Welcome to the Claims Center for Policyholders
We have upgraded Claims Center to increase security and improve our system processes. This upgrade requires a one-time reset of your current Claims Center password.
Here’s how to do the password reset: Visit the Claims Center login screen and click “Forgot Password.” Follow the prompts to have a temporary password emailed to you.
New to Claims Center? Register by visiting our New User Registration page to create a profile and password.
If you need login or password assistance, please contact us as (800) 979-6443 or firstname.lastname@example.org.
There are three ways to file a claim with TWIA
Contact Your Agent
Claims Center is your 24-hour, online access to:
- File a new claim
- Check the status of your existing claim
- View and upload photos and documents
- View payment details
- Send messages to the team handling your claim
New users can register to use Claims Center by visiting our New User Registration page to create a profile and password.
If you have insurance policies with Texas Windstorm Insurance Association and Texas FAIR Plan Association, you can use Claims Center to file and manage claims with both.
Claims Filing Process
- 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 the requested materials.
TWIA’s Claims Decisions
TWIA makes one of three claims decisions:
- TWIA accepts coverage for the claim in full
- TWIA accepts partial coverage for the claim
- TWIA denies coverage for the claim in full
If the policyholder disputes the amount of loss TWIA accepts for a claim, either partially or fully, the policyholder must work with TWIA to resolve any disputes or request appraisal. Learn more about how to dispute a claim.
Coastal Outreach and Assistance Services Team (COAST Program)
Additional Assistance for Policyholders
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
Claims Reporting Checklist
Key Things to Have Ready
Below is the information you need to have ready when reporting a claim to TWIA. Call us at (800) 788-8247, Option 1, or visit Claims Center to file online. New users can register to use Claims Center by visiting our New User Registration page to create a profile and password.
- Your TWIA policy number
- What caused your damage (e.g., wind, hail, or both)
- The details and a brief description of what caused the damage
- The best contact information for reaching you
- Any documentation or photographs of the damage
Click here for a printable worksheet for the TWIA claims process:
After Filing a Claim
First and foremost, after you have filed a claim, continue to ensure the safety of you and your family. If there is any major structural damage, call authorities before entering the building.
What Are the Next Steps
- Make temporary repairs to protect your property. Save receipts. Do not make any permanent repairs until you discuss your claim with a TWIA representative.
- TWIA will send you a letter acknowledging your claim and provide the name of the TWIA representative assigned to help with your claim.
- The TWIA representative will call you to discuss your claim and may schedule an adjuster or other expert to inspect your damaged property.
- In instances where an adjuster or expert inspects the damaged property, they will report their findings and recommendations to TWIA.
- The final decision on your claim will be made by TWIA. You will receive a detailed letter explaining TWIA’s decision on your claim.
- If you are due a payment for your loss, a check will be issued and sent to you.
- Take pictures before tearing out, removing, or covering over damaged property or debris. Keep any damaged property until the adjuster sees it and approves of disposal.
- Board broken windows, cover openings with a tarp or plastic to prevent additional water damage, and stop interior leaks. Dry out water damaged/wet areas immediately.
- Keep invoices and receipts for your temporary repairs. If your loss is covered by the policy, reasonable costs for temporary repairs are covered.
- 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.
Dispute a Claim
If you recently received a claim payment estimate or check from TWIA, but think the amount is too low, call us at (800) 788-8247, email email@example.com, or visit our Claims Center to submit a supplemental request for additional payment or additional damages. You do not need to file a new claim – we will evaluate your request under your existing claim.
For questions about the claims dispute resolution process, call (800) 788-8247, option 1, or email firstname.lastname@example.org. You can also contact the Texas Department of Insurance’s Coastal Outreach and Assistance Team (COAST) for TWIA claims assistance (learn more).
Disputes Regarding Accepted Claims
- Appraisal is the means for resolving any dispute over the accepted portion of a covered loss. The policyholder can only request appraisal on those items of damage for which coverage was accepted.
