TE 22 Customer Service FAQ.pdf

CUSTOMER SERVICE FAQS – MAY 2024

Eligibility decisions and awards are decided after the assessment is returned to FEMA. DO NOT discuss potential eligibility with the applicant.

FEMA’s Helpline: 800-621-3362

FREQUENTLY ASKED QUESTIONS AND SUGGESTED RESPONSES

1. Assessment Process

a. How long will the damage assessment take?

• An assessment may take up to an hour, depending on the extent of damage.

b. How do I know you are an assessor with FEMA?

• Assessors will never ask for money or bank information.

• Assessors have FEMA photo identification (ID).

o When an assessor arrives at your home, ask to view the FEMA photo ID.

o I can also verify your FEMA application number.

• Note: If the applicant still suspects you are not an assessor with FEMA, ask the applicant to call the FEMA Helpline to confirm an assessment is pending for their home.

c. How will damage to the home be assessed?

• A visual assessment of your home’s interior or exterior will be completed.

Throughout the assessment, you may identify damages concerning to you. During the assessment:

o Disaster-caused damage to the structure of the home and essential personal property items will be recorded. All rooms and appliances, even if they were not damaged by the disaster, will be assessed. A complete assessment of the home is needed to ensure all potentially eligible damage is recorded. Questions about other disaster-caused losses/needs such as medical, dental, funeral, moving and storage, work & school (uniforms, etc.), eligible purchases (chainsaw, etc.), will be addressed.

• For assessor safety, ladders will not be used and enclosed areas such as the attic or crawlspace will not be entered. Photos will be taken of the home’s interior and exterior during the process. If the home is inaccessible, a meeting at another location will be arranged to view your photo ID and occupancy/ownership documents as needed.

d. I am away or displaced from my home and unable to meet for my assessment. What do I do?

• FEMA requires that I meet with you to complete your assessment. If you are unable to return to your home within the next seven days, you have the option of authorizing a family member, friend, or neighbor (someone you trust who can provide access to your home) to act as your third-party representative.

o FEMA will require a Written Consent letter, a completed Authorization for the

Release of Information Under the Privacy Act form, or a Power of Attorney, Guardianship, or Conservatorship document to authorize a third-party assessment.

o Please call FEMA’s Helpline at 1-800-621-3362, for assistance in submitting the authorization request.

o Once FEMA has that information, they will reissue your assessment. An assessor will contact your authorized representative and arrange to meet them at your home to complete the assessment.

• If you do not want to authorize a third-party to act on your behalf, please contact

FEMA’s Helpline at 1-800-621-3362 once you are in the area and ready to meet an assessor for a home assessment.

e. If I cannot access the interior of my home, how will FEMA do an assessment?

• I can attempt to complete an assessment of the exterior of your home, and you can also show photos of any interior damage.

f. Why do you have to record the unaffected areas of my home?

• A complete assessment of your home is needed to ensure all potentially eligible damage is recorded.

g. What documents are required to prove occupancy?

• The following documents can be used to prove occupancy:

o Driver’s License (ACE Selection)

▪ Driver’s license or state-issued ID card.

o Employer Statement (ACE Selection)

▪ Employer’s Documents such as a paystub.

o Landlord (ACE Selection)

▪ Lease, housing agreement, or letter from landlord.

▪ Rent receipts.

▪ Public Official’s Documents from a Police Chief, Mayor, Postmaster, or state/local/tribal/territorial government official.

▪ Mobile Home Park Documents.

▪ Verbal verification of residency by either the landlord or the utility company.

▪ Harbor Master if the home is a boat.

o Merchant’s Statement (ACE Selection)

▪ Non-utility bills and invoices such as bank or credit card, phone, cable/satellite, medical provider, etc.

▪ Social Service Organization Documents.

▪ Local School Documents.

▪ Federal or State Benefit Documents.

▪ Motor Vehicle Registration.

▪ Occupancy verified by FEMA and downloaded with the inspection.

o Utility Bill (ACE Selection)

▪ Electric, gas, oil, trash, water/sewer bills.

o Voter’s Registration (ACE Selection)

▪ Voter registration card.

h. What documents are required to prove ownership?

• The following documents can be used to prove ownership:

o Affidavit (ACE Selection)

▪ Do not use unless disaster specific guidance is provided.

o Mortgage Payment Book (ACE Selection)

▪ Mortgage statement, escrow analysis, or loan document.

o Official’s Record (ACE Selection)

▪ Original deed or deed of trust to the property.

