about the roadmap to recovery™ program€¦ · recovery services include educational workshops...
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AbouttheRoadmaptoRecovery™Program:TheRoadmaptoRecovery™programimprovesdisasterrecoverythroughtips,toolsandguidancefrompreviousdisastersurvivorsandfromexpertsoninsuranceclaims,repairsandrebuildingandlegalmatters.ItoperatesthroughUnitedPolicyholders(UP,www.UPHELP.org),anon-profitorganizationthathasbeeneducatingandadvocatingfordisastervictimssince1991.RoadmaptoRecoveryservicesincludeeducationalworkshopsandlong-termrecoveryworkinregionsimpactedbydisasters(subjecttofundingandcommunitysupport).UPisdedicatedtohelpinginsuranceconsumers.TheRoadmaptoRecoveryprogramisfundedbygrants,donationsandbooksales–notinsurancecompanies.
©2017UnitedPolicyholders,Allrightsreserved.
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DearFriends,Howdoyoubegintherecoveryprocesswhenyourhomehasbeendamagedordestroyedinadisaster?Thatisadifficultquestiontoanswer,andifyouarereadingthis,Iamsorryitisoneyouarefacing.Thekeywordtofocusonisprocess,andyoubeginitonestepatatime.Ourhomeandallmyfamily’spossessionsburnedtothegroundinthelargestwildfireinCaliforniahistory.OneofthefewpositiveaspectsoftheexperienceistheknowledgeIgainedintherecoveryprocessandthevolunteerworkInowdoonUP’sRoadmaptoRecoveryteam.Yourinsuranceisavehicletoputyoubackwhereyouwerebeforealoss,butitwon’tdriveitself.UP’sRoadmaptoRecovery(R2R)programoffersresourcestohelpyou.Weofferourservicestoyourcommunityandlookforwardtohelpingyounavigatetowardthelightattheendofthetunnel.Nomatterwhatkindofeventdamagedordestroyedyourhome,youwillfindanswers,tipsandsupportthroughournon-profitorganization.Pleasevisitourwebsite:uphelp.orgWarmregards,KarenReimusSurvivor,2003CedarFire,SanDiego,CAandUPVolunteer
WhenI’mofferingguidancetootherdisastersurvivorsasIdidhereatUP’stableinaFEMADisasterAssistanceCenterafterawildfire,I’msharinglessonslearnedandpayingitforwardtoeasetheirpath.
Whetheraflood,wildfire,earthquake,hurricane,tornado,orexplosiondamagedordestroyedyourhome,UP’sRoadmaptoRecoveryprogramprovidesstep-by-stepguidanceongettingfullvaluefrominsurancepolicies.
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FirstStepsAfteraWildfireThischecklistwillhelpkeepyouontrackduringthisstressfultime.We’rerootingforyou…ü Takecareofyouroryourfamily’simmediateneedsfirst.
ü Findingtemporaryhousingisapriority.Yourinsurancecompanyshouldhelpyoufindaplaceof
similarsize.
ü Startarecoverydiary.Anynotebookwilldo.Takenoteson:whoyoutalkedto,thenumberyoucalled,dateandtime,whatwassaid.Keepyourpaperworkorganized.
ü Askyourinsurancecompanyforcashadvancesfor:o Livingexpenseso Replacingpersonalproperty
ü Keepallreceiptswhileyouaredisplaced.Hotelbills,clothesandpetboardingmaybe
reimbursedbutrequirereceipts.
ü Takephotosofyourpropertybeforeanycleanupordebrisremovalhappens.
ü Donotrushintosigningcontracts.GetcopiesofALLpaperworkyoudosign.
ü Aninsuranceadjusterwilleventuallycomeandinspectyourhome.Iftheymakeyouasettlementofferonthespot,geta2ndopiniononwhatyou’reentitledto.
ü Inventoryingyourdamagedanddestroyedpropertyistime-consumingandunpleasant.UPofferstipsandtoolsforgettingthisdone.Visitwww.uphelp.org/contents
ü Giveyourinsurerachancetodotherightthing,butbepreparedtostandupforyourrightsandgethelpifyou’renotbeingtreatedfairly.
ü Registerwitha“CaseManager”–theycanhelpmakereferralstoresources.
ü RegisterwithFEMA(federallydeclareddisaster)andtheSBA(statedisasterdeclarationsneeded)
ü Formorespecificsandguidanceontheinsuranceclaimprocess,visitwww.uphelp.org/NorthBayFires
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HomeInsuranceFAQsforWildfireSurvivors
1.Ifadisasterdestroysordamagesmyhome,whatdoIneedtoknowaboutinsurance?
