TWIA policies only provide coverage for direct damage caused by wind and hail. TWIA policies do not cover damage caused by flooding or storm surge.
File a TWIA Claim
There Are Three Ways to File a Claim with TWIA
- File online with Claims Center
- Call us at (800) 788-8247
- Contact your agent
What You Will Need to File a Claim
Below is the 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
- Policyholders have one year from the date the property was damaged to file 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.
After Filing a Claim
What Are the Next Steps?
- Temporary Repairs. Make temporary repairs to protect your property (see Temporary Repairs below). Save receipts. Do not make any permanent repairs until you discuss your claim with a TWIA representative.
- 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 will inspect your property and take photos of damaged and undamaged areas. Based on their documentation, they will prepare damage estimates and send those reports to TWIA. They are only there to obtain information about your property’s damage. They cannot 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 any 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.
- Avoid Fraud. Be wary of out-of-state contractors who show up at your door unexpectedly. Learn ways to protect yourself from fraud at 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 repair, 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 work in our offices, 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 because our staff works as a team to help your claim and everyone else’s move quickly.
- You may work with more than one claims examiner. This is because our staff works as a team to help your claim and everyone else’s move quickly. You can communicate with a claims examiner using our online Claims Center. You can also email us at email@example.com. If you email us, please include your claim number in the subject line.
- TWIA Claims Decision. Within 60 days of receiving your claim and all information that has been requested from you, TWIA is required to make a decision on your claim and send you a letter stating the decision. We make decisions as quickly as possible and you can typically see a result sooner 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 and let you know of TWIA’s decision of 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 and there will be no claim payment.
Before any repair work begins, walk around your property and take photos of the damage. Sometimes you may find something that you weren’t aware of before, and it helps us process your claim more quickly if we see your documentation. It also helps to take a personal property inventory — write down what you have and what is damaged. You can download a form to use here.
Keep any damaged property until the field adjuster sees it and approves of disposal. Do NOT repair, replace, or dispose of any damaged items before first discussing it with a claims examiner.
Keep invoices and receipts for your temporary repairs. If your loss is covered by the policy, reasonable costs for temporary repairs may be covered.
Temporary repairs include:
- Covering openings with tarp or plastic to prevent additional water damage
- Removing trees from a structure covered by the TWIA policy
- Boarding up windows and doors
- Drying out water damaged and we areas immediately with fans, if possible
- Interior water removal
- Removal of soiled carpet and sheetrock
- Roof tarping
- Restoration of utility services
Do not make permanent repairs, such as a roof replacement or asphalt patches, until the adjuster has made an inspection. The adjuster needs to be able to see the damage and determine if it is from wind or hail.
Whether or not you ultimately have a covered claim, you may need to make permanent structural repairs to your property. To be eligible for insurance through TWIA, many structural repairs must be certified by a Texas Department of Insurance (TDI) appointed qualified inspector or by a Texas licensed professional engineer.
Certificates of Compliance (WPI-8, WPI-8-E, or WPI-8-C) certify compliance with the applicable windstorm building code for the area. Without a Certificate of Compliance, TWIA lacks evidence that the structure conforms to the applicable building code, and the structure may be considered ineligible for coverage with TWIA. The WPI-8 certification inspections are done before and during the repair process, if completed by a TDI inspector. Learn more about Certificates of Compliance.
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 try to provide a timely resolution. We will also try 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. It is important to understand the deadlines related to the appraisal process (see Appraisal below) even if you are still working with TWIA to resolve disagreements about your claim.
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 (TDI), 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.
Notify TWIA of the claim number you’re requesting appraisal on. The best way to do this is to send an email to firstname.lastname@example.org with your claim number in the subject line and details about what you are disputing. This will help document when you make the request.
Additional Assistance for Policyholders
Coastal Outreach and Assistance Services Team (COAST Program)
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
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.