My home was just one of tens of thousands that were inundated by the horrific floods of a month ago. So you can probably multiply the frustrations I’ve encountered with a lumbering behemoth called FEMA.
I’m certain my experience is far from unique.
There should be a sign from Dante’s Divine Comedy reading “All hope abandon ye who enter here” over the door to the room for your FEMA interview. Besides a bottle of water while you wait to be called for the familiar dance known none too affectionately as the Bureaucratic Shuffle, you can expect to become hopelessly ensnarled in mind-numbing red tape.
This is not to cast dispersions on the individuals trying to process your claim. They are people with limitations just like the rest of us and I’m sure they’re doing the best they can at dealing with an endless stream of personal misery for eight to ten hours a day.
And therein lies the crux of the problem: they’re doing the best they can.
When disaster like this flood occurs, FEMA moves in. But it moves in to hire temps with no real experience of dealing with even minimal claims, let alone the volume of claims of such magnitude to inflict thousands upon thousands of losses totaling more than $7 billion.
The recruits are apparently taken somewhere and put through a weekend course of FEMAology 101 and then sent out to solve problems.
A typical process has homeowners being ushered into a FEMA Disaster Recovery Center scattered around the area—provided you can get a straight answer as to their locations (in my case, it took a phone call and a couple of Internet searches to find one; they apparently are quite mobile in that they seemed to keep jumping around).
Once registered, you are seated at the extreme right end of the back row of chairs (there were three rows). As those at the front left are called up for their interviews, we advance a seat at the time, not unlike those snake-like lines for rides at Disney World—except, thankfully, we were sitting.
That’s the fun part. After that, the frustration begins to set in—and it only grows from there.
“When you’re through here,” our first FEMA rep told Betty and me, “you need to sign up for your SBA loan. (I’m still trying to understand what the Small Business Administration has to do with my losing my home.) “After you’re denied by SBA, you need to come back to FEMA to apply for a grant.”
After I’m denied by SBA? WTF?! Why can’t we just go straight to the FEMA grant?
Oh. It doesn’t work that way.
So, according to FEMA protocol, we first had file an official claim with our homeowner’s insurance carrier even though anyone who doesn’t live under a rock knows full well a homeowner’s policy does not cover flood damage. Our homeowner’s carrier dutifully sent out an adjuster who did a walk-through. As expected, our flood damage was denied.
Then it was our flood insurance carrier’s turn and here some explaining is called for.
We initially believed we had no flood coverage because like everyone else in our part of town, we cancelled our flood coverage when we paid off our mortgage because the area of Denham Springs where we live had never in its history experienced high water.
But recently we borrowed $40,000 to pay for roof work, tree removals and other improvements. And our lender, to protect its interests, initiated what is known as a “forced buy” policy for the amount of the loan ($40,000) and added the premium ($2,000) back onto our loan.
Thus, when the flood struck, we stilled owed about $35,000 but the beneficiary is the bank, so we will have a net of about $5,000 to make massive repairs of $70,000 or $80,000—and to replace furniture and appliances.
To complicate matters even more, the adjuster for the flood insurance carrier explained to us that because the policy was for only $40,000, he was limited to that amount for his assessment of damages. “I can easily see much, much more in damages,” he said, “but my contract won’t let me go higher than $40,000. When I get to that amount in damages, even if I’ve only seen one room, I have to stop.”
Well, that makes a lot of sense: damages approaching $80,000 or so, but he’s has to stop at $40,000. Good thing they don’t kick you off an airplane if ticket prices go up in mid-flight.
So then the FEMA adjuster comes out and does his thing. Twice. He apparently failed to take a sufficient number of pictures his first trip, so he had to come back and take five more.
After all that, we were denied by FEMA because (1) we have flood insurance and (2) there wasn’t enough damage to our home to warrant a grant.
Never mind that we carefully explained the conditions of that flood policy. In FEMA’s eyes, we were insured and didn’t sustain sufficient damage to qualify for assistance.
So on Monday (Sept. 12) I returned to FEMA where I was greeted with a bottle of water.
Carefully, oh, so carefully, we (I had my son-in-law with me to help me keep my temper in check and to assist me in keeping the increasingly befuddling facts of this surreal nightmare straight) explained to the nice lady who had probably already heard about 20 various tales of woe (this was around 4:30 p.m.) that:
- Yes, there was a flood insurance policy of $40,000;
- But there was also an existing loan with an outstanding balance of $35,000 which leaves us with only $5,000 for repairs;
- Our damages at extensive in that our 2300-square-foot home was demolished (three feet of water will do that);
- Here is a copy of the insurance company’s declaration page clearly showing the $40,000 limit and here is a letter from the lender showing our payoff balance as of today;
- The flood insurance adjuster was limited to assessing damages at the maximum amount of the loan ($40,000), though actual damages were far in excess of that.
She listened quite sympathetically and then said we’d have to speak to FEMA’s insurance “expert,” who was seated a couple of seats away.