Youneedtogetabasicunderstandingofthecategoriesandmaximumamountsofbenefitsthat
areavailabletoyouunderyourhomeinsurancepolicy.Youneedtoapplyallinflationand
otherformulasthatmayincreaseyouravailablecoverage.Yourneedtounderstandthat
collectingfullinsurancebenefitsonalargedollarlossrequiresyoutobepro-activeinvaluing
whatyoulostandassertingyourrightstoareasonablyprompt,fairandfullclaimsettlement.
Getacurrentandcompletecopyofyourinsurancepolicy.Reviewyourhomeinsurance
“declarationspage”toseehowmuchyourDWELLINGisinsuredfor.Checkyourcoveragefor
CONTENTS,ADDITIONALLIVINGEXPENSES,OTHERSTRUCTURES,BUILDINGCODE
COMPLIANCE,DEBRISREMOVAL,TREES,SHRUBSANDLANDSCAPING.
Hereisasampleofadeclarationspage.Yourdeclarationspagemaynotlooklikethis,butit
shouldhavethesamebasiccategoriesandinfo.
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2.Willmytemporary/additionallivingexpensesbecovered?
Mosthomeinsurancepoliciesprovidecoverageforexpensesyouhaveduetolosingtheuseof
yourhome.Somepoliciescallthis“AdditionalLivingExpense”(ALE)coverage.Otherscallthis
“LossofUse”.Sometimesthisisadollaramount(i.e.$50,000)andsometimesitisatimelimit
(i.e.24months).UnderCalifornialaw,ALEbenefitsfordisasterlossesmustbeavailablefora
minimumof24months.
TofigureoutifanexpensequalifiesforALEcoverageaskyourself:IsthisanexpenseIincurred
becauseofthelossevent?Iftheanswerisyes,itisreasonableforyoutoseekreimbursement
underALE/LossofUsecoverage.
Hereisalistoftypicallyreimbursableitemsthatmaybeavailabletoyou:
• Rentfortemporaryhousing• Insurancepolicyoncontentsintemporaryrentalhouse• Creditcheckfeefortemporarylodging• Mileageto/fromatemporaryrentalhouseforrebuild-relatedbusiness• Mileageforincreaseddistancetraveledfromtemporaryrentalhometo:
o Placeofemploymento Adultandchildren’sactivities(school/sports/clubs/lessons)o Yourhouseofworship
• ITfeechargedtoset-upnewcomputersystemattemporaryrentalhome• Sewerfeeattemporaryrentalproperty• Newaccountor“setup”feesforutilitiesattemporaryrentalhome• Photocopiesandmailingexpensesrelatedtoclaim• Costoffencingtosecuredamaged/destroyedhouseand/orpool• Movingcostsincurredtomovefromthetemporaryrentalhomebackintothe
repaired/rebuilthome(movingcompany;boxes;packingpaperandtape)• Reconnectionfeesforsettingupservices(cable/telephone/utility)• Carpetcleaningwhenmovingoutofrentalhome• Petboardingcost• Increasedvetbillsforpetsduetoillness/symptomsresultingfromthelossevent
Ifyourhomeinsurersaysyourdamageisnotcoveredbecauseofanexclusioninthepolicy,
theymostlikelywon’tcoveryourtemporary/additionallivingexpenseseither.
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3.HowcanIgetafairsettlementonatotallydestroyedhome?
Documenteverythingthatwasdestroyed,fileatimelyclaim,learnyourrights,andgethelp
whenyouneedit.Giveyourinsurancecompanyandtheiradjusterachancetodotheright
thing,butdon’tbeapushover.Yoursettlementonatotallossclaimshouldbeatorcloseto
yourpolicylimitsineverycategory.Thebiggestchallengeformosttotallossfiresurvivorsis
documentingwhatitwouldcosttoreplacethedestroyedhomewithoneoflikekindand
quality,andreachingafairandpromptclaimsettlementthat’sascloseaspossibletothat
amount.
Manypeoplefinditimpossibletonavigateasevereortotallossinsuranceclaimontheirown.
Optionsforgettinghelpinclude:
-FilingacomplaintwiththeDepartmentofInsurance(1800927-HELP)
-Hiringalicensedpublicadjusterwithgoodreferences(www.uphelp.org/help-directory)
-Hiringanattorneywithinsuranceexpertise/goodreferences(www.uphelp.org/help-directory)
4.Whoisresponsibleforclearingthedebrisfrommylotandisthatcoveredundermypolicy?
