Step 1: Start the Claims Process

After experiencing a flood, contact your agent or insurance company to start a claim and consider requesting an Advance Payment so you can start recovering as soon as possible. Make sure you have the following information handy when speaking to your agent or insurance company:

• Policy Declarations page (official document detailing your flood insurance coverage), if available
• How you can be reached: Telephone phone number or alternate contact number; email address
• The insured property location
• The name of any mortgage company(s)

An adjuster should contact you within a few days of starting your claim. If you do not hear from an adjuster, you can contact your insurance agent or company again.

Step 2: Prepare for your Inspection

Before entering, make sure it’s safe to re-enter the building. Take as many photographs and videos of all of the damaged property, including discarded objects, structural damage, and standing floodwater levels, both inside and out, before you remove anything. Your adjuster will need evidence of the damage to your home and possessions to prepare your repair estimate.

For items like washers & dryers, hot water heaters, kitchen appliances, televisions, and computers, make sure you take a photograph of the make, model, and serial number.

For your building items (e.g., flooring), retain samples such as carpet, wallpaper, and drapes for your adjuster’s inspection. Immediately throw away flooded content items that pose a health risk, such as perishable food items, clothing, cushions, pillows, etc. after photographing them.

Contact repair services if the building’s electrical, water, or HVAC systems are damaged. It’s important to consult your adjuster or insurance company before you sign any agreement/contract with a cleaning, remediation, or maintenance contractor.

Step 3: Work with Your Adjuster

When your claims adjuster shows up, they should show you their official identification (Driver’s License and Company ID or Flood Control Number [FCN card]). They should also provide you with their contact information, such as their name, email, phone number, and the name of their adjusting firm, and their telephone number. When meeting with you, your adjuster should cover the following:

• An explanation of the NFIP Flood Claims Process.
• An inspection of your property—during which he/she will scope your loss by taking measurements and photos.
• An explanation of what an Advance Payment is and how or if you can get one.

Information about how you should present your loss to your insurance company and a discussion about your policy coverage.

Read Important Information After Your Inspection to help prepare you for the visit.

Step 4: Document Your Loss and Receive Payment

Your adjuster will help you document your flood damage for the claim. Here are some things you can do to support the claims process so it goes smoothly:

• Speak with your agent about your insurance policy, what it covers and read the Claims Handbook.
• Provide the photos and videos of your flood loss to your adjuster. It can be helpful to organize these by room.
• Keep documents showing how you repaired or replaced flood damaged items, such as receipts, bank statements, and contractor’s invoices. Provide these documents to your adjuster.

The adjuster will work with you to submit an accurate estimate of your flood loss. Be sure you ask your insurance company about any important deadlines you need to meet. This will help ensure you receive a claim payment that reflects your flood loss, within your policy limits.

Your flood insurance company is committed to ensuring that you receive the full amount you are entitled to under your flood policy. If you receive a letter from your flood insurance company denying all or part of your claim, or you would like to request an additional payment, you have several options to help make sure you receive the full amount due under your policy.