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If your home, rental home, car, or belongings were damaged in a disaster, contact your insurance company as soon as possible. Your policy may have a deadline for filing a claim.
I Have Insurance
File the claim as soon as possible. Your policy controls the filing deadline and coverage. Click here to follow the claim process.
I Am Uninsured or Underinsured
FEMA may help with eligible disaster losses. Click here to find more information on FEMA.
My Claim Was Denied or Is Too Low
Ask for a written explanation, add evidence, and get outside help like Legal Aid NC when needed. Click here to review dispute options.
The Claim Process
Step 1: Document the damage
Before you clean up or throw things away, save proof of the damage if it is safe to do so.
Take photos or videos of:
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Damage to your home or rental home
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Damaged furniture, appliances, clothing, and other belongings
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Items you have to throw away
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Water levels, standing water, mold, roof damage, or structural damage
Make a list of damaged or lost items. Include what each item was, how old it was, its condition, and what it may cost to repair or replace.
Step 2: File an Insurance Claim
Contact your insurance agent or insurance company as soon as possible.
Ask:
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How do I file my claim?
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What is my claim number?
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What documents do you need from me?
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What is my deadline?
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When will an adjuster contact me?
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What damage may be covered by my policy?
Contact your agent or insurance company to file a claim. An adjuster should contact you within a few days of filing your claim and will schedule a time to come to your home and inspect the damage. If you do not hear from an adjuster, contact your insurance agent or company again.
Step 3: Complete a Proof of Loss
A Proof of Loss is a signed statement that tells the insurance company how much money you are asking for and why.
It may include:
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A list of damaged property
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Photos or videos of damage
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Repair estimates
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Receipts
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Contractor estimates
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Other documents that support your claim
Your adjuster may help prepare the Proof of Loss. Read it carefully before signing.
If you disagree with the amount listed by the insurance company, you may be able to submit your own Proof of Loss.
Step 4: If Your Claim Is Denied or Too Low
You may have options if your insurance company denies your claim, delays your claim, or offers less money than you believe your policy should cover.
You can:
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Ask the insurance company to explain the decision in writing
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Send more photos, estimates, receipts, or other proof
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Contact the adjuster’s supervisor
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Contact the insurance company’s claims department
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File a complaint with the North Carolina Department of Insurance
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Contact Legal Aid of North Carolina or another attorney
You can call the North Carolina Department of Insurance at 855-408-1212.
Or click here to file a complaint online.
Records to Keep
Keep all insurance records in one place.
Save:
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Your insurance policy
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Your claim number
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Photos and videos of damage
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A list of damaged or lost items
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Receipts
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Repair estimates
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Contractor estimates
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Letters, emails, and texts from the insurance company
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Notes from phone calls
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Names of people you spoke with
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Dates when you contacted the insurance company
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Proof of Loss forms
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Denial letters or settlement offers
Q&A
How can Legal Aid help if I am having problems with an insurance claim?
Legal Aid may be able to help you understand your insurance documents, respond to a denial, gather proof, deal with delays, or figure out what steps to take next.
What if my insurance company offers less than the repair estimate?
Ask the insurance company to explain the offer in writing. Save the repair estimate and any photos, receipts, or contractor notes that support your claim. You may be able to send more proof or dispute the amount.
What if the adjuster missed some of the damage?
Take photos or videos of the missed damage. Write down what was missed and contact the adjuster or insurance company. Ask how to submit additional information.
What if I need to clean up before the adjuster comes?
Take photos and videos first if it is safe. Keep a list of anything you throw away. Save receipts for cleanup, repairs, and replacement items.
What if I already threw away damaged items?
You may still have helpful proof. Save any photos, videos, receipts, text messages, repair estimates, or notes showing what was damaged and why it had to be thrown away.
What if my insurance company says flood damage is not covered?
Many regular homeowners or renters insurance policies do not cover flood damage. Ask the insurance company to explain the denial in writing. You may also need to check whether you have a separate flood insurance policy.
