NFIP Claims Manual i May 1, 2020 This page was intentionally left blank. Table of Contents Table of Contents ........................................................................................................................................... i Purpose ......................................................................................................................................................... 1 Introduction .................................................................................................................................................. 3 1 National Flood Insurance Program ....................................................................................................... 4 2 Standard Flood Insurance Policy ........................................................................................................... 4 2.1 Dwelling Form ........................................................................................................................... 5 2.2 General Property Form ............................................................................................................. 5 2.3 Residential Condominium Building Association Policy Form .................................................... 5 3 Emergency and Regular Programs ........................................................................................................ 5 3.1 Emergency Program .................................................................................................................. 5 3.2 Regular Program ....................................................................................................................... 5 4 Amounts of Insurance Available ........................................................................................................... 6 5 Deductibles ........................................................................................................................................... 7 6 Group Flood Insurance Policy ............................................................................................................... 8 7 Disaster Response ................................................................................................................................. 9 7.1 FEMA Joint Field Office ............................................................................................................. 9 7.2 Disaster Response NFIP Field Offices ........................................................................................ 9 7.3 Adjuster Briefings .................................................................................................................... 10 8 Claims Professionals Expectations ...................................................................................................... 10 8.1 NFIP Core Values ..................................................................................................................... 11 8.2 Customer Service Standards ................................................................................................... 11 9 NFIP Adjuster Participation ................................................................................................................. 13 9.1 Adjuster Authority................................................................................................................... 13 9.2 NFIP Knowledge ...................................................................................................................... 13 9.3 Required NFIP Adjuster Authorization .................................................................................... 13 9.4 Adjuster Qualifications ............................................................................................................ 14 9.5 Adjuster Authorization Process .............................................................................................. 15 9.6 Independent Adjuster Registration and Code of Conduct ...................................................... 16 9.7 NFIP Fee Schedule ................................................................................................................... 17 i May 1, 2020 10 Examiner Participation in the NFIP ..................................................................................................... 18 10.1 Authority ................................................................................................................................. 18 10.2 Responsibilities ....................................................................................................................... 19 10.3 Knowledge of the NFIP ............................................................................................................ 19 11 Training for Claims Professionals ........................................................................................................ 19 11.1 NFIP Sponsored Training ......................................................................................................... 19 11.2 Annual NFIP Claims Presentations .......................................................................................... 21 11.3 Other Training ......................................................................................................................... 21 Section 1: SFIP Forms .................................................................................................................................. 23 1 Overview ............................................................................................................................................. 23 2 Dwelling Form ..................................................................................................................................... 24 3 General Property Form ....................................................................................................................... 93 4. Residential Condominium Building Association Policy ..................................................................... 151 Section 2: Claims Processes and Guidance ............................................................................................... 213 1 Adjuster Preliminary Damage Assessment ....................................................................................... 213 2 Advance Payments ............................................................................................................................ 214 2.1 Advance Payment Opportunity One: Pre-Inspection ........................................................... 214 2.2 Advance Payment Opportunity Two: Post-Inspection .......................................................... 215 2.3 Procedures for Issuing Advance Payment............................................................................. 216 2.4 Advance Payments Exceeding the Covered Loss .................................................................. 217 3 Appraisal ........................................................................................................................................... 218 4 Cisterns, Water Softeners, and Well Water Pumps .......................................................................... 219 4.1 Water Softeners ................................................................................................................... 220 4.2 Well Water Pumps ................................................................................................................ 220 5 Claims Adjustment ............................................................................................................................ 220 5.1 Determine Cause of Loss ....................................................................................................... 220 5.2 Building Scope and Estimate ................................................................................................. 221 5.3 Contents (Personal Property) ............................................................................................... 222 5.4 Special Limits ......................................................................................................................... 223 5.5 Depreciation .......................................................................................................................... 223 5.6 Progress Notes in File ............................................................................................................ 223 ii May 1, 2020 6 Claim Closed Without Payment Reasons .......................................................................................... 224 7 Communications from Attorneys, Public Adjusters, and Other Policyholder Representatives ....... 225 8 Condominium Claims Handling ......................................................................................................... 227 9 Contents Manipulation ..................................................................................................................... 227 10 Cooperative Buildings ....................................................................................................................... 228 11 Countertops ...................................................................................................................................... 230 11.1 Common Countertop Types and their Repair or Replacement ........................................... 230 11.2 Countertop Adjustment Concerns ......................................................................................