SECTION SIX – CLAIMS HANDLING PROCESS

 

SECTION Six, Claims Handling Process, details:

 

• Helping Your Client File a Claim
• Claims Handbook
• Appeals Process
• Other  topics

HELPING YOUR CLIENT TO FILE A CLAIM

• Ask for addresses, including work address and temporary address, if applicable, when insured is available and how long he or she will be staying there.  Ask for all phone numbers, including home, sell, work and temporary telephone numbers.
• Obtain written Notice of Loss

As soon as possible—and, by all means, before the claim adjuster's on-site inspection—offer your policyholder the following advice:

• Document all content losses (NFIP Contents Inventory Sheet).
• Photograph all property that has to be thrown away before the adjuster arrives.
• Place all account books, financial records, receipts, and other documents in a safe place for review with the adjuster.
• Go room to room and list the damaged items by age and replacement cost value as it relates to personal property losses.
• To help the claims adjuster, take exterior and interior photos to show water level and damage.
• Remove from the building everything that was water logged by the flood.  This includes curtains and drapes, carpeting, recliners, sofas, other upholstered furniture, bedding, and clothes.  Place water logged items in a pile for the adjuster to see.
• Have your utilities checked.
• Open windows; get fames or air conditioning going to dehumidify.  Air circulation is the key to the dry-out process.

 

APPEALS PROCESS

Agents are encouraged to understand the four-step claims appeals process and property advise policyholders.

Walk your policyholders through the following four steps that they must follow to appeal their insurer's proposed claim settlement.  Policyholders should:

• Contact and talk to the adjuster first.  The adjuster has more knowledge about the claim than anyone else.  Ask for clarification and explanations of decisions t hat have been made.
• If not satisfied with the adjuster's answers, get contact information for the adjuster's supervisor.
• If adjuster's supervisor can't resolve the issues, contact the insurance company's claim representative.
• Ask the agent or insurance company representative for assistance.

 

CLAIMS HANDBOOK

The NFIP Claims Handbook explains:

• Steps in filing a claim and seeing it to completion.
• Procedures for filing supplementary claims, proof of loss, and information.
• The claims appeal process.

 

 

QUIZ

 

1.  The first step in helping a client file a claim is

A. explains that an approved claims adjuster will contact him within 24-48 hours.

B.  Ask insured for daytime address and phone number.

C.  Obtain written notice of loss.

D. All of the above. 

 

2.  The NFIP Claims handbook explains:

     A.  Steps in filing a claim and seeing it to completion.

     B.  Procedures for filing supplementary claims, proof of loss, and information.

     C.  The claims appeal process.

     D.  All of the above.

 

3.  How many steps to appealing a claim:

     A.  Five

     B.  Three

     C.  Four

     D.  Two

 

ANSWERS TO QUIZ

1C     2D     3C