Can I still apply for FEMA if insurance does not cover everything?
Yes. If insurance does not cover all of your disaster-related needs, FEMA may still be able to help. Keep your insurance letters, settlement information, denial letters, and claim records.
What should I bring if I contact Legal Aid NC about an insurance problem?
Bring your insurance policy, claim number, photos, videos, repair estimates, receipts, Proof of Loss forms, denial letters, settlement offers, and any messages from the insurance company.
Download This Resource
Need help with a denied, delayed, or underpaid disaster claim? Legal Aid of North Carolina provides free civil legal help to eligible North Carolinians.
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Flood insurance can help pay for damage to your home and belongings when regular homeowners insurance does not.
Start Here
Coverage
Exclusions
Q&A
Does homeowners insurance cover losses from a flood?
Homeowners insurance usually covers damage from fire, theft, vandalism, hail, lightning, and storms. These policies generally exclude catastrophes like flooding and earthquakes. These disasters require specialized policies. Moreover, in some places, damage from wind is not covered. To be certain, read your homeowners policy carefully.
What does flood insurance cover?
Generally, it covers damage to your house or buildings, including the duct work and foundations underneath. That can include electrical and plumbing systems; furnaces and water heaters; appliances; carpeting; cabinets; refrigerators; cooking stoves; built-in dishwashers; detached garages; and other items.
What do you mean by “flooding”?
NFIP insurance covers an excess of water on land that is normally dry, affecting two or more acres of land or two or more properties. This includes overflow from bodies of water, flooding from surface water, mudflows, and collapses along bodies of water due to erosion.
Is there anything flood insurance won’t cover?
NFIP insurance does not cover vehicles; any property outside of a building, such as wells, septic systems, patios, swimming pools, or trees; damage caused by moisture, mildew, or mold that could have been avoided by making immediate repairs; or relocation costs while you are out of your home.
I don’t live in a floodplain. Should I get flood insurance?
Decisions should be made after careful consideration. You can review FEMA flood maps available online. Or, you can call FEMA to find out if you are in a flood zone.
Even if you live outside a flood-prone area, it may be a good idea to have flood insurance. More than a quarter of NFIP claims are filed by people whose property sits outside of high-risk areas. These claims also account for one-third of flooding disaster assistance.
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If you are elderly or disabled and own your home, you may qualify for a reduction of your property taxes.
To be eligible, you must be either 65 or older, or totally and permanently disabled. You also must own and live in your home, unless you are living elsewhere for medical reasons.
This reduction does not happen automatically. You will need to submit an application to your local tax office. Applications are accepted from January 1 to June 1 of each year. You can find the Application for Property Tax Relief online, or ask for a copy in your county tax office.
There are three possible exemptions you may receive:
Elderly or Disabled Exemption
- You must be either 65 or older, or totally and permanently disabled.
- Your income must be under a certain limit. For 2024, the limit is $36,700 annually.
- You will need to turn in information about your income. If you are disabled but not elderly, your doctor will also have to fill out a form.
- If you qualify for the exemption, the county will tax your property as if it were worth less than it really is. For tax calculation purposes, the county will either exclude the first $25,000 in value or will reduce the value by 50%, whichever lowers your bill more.
Disabled Veteran Exemption
- You must be a veteran with a totally and permanently service-connected disability, and who left the military under honorable conditions.
- Widows and widowers of disabled veterans also qualify, if you have not remarried.
- There are no income limits for this exemption.
- Your home will be taxed as if it were worth $45,000 less than it really is.
“Circuit Breaker” Tax Deferment
- This is an alternative to the Elderly and Disabled Exemption. You must be either 65 or older, or totally or permanently disabled.
- Under this exemption, your taxes can be calculated as a percentage of your income, rather than based on the value of the property.
- For 2024, if your income is below $36,700, your taxes will be limited to 4% of your income.
- If your income is between $36,700 and $55,050, your taxes will be limited to 5% of your income.
- Taxes above the limit will be a lien on the property that is forgiven after 3 years.