Thehomeownerisresponsibleforclearingdebrisandthecostshouldbecoveredifthelossis
insured.Yourinsurancebenefitsfordebrisremovalwilleitherbeasetdollaramountora
percentageofyourdwelling/structurecoverage.Policiesvary,soreadyourDeclarationsPage
andpolicy.Checkwithyourlocalgovernmentofficialstoseeifthey'recoordinatingadebris
removalprogram.Ifyouhavetheoptionofhavingyourdebrisremovedthroughacoordinated
program,workwithyouradjuster/insurertohaveyourbenefitscoverthecostofparticipating.
5.HowcanIgetafairsettlementformydamagedordestroyedcontents/personalproperty?
Bylistingandvaluingasdetailedaninventoryasyourinsurerrequires.Useoursamples,tools
andsuggestedstrategiesforminimizingthepainandtimeofcreatingyourcontentsinventory.
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6.WherecanIfindmoredetailsandhelpnavigatingafairinsurancesettlement?
VisittheRoadmaptoRecoveryHelpLibraryatwww.uphelp.org/NorthbayFiresand
www.uphelp.orgasoftenasyouneedto.Weareanon-profitwith25yearsofexpertiseand
empathyontheemotional,financial,legalandpracticalchallengesofrecoveringfroma
catastrophicloss.Weoffertips,short-cuts,strategiesandmuchmore:
• DwellingClaimTips:www.uphelp.org/dwelling
• ContentsClaimTips:www.uphelp.org/contents
• SampleLettersandClaimForms:www.uphelp.org/samples
• Informationonresolvingclaimdisputes
• Linkstogovernmentandprofessionalhelp
Ifyouworkfull-time,haveyoungchildren,healthchallenges,orjustcan’tfaceputtinginthe
timeandenergytohandleyourlargeortotallossinsuranceclaim,professionalclaimandlegal
helpisavailableonacontingency/commissionfeebasisinmoststates.
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AdditionalFAQsforPartialLossWildfireSurvivors
1.WhatthingsdoIneedtoknowaboutafirethatdamages(notdestroys)myhome?
Theseclaimsareknownas“partiallosses”becausethehomehasonlybeenpartiallydestroyed.
Thingstowatchoutforwithpartiallossesinclude:
• Hiddendamage(water,smoke,ash,mold,airquality,ducts)
• Inadequateorimpropercleaningandrepairmethods
• Delays:Particularlyafterdisasters,partiallossescanbelowpriorityforoverworked
insuranceadjusters
• Disputesover“matching”andlineofsight:Repairsshouldreturnyourpropertytoa
“uniformandconsistentappearance”evenifthatmeansreplacingundamageditems
suchasrooftilesorcarpeting.
2.Myneighbor’shomeburneddownbutmineseemsundamaged--whatshouldIdo?
Evenifthereisnoobviousdamagetoyourhome,itmayhavebeenimpactedbyextremeheat,
smokeorfireretardant,soyoustillneedtohaveitthoroughlyinspectedbyanexperiencedand
qualifiedprofessional.
Licensed,experiencedprofessionals.ContractorsandStructuralEngineersarequalifiedto
evaluatedamage(andthestructuralintegrityofyourroof/remainingbeams,etc.)andestimate
thecostofrepairs.ACertifiedIndustrialHygienistisqualifiedtotesttheairquality.Itisrarely
enoughtohaveyourhome’sconditionevaluatedonlybyaclaimadjuster.Itisalmostalways
necessarytohavequalifiedprofessionalsinadditiontotheadjuster’sinspection.Ifyour
insurerrefusestoconductorpayforproperinspections,askagaininwriting,politelyremind
themoftheirlegaldutytothoroughlyinvestigatealldamage,includinghiddendamage.Ifa
disputearises,it’sworthfindingandpayingforyourowninspectionbyanindependent
specialist.
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3.Whatdoesa“thoroughinspection”include?
Athoroughinspectionwillcoverthefollowingareas:
• Roof:Yourroofshouldbeinspectedfordamagefromburningembers.Ifheatwas
extreme,theroofstructuremaybecompromised.Woodundertheroofingmaterial
maybewaterstainedandmoldy.Aroofingexpertcanverifydamage.
• StructuralSteel,Iron:Steelandironstructuresmaytransferheatanddestabilizea
foundationorretainingwall.
• Stucco,SidingandConcrete:Stuccomayspallandcrackduetodehydrationandbaking.
