# Flood Email Template: Client Inquiry

Client Inquiry: FEMA Maps Not Effective yet

Unfortunately, this information has not been made effective by FEMA. The results of the determination must be based on the current effective maps. Although it may not happen in this scenario, there have been cases where FEMA has rescinded the maps prior to their effective date, therefore making the maps void for any use. We will not be able to review the determination for map changes until the new maps are issued by FEMA.

Thank you and have a good day!

Client Inquiry: Historic Determination

Unfortunately, providing outdated/historic data is not a service we provide. As your flood vendor we are only allowed to provide you with the most current effective information, which in this case the information was updated by FEMA __________. The historic data is always available at the FEMAMapServiceCenter.

Client Inquiry: How do I apply for a LOMC?

Below is a link where you or the borrower can print off the MT-EZ or MT-1 application package. MT-EZ and MT-1 are the FEMA terms for the level of case they will need, and they will be applying for what is called a "Letter of Map Amendment" (LOMA), using the MT-EZ, if the structure was built on natural grade, or a "Letter of Map Revision based on Fill" (LOMR-F) if fill dirt was placed to elevate the foundation when the structure was built.

http://www.fema.gov/plan/prevent/fhm/frm_form.shtm

Basically, by submitting their information to FEMA, they will be showing that while the current effective flood map shows them in a flood zone, they feel their structure might actually be safe from flooding because of the elevation of the ground their structure sits on. They will have to complete the appropriate forms found within the application packet, and elevations (in particular, the Lowest Adjacent Grade (LAG) elevation) will have to be certified by a registered land surveyor or professional engineer. FEMA will review their information, compare their structure/property elevations with the known base flood elevation, and determine if it would be warranted to be removed from the flood zone designation.

Also, FEMA now has a new feature to Request a Letter of Map Change (LOMC) Through New Online Application. Please see the link below for instructions along with additional information regarding the types of LOMC’s that this service currently supports.

http://www.fema.gov/national-flood-insurance-program-flood-hazard-mapping/change-flood-zone-designation-online-letter

Thank you and have a good day!

Client Inquiry: Incorrect Auto Hit

I understand your concern regarding this matter and it is something we take very seriously here. All of our determinations go through an automated geocoding system whereupon it maps out properties based on their addresses. Unfortunately, there are occasions where the property may be incorrectly mapped and an incorrect flood zone is returned. We are constantly making updates to improve our system to accommodate the changes in technology in this field. To ensure accuracy we have programs in place to verify certificates have been completed correctly such was the case with this certificate and you are always welcome to contact us and initiate a dispute should you feel the address, flood zone, etc. were returned incorrectly. I thank you for your patience regarding this matter and would be glad to answer any additional questions.

Thank you and have a good day!

Client Inquiry: Incorrect Community (Auto)

We are always trying to improve our auto hit logic and we run quarterly updates, in order to provide the most up to date accurate information. However, with that being said the main reason why properties may automatically be returned within the incorrect community is due to the actual properties close proximity to the town, township, borough or city boundaries.

The auto hit logic recognizes the address then assigns that address coordinates based on the information we have stored in our system. Sometimes the assigned coordinates may not be exactly correct, in which the property is placed on the incorrect side of the municipality/borough line resulting in an incorrect automatic determination.

Whenever you receive an automatic determination and you feel that the information is not correct, we will always review that determination without any additional information.

Thank you and have a good day!

Client Inquiry: Incorrect Geocoding

As with all automated systems, there will be a percentage of errors that do occur, unfortunately this type of error has affected your file and I apologize for that. We do quarterly updates on our geocoding information and are always striving to reach a higher level of accuracy. Our geocoder runs the address through a United States Postal Service addressing system, and then is assigned lat/long coordinates. The automated system contains nationwide maps which have been overlaid with the FEMA flood maps. Once the coordinates have been plotted on the map the order will either automatically return the results or be sent out for manual research.

Once again, I sincerely apologize for any inconvenience this has caused and please feel free to contact me with any other questions or concerns.

Thank you and have a good day!

