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Beginning December 20, 2017 at 8:00 AM EST https://training.fema.gov/ will be down for maintenance. Access to exams will not be possible during this maintenance period. Service is expected to resume by 9:00 AM EST. Please use the comment form on this web site to report any issues after the maintenance window has completed.

Beginning December 18, 2017 at 3:00 AM EDT https://cdp.dhs.gov/femasid/ will be down for maintenance. Access to exams will not be possible during this maintenance period. Service is expected to resume by 7:00 AM EDT. Please use the comment form on this web site to report any issues after the maintenance window has completed.


Notice: Independent Study Exams now require a FEMA Student Identification (SID) Number. If you do not yet have a SID, register for one today: https://cdp.dhs.gov/femasid. Please do not contact the Independent Study program office as they are unable to provide assistance with these requests.

If you have an inquiry regarding the FEMA Independent Study Program, NIMS or other Emergency Management Institute (EMI) related requests such as: requests for certificates, transcripts, online test scores/results, please contact the FEMA Independent Study program office at 301-447-1200 or email Independent.Study@fema.dhs.gov for further assistance. Please do not contact the FEMA SID Help Desk as they are unable to provide assistance with these requests.

IS-1107: Adjuster Customer Service

Adjuster Authorization Note: In 2016, FEMA issued WYO Bulletin w-16005, which introduced EMI Independent Study Program courses for claims adjusters. The option to take the Independent Study Program courses to satisfy part of the requirements for obtaining NFIP authorization was offered temporarily due to the reduced number of NFIP Claims Presentations in 2016. For 2017, however, FEMA significantly increased the number of Claims Presentations. Therefore, flood adjusters must attend one of the onsite presentations in order to receive their authorization for 2017. It is important to note that the EMI online courses CANNOT be used to accomplish the adjuster authorization requirements for 2017 or for maintaining the Flood Control Number (FCN).

PLEASE NOTE: These courses are NOT approved for continuing education (CE) credit by any State Department of Insurance.

Upon successfully passing the exam, you will receive a Certificate of Achievement noting CE earned through the International Association for Continuing Education & Training (IACET). Each hour of instruction completed earns 0.1 CE Unit through IACET (.1 CE Unit = one CE). If you are taking a FEMA EMI Independent Study course in order to earn CE, be sure to confirm in advance that your professional board or other preferred entity will accept IACET CE. You can also check IACET's website for a list of entities that accept IACET CE at http://iacet.org/who-accepts-the-iacet-ceu-g-see-a-list. FEMA accepts IACETs.

Course Date

9/2/2015

Course Overview

A flood might be one of the most traumatic events a person can experience. As one of the first people to interact with the policyholder after a flood you, the adjuster, play a critical role in representing the National Flood Insurance Program. A customer-centric focus can result in claims being closed faster, with fewer appeals, and happier policyholders.

Course Objectives:

  • Create and maintain customer-centric focus during every policyholder interaction.
  • Build rapport using empathy, sincerity, likeability, integrity, and friendliness.
  • Respond to and communicate effectively with policyholders.
  • Project a professional image by being respectful, prepared, having a game-plan, and knowing the Program.

Primary Audience

Claim Adjusters (new and certified)

Prerequisites

Recommended Prerequisites

IS-1112: Introduction to Flood Claims

CEUs:

0.3

Course Length:

3 hours
Take This Course
Take Final Exam
Notices
  • Test questions are scrambled to protect test integrity
 
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