal has been provided prior to making an appeal decision.

N O T E

• Please do not 

send originals of

documents such 

as contractor’s

estimates. Send

photocopies and

keep originals in 

a safe place.
A P P E A L S R E S O L U T I O N

FEMA will review the appeal documents, including

any reinspection report, if appropriate. FEMA will provide specific information on what grounds the claim

was initially denied.

FEMA will provide an appeal decision in writing to

the policyholder and insurer within 90 days from the

date that all information has been submitted by the

policyholder and will include specific information for

the resolution of the appeal. No further administrative

review will be provided to the insured.

If you do not agree with the final decision, please

refer to your flood insurance policy. See the “GENERAL CONDITIONS” Section, Paragraph R. “Suit Against

Us.”The 1-year period to file suit commences with

the written denial from the insurer and is not extended by the appeals process.

13
F-687 (3/09)