Sidingmaymeltafterexposuretoheatandmoldmaybepresentunderneath.Heatmay
alsodamageananchoredfoundationorfootingandmayrequiretestingaswellas
concretecoresampling.Structuralengineersmaydox-raytestingandother
miscellaneousforensicwork.
• Windows:Windowframesmaymelt,blisterordiscolorduetoheat.Glasscan
experiencewarpinganddiscolorationandmaylosesomeofitstransparentclarity.
Warpedwindowscanleadtomoistureproblemsand/oramoldproblem.
• PlumbingandHeatingSystems:Checkpipes,connectorsandductsfordamage.
• InteriorWalls/Framing:Acontractorconductingathoroughinspectionofyourhome’s
interiormayneedtoopenupwallstocheckfordamagetotheframing,ortouncover
potentiallydangerousmold.It’sbettertouncoverdamagesoonerratherthanlater.Be
politelyassertiveinclaimnegotiationstomakesureyourhomeisrestoredtoa“uniform
andconsistent”appearanceasopposedtoa“patchworkquilt”ofunmatchednewand
oldmaterials.Readmoreinformationbelowabout“matching.”
4.Myinsurerdoesnotwanttopaytomatchthenewsidingtotheoldsidingonmyhome’s
exteriorwalls.WhatcanIdo?
Inmoststatesandundermostpolicies,youareentitledtobepaidforthecostofrestoringyour
hometoa“uniformandconsistent”appearance,exteriorandinterior.Ifyouhaveonlyapartial
lossandyourinsurerwon’tpaytomatchpaintcolors,rooftilematerials,carpeting,orany
othervisiblematerials,checktomakesurethereisaclearandunambiguousexclusioninyour
policy(andverifywhetherthatexclusionislegal)beforeyouagreetoacceptlessthanwhatyou
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needtomakeproperrepairs.Gethelpfromyourstateinsurancedepartmentoraqualified
claimorlegalprofessionalbeforeyoutakenoforananswer.
5.Willmyinsurancepolicypayforcleaningsmokeandash?
Smokedamageisacoveredperilinmosthomeowner’spolicies.Itwill(temporarilyor
permanently)damageporousmaterialssuchasfabrics,rugs,curtainsandunfinishedwood.
Someitemscanbecleaned,othersneedtobereplaced.
6.Myyardisamess.Willmyinsurancepayfordamagedplantsandtrees?
Coverageforthecostoflandscapingreplacementistypicallyasetamountorapercentageof
yourdwellingcoverageamount.Makesureyoudoyourownmathtocalculatethemaximum
amountyoucanrecover.Landscaping,treeandshrublossesoftenexceedcoveragelimits–
maturetreescanbevaluedashighas$5,000yetmanypoliciescontaina$500pertreelimit.
Extremeheatandsmokewillkillmostplantsandmaycontaminatesoil,makingreplanting
difficult.Damagedplantsmaynotdierightaway.Keepyourclaimopenforatleastsixmonths
andfilesupplementalclaimsifnecessary.
Ifyouliveonahillside,lossoffoliagefromafirecanleadtolandslidesand/ormudslidesin
rainyconditions.Replantyourpropertywithnativetreesandgrassestostabilizethelandscape.
Sandbagscanprovidetemporarylandscapeprotectionuntilyournewplantshaveachanceto
mature.
7.Idon’thaveenoughinsurancetocoverallthedamage,whatcanIdo?
Approximately2/3ofpeoplewholosehomesincatastrophicdisastersfindthemselves
underinsuredby50%ormore,soifthatstatisticincludesyou–manypeoplehavewalkedin
yourshoesbeforeandcanofferhelpfulstrategies.
Unreimbursedlossescanoffsetyourtaxobligationswhenyouclaimthemasacasualtyloss
deduction.Readaboutyouroptionsinthe“UnderinsuranceHelp”sectionofourClaimTips
Library:www.uphelp.org/underinsurance
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Insurancelingo
ActualCashValue–Theamountawillingbuyerwouldhavepaidawillingsellerforanitemimmediatelybeforeitwasdamagedordestroyed.Alsosometimescalled“FairMarket”or“Depreciated”value.
AdditionalLivingExpense–Oneofthemain“buckets”ofcoverageinahomeorrenterspolicy.Sometimeslabeledas“TemporaryLivingExpenses”or“LossofUse.”Coversadditionalrent,furniturerental,laundry,extragasandotherexpensesyouincurbecauseyou’reoutofyourhome.NFIPpoliciesdonotcontaincoverageforAdditionalLivingExpenses.
