Questions and Answers for NFIP - Hurricane Isabel Policyholders
Release Date: April 2, 2004
Release Number: HQ-04-030FAQ
- How do policyholders access the Community Outreach Teams?
- What is the purpose of the Community Outreach Teams?
- Where will the community meetings be held?
- What hours and days will the 800 # be staffed?
- Do I need to schedule an appointment if I want to meet with a Community Outreach Team claims specialist in person?
- What should I bring with me when I meet with a NFIP claims specialists or call the 800 number?
- What happens with my case if I request a review by the Community Outreach Teams?
- Should policyholders who meet with a claims specialist call the 800 number to get an update on the status of their claims?
- If NFIP determines that additional funds should be provided as part of the claim, how long will it take to receive the adjusted settlement?
- How will I get follow-up documents to the outreach teams?
- What do I do if no one gets back to me?
- Do I need to bring my spouse/other family members/neighbors/contractors who can substantiate my losses/repair costs?
- Do I continue to follow-up my case with the insurance company or do I turn everything over to NFIP?
- Will I be guaranteed an increase in my claim after visiting the outreach teams?
- Do policyholders with open claims need to attend these sessions?
- Can I still attend the Community Outreach Teams’ one-on-one sessions if my claim has been paid and funds used, but I am still dissatisfied or have questions?
- What if NFIP has already reviewed my case, may I still visit and discuss my case with the outreach teams?
1. How do policyholders access the Community Outreach Teams?
There are three ways to request a review of you claim.
- Policyholders who have submitted claims as a result of damage suffered from Hurricane Isabel will receive a mailed letter with an enclosed postage paid form to request a claim review.
- In addition, the National Flood Insurance Program (NFIP) has established a toll free number, 1-800-427-4661, to reach customer service representatives. Policyholders can provide the needed data to request a claim review via this toll free number.
For hearing impaired callers, please call the TTY RelaySM service for your area. The TTY RelaySM toll-free telephone number for your specific area can be found in your local telephone directory.
The TTY RelaySM operator will place the call for you and will read aloud the typed conversation from your TTY to the person at the other end of the line. The RelaySM operator then types that person's spoken words and relays them back to you. - NFIP Community Outreach teams and claims specialists will visit communities with a large number of claims in order to provide an opportunity for policyholders to meet in one-on-one sessions to discuss their claims.
[ Back to Top ]
2. What is the purpose of the Community Outreach Teams?
Community Outreach Teams will mobilize in Virginia, Maryland and North Carolina to provide a comprehensive outreach to individuals and businesses impacted by Hurricane Isabel and who are still seeking assistance in their recovery efforts.
The Community Outreach Teams will move into areas that experienced a large volume of NFIP claims to contact policyholders and distribute information on community sessions that will provide policyholders the opportunity to meet in one-on-one sessions with the NFIP insurance representatives.
The claims specialists will gather information from insureds during the outreach sessions, accept copies of your original support documents, and use it to order the individual case files from respective insurance companies, thus initiating the claim review process.
Claims specialists will then review each case to determine if the claim amount should be adjusted.
The policyholder will receive a written notification from NFIP explaining the determination made and amount of claim adjustment, if warranted.
[ Back to Top ]
3. Where will the community meetings be held?
No additional meetings are currently scheduled.
[ Back to Top ]
4. What hours and days will the 800 # be staffed?
Customer service representatives will staff the toll free number (1-800-427-4661) from 9 a.m. to 9 p.m. (EST), seven days a week until further notice.
[ Back to Top ]
5. Do I need to schedule an appointment if I want to meet with a Community Outreach Team claims specialist in person?
No. Policyholders do not need appointments to meet with a claims specialist at one of the scheduled locations. Simply come to the scheduled location most convenient to you between 10 a.m. and 7 p.m.
[ Back to Top ]
6. What should I bring with me when I meet with a NFIP claims specialists or call the 800 number?
Policyholders should bring their policy information; policy number; the names of their insurance company, agent, adjuster and contractor; and the contractor's estimate.
NFIP will also order your case file from your insurance company in order to perform the review.
[ Back to Top ]
7. What happens with my case if I request a review by the Community Outreach Teams?
An examiner will evaluate your information during a your visit or call you to provide his/her name and telephone number.
NFIP may order a copy of your case file from your insurance company, and will review the complete information to determine if the claim amount should be adjusted.
As part of this determination, a re-inspection may be deemed necessary to provide additional information to evaluate the claim.
All requests will receive a review.
When no inspection is required, the process will take two weeks or less. If NFIP determines that a re-inspection is required, it may require an additional three to four weeks.
[ Back to Top ]
8. Should policyholders who meet with a claims specialist call the 800 number to get an update on the status of their claims?
No. The claims specialist will provide you with a name and phone number for follow-up contacts.
[ Back to Top ]
9. If NFIP determines that additional funds should be provided as part of the claim, how long will it take to receive the adjusted settlement?
Approximately two weeks after an “agreed price” is reached.
[ Back to Top ]
10. How will I get follow-up documents to the outreach teams?
NFIP will provide you a name, address and fax number where you can forward follow-up documents.
[ Back to Top ]
11. What do I do if no one gets back to me?
The policyholders will receive the names and phone numbers for their claims specialist.
[ Back to Top ]
12. Do I need to bring my spouse/other family members/neighbors/contractors who can substantiate my losses/repair costs?
No. Policyholders should bring any document that may help to support their claims. You do not have to bring anyone else unless you choose to do so.
[ Back to Top ]
13. Do I continue to follow-up my case with the insurance company or do I turn everything over to NFIP?
No, you do not need to contact your insurance company. NFIP will automatically work with your insurance company to complete the review of your case and provide you with its findings.
[ Back to Top ]
14. Will I be guaranteed an increase in my claim after visiting the outreach teams?
Not necessarily. If NFIP determines that the policyholder has received a fair and equitable settlement, NFIP will send a letter to the policyholder that will explain the process and the decision.
[ Back to Top ]
15. Do policyholders with open claims need to attend these sessions?
NFIP encourages all policyholders with open claims - to call 1-800-427-4661 to request a claims review or attend one of the one-on-one sessions to help expedite the settlement of their claims.
[ Back to Top ]
16. Can I still attend the Community Outreach Teams’ one-on-one sessions if my claim has been paid and funds used, but I am still dissatisfied or have questions?
Yes, if you feel that you have received an unfair settlement amount or poor service. The outreach teams will need to see some documentation (a contractor's estimate) to determine if you have been paid fairly and equitably.
[ Back to Top ]
17. What if NFIP has already reviewed my case, may I still visit and discuss my case with the outreach teams?
Yes. You should bring documents to show why you think you were not treated fairly and equitably.
[ Back to Top ]
Last Modified: Thursday, 06-May-2004 14:04:45