The Office of the Flood Insurance Advocate (OFIA) is an independent office within the Federal Emergency Management Agency (FEMA). The OFIA’s role is to be available to policyholders and property owners who have utilized existing available National Flood Insurance Program (NFIP) resources and are frustrated, confused, or do not feel they have been treated fairly.
The OFIA assists in reducing the complexity of the NFIP by providing customers with education and guidance about flood insurance, flood hazard mapping, floodplain management, and financial assistance through hazard mitigation assistance grants.
Through the casework that comes into the office, the OFIA identifies trends and makes recommendations that present opportunities to improve the overall customer experience. In 2017, the OFIA resolved over 500 inquiries. Many of these cases were highly complex and required extensive research and collaboration across the various offices in the NFIP. The casework helped to inform the OFIA’s Annual Report.
The OFIA is in the process of enhancing its outreach to the public by attending community map change meetings, partnering with external stakeholders –including the VOAD community, and attending various events across the country.
To view the report, track progress of outreach efforts, or if you or someone you know are confused and frustrated with the NFIP, visit the OFIA’s website at: http://www.fema.gov/national-flood-insurance-program-flood-insurance-advocate