Adjuster–Apersontaskedwithinvestigatingandsettlinganinsuranceclaim.Therearethreetypes:Staff,Independent,andPublic.StaffandIndependentadjustersworkonlyforinsurancecompanies.PublicAdjustersworkonlyforpolicyholders/consumers.
Declarations(“Dec”)Page–Usuallythecoverorfirstpageofapolicy.Statesthenamesofthepeople,location,vehicleoritemsinsured,thebasicandextracoverages,limitsanddeductibles,andwhetheralenderorotherentityisnamedonthepolicy.
Deductible-Anamounttheinsurerwilldeductfromitspaymentonaloss.Adeductiblecanbeaflatdollar(e.g.$500)orapercentage(e.g.2%oftheinsuredvalueofthedwelling).Youwillnotcollectinsurancebenefitsonalossthatfallsbelowyourdeductible.
Let’ssayyouchoosea$1,000deductibleforyourhomeinsurance.Apipeburstsandcauses$3,000indamage.Ifyourpolicycoverstheloss,theinsurancecompanydeductsthe$1,000andowesyou$2,000towardtherepairs.Ifthedamageisonly$800,yourecovernobenefits.Apolicywitha$1,000deductiblewillbecheaper–usuallyalotcheaper-thanonewitha$250deductible.
Depreciation–Aprocessthroughwhichthevalueofanitemgetsreducedtoaccountforitsageandcondition.Depreciationisnegotiableandsubjectiveinmostcases.
DifferenceinConditions(“DIC”)-Apolicythatfillsgapscausedbyexclusions.Sometimescalleda“wrap”or“wraparound”policyorrider.
Dwelling–Aresidenceorhome.Alsoreferredtoininsurancelingoasa“Structure.”
Endorsement–Anadd-onorchangeattachedtoyourbasicpolicycontractthateithertakesawayoraddscoverageorotherwisechangesthecontract.Alsoreferredtoasa“rider”ora“floater”.
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ExclusionsandLimitations–Thefineprintlegaleseininsurancepoliciesthatlimitsthecircumstanceswheretheinsurerwillpayaclaimandthetimingandamountsoftheirpayments.
Insured–Thepersonorpersonscoveredbyaninsurancepolicy.
Insurer–Acompanythathasagreedtotakeonriskinexchangeforpaymentofapremium.
Limits–Themostyoucancollectundereachcoveragecategoryinapolicy.Inflationformulasandendorsementsthatchangethebasicpolicycanchangethelimits.Mostpolicieshaveseveraldifferentcategoriesofcoverage,eachwithitsownlimit.
LossofUse–See“AdditionalLivingExpense.”
Policy–Acontractspecifyingtheamounts,limitsandconditionsofinsurancecoverage.
Policyholder–Apersonnamedinaninsurancepolicyastheinsured.
Premiums–Paymentsmadetoaninsurancecompanytokeepapolicyinforce.Premiumscanbepaidupfront,monthly,annuallyoroverthelifeofthepolicy.
ProofofLoss–Anofficialdocumentyousignthatconfirms/certifiesyourloss/claim.
ReplacementValue-Thecosttorepairorreplaceayourhomeorstuffwithoutadeductionfordepreciation.
Rider-Addedorsubtractedcoverageorconditions.See“Endorsement.”
RiskExposure:Therangeofloss/damagepossibilitiesassociatedwithaperson,eventorpropertybasedonthecharacteristicsofthatperson,eventorproperty.Insurancepricingisgenerallybasedonriskexposure(suchaslosshistory,location,age,andforautoinsurance,typeofvehicleandyourdrivingrecord).
Surcharge–Apriceincreaseaddedtoabasicratebecauseofaspecificconditionorchangeinconditionassociatedwithaninsuredrisk.Example:Abrushsurchargeisoftenappliedtohomesinwildfire-proneareas.
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The information presented in this guide is for general informational purposes, and is not asubstitutefor legaladvice. Ifyouhaveaspecific legal issueorproblem,UnitedPolicyholdersrecommendsthatyouconsultwithanattorney. Guidanceonhiringprofessionalhelpcanbefound in the “Find Help” section of www.uphelp.org. United Policyholders does not sellinsuranceorcertify,endorseorwarrantanyoftheinsuranceproducts,vendorsorprofessionalsidentifiedatourwebsite.
Howto“SpeakUP”
Strongaspossible Paperworkorganized Empowered Assertivebutpolite Keepingaclaimdiary Insuranceeducated Networkingwithothers Gettingprofessionalhelpifneeded
Unwillingtobeshort-changed Pro-active
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RoadmaptoRecoveryDiary