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CLAIMS PROCESS

Report a Claim

We have four convenient ways to report a claim.

1

Portal
Report and manage your claim online. Upload photos & documents, check your claim status, and contact our claims team.
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2

Chat
Report your claim right in your browser without logging in.

Click the icon in the lower right of your screen.

3

Text Message
Report your claim by texting “Hello” to (512) 645-2846
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4

Call Us
You can report a claim to us 24/7. Call us anytime at (800) 788-8247.
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Claim Reporting Checklist

Information you need to have ready when reporting a claim to TWIA:

  • Your TWIA policy number
  • What you believe caused your damage (e.g., wind, hail, or both)
  • The details and a brief description of what caused the damage
  • Your current contact information and any additional ways to reach you
  • Any documentation or photographs of the damage

Click here for a printable worksheet for the TWIA claims process.

Claims Deadlines To Know

  • Policyholders have one year from the date the property was damaged to report a TWIA claim.
  • After receiving all the requested information from the policyholder, TWIA has 60 days to investigate and notify the policyholder if it will accept or reject the claim.
  • TWIA has 10 days to pay a claim after it has accepted coverage for a claim and the policyholder has provided all requested materials.

What are the next steps?

If you’ve been impacted by a hurricane, visit our Recovery page to learn more about how a TWIA claim works.

Temporary Repairs

Make temporary repairs to protect your property. Save receipts. Do not make any permanent repairs until you discuss your claim with a TWIA claims examiner. See our guide to Temporary and Permanent Repairs to learn more.

Review Your Policy

Understanding your policy will help you make informed decisions and better prepare you to navigate the claims process. Knowing the amount of your deductible and which endorsements you have is especially helpful. For example, while our policies allow us to pay to remove trees fallen on covered structures, they do not allow us to pay for downed trees that did not fall onto covered structures.

  • Talk to Your Agent. Your agent can be a valuable resource to help you understand your insurance policy coverage.

Property Inspection

TWIA will assign your claim to a field adjuster, who will reach out to you to schedule an inspection of the damaged property, if necessary.

  • What is the field adjuster’s role? The TWIA field adjuster is a state-licensed property adjuster who has also received TWIA training. They inspect your property and take photos of damaged and undamaged areas. Based on their documentation, they prepare damage estimates (learn more) and send those reports to TWIA. Field adjusters do not make any decisions on your claim. Any questions about your claim should be directed to a TWIA claims examiner.

Gather Contractor Estimates

Even though the field adjuster prepared an estimate of the cost to repair or replace your property, it is still important to request your own estimates from qualified contractors. You are encouraged to request line item estimates that break down and show labor and material costs (rather than a single cost or lump sum estimate). Send us estimates you receive from contractors you are working with for our review. TWIA will compare your estimate with our own and issue supplemental (additional) payments if warranted. Learn more about supplemental payments.

  • Avoid Fraud. Watch out for unsolicited contractors looking to prey on storm victims. Learn ways to protect yourself from fraud in this guide or on the Texas Department of Insurance’s website. If you suspect fraudulent activity related to a TWIA claim, call the Veracity Research Company (VRC) Fraud Hotline at (800) 625-0425.
  • Do NOT start permanent repairs, replace, or dispose of any damaged items before first discussing it with a claims examiner.

TWIA Reviews Your Claim Information

TWIA claims examiners review the field adjuster’s report and estimates along with weather reports and any additional documents and estimates. A claims examiner will contact you to discuss your claim, issue any payment due, and answer any of your questions.

  • What is the claims examiner’s role? A TWIA claims examiner is a trained professional licensed by the State of Texas. TWIA claims examiners resolve your claim and are your primary TWIA contact. Any questions about your claim should be directed to a TWIA claims examiner.
  • You may work with more than one claims examiner. Our staff works as a team to help your claim move quickly. You can communicate with a claims examiner using the Policyholder Portal. You can also call (800) 788-8247 or email claims@twia.org (include your claim number in the subject line). Communicating through the Policyholder Portal will allow us to respond faster than email. If you experience technical issues using our online systems, visit our support page or call (800) 788-8247.

