May 28, 2025, WKMG-TV News 6, Orlando – “This insurance commissioner has said publicly that he has concerns about NFIP claim handling,” said Lisa Miller, a former deputy Florida insurance commissioner and CEO of Lisa Miller & Associates. “It’s the federal government. They do the best they can, but there are these cases that are just heart wrenching,” Miller said. NFIP has no claims resolution process like the state requires of private insurers, according to Miller. “I highly recommend if you have an NFIP policy, ask your agent about going with a private flood insurance company,” Miller said. “The coverage is better, the claims handling is better, and of course it’s regulated by the insurance commissioner,” she said. (Original story location, including video version: https://www.clickorlando.com/weather/hurricane/2025/05/28/central-florida-families-faced-challenges-with-flood-insurance-claims-what-to-know/)
PORT ORANGE, Fla. – In recent years, flooding has occurred in areas in Central Florida that have never flooded in the past.
The alarming trend has prompted more people to get flood insurance, but there can be major differences between private insurance and government insurance.
In 2017, Hurricane Irma brought 13 inches of rain to Port Orange within 24 hours.
Camille and Jarrod Mazal’s home was among those that flooded, resulting in the loss of everything they owned.
“We grew up in Florida…we’ve dealt with a lot of hurricanes,” Camille Mazal said.
Five years later, Hurricane Ian struck, flooding their home again and leaving them with nothing.
“I lived through Hurricane Andrew. I was down in South Florida where I grew up. Never been flooded not once until now,” Camille Mazal said.
The flooding was heartbreaking, but the couple says dealing with their insurer was a challenge of its own.
“It’s been hard. It’s been really hard,” Camille said.
They have been living in an RV on her in-laws’ property with their two young children for two and a half years, waiting for their insurance claim to be resolved.
Across the street, their home has been demolished, leaving only the pool behind.
The Mazals’ flood insurance is through the National Flood Insurance Program (NFIP), which is backed by the federal government.
“This insurance commissioner has said publicly that he has concerns about NFIP claim handling,” said Lisa Miller, a former Florida insurance commissioner and CEO of Lisa Miller & Associates.
“It’s the federal government. They do the best they can, but there are these cases that are just heart wrenching,” Miller said.
NFIP has no claims resolution process like the state requires of private insurers, according to Miller.
“I highly recommend if you have an NFIP policy, ask your agent about going with a private flood insurance company,” Miller said. “The coverage is better, the claims handling is better, and of course it’s regulated by the insurance commissioner,” she said.
The Mazals received a contractor’s quote of $218,000 to replace their three-bedroom, three-bath house.
They eventually reached a settlement with their insurer for $142,000, leaving them to cover the remaining costs themselves.
Additionally, the city is now requiring them to raise the house 12 feet off the ground.
After two and a half years, the Mazals still have a long way to go.
The family is still waiting for estimates on the pilings needed to raise their home before they can begin the rebuilding process.
“I mean luckily my husband and I are a great team. I don’t think most marriages would survive this,” Camille Mazal said.
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