flooded street

Ever wonder what to do when you have damages to your home caused by Mother Nature? We’ve all had that nightmare where Godzilla comes into town and wreaks havoc, right?

Well, that may not be a great example.

In all seriousness, what should you do after a storm hits and you realize your roof or siding is missing? There are several things that cross your mind, but we recommend you start right away with the following:

  • Call your insurance company and report the damages. In most claims that we have processed at Quicken Loans, the insurance company will typically send an adjuster to your property to survey the damage.
  • Once the adjuster completes the evaluation and the claim is approved, a check will be issued jointly to you and your lender. The insurance company will also provide you with an adjuster’s report, which is a breakdown of the damages.
  • After you receive the check and the adjuster’s report, you can contact your lender to get the process started for the repairs.

Your Lender and Your Insurance Claim

Your lender is involved in your insurance claim process because they have investors who fund your loan. For example, at Quicken Loans, we are required to ensure the repairs are made to the property/home and restored to the same quality or better prior to the loss. This is for the protection of our investors’ interest, as well as our clients’ equity and interest. It’s also listed in your deed and trust that in the event a claim is filed (page 6, paragraph 5, Property Insurance), your lender will monitor and see the repairs through to completion. Below is an example of the language you’ll see.

lender insurance


Important Points to Remember as a Quicken Loans Client:

  • While the repairs are being made, you still need to make your mortgage payment and remain in current status. If you are delinquent in your mortgage payment, all checks will need to be issued jointly to you and the contractor.
  • As a lender, we do not keep or make any financial gain from your insurance claim.
  • We can work directly with and pay your contractor. However, we will need verbal or written authorization from you.
  • Not everything is protected under your policy, so be familiar with your coverage between the dwelling and its contents.
  • All repairs listed on the adjuster report must be completed to the same quality or better prior to the loss.
  • For clients who are current with their payments:
    • If your total net claim (after paying the deductible) is:
      • $0-$10,000: Quicken Loans will send a single disbursement to you with no inspection required.
      • $10,000-$20,000: Quicken Loans will send a single disbursement to you with an inspection needed when repairs are complete.
        • In the event that your insurance company, city, or county completes an inspection, we can accept that in place of ordering an inspection. If the inspection is ordered by Quicken Loans, there is a $25 fee.
      • $20,000-$40,000: Quicken Loans will send a single disbursement issued to you and the contractor and an inspection is required when repairs are complete.
      • $40,000 and above: Please contact Quicken Loans, as we need more detailed information about your claim.

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This Post Has 38 Comments

  1. Who do I need to contact regarding insurance check made out to myself and Quicken Loans. Some direction would be apprciated.


    1. Hi Kenny:

      I’m going to get this to our Client Relations team. Thanks for reaching out! They’ll be able to point you in the right direction.

  2. I just spoke to one of your representatives about having to have the check issued from my insurance company signed…which is adding another possible two weeks to repairs that have already waited three weeks for the check from them. A little frustrating when you have no laundry room at all and it looks like it will be that way for another two weeks before you can even begin to have someone do the work necessary for repairs. (Can anyone really afford to pay for repairs before they get the check to cover them–not two school teachers for sure and we have wasted the time we had before school starts waiting). Anyway, can you tell me the e-mail address to send my “Full Adjuster’s Report” to so that we can try to expedite the process? I would like to make sure that I am sending everything to the right place. I am pretty sure that this is going down as the most frustrating experience of my life.

    1. Hi Lucinda:

      I certainly understand that filing a homeowners claim and the steps involved can be a frustrating and stressful process. I’m going to get this to our client relations team to have someone reach out to you and make sure we get you pointed in the right direction to get you back on track. Thanks!

  3. My insurance company adjuster estimated my repairs at $10,500. My deductible is $1,000, so I have a check for $9,500. Does this situation fit as a claim under $10,000 or over $10,000 (such that it will require an inspection)?

    1. Hi Christina:

      That’s a very good question that I don’t have the answer to right now, but I’m going to make sure we get the answer and get it in the article. In the meantime, I’m going to get this over to our client relations team to make sure we walk you through the process.

      Kevin Graham

  4. I want to know what happens to the insurance proceeds once you have determined our home is back to value and all contractor fees have been paid, does this money go back to the homeowner? If not, then your statement of Quicken not making any money is not valid.

    1. Hi Kandis:

      I don’t work in our homeowners insurance processing department, so I can’t go into detail about how the claim filing process works, but I can connect you with someone who would be happy to give you all the details and address your concerns. Thanks for reaching out!

      Kevin Graham

  5. I had a house fire and will be sending you the check and the estimate. do you guys dictate what gets done and what doesn’t regardless of MY insurance adjusters estimate. This process seems like it will slow everything down and we are already being told we will be out of our house for 6+ months.

    1. Hi Andy:

      I’m going to make sure to get this to our Client Relations team to walk you through this process. First, I wanted to say I’m glad you’re OK. We’re going to make this process as smooth as possible for you so that we can get you back into your home in an efficient manner.

      Basically, because there are investors in your loan, Quicken Loans is responsible for making sure that your home is repaired to a condition that’s at least as good as it was before the fire in order to help make sure your property retains its value if you sell it and pay off your mortgage down the line. This also helps you in the long run. I want to stress that throughout this process, we wish to be your partner and make sure that things are done in a timely manner and that the construction is up to par. I’m going to have someone reach out about this.

      Kevin Graham

  6. I would like the overnight mailing address for documents and checks from insurance proceeds. Also do you have online forms for our insured to use? Thank you.

    1. Hi Cheryl:

      I’m going to forward this to our Client Relations team so we can get more information about the client involved and make sure the client gets access to the info they need.

      Kevin Graham

  7. Can you please give me the web address for QL’s disaster web site. It’s ‘fixmyhouse’ but that’s all I remember.

    Thanks so much, Cathy D.

    1. Hi Cathy:

      We do have an insurance loss email address that’s fixmyhouse@quickenloans.com. I’m not sure exactly which URL you’re referencing, but I’m going to get this to our Client Relations team so we can make sure you get the right information. I wish you luck! Thanks for reaching out!

      Kevin Graham

  8. I would like to take this time to personally thank Ms. Landsey Billingsley and Felicia Bowers in your Insurance Loss department. Their calm, patient manner was a great help to me when my frustration was at an all-time high. They were very empathetic to my situation, and were eager to ensure all of my needs were satisfied. The professionalism from these ladies were phenomenal. If the quality of the Insurance Loss employees is an indication of future success, then Quicken Loans has a promising future.
    These ladies should be recognized for their work ethics, and professionalism.


    Chaz Ruiz

    1. Hi Chaz:

      I’m glad to hear your home is getting back to normal. We strive to make sure that every client receives our best possible service, every time! It’s comments like these that make everything worth it. Your comment has been passed along to Lindsay and Felicia. We very much appreciate your kind words!

      Have a great day,
      Kevin Graham

  9. What is the mailing address to get an endorsement from Quicken Loans for a check from the insurance company that has only the third party and Quicken Loans on the check.

    1. Hi Kenneth:

      I’m going to refer you to our servicing team. They’ll be able to go over the next steps so you can get your house back up and running as quickly as possible. You can reach them at (800) 863-4332. Good luck and let us know if you have any other questions!

      Kevin Graham

    1. Good morning John:

      If you call (800) 508-0944, that will put you in touch with our servicing team should be able to help you with your insurance claim issue. Good luck!

      Kevin Graham

  10. I just refinanced from BOA where I retired from to Quicken in July of this year. Was very pleased with the process overall of the rocket application. I have now just had wind blown rain damage from hurricane Matthew. The total will be around $13M and I have sent the 1st check in which I see arrived yesterday from USPS tracking along with the adj report. I was told the check would be endorsed and sent back to us within about a 3-5 day turn around time. I have a 2nd check for around $4500 that I should receive next week and will have to to the same. I want to start repairs after the holiday as it is minimal wall and hardwood floor/cabinet from water traveling through window/walls. Is the 3-5 day turnaround time correct + mail time? Also, she said I would need an inspection because it’s over $10M and there was no time frame for completion? Just want to clarify as I plan for all work to be done by end of January or February 2017.

    1. Thanks for bringing this to our attention, Donna! I’m sorry to hear that you experienced some damage from Hurricane Matthew. I have passed your post along to our servicing team who will look into your situation and reach out to answer all of your questions.

      Thanks for giving us the opportunity to help, Donna.

      Have a wonderful Saturday!

      Kollin Currie

  11. I used to be a contractor before switching fields. am I allowed to do the work on my home after a recent flood or am I being forced into hiring a contractor to do the work for me. ill guarantee that the work I do will be done better than an outside contractor.

    1. Hi Mike:

      I’m sorry to hear about the damage to your home. I can tell you that all these policies are meant to protect you and make sure your home is repaired to a level that’s at least as good as it was before the flood. That being said, every situation is different. I’m going to have someone reach out to you about this. Look for an email.

      Kevin Graham

  12. Before recommending to your friends and family to get a home loan from Quicken loans, look at the fine print for insurance claims, I live in Baton Rouge and during the recent flooding, many homes were flooded which people lost everything they owned. Not only did some of us experience the inept competency of FEMA, but also awaited the long wait for the insurance companies to get off their coffee breaks and help the people in need. Now Quicken is involved in the process because they need to protect their investors and wants to dictate how much they are willing to give you to fix your house. You don’t tell a home owner who lost everything about investors and their interests.
    The money from the insurance company is not the insurance companies money but money from the National Flood Insurance Program – IE FEMA.
    For those of us fortunate in having flood insurance, We have been issued checks to start rebuilding our homes and our lives. Insurance money that we paid to have this security only to have companies like Quicken to tell us they are willing to work with us, …….but these are the rules that you signed off on and we are here to ensure you follow them since we gave you the loan. I am truly amazed.

    I do not believe in this statement..”As a lender, we do not keep or make any financial gain from your insurance claim”.

    I was told today by quicken what the process was and I needed to do this and do that and again, they are willing to work with me. I said Okay, then sign the whole check over! Oh well sir we can only give you so much and our inspector will have to inspect your property for progress.
    I did not know quicken had better qualified people than my city building inspectors, in which I have already pulled multiple permits to start rebuilding. With the current price inflated to astronomical proportions, contractors are already raping people of this money and some of us that have rebuilt our homes, IE myself included, know the real costs to repair our homes, but we need the money in its entirety to do so or else we incur personal debt outside of the insurance claim in doing so, but hey, investors need to be protected.

    If you have a credit union financing your mortgage, forget it, if their board of directors make so that every check needs verification that a contractor and work is being done, then you will have to come out of pocket first before they sign anything, no even an advance.

    So with all the stipulations set forth by Quicken on what you can and can not do with your insurance money, its just best to send them a set of your house keys and have them call you when the work is done. I am sure they will work with you on this. Even though they stated in their fine print they can sign over in whole or part of the insurance claim, this time in my case they have opted and exercised their right for the partial payment. See how it works.

    I haven’t been able to return to my home for two months now, this is common among many of us right now here in Louisiana, I waited for the insurance adjuster final claim proof of lost for 35 days, 21 of those days were waiting for crooked Allstate, do yourself a favor, never be in their good hands, and now the following from this truly amazing loan company.
    But keep you loan payments up, our investors are counting on you.

    Post this Quicken

    1. We definitely know this not a fun thing to go through, nor did you ask for this to happen, and I can assure you, we are here to help you in every way we can. That said, we do have a process we follow when an insurance claim is filed. At a glance, it can be frightening when our clients read the overview of the insurance loss process, but most of our clients find in the end we are here to protect our clients from contractors walking away with funds, as well as making sure the home is at equal or greater value, so if you ever decide to sell – no surprises come your way from an equity position.

      A couple of things to note – we do not keep any funds from a loss. In fact, we pay interest on the funds we do hold. Also, we are not here to cause any issues with builders or any sub-contractors. If we at Quicken Loans are shown documentation of a payment schedule of a contractor, or any invoices that have been paid out of pocket by our clients, we release those funds immediately upon receiving. So yes it can be a pain across the mortgage industry, however we are only here to help protect the client and assist in any way we can in an unfortunate time.

    1. Hi Emma:

      That’s a very good question that I don’t know the answer to. I’m going to have someone more knowledgeable in these matters reach out to you. Look for an email.

      Kevin Graham

      1. Hi Lindsey:

        While I can’t comment on answers to questions given to individual clients, I can tell you that this question was passed along to our servicing team which typically is able to offer more insight in these situations. It’s also difficult to answer this particular question without more information because policies vary depending on the lender and the amount of work being done. Let me know if you’re in a similar situation and I would be happy to put you in contact with our servicing team.

        Kevin Graham

  13. I lost my home in a wildfire in 2003, and learned a few things in the process. When settling an insurance claim it is in the insured’s best interest to get an independent appraisal by a licensed contractor for the work to be done. Some insurance adjustors will offer less than the insured amount, and will push to finalize a settlement. Once you have agreed to that amount, it will be difficult to obtain more if the actual cost of rebuilding is higher. In an area hit by widespread disaster the cost of rebuilding can escalate due to scarcity of materials, contractors, transportation costs, etc.; there is no advantage to settling before you have a true sense of the actual costs of repair or rebuilding.

  14. I have a question. If you have flood insurance that you pay for without it being mandatory in your area where you live.. And you experience damaged due to flooding. Will you require checks be made payable to both you and the lender? Again, we are currently not in a flood zone and it’s not required to have flood.

    Thanks in advance !

    1. That’s a good question, Abigail. I’m going to reach out to one of our experts. They’ll be in contact with you! Thanks for your comment. Have a nice day!

    1. Hi Jodie:

      I’m going to forward this to our Client Relations team and they’ll be able to get you to the right place. Thanks for reaching out!

      Kevin Graham

  15. my home has flooded, I am seeking answers on what happens now….the top of this page “ZING” “sucks” to a person who has lost most everything. It is not attractive or inspirational. And if I hear on your recordings between phone calls Jay Farners name one more time, I will scream.

    1. Hi Gordon:

      I understand your frustration. I’m going to pass this along to our Client Relations team and have someone look into your situation to see if there’s anything we can do to make things a little easier. Someone will be reaching out.

      Kevin Graham

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