How to submit a claim on your client's behalf.
reThought Flood® is here to help. If you are the property owner, please reach out to your agent first before contacting your insurance provider.
Four steps to get a claim moving.
Reach out to your customers
First, ensure everyone is safe and their property is secure. See FEMA’s guidance on safety after a flood.
Document the damage
Tell your customers to make a note of all damages and photograph them.
Contact the flood insurance provider
Find specific claim submission information in the policy packet and contact your customer’s flood insurance provider.
CC reThought Flood®
Be sure to cc flood@rethoughtflood.com on your claims communications.
Include the following in your claims communication.
Subject
Insured name
Policy number
Effective date
Body
Date of loss
Description of loss
Phone number of insured (a number they are currently reachable at, such as a mobile phone)
Email of insured
Indicate the best form of contact
Agent name & agent email
Attachments
Help your customer complete the ACORD Property Loss Notice
Pictures of the loss to attach to the claim
Useful post-flood information you can provide.
Eleven practical steps for insureds in the aftermath of a flood — share them with your clients.
Or your employees, customers, and visitors if your building is commercial. The most important thing is to keep people safe — things and buildings can be replaced; people cannot.
If you smell gas, stay out! Call your fire department.
Avoid wading through flood waters to avoid hazardous substances and critters. If you must cross water to get to safety, protect your legs and feet as much as possible.
If water is moving, stay out! Moving water can be very dangerous.
If gas lines or gas-fired equipment have been or may be flooded, and if you know how and it is accessible, shut off the gas valve. Learn how to do this before a flood!
If your main electrical panel has gotten wet, be sure that power to the building is switched off before entering. Any restoration of wetted electrical services should be left to professionals.
Contact your insurance agent as soon as possible! Be prepared to provide these key facts:
The address of the damaged property
The date and time of the flood
Your policy number (keep it on a note in your car, accessible via your phone, or in some additional location besides the insured property)
A brief description of damages (for example, water damage to downstairs walls, floors, the basement, outbuildings, etc.)
Reliable contact information for two individuals, with phone numbers AND email addresses
Do whatever you think is necessary to secure the building and contents against additional damage, as long as you can do it safely. Your efforts will not compromise any insurance claim, and you have primary responsibility for your property’s security.
Move contents out of wetted areas and into outside space (unless weather threatens further damage). Begin to dry interiors by opening windows and doors and circulating the air with fans or dehumidifiers if available. Beware of obvious and hidden hazards: safety glasses, rubber boots, rubber gloves, even respirators may be necessary. FEMA and the CDC have good advice on personal safety.
If damage is significant, contact a restoration/remediation company as soon as possible — but beware of companies or individuals that:
show up too quickly,
make promises or implied threats about insurance coverage, or
ask you to sign contracts or pay deposits for their services immediately.
Local companies recommended by your insurance agent are likely to provide honest, high-quality service. If you use contractors of your own choice, document all actions, costs, sources, and materials used in the cleanup.
Start a logbook of your activity, damaged materials, services, and timelines as soon as possible.
Photograph damage to contents and utilities, and high water lines on walls or objects — include a ruler or tape measure to show the actual height of the water. Videos with commentary are valuable too. Don’t forget closets and cabinets, and snap the model and serial numbers of appliances, computers, televisions, and other goods.
For anything you purchase to help with the clean-up. If your policy covers “Additional Living Expenses,” keep any receipts related to those costs — such payments can be refunded very quickly if you can show the costs.
Once you have reported the loss to your insurance agent, you should be contacted quickly by a loss adjuster contracted by your insurance company — typically within a day or two. They should explain the process ahead and answer any questions.
An adjuster should visit quickly, probably within a week of the flood (it may be longer after a widespread disaster like a hurricane). The more information and documentation you can provide, the sooner payments can be issued. Stay in touch with the adjuster to be sure of their schedule.
Your agent and the adjuster can explain your coverage and its limitations — for example, mold that extends into non-wetted areas is unlikely to be insured. Claims payments may be made in separate checks covering building, contents, and additional living expenses (or time element if the loss is commercial), and may be split with a mortgage holder or lien holder, or paid directly to restoration contractors. Your agent can give the best guidance.
reThought Flood® is here to help.
Please contact us promptly if any issues arise during the claims process.