Citizens will be closed Monday, January 17, for Martin Luther King, Jr. holiday. To report a loss during this time, contact our 24/7, toll-free Claims Reporting Center at 866.411.2742. Citizens will resume regular business hours on Tuesday, January 18.
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Update: Expansion of Property Inspections
June 28, 2021
Citizens began ordering property inspections in 2018 to identify hazards that pose an increased risk of loss. Due to increased policy volumes and claim frequencies, Citizens is expanding our inspection program and increasing the volume of inspections.
Our Underwriters will order inspections for selected new-business and existing policies for the following policy types:
- Citizens Homeowners 3 – Special Form (CIT HO-3)
- Citizens Homeowners 6 – Unit-Owners Form (CIT HO-6)
- Mobile Homeowners 3 – Special Form (CIT MHO-3)
- Dwelling Property 3 – Special Form (CIT DP-3)
As stated in our new-business applications and policy forms, Citizens reserves the right to conduct inspections at any time.
As a reminder, these inspections will:
- Be free to the policyholder
- Use third-party inspection companies
- Examine the condition of the interior and/or exterior of the property
Update: Agent Notification Activities
To notify the agent in advance of an inspection, Citizens will send a Property Inspