FEMA says it needs information from one Queens homeowner's insurance company before it will provide her with aid. But the homeowner says she can't get in contact with insurance company. NY1's Susan Jhun has the story.

Dark and damp, the smell of seawater left from Sandy is a reminder for homeowner Marcy Miller Bolden of the water which flooded her basement during the hurricane.

"My basement is completely destroyed," Miller Bolden said. "The seawater corroded my boiler."

Now Miller Bolden is living without heat and expenses she can't afford.

"I completely depleted all of my funds," she said. "Borrowed money from family members."

Like many, Miller Bolden doesn't have flood insurance and is counting on assistance from FEMA. But she won't receive aid until her insurance company provides FEMA with a statement of what it will cover.

That's a tall order though, considering Miller Bolden is unable to get a hold of her insurer.

"Everyday I leave my home -- I'm degraded because I got no answers," Miller Bolden said.

NY1 also tried to get a hold of Miller Bolden's insurance company, NY Property Insurance Underwriting Association, but didn't have any luck either.

We contacted the State Department of Financial Services, which regulates insurance companies, and we were told insurers have 15 business days to "commence an investigation" from receipt of claim by a policyholder. An adjuster should inspect within that time frame as well.

That's something that has not happened for Miller Bolden.

The Department of Financial Services disaster hotline is open 24 hours a day, seven days a week, to help New Yorkers recovering from Hurricane Sandy.

The hotline can be reached at 1-800-339-1759 and can answer insurance related storm questions. It can also help consumers file complaints.