Office of Flood Insurance Advocate Releases Annual Report
The Federal Emergency Management Agency’s Office of the Flood Insurance Advocate (OFIA), an independent office within the Federal Insurance and Mitigation Administration at FEMA, has released its 2019 Annual Report highlighting complex issues NFIP policyholders and property owners face navigating the program.
The complex issues identified through OFIA’s casework present opportunities to improve the program’s overall customer experience. As a voice for the customer, the OFIA presents recommendations it believes brings a resolution to these issues. The recommendations are addressed for action by the Program to ultimately improve it for current and future policyholders and property owners.
In its 2019 Report, the OFIA identified five systemic areas of customer frustration related to the NFIP:
1) Improper Application of Elevation Rating Using an Elevation Certificate (EC)
2) Loss of Rating Discounts Following a Lapse in Coverage
3) Confusion Regarding Group Flood Insurance
4) Limited Refunds After Receiving a Letter of Map Amendment, Out as Shown
5) Denial of Increased Cost of Compliance (ICC) Funds When Permits Are Issued Before Substantial Damage Letters.
The program offices concurred with the large majority of OFIA recommendations and are in the process of implementing changes to improve the NFIP customer experience.
The OFIA’s mission is to advocate for National Flood Insurance Program (NFIP) customers with compassion and fairness. It advocates for the fair treatment of policyholders and property owners by providing education and guidance on all aspects of the National Flood Insurance Program (NFIP).
Please refer to the OFIA 2019 Annual Report attached herein. For more information about the OFIA please visit our website [fema.gov].