▪ Quitclaim Deed.

▪ Bill of Sale or Bond for Title.

▪ Public Official’s Letter or other written statement from state, local, tribal, or territorial government official.

▪ Ownership verified by FEMA and downloaded with the inspection.

o Structural Insurance (ACE Selection)

▪ Structural or real property insurance document, bill, or payment record.

o Tax Bill (ACE Selection)

▪ Property tax receipts or property tax bill.

▪ Tax office website.

o Title Number (ACE Selection)

▪ Manufactured home certificate of title.

i. Can FEMA help with Road and Bridge damage?

• FEMA may provide assistance to repair privately owned roads and bridges.

• FEMA’s Individual Households Program (IHP) does not provide assistance for public roads.

• FEMA does not provide assistance for road damage covered by your Homeowner

Association (HOA).

• FEMA does not provide assistance when there is an alternate route to your home that was not affected by the disaster.

j. Can FEMA help with damage to my outbuilding or shed?

• Generally, FEMA does not cover damage to buildings that aren’t part of the main home. FEMA may grant assistance for damaged outbuildings when containing critical components used to maintain the home’s operation (water heater and well pump for example).

k. Can FEMA help with my vehicle damage?

• FEMA may assist with vehicle repair or replacement if the damage was caused by the disaster and not fully covered by insurance.

• If the household requires more than one vehicle, submit a letter attesting the need for a second vehicle and include repair estimate for all affected vehicles.

l. What kind of personal property does FEMA cover?

• FEMA may cover disaster-caused damage to room furnishings, clothing, major appliances, and small appliances such as computers, TVs, and radios.

• FEMA does not cover lost or damaged jewelry, antiques, photos, collectibles, art, etc.

m. Will FEMA assist with mold remediation?

• FEMA may provide homeowners with assistance to cover mold removal when it is caused or worsened by the disaster.

2. Insurance / SBA / Assistance as a grant

a. Will FEMA still help me even if I have insurance?

• If insurance does not cover all losses, FEMA may be able to assist. For example, FEMA may assist with uninsurable items such as well, septic system, and roads/bridges.

b. What assistance does the Small Business Administration (SBA) provide?

• SBA offers low-interest loans to cover disaster-caused loss to your home or business.

For more information, call SBA Disaster Assistance Customer Service at 1-800-659-

2955.

c. Is FEMA assistance a loan?

• No. FEMA disaster assistance is a grant and does not need to be repaid like a loan.

3. Shelter / Food / Survivor Resources

a. Are there shelters available?

• To locate shelters near you:

o Text the word SHELTER and your ZIP code to 43362 o Call 2-1-1 or 3-1-1 o Visit DisasterAssistance.gov http://www.disasterassistance.gov/

b. How do I find help with food, clothing, or mental health assistance?

• Call 2-1-1 or 3-1-1 for food and clothing assistance.

• Call the Disaster Distress Helpline at 800-985-5990 for mental health assistance.

c. Can FEMA help me with food loss?

• FEMA does not cover food loss, but may provide Serious Needs Assistance (SNA) which can be used for emergency needs such as food, water, first aid supplies, etc.

• For an urgent food needs, call 211 or 311 within your declared county to obtain references.

4. FEMA Online Account / Documents / Bank Information

a. How do I create an online account?

b. To create an online account, enter FEMA’s website at Welcome | Login.gov, select

“Create an account” and enter the requested information. The online account must match the same personal information provided on your application. Why is my application not showing in my online account?

• Allow 24 hours after applying for disaster assistance.

• Do not apply for assistance a second time since this will only delay the process.

• If unable to access the online account after 24 hours, contact FEMA's Technical Help

Desk at 800-745-0243.

c. How do I submit documents to FEMA?

• Send documents to FEMA by:

o Fax to 1-800-827-8112 o Upload to DisasterAssistance.gov o Mail to:

FEMA

P.O. Box 10055

Hyattsville, MD 20782-8055

d. How long does it take for documents to show in my file?

• It may take up to 48 hours for FEMA to receive uploaded documents from your online account.

• If sent by fax, it may take up to 5 days.

• If mailed, it may take up to 14 days.

e. How do I request a copy of my FEMA file?

• Please call FEMA’s Helpline for complete instructions on how to request a copy of your file.

f. How do I update my bank account information?

• Banking information can be updated through your online account or by calling

FEMA’s Helpline at 1-800-621-3362.

https://secure.login.gov/

g. How will FEMA contact me if they need more information?