Client Inquiry: I have another cert that shows Zone C/B. Can you change yours to match?

Our standard business policy is to return any old zone (B,C) as the newer X and X500. FEMA does not require flood determination vendors to use one zone or the other to remain in compliance as both C and X carry the same insurance premiums.

Thank you and have a good day!

Client Inquiry: I think there is a new map for this community.

The Client can be provided this link which takes them to www.floodsmart.gov

http://www.floodsmart.gov/floodsmart/pages/flooding_flood_risks/map_update_schedule.jsp

Flood Map Updates: https://agents.floodsmart.gov/manageagent/flood-map-updates

Client Inquiry: Life of Loan Notifications - Please refer these to Customer Service and Sara

The email notification that you received is to let you know that there was a FEMA map update that caused us to research some of your determinations in our system. We no longer identify for you which determinations had any changes as to be fully compliant, all new determinations should be reprinted (not just if they’ve had a zone change).

You’ll want to log into the website (https://www.settlementservices.com/fds_web), go to the reporting tab & run a LOL update report to view any determinations that may have changed due to this update.

Please export to a manageable file to ensure you’re viewing all results. All LOL updated certificates will have an updated determination date.

You’ll then want to print the determinations through the website. You’ll want to search in the order maintenance tab by the certificate numbers, click on the results & ‘view FEMA form’.

We recommend using a date range that leaves off from the last time you’ve ran the report. If you’ve never run one, we suggest doing it year by year for as long as you’ve been ordering to ensure that you see all results for your portfolio. We recommend searching a year at a time to ensure no errors or timeout messages.

Attached are our LOL FAQ that can be found through the website as well.

Please let us know if there is anything else that we can help you with. Thank you and have a great day!

Client Inquiry: Map Panel Format Differences

I have taken a look at the insurance company’s information and it appears as though they are using a different format for the panel number however their panel and our panel are one in the same since they are ending with “0195K”.

Insurance Company Panel: 0480559 0195K

Wolters Kluwer Panel: 48439C0195K

The insurance company is using a format with the State Code (48), Community Code (0599) then the last 4 digits of the panel number (0195K). We take the panel information directly from the FEMAMapServiceCenter. Please see the below image in which the panel number we listed is referenced.

Thank you and have a good day!

Client Inquiry: Multiple Structures - Commercial vs Residential - why do I need to order more dets?

Wolters Kluwer Flood Determination Services’ Business Policy is directly related with the NFIP in which they require one insurance policy per structure; therefore we require one flood determination per structure.

Requiring multiple determinations for multiple structures (depending on property type) is a Wolters Kluwer Flood Determination Services standard operating procedure.

I realize that you may have received an automatic flood determination back instantly for a property with multiple structures, in which the flood information is based of the input address and not the number of structures that are recorded with that address. Upon manual research or when an automatic determination is sent for manual review and we find multiple structures, we may require additional determinations at that time depending on the property type (commercial, residential, agricultural) as well as the structure type (primary vs. secondary).

Thank you and have a good day!

Client Inquiry: New Special Flood Hazard Determination Form

FEMA has the following information posted on fema.gov (The Standard Flood Hazard Determination Form):

The Standard Flood Hazard Determination Form (SFHDF) is used to comply with Section 303 (a) of Title V of the National Flood Insurance Reform Act of 1994 (NFIRA). The SFHDF is used by federally regulated lending institutions when making, increasing, extending, renewing or purchasing a loan for the purpose of determining whether flood insurance is required and available. The form may also be used by insurance agents, property owner, realtors and community officials for flood insurance related activities and flood zone documentation.

The Standard Flood Hazard Determination Form number has been changed from FEMA Form 81-93 to FEMA Form 086-0-32 and the form has been revised. This form expires on May 30, 2015. Please review the new form carefully. The Agency will be allowing users a three year transition period ending on the expiration date so user systems can be changed before final adoption of the form is required. The previous form can be used until that time. Users may choose to update their systems at any time to the new format.

Thank you and have a good day!

