Rick
Flood Insurance Policy …
My inquiry was for flood insurance on a home due to FEMA flood map updates in my area. I contacted Better Flood for a quote and their policy coverage was more cost effective than others so I filled out an application. The application process was fairly seamless and well as paying for the policy (using STRIPE). My concern as I write this review is with Better Flood’s lack of communication on when the policy will be issued (the declaration page) so I can submit it to my mortgage company to provide proof that I now have flood insurance. My Better Flood Insurance nerd was Celeb and he said that this underwriter (AON Edge) typically issues the policy after payment is received and thought it could be issued last Friday but expected it the following Tuesday (Monday was a holiday). I contacted Caleb on Tuesday and he said he would follow up with the underwriter. I have not heard back from Caleb on a status so on Wednesday I contacted Better Flood’s main contact number I spoke with Suzie, the office manager. She gave me some boiler plate language that the underwriter processes policies in the order received and handles policies that involve homes in a closing status as priority. In essence, they will eventually get around to issuing the policy. I just want a status from the underwriter (e.g. it will be a couple more days, the policy will be issued on x date, etc.) so I can communicate this to my mortgage company. Somehow this request has proven to be rather elusive when dealing with Better Flood Insurance.
Response from Better Flood Insruance - Your Flood Nerd®May 7, 2025
Thank you for taking the time to share your experience—and I’m truly sorry we didn’t meet your expectations. You deserved better communication and clarity during a time-sensitive situation, and I regret that we fell short. At the time, the agent assisting you was not aligned with the level of care we expect from our Flood Nerds team, and we’ve since made changes in both staffing and internal processes to ensure this doesn’t happen again. While we are a brokerage and sometimes must follow the timelines and procedures of the carriers we work with (like AON Edge), that’s no excuse for leaving you without clear updates. Your feedback is incredibly valuable to us. It helps us refine the experience we deliver, and I genuinely appreciate you pointing out where we can do better. I’m glad we were able to get you a strong policy at a good price, but even more, I want every part of the process to feel smooth and supported. If you ever need assistance again, I’d be honored to personally make sure it's the experience you hoped for the first time. With gratitude, Robert Murphy Owner / Flood Nerd BetterFlood.com