• FEMA may call you and/or mail you a letter requesting information.

5. DRCs (Disaster Recovery Centers)

a. Where is the nearest Disaster Recovery Center (DRC)?

• Locate a DRC near you by:

o Texting DRC and your ZIP code to 43362 o Visiting DisasterAssistance.gov o Calling FEMA’s Helpline at 1-800-621-3362 o Using the DRC Locator at FEMA.gov

6. Rental / Lodging Assistance

a. Will FEMA help with rental assistance?

• If you are unable to safely occupy your home due to the disaster, FEMA may provide you Rental Assistance. Please call FEMA’s Helpline at 800-621-3362 to discuss your options for information about Rental Assistance.

b. Will FEMA help me find a place to live?

• We encourage you to search your local newspaper, social media groups, or the internet for rental properties in your area. You may also call FEMA’s Helpline at 1-

800-621-3362 for information on any available rental resources.

7. Assistance after Inspection

a. What happens after the assessment?

• You will receive a decision letter from FEMA by mail within the next 7-10 days or via electronic correspondence visible through your FEMA online account. The

FEMA decision letter explains any assistance you are eligible for and details on assistance for which you are not eligible. There are several types of disaster assistance, and it is possible to qualify for more than one.

o To receive updates and decision notifications faster, you can create an online account at DisasterAssistance.gov.

o If you have not created an online account, and wish to do so, I can assist you in setting up an account through DisasterAssistance.gov.

• If approved for disaster assistance, FEMA will:

o Send you a check by mail; or o Send a direct deposit to an account you may have provided.

• The money must be used for its intended purpose, as explained in the decision letter.

Keep records and receipts for at least three years, showing how the money was used for disaster recovery.

https://egateway.fema.gov/ESF6/DRCLocator

b. How do I appeal FEMA’s decision?

• A FEMA decision can be appealed as explained in your decision letter. Your decision letter will also explain what documents to send, based on your specific situation.

c. I only applied to get Serious Needs Assistance (SNA), why do I need an assessment?

• An assessment is required for certain types of assistance and is based on the information provided on the application. FEMA will confirm any home and/or personal property damage.

d. I have a disability, or a disaster-caused disability and I need help making my home accessible. Can FEMA help me?

• FEMA may assist with certain accessibility-related real property items when they were not present prior to the disaster. Please call FEMA’s Helpline at 1-800-621-

3362 for additional information.

e. Can FEMA help with my medical and dental expenses?

• FEMA may assist with your medical and dental costs if they were caused by the disaster.

o FEMA may cover damaged/lost eyeglasses, dentures, hearing aids, prostheses, etc.

o FEMA may provide assistance for any disaster-caused physical injury.

• Note: Inform the applicant you have noted a medical and/or dental need and FEMA will send a letter requesting information about the expense.

f. Can FEMA help with my funeral expenses?

• FEMA may assist with funeral or reinterment expenses if the death or reinterment expense was caused by the disaster.

• Note: Inform the applicant you have noted a funeral need and FEMA will send a letter requesting information about the expense.

g. Can FEMA help with my moving and storage expenses?

• FEMA may assist with moving and storage expenses.

• Submit moving and/or storage receipts to FEMA along with a statement explaining why you needed to move and/or store your property because of the disaster.

• Note: Inform the applicant you have noted a moving and storage need, and FEMA will send a letter requesting information about the expense.

h. Will FEMA reimburse me for missed work?

• Disaster unemployment assistance may be available through your local unemployment office.

8. Miscellaneous Questions

a. Why do some people receive FEMA assistance without an assessment?

• FEMA reviews and verifies each application based on your unique need. The information you provided in your application may determine the need for an assessment.

• A damage assessment is just one of several methods used by FEMA to confirm disaster-caused loss or expenses.

b. When can I start making repairs and removing damaged personal property?

• You can begin repairs immediately. It’s a good idea to keep a record of all receipts/estimates for repairs and photograph damages.

c. Will FEMA send out contractors to help repair my home?

• No. You are responsible for repairs to your home.

d. Can you recommend a contractor to repair my home?

• No. I am not allowed to give any contractor recommendations.

• You may research local resources by:

o Calling 2-1-1 or 3-1-1 to locate volunteer programs that may help with repairs.

o Asking friends and family for references.

o Researching contractor recommendations on local social media pages or internet searches.

e. My landlord refused to make repairs so I made them myself; will FEMA reimburse me?

• FEMA cannot reimburse you for repairs made to a home you do not own.