New Guide Now Available to Help People with Claims Process

Release Date Release Number
NR-05
Release Date:
January 19, 2024

SANTA FE, NM – The Hermit’s Peak/Calf Canyon Claims Office released its Program and Policy Guide (PPG). The release opens up to the public how decisions are made about claim eligibility and value. The Guide is an important step in the agency’s effort to build transparency about the program and how it is serving impacted claimants.

The Guide includes high level details about policies and processes that support impacted individuals, businesses, organizations, and governments. It provides information for everyone who is already part of the claims process as well as those thinking about filing a claim. 

The Guide reflects the intent of the Claims Office to maximize compensation payments to impacted people to the fullest extent allowed by the law. It includes helpful information to answer common questions in the community, including: 

  1. How do claimants get paid for their losses? The Guide lays out the steps of the claims process, to include submitting a Notice of Loss, developing a Proof of Loss, accepting a claim determination, or requesting an appeal. The Guide also provides an overview of the various resources available to claimants including Claims Office Navigators, the Claims Office Advocate, translation services, and privacy protections. 
  2. What costs are eligible for payment? Information in the Guide will help you determine the categories of loss that may apply to you and provide details on what types of losses are eligible for compensation and how claims are assessed, including but not limited to: 
    • Property: Homes, reforestation and revegetation, vehicles, personal property
    • Financial: Relocation and evacuation, flood insurance, re-payment of SBA Loans
    • Business: Business interruption, discontinuing expenses, and informal business losses
    • Government: Public Assistance-eligible costs, staffing, acequias
  3. What happens if a case needs more assistance beyond the standard process? The Guide also offers information about: 
    • The payment process, including eligible losses for partial payments
    • How to request that the Claims Office reopen a claim
    • How to request an appeal
    • How to request and initiate arbitration 

To view the full Guide, visit fema.gov/sites/default/files/documents/fema_hpcc-hermits-peak-calf-canyon_program-and-policy-guide.pdf.

For information and updates regarding the Claims Office, please visit the Hermit’s Peak/Calf Canyon Claims Office website at fema.gov/hermits-peak. For information in Spanish, please visit fema.gov/es/hermits-peak. Follow our Facebook page at facebook.com/HermitsPeakCalfCanyonClaimsOffice/ and turn on notifications to stay up to date about the claims process, upcoming deadlines and other program announcements including future Advocate Connects sessions.

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