TWIA Claims Decision

TWIA is required to make a decision on your claim within 60 days of receiving your claim and all information that has been requested from you. We make decisions as quickly as possible and you may see a result in less than 30 days.

  • TWIA Claims Decision Letter. The decision letter we send to you will be titled either: Notice of Claim Acceptance, Notice of Claim Denial, or Notice of Claim Acceptance in Part and Denial in Part. Read this letter in full as it explains how TWIA reached its decision.

TWIA Will Contact You

A claims examiner will contact you about TWIA’s decision on your claim. If we determine you have damage covered by your TWIA policy, you will either receive a check from us or a notification that the cost to repair or replace the damaged property is less than your deductible, which would result in no claim payment.

WHAT TO DO IF YOU DISAGREE WITH TWIA’S ASSESSMENT OF YOUR CLAIM

Talk with TWIA — We Will Work with You

Please contact TWIA if you believe our claim assessment is not enough to repair or replace damage to your covered property. We will work with you to address any needs you have and attempt to provide a timely resolution. We will also attempt to help you avoid incurring any out-of-pocket or additional costs. Contact TWIA so we may consider any new information that could support supplemental (additional) payments. Learn more about supplemental payments.

It is important to understand the deadlines related to the appraisal process even if you are still working with TWIA to resolve disagreements about your claim.

Appraisal

Appraisal is a formal process to handle disputes about the amount TWIA will pay for your claim. Unless otherwise stated by TWIA or the Texas Department of Insurance, the deadline to request appraisal on the actual cash value amount of your claim (i.e., the covered item’s current market value, used to determine your first claim payment amount) is 60 days from the date you receive your notice letter. If you have replacement cost coverage, you will have additional time to request appraisal. That timeline will be included in your notice letter.

To preserve your right to appraisal, this process is automatically activated if you notify TWIA that you disagree with our assessment of the covered portion of your claim. This does not mean you have to go through the appraisal process, but that you will have the option to in the future. You can start this process by having a discussion with your claims examiner or sending TWIA a message through the Policyholder Portal with details about what you are disputing. If you are unable to use this system, you can email claims@twia.org with your claim number in the subject line. Communicating with us through the Policyholder Portal will allow us to respond faster than email. This option will help document the time when you make the request.

Disputes Regarding Denied Claims

If you wish to dispute TWIA’s decision to partially or fully deny coverage for your claim, you must provide notification that you intend to bring suit against TWIA. You have two years after receipt of a claim decision to notify TWIA of a coverage dispute. If you miss the two-year deadline, you waive the right to contest TWIA’s denial of the claim, and are barred from bringing a lawsuit concerning denial of coverage.

As a prerequisite to filing suit, TWIA has the option of requiring you, the policyholder, to submit the dispute to Alternative Dispute Resolution (ADR). Mediation is the primary form of dispute resolution utilized by TWIA. ADR must be completed no later than 60 days after TWIA requests ADR, unless the period is extended by mutual agreement or by rule of the Commissioner of Insurance. If ADR is not completed, or if you are not satisfied after the ADR, you may bring a lawsuit in a district court no later than two years after the date you received TWIA’s decision regarding the claim. All costs and expenses of mediation are shared equally by both parties.

Lawsuit criteria is outlined in the Texas Windstorm Insurance Association Act, Section 2210.576 (b), Texas Insurance Code.

TDI Coastal Outreach and Assistance Services Team

Created in 2011, the Texas Department of Insurance’s Coastal Outreach and Assistance Services Team (COAST) provides information and educational programs to help TWIA policyholders with the claims process. COAST can help you:

  • Learn about your rights as a TWIA policyholder
  • Learn about the TWIA claims process
  • Know what to do if TWIA denies your claim
  • Resolve a concern about a TWIA claim

Click here to learn more or visit their website at www.tdi.texas.gov/consumer/coast.

This webpage 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.

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