Agent Updates Bulletin

2014 Storm Season Information

May 15, 2014 - IE #006-14

The following information is provided to assist you and your staff in preparing for the 2014 storm season.

How You Can Help

The information you gather prior to storm season will help with efficient claims processing and will improve customer service in the case of a catastrophic event:

  • Verify and update policyholder contact and policy information, including:
    • Mailing address and phone numbers
    • Named party(ies) on the policy
    • Mortgagee(s) (if applicable)
  • Review your Citizens book of business to ensure that policyholders have adequate coverage and correct deductibles. We can provide the agency principal with a book-of-business listing within one business day after a request. Submit your request via Manage myAgency. 
  • After a storm, instruct policyholders to:
    • Take photos of storm damage 
    • Make temporary repairs as necessary to protect property from further damage
    • Keep detailed receipts

Binding Suspension

Under Citizens' binding suspension rule:

No application for new coverage or endorsement for increased coverage may be bound, written or issued, or monies received, regardless of effective date, when a tropical storm or hurricane watch or warning has been issued by the National Weather Service for any part of the state of Florida.

Claims Reporting

  • Policyholders: Contact Citizens using our 24/7, toll-free Claims Reporting Center phone number at 866.411.2742. 
  • Personal lines agents can report a loss in either of two ways:
  1. To report a loss in PolicyCenter®, select Desktop ► Actions ► New ePAS FNOL. Complete the fields, then select Submit. An email with the claim information will be sent to the agent at the end of the day.
  2. You also can report a loss by using our 24/7, toll-free Claims Reporting Center phone number at 866.411.2742. A claims representative will call the policyholder with the adjuster’s contact information.
  • Commercial lines agents can report a loss in either of two ways: 
  1. To report a loss in PolicyCenter, locate the policy in PolicyCenter, and select Actions ► New FNOL. Complete the fields, then select Submit. To retrieve the claim number and adjuster’s name, wait a moment and then click Claims
  2. You also can report a loss by using our 24/7, toll-free Claims Reporting Center phone number at 866.411.2742. A claims representative will call the policyholder with the adjuster’s contact information.

Emergency Operations Center

If Florida is impacted by a storm, Citizens may set up one or more emergency operations centers (EOCs) as needed to provide immediate response to policyholders. Agents will be notified once a site is determined. EOC staff will:

  • Process first notices of loss 
  • Make additional living expense payments when warranted 
  • Answer questions and offer general assistance

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Agent Bulletins are provided for historical purposes only and have not been updated to include any changes that may have been made after publication. Agents can find the latest information by reviewing the applicable underwriting manuals and by logging in, then selecting Search → Search Frequently Asked Questions