Recorded July 19, 2024, this policyholder webinar, How a TWIA Claim Works, has information for TWIA policyholders who report a claim for damage after a hurricane.
Covered topics include the TWIA claims process and how to help expedite a claim resolution, with additional information on approximate timelines, repair estimates, supporting documentation requests, temporary repairs, claim payments, and more.
Frequently Asked Questions*
Q: Will reporting a claim to TWIA cause my premium to increase?
A: No, your premium will not increase because you reported a claim to TWIA.
Q: Does TWIA prioritize claims based on the severity of damage?
A: Our goal is to address all claims as soon as possible. Yes, we do try to prioritize handling large claims for properties with the most significant damage.
Q: Can we start repairs prior to the claim decision?
A: You can make repairs after we have inspected the damages. It might be advisable to make sure we are in agreement with what is covered before you start. Documenting your claim is recommended as well.
Q: At what point during the claim process do I have to pay the deductible?
A: You would pay the deductible to the contractor making the repairs when you are ready.
Q: Is the deductible per year or per claim?
A: Each claim has a separate deductible.
Q: Can a policy be adjusted to lower our deductible percentage once we finish repairs under our current claim?
A: You can adjust your deductible at any time by working with your agent. A claim is handled according to the policy coverages that were in effect on the date the damage occurred.
Q: If after the evaluation is completed, what happens if your deductible is more than the value of the claim?
A: You will not receive a claim payment from TWIA if your repair estimate is less than your deductible. If you later discover additional damage, please report it as soon as possible. Policyholders have one year from the date of loss to report a claim to TWIA.
Q: Once our claim has been accepted, are policyholders limited to the contractors we hire to make the repairs to our home?
A: No. You can select any contractor you feel comfortable with to make repairs.
Q: Do you have a list of preferred contractors for repairs?
A: No. You can select any contractor you feel comfortable with to make repairs.
Q: Is the cost of removing fallen trees covered, or is coverage applied only to damage to property caused by the tree?
A: The policy protects your covered property. If a tree hits your home, your TWIA policy may provide coverage. Fallen trees are not covered if they do not damage a structure covered under the policy. If you are unsure, report a claim.
Q: Where do we send receipts for repairs or expenses?
A: You can submit documents and photos in the Policyholder Portal and see real-time updates throughout the claims process.
Q: How is depreciation determined?
A: There are different factors that can affect the amount, but a quick example would be that a roof that has a 20-year expected life span and 5 years have passed, a depreciation of 25% could possibly be assessed as it has 75% of life left.
Q: Do we receive a copy of the adjuster’s damages observed report prior to the notice of what is decided to cover?
A: Our decision letter will include an estimate of the damages we are accepting.
Q: If we do not agree with the first TWIA adjuster, can we request a second TWIA adjuster?
A: In many cases we can work with you on disputes without having additional inspections. If a contactor has supplied information, you can provide that to your claim examiner. The better we can identify the type of dispute the better we can resolve it.
Q: What happens when occupants find damages that were not visible when the inspector/adjuster was present?
A: You have one year from the date of loss to report your claim to TWIA. This includes additional aspects of your claim not previously presented. If you discover additional damage, let us know as soon as possible.
Q: The adjuster came to my house when I was out of town and only inspected the exterior. Should an adjuster reinspect for interior damage?
A: Your claim examiner may be able to request photos from you of any interior damages you see and may also determine that sending an adjuster back out is warranted.
Q: If the policy does not specify “loss of use”, how do we verify if it is covered?
A: An endorsement is needed and will be listed separately on your declaration page. You can also review this with your claim examiner.
Q: Does the policy cover the expense of a high electric bill due to walls, ceilings, and insulation being torn out to remove water-damaged material? Is that considered ALE?
A: There may be coverage for this extra expense if you have the Additional Living Expense (ALE) endorsement. Please save all your bills and receipts and discuss them with your claims examiner.
Q: If the property is a rental, does TWIA cover loss of income from booked rentals?
A: It depends on if you have a commercial TWIA policy. If you have a commercial TWIA policy and you also have the correct endorsement, yes, it may be covered. Please review your concerns with the claim examiner.
*This is intended for educational purposes only and does not supersede your policy contract. Every claim is evaluated on its own merits and it is possible your particular claim could be handled differently.
