Dear Agent,
We want to provide you with an overview and update of our activities as we move into the fourth week of our efforts to respond to Hurricane Harvey. We know many of you are not only agents but policyholders as well and want you to know we are humbled by your resilience as you’ve been doing double-duty in taking care of your clients as well as your families and communities. As of yesterday (Monday, September 18), TWIA has received 61,875 claims and we have closed nearly 12,947 claims (20.9%). CLAIMS PROCESSING:
We have over 1,200 field adjusters and 221 desk examiners working diligently seven days a week to process claims and ensure we are following through on our promise to be there when our policyholders need us most. Given the unique nature and duration of Harvey, our goal has been to help first those who have sustained the most serious damage while looking for the best possible time to help those in less severe damaged areas as soon as possible. Like most of the industry, barriers to entry in some areas due to extensive flooding has slightly increased our response time on some claims. We expect our claim cycle times for residential claims to increase from our usual (non-CAT) performance of less than 10 days from First Notice of Loss (FNOL) to payment to somewhere in the range of 16 to 20 days. CONTACT INFO:
As we begin to transition from the loss intake stage to the claims-processing and closing stage, we want to make sure everyone has the correct information on the three methods by which both agents and policyholders can communicate with us. - Call 877-281-1431 to file a claim. We are available 24 hours a day for both agents and policyholders at this line.
- You can also log into the Claims Center to manage a claim. Claims Center can be accessed electronically 24 hours a day at the links below:
- Policyholder access is through the Policyholder Portal: https://policy.twia.org/loginPage
- New policyholder users can register by clicking "New User Registration" on the login screen to create a profile and password. Please share with your clients these guidelines on how to get set up.
- Meet us in person us at one of our Mobile/Remote Claims Center locations. TWIA staff are onsite assisting policyholders with filing a claim and claim status inquiries. Find us in Corpus Christi, Rockport, and Port Aransas. They are open seven days a week from 8 AM to 6 PM.
Corpus Christi Location
Lindale Recreation Center
3133 Swantner Street
Corpus Christi, Texas 78404 Map | Rockport Location
GSM Insurers
1102 East Laurel Street
Rockport, Texas 78382 Map | Port Aransas Location
Port Aransas Community Center
408 N. Alister St.
Port Aransas, TX 78373 Map |
To check on the status of an existing claim, policyholders can visit TWIA.org/ClaimsCenter or call us at 1-800-788-8247, Option 1, then Option 2. MORTGAGE COMPANY INFO:
As we begin issuing claim payment checks, we anticipate questions from policyholders whose mortgage company is listed as a payee on their check. Please share with your clients this graphic to address policyholder questions and concerns related to this process. It has also been shared via social media, and included on our website. CONSUMER PROTECTION:
Members of our Special Investigations Unit field team are in eight coastal counties canvassing areas where we know there is windstorm damage. The investigators’ presence has two benefits: helping our policyholders protect themselves from fraud and identifying and investigating post-storm fraudulent activity. The last thing we want to see is our policyholders impacted by fraudulent activity by anyone. If you or your clients suspect disaster-related fraud activities, please call the TWIA Fraud Hotline at 800-625-0425.
Thank you,
Texas Windstorm Insurance Association |