- The policyholder must request appraisal within 60 days (180 days for Hurricane Harvey claims – Note: Some commercial policies have a 150-day deadline. For more details, please refer to www.twia.org/extensionletter) from the date they received notice from TWIA of claim acceptance. The deadline may be extended 30 more days, if requested within 15 days after the initial deadline.
- If the policyholder does not meet the deadline, they waive the right to contest the accepted portion of the claim.
- The policyholder and TWIA each select an individual appraiser to determine the amount of loss. If the appraisers cannot agree on the amount of the loss, an independent umpire will be selected by the appraisers. An agreement by any two of these three participants will determine the amount of the loss.
- The appraisal decision is final and binding.
- All costs and expenses for appraisal are shared equally by TWIA and the policyholder, including costs for both appraisers and the umpire.
- A policyholder may challenge an appraisal decision by filing a lawsuit no later than two years from the date of the appraisal decision to vacate the appraisal decision and begin a new appraisal process. Lawsuit criteria is outlined in the Texas Windstorm Insurance Association Act, Section 2210.574 (g), Texas Insurance Code.
Disputes Regarding Denied Claims
Alternative Dispute Resolution / Intent to File a Lawsuit
- If the policyholder disputes TWIA’s decision to partially or fully deny coverage for a claim, they must provide notification they intend to bring suit against TWIA.
- The policyholder has two years after receipt of a claim decision to notify TWIA of a coverage dispute.
- If a policyholder misses the two year deadline, they 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 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 a policyholder is not satisfied after the ADR, they may bring a lawsuit in a district court no later than two years after the date the policyholder received TWIA’s decision regarding the claim.
- Lawsuit criteria is outlined in the Texas Windstorm Insurance Association Act, Section 2210.576 (b), Texas Insurance Code.
- All costs and expenses of mediation are shared equally by both parties.
Protect Yourself from Fraud
Texas Windstorm Insurance Association is committed to preventing and fighting insurance fraud as part of our mission to efficiently provide essential property insurance products to eligible Texans.
After a disaster, we recommend that policyholders stay alert to the potential for fraud during the repair process and the insurance process in order to protect their family and home.
What Is Insurance Fraud?
- Insurance fraud is the intentional use of deception to receive money or other benefits in an insurance transaction.
- Insurance fraud is a serious crime that can be committed by adjusters, contractors, and policyholders.
- Insurance fraud may involve providing false information on an insurance application, exaggerating a claim for damages, or billing for services never rendered.
- Insurance fraud is not victimless because it can negatively impact the homeowner, as well as other policyholders.
Why Should I Be Concerned?
After a disaster, third party contractors may go door-to-door in damaged neighborhoods offering clean-up or repair services. While many of these are honest and reputable business people, others may not be. Some risks include contractors that pocket your payment without completing the job, those who use inferior materials, or perform subpar work not up to code.
How Can I Protect My Property?
- Work with only insured contractors.
- Get more than one estimate. Don’t feel pressured into signing a contract right away.
- Get everything related to your repairs in writing.
- Ask to see the driver license of the contractor and write down the number. It is also a good idea to write down their license plate number.
- Avoid signing a contract with sections left blank, and do not sign a certificate of completion until all of the repair work is done.
What If I Suspect Fraud?
There are resources that you can access to help you identify or report fraudulent activity. If you suspect fraudulent activity related to TWIA or TFPA claims, call the Veracity Research Company (VRC) Fraud Hotline at (800) 625-0425.
TDI Fraud Prevention Toolkit for City and County Officials
The Texas Department of Insurance (TDI) offers an online toolkit to help communities avoid fraud and start the recovery process after a disaster strikes. The toolkit lists actions local officials can take to deter scams, such as requiring permits for out-of-town solicitors and contractors. It also has printable flyers in English and Spanish, sample social media posts, and links to other resources.