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Agent Updates Bulletin

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Personal Lines: Agent Performance Standards Program

Beginning May 18, 2018, Citizens has renamed binding violations to performance violations, and the program has been branded as the Performance Standards Program. The program measures the number of late submissions and performance violations incurred by an agent for quality improvement purposes, which will help our Underwriters provide efficient and fast service.

As mentioned in the December 29, 2017, Personal Lines Bulletin, Citizens also has expanded the performance violation types to include:

  • Failure to upload a premium finance company contract (when applicable)
  • Incorrect application of credits, discounts or surcharges
  • Failure to acquire necessary policyholder signature(s)

To make agents aware of the new violation types, Underwriters will begin sending Performance Violation Notices for these new violation types beginning today; however, until further notice, Citizens will not impose disciplinary action based solely on the accumulation of these new performance violations.


Log in to the Agents site, and select TrainingPersonalAgent Activities for the updated job aid, Disputing a Performance Violation.

From the Agents site’s top menu, select Search Search Frequently Asked Questions (FAQs), and enter Performance Violation in the search field.

Note: Agents also can access the FAQs via the Knowledge Base link at the top-right corner of every screen in PolicyCenter®.

Legal Disclaimer

Citizens provides agent communications online for historical purposes only, and the communications 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 and accessing our FAQs, which are available from the top of any page on our website.