Client Inquiry: Sent dispute to individual mapper instead of Customer Service

Thank you for sending in this information, we will be forwarding this to a Mapping Analyst for further review. Please note that all requests similar to this need to be sent to our customer service team at floods@wolterskluwer.com. This ensures that you will get the quickest possible service and if any individual is out of the office it will be forwarded appropriately.

Please also note that this is the preferred format for any disputed determination. Please include the additional information that you have, as well as a copy of the flood certificate. We also ask that you refrain from sending multiple requests on one e-mail, rather please send each individual dispute or discrepancy as you come across it.

Thank you for your assistance in this process!

Client Inquiry: Survey Flood Lines Do Not Match FEMA Map

As a flood vendor, we are unable to utilize elevation information to alter the flood lines and must use the maps as FEMA as provided. However, surveyors and engineers do not have to follow that rule and do have the ability to alter the flood line based on the topography or elevation of the property/structure. This is why in many cases the flood lines drawn on surveys do not match what is on the actual FEMA map and since we are guaranteeing this information and bound by the FEMA maps, we are unable to change the zone on this property.

If the borrower wishes to apply for a Letter of Map Amendment (LOMA) based on the elevation, they can obtain the information by going to the following link where the applications can be printed from for applying to FEMA for their review (they'll want to print off the MT-EZ or the MT-1 forms, depending on whether Fill has been placed to elevate these structures).

http://www.fema.gov/plan/prevent/fhm/frm_form.shtm

Also, FEMA now has a new feature to Request a Letter of Map Change (LOMC) Through New Online Application. Please see the link below for instructions along with additional information regarding the types of LOMC’s that this service currently supports.

http://www.fema.gov/national-flood-insurance-program-flood-hazard-mapping/change-flood-zone-designation-online-letter

Please let me know if you have any further questions.

Thank you and have a good day!

Client Inquiry: Why can't you use the address on my title/appraisal?

I do not know what the compliance guidelines are for the information provided on the Appraisal or Title reports so I cannot speak as to why they are reporting an address that is not recorded at the county. Since we are guaranteeing the information provided on the flood determination the county/city office is our number one resource and we must return what is officially recorded; we cannot use other secondary information (USPS, Appraisal, Title, etc). I have run into some cases where there is a “Commonly Known” address; however we cannot guarantee a commonly known address if the actual property address recorded at the county is different.

I hope this helps, let me know if you have any other questions.

Thank you and have a good day!

Client Inquiry: Why didn't the certificate reflect the applicable LOMR?

Whenever you receive an automatic response and you or the borrower do not agree on any of the information, or are aware of a LOMC, please contact our customer service team and we will review the determination and update our servers accordingly. We are constantly making updates to our servers to ensure the most accurate and compliant flood determinations.

Please let me know if you have any other questions.

Thanks!

Client Inquiry: Why didn't the certificat reflect the LOMA/LOMR-F?

This order was completed automatically and our system does not currently have the capability to pull or include the LOMC data.

FEMA publishes different types of Letters of Map Change: Letter of Map Amendments (LOMA); Letter of Map Revision based on Fill (LOMR-F); Letter of Map Revision (LOMR). We can only update the maps on our servers with Letters of Map Revision (LOMR) that FEMA actually revises and publishes the map. The document that you sent me was a (LOMR-F), which FEMA did not revise the actual map, and instead published this document stating which properties are out of the flood zone. Also, since the addresses were submitted and only the legal descriptions are on the (LOMR-F), there was no way to make the connection without being manually researched.

I have attached the entire (LOMR-F) for your records. Please let me know if you have any other questions.

Thank you and have a good day!

Client Inquiry: Why does it say "Independent City" where the county should be?

An “Independent City” by definition is a city that is not part of another general-purpose local government entity. In the United States, an independent city is a city that does not belong to any particular county. Because counties have historically been a strong institution in local government in most of the United States, independent cities are relatively rare outside of Virginia. The U.S. Census Bureau uses counties as its base unit for presentation of statistical information, and treats independent cities as county equivalents for those purposes.

In this case, we are unable to add the county name of “_________” since this city is completely separate from the county.

