FEMA Update on NFIP reform effort and claims review

Intergovernmental Colleagues,

Please find the latest NFIP fact sheet with updates on our efforts to reform the National Flood Insurance Program and a current update on the claims process going forward. FEMA’s top priority is assisting disaster survivors and helping communities recover from the devastating impacts from disasters.  The Federal Emergency Management Agency (FEMA) continues to take steps to implement reforms of the National Flood Insurance Program (NFIP). As the internal review of our claims and appeals process continues, FEMA remains committed to focusing on overhauling the claims and appeals process; aligning management of litigation in a way that puts the flood survivor first; and improving the customer experience throughout the entire claims process.

Policyholders who incurred losses from Hurricane Sandy from Oct. 27, 2012, through Nov. 6, 2012, and want their claim reviewed may contact FEMA by September 15, 2015, by:

  • Calling toll-free at 866-337-4262.
  • Email by downloading an application online and submitting it to FEMA-sandyclaimsreview@fema.dhs.gov.
  • Fax by downloading an application online and submitting it to 202-646-7970.
  • For individuals who are deaf, hard of hearing or have a speech disability using 711 or VRS, please call 1-866-337-4262.  For individuals using a TTY, please call 800-462-7585.

In addition, as part of these reforms, FEMA has launched an NFIP call center pilot program to better serve and support policyholders across the country with the servicing of their claims. Flood insurance claims can be complicated, and policyholders may have questions in the days and weeks following a disaster. Not all questions can be quickly or easily answered by one’s insurance agent.  Policyholders who may have questions about their flood policy can call 1-800-621-3362, Monday through Friday from 8 a.m. to 6 p.m. (CST); or download a Request for Support form from www.fema.gov/national-flood-insurance-program and email to  FEMA-NFIP-Support@fema.dhs.gov  or fax to 540-504-2360.

As FEMA reviews Hurricane Sandy claim files, the agency will also begin overhauling the claims and appeal process and improving the customer experience. FEMA’s goals are excellent customer experience, responsiveness, transparency, low risk of waste, fraud and abuse, and continuous improvement. While settling these legal matters, FEMA is instituting additional oversight of Write Your Own insurance companies to hold them accountable.  See the enclosed fact sheet for more information.

FEMA will continue to work closely with Congress, federal, tribal, state, local, and community officials and advocacy groups to ensure policyholders are paid every dollar to which they are entitled and to improve transparency in the flood insurance program going forward.

If you have any questions, please contact FEMA’s Intergovernmental Affairs Division at (202) 646-3444 or at FEMA-IGA@fema.dhs.gov.

Thank you


Robert Nadeau, CEM

Deputy Director, Intergovernmental Affairs Division

FEMA Office of External Affairs


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