So, we not quite as patiently went through the entire process after which he blinked in a way strangely reminiscent of Bambi caught in the headlights and said we would “probably” (so much for any claim of expertise) need a letter from our lender explaining that the policy was only for $40,000 and that we still have a balance of $35,000 (very similar to the documents we’d just shown him).
Also, he said, we would need the homeowner’s policy carrier to send its adjuster back out to give a full appraisal of damages (like that’s gonna happen; that insurance company doesn’t have a dog in this hunt, so why should they comply with that request?).
And (apologies to the late Walter Cronkite) that’s the way it is on Tuesday, September 13, 2013.
Louisiana Voice 
Glen,
This short diatribe by Tom Aswell from his blog Louisiana Voice should give you an idea of the frustrations a homeowner goes through while trying to make a claim to FEMA for flood damage.
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Tom, please don’t give up. Keep sending these reports, if only so that readers (present and future) will understand the utter and complete failings of government disaster relief.
Sending prayers for you and your family.
It occurs to me that you didn’t have insurance. The lender did. Is that a possible mitigation?
Having worked in government, I have found that SOMETIMES, if you keep climbing the chain of command, you run into an actual public servant both willing and able to cut through the red tape.
I empathize with you. I flooded once in Mississippi and can identify with your frustrations. Talk to your conservative Congressmen and Senators. They are the ones who insist on reducing budgets to cut full time federal employee staffs, the ones who insist on using part time workers and private businesses to provide federal services, and the ones who insist that there is too much fraud and abuse of federal programs, hence all the regulations and red tape. Note also, that you are the loser, not the private banks or insurance companies, of which the conservatives want to reduce their regulations as well. FEMA is there to help. It is just following procedures placed on them. They don’t really have a stake in profit-making like banks and insurance companies do.
If you were going through this nightmare I doubt you would be so forgiving. I am 64 years old, retired and a lung cancer survivor I am too old to have to start over from scratch as I am sure many of us are. I could tell from the minute the claims adjuster who came was a 22 yr old temp and thus it began. I had a 1995 mobile home it was new when I bought it but because it is now 22 years old even though I had replacement coverage I thought that meant oh boy I’m going to get a new one because I have 52,000 of coverage WRONG they say they only have to cover a 22 year old mobile home but as my loan value decreased the premium didn’t go down. At that point my question was ok so all these years I have paying for insurance I can never collect on? Yes MAM that’s right was the answer. The parish has declared the home unlivable so yes I can get a new one but it has to be 8 feet high now I am too old to climb all those stairs day in and day out 10 years ago I lived in a two story house I developed knee problems and let’s not forget I only have one lung. It’s now almost 4 months later and I am still homeless yes I have a roof over my head and a/c and a bathroom and I finally got a bed FEMA cots are a bitch. I live in a vacant house of a man I never met before this flood thank God I am with my neighbors who knew this man and he took me in too and our 8 dogs and a 21 year old cat. FEMA has given me $157.47 to repair my water well (ha ha) and $218.00 for personal property that did buy me a few changes of clothes thanks guys. Oh and by the way I did contact all my congressmen big help that was like the temp FEMA workers I think they are trained to say 7 to 10 days. Tell me again not to give up I would do better to go postal and hurt somebody at least I would have 3 hots and a cot. Tnx for letting me rant Tom and good luck
Dear Tom,
I am an experienced flood victim ( now you can claim that title also). I have a horse farm in Bossier and we flooded in March. Try finding some place to evacuate 50 horses!. This is a 4th time repeat but this time the water got in the house as well.
Experienced flooders with or without insurance face many challenges. I’m on a septic system which the flood insurance didn’t cover because the pumps etc were not in the house. I explained the toilets were and they were non-functional without the septic tank working. My adjuster was sympathetic but too bad. I wondered what would have happened if he had to use the facilities and I said. “So sorry! Our septic tank is not working so they are non functional but there is a large tree in two feet of water over by the barn.”
Groveling rather than assertiveness tends to get you more in a flood situation. Being so kind and gracious that you are fighting nausea is good too. “Gosh, I’m really impressed with how fast you can push the keys on your computer with two fingers! You really have to be smart to do your job don’t you! Are you a volunteer? That must make you so proud. Oh! No! I hope you get paid a lot. Wow that is a lot! You are being such a big help. I was really upset that my house was totaled but you have made me feel so much better.”
I think you get the picture. The fact that you are a published author with advanced degree is not something you should share unless specifically asked.
Remember! humble groveling and dumb will get you through the bureaucracy faster and with a better chance at more money.
Tranquilizers and booze about 30 minutes before you go into the disaster center will help as well. Carry it with you so that you can take it in the parking lot after you are able to locate the disaster center. Sit in your car without the air conditioner on so that when they give you your bottle of water they feel like you are really grateful.
I cannot express how badly I feel for everyone who lost their homes, etc. Everyday, I hear stories that warm my heart regarding the angels that have helped so many people. I also hear the horror stories of people taking advantage of those who are at their mercy. I believe the looters should be shot on the spot ( not killed, just painfully incapacitated to insure immediate rehabilitation). Also, I believe businesses who make a fortune thru
excessively high priced building materials, etc., provided to flood victims should be fined triple the amount that they make on each project.
My friend lost her home and managed to save her car, meds, and the clothes on her back. She ended up in a shelter and I would text her information as it would appear in the news and on the internet so that she would know what her options were to file for assistance. She did not have access to WiFi and would wait for my texts of information. I checked on her daily because she is a cancer survivor (lost 1/2 of her lung) and had triple by-pass heart surgery. I was especially concerned about her mental state especially after all the health issues she had overcome before this flood. She has just retired from state government. One day she was crying telling me that when she went to St. Farm to bring needed paper work and file her claim, the worker fussed at her because she had not gone back to her home to remove the sheet rock, etc.(One of the important documents she brought was a letter from her doctor explaining that with her lung condition, she should not be exposed to the mold, etc.) I immediately told her that she needed to tell this man he was lucky I was not with her, because I would have reached for his throat and plucked out his vocal cords. I understand that the man was probably overworked but this idiot should have had the compassion or simple common sense to visualize that she was in no health condition to take up that task herself. Like everyone else, she was given the name of a church group who volunteered to gut out the home but she was on a wait list. She had no choice; she was all alone, and all of her friends and family members were in the same boat that she was riding in! The spirit of this lady was completely broken! She did not have the strength to even respond to his despicable comment. She told me she sucked it up because maybe he would not have helped her with her claim.
I remember Katrina and her victims. I, too, am retired from state government and our office helped many of the people who came to our shelters. I worked in Vital Records and I remember the many deaths from heart attacks and suicide. There were many… too many. I will never forget the faces of these people in their personal pain. Their spirits were broken.
I cannot help but think of all the random shootings, violence attacks, etc. currently going on in our country today. Most people do not respect themselves, much less anyone or anything else. I am thankful that no one shot anyone because they were rude or not handing out encouraging claim information. Thomas, you were wise to bring your son in-law with you. You did the right thing. And, I am thankful that I was not with my friend during her interview because I would be holding vocal cords in my hand right now. My God have mercy on me!
In spite of the fact that I could occasionally yank out vocal cords, I try everyday to become a better person. Everyone is on a journey to find God in their lives. I want to think that people will come together to help one another and do the right thing, We came into this world with nothing and we will leave with nothing. I can only try to understand what it feels like to lose everything that you have worked for. Everything we have is only a loan for the time that we are here on earth. It is only with that thought that we are able to start all over again after a tragedy like this.
Dieu et Moi. (God and Me) that’s how I came into this world, and hopefully that’s the way I am going out.
Bless your heart Carmen. I am that friend she speaks of. My spirit is pretty broken. I do not have enough insurance to cover the loss and I have been denied for rental assistance, personal property and just last night for an SBA loan all because I had flood insurance and the inability to pay back a loan. Does FEMA not know that flood insurance does not pay for a place to live while you repair/replace a place to live while you try to fix this? I am currently living in a neighbor’s friend’s vacant house that does have a/c and functioning bathrooms but no appliances or furniture so I am sleeping on a mattress on the floor and these old bones are having a hard time getting up and down. Now I am told I must file an appeal and include so much information it took 3 pages to write it because I have no computer or printer and I have to go somewhere and pay to have it faxed to FEMA and wait some more. It was a month ago yesterday and the only progress I have made is getting out of the shelter into a man’s house who I never met before he took me and my neighbors in, bless his heart too. The flood happened on my 64th birthday and I hope I never have another one like it. Thanks so much for letting me vent and that’s the way it is, so far for a month but it’s going to be a lot longer to get through this one.
I wonder where all the money donated to United Way, Red Cross is going. It doesn’t seem to be getting to the people. Now add to the financial needs the fact that flood victims don’t know if they can rebuild or will be required to elevate.
Tom, hang in there, just tell them or wear a big sign-“Survivor of 4,786 Claims council meetings! and the Jindalite RatF***ing” ron thompson
Tom there seems to be a miss-understanding. Normal situration, people with insurance may find the check made out to them and the mortgage company. The check is not used to pay off the mortgage and you live in a destroyed house. it is to make repairs. The mortgage company agrees to co-sign the check with repairs that reinstate the value. You have a house with 3 ft of water. You also have $40k for repairs. If the bank pays off the mortgage you go get another $35k mortgage at maybe a better rate (they have come down greatly) and again you have $40k for repairs….which to a lot of people with out any insurance may sound like a blessing…
PS Tom did I mention that I had NO flood insurance, like apparently 88% of Greater Baton Rouge, if the newspaper is to be believed. And THANKS and continued ADMIRATION for your great work.