Please let me know if you have any further questions.

Thank you and have a good day!

Client Inquiry: Why does it say "Unincorporated Area" in the County section?

Any time your property is not incorporated within the designated lines of a city, the NFIP community name will be listed as the county. For example, if the property does not sit within the city limits of Gassaway, even though it has a Gassaway address, the NFIP community name will be listed as BraxtonCounty. An unincorporated area simply means that it is a region of land that does not have a municipality.

Hopefully this is helpful; however, please don’t hesitate to contact me with any questions.

Thank you and have a good day!

Client Inquiry: Why does my certificate have a different city than what I ordered?

Our system cross-checks all addresses with a USPS addressing system. In this case, “_________” is an acceptable city for the ZIP code entered, which is why the city was changed. We see this happen many times in metropolitan areas, large cities and suburbs that have overlapping ZIP codes. We continually update our system and will always recheck any certificate in question. Please let me know if you have any questions.

Thank you and have a good day!

Client Inquiry: Why do you need me to provide the LOMC?

FEMA does not publish all LOMC’s on their website. The community is provided a copy of the LOMC’s when they are issued and sometimes the homeowner will also receive a copy. We may have to rely on the client to provide the LOMC if we are unable to locate the document needed.

Please let me know if you have any further questions.

Thank you and have a good day!

Client Inquiry: Why the Notice (2nd page) on Zone X?

As a courtesy to our customers we provide the second page on all determinations and it is up to your institution if you will require a signature on the second page for any determination that is not within a flood zone.

The notice letter specifically states “NOTICE TO BORROWER OF PROPERTY NOT IN SPECIAL FLOOD HAZARD AREA.” Also please notice the last paragraph: “If, during the term of your loan, the subject property is identified as being in a Special Flood Hazard Area, you will be required to purchase and maintain flood insurance at your expense. Upon notice, and after failure to comply, flood insurance will be force placed at your expense.” This lets the borrower know that even though they are not considered to be in a flood zone at this specific time, someday they possibly could be and may be required to purchase flood insurance.

Please feel free to contact me with any other questions regarding this matter.

Thank you and have a good day!

Client Inquiry: Zone "D" vs "None" as a flood zone?

As a long standing flood vendor we are in constant interaction with FEMA in order to give you the most accurate flood determinations for you and your borrowers. On this particular issue we conversed with FEMA to ask them if we are in complete compliance with returning a flood zone “D” rather than flood zone “none”.

FEMA’s answer to this question was that by definition you can use either flood zone “D” or flood zone “none” in an unmapped area. Both zone designations are by definition one in the same and would not require flood insurance for that loan. FEMA stressed that this is a similar case to zone “B” vs. zone “X500” where both zones are compliant, and do not require a flood insurance premium for that loan, therefore either zone can be returned, and it is at the discretion of the particular flood vendor.

Zone D: Unstudied areas where flood hazards are undetermined, but flooding is possible. No mandatory flood insurance purchase requirements apply, but coverage is available in participating communities.

Please let me know if you have any questions. Thank you.

Client Inquiry: Why do you require 1 determination per Loan #: Hello, Our standard process and procedure is to provide one Special Flood Hazard Determination Form (SFHDF) for each loan securing the collateral. Our process was designed this way to align with the Flood Insurance guidelines. According to the “Loans in Areas Having Special Flood Hazards; Interagency Questions and Answers Regarding Flood Insurance” (http://www.gpo.gov/fdsys/pkg/FR-2009-07-21/pdf/E9-17129.pdf) please see the information below. When does a lender have to make a new determination? Answer: The Act and Regulation, a lender or its servicer is responsible for performing a flood determination upon the making, increase, extension, or renewal of a loan, and not when a loan application is submitted. A lender may rely on the original determination if:

- the original determination was made not more than seven years before the date of the transaction
- the basis of the determination was set forth on the SFHDF
- and there were no map revisions or updates affecting the security property since the original determination was made

Please let us know if you have any further questions.

Thanks!

Parent topic: Flood Email Template