NOTE TO CONSUMERS: The forms noted in this section must be downloaded via Internet Explorer.
Florida residents with a National Flood Insurance Program (NFIP) policy must file a “Notice of Flood Loss”
with their flood insurance company promptly.
All policyholders with a flood loss are also required to submit a “Proof of Loss”
directly to the flood insurance company, within 60 days after the date of the flood loss. If your policy was issued by a Write Your Own program-participating insurance company, please contact the insurance agent or carrier directly to find out the
proper address for submitting your Proof of Loss.
If your policy was issued by FEMA through the National Flood Insurance Program (NFIP) Direct Servicing Agent, the only addresses to which your Proof of Loss must be sent is the following:
P.O. Box 913111
Denver CO 80291-3111
NFIP Direct Servicing Agent
6240 Sprint Parkway, Suite 200
Overland Park, KS 66211
What to Do Before an Adjuster Visits
Take pictures of the damage.
Write down a list of your damaged contents.
Immediately dispose of flood-damaged items which pose a health risk, such as perishable food items, clothing, cushions and pillows. Cut off and keep a 12-square-inch sample of building materials like carpets and drywall to show your flood adjuster
and set aside other damaged personal property items like furniture, televisions and electronics.
Have documents related to your damage ready for inspection. This may include contractor's estimates and repair receipts.
Also keep your policy number and insurance company information handy.
What Happens During an Adjuster's Visit ?
An insurance adjuster will contact you within 24 to 48 hours to schedule an appointment.
Ask to see the adjuster's official identification when he or she visits.
The adjuster will take measurements and photographs and document your damage. They will provide you with their contact information and if required, the adjuster may revisit your property.
After your home is inspected, the adjuster will complete the covered estimate of loss and provide you with a copy of it, along with a Proof of Loss form.
A FEMA inspector or flood insurance adjuster will never ask for money, approve or disapprove claims, or tell you whether your flood insurance company will approve your claim.
What Happens After an Adjuster's Visit
The adjuster will collect the necessary information and documentation during the initial visit and will contact the policyholder as the claim progresses to an agreement and closure.
If you disagree with the resolution of your claim, ask the adjuster to show how they arrived at the figure(s) and explain the policy if an item was excluded from coverage, even though you feel it should be covered.
If the adjuster and insured are unable to come to an amicable agreement, the policyholder may hire an independent contractor to prepare an estimate for flood related damage.
Within 60 days after the loss, send the insurer a signed and sworn proof of loss.
Claims Dispute Manual (English)
Flood claims arising from a NFIP-underwritten policy fall under the jurisdiction of FEMA. Therefore, disputes are not eligible for the Residential Property Mediation Program with the Department of Financial Services. An appeal can be filed with FEMA.
Your flood insurance policy should outline the process to file an appeal. In addition, the process is outlined in the NFIP Flood Insurance Claims Handbook. Be sure to document your attempts to settle the claim with the adjuster. If you still disagree, you may explore other options, available only for policyholders who have received a denial letter.
For general inquiries about flood insurance, call the NFIP Help Center at 1-800-427-4661. If after using the above resources or others available to you (i.e. insurance agent, insurance company, etc.), you still need help and answers, please email
The Office of the Flood Insurance Advocate (OFIA) at Insurance-Advocate@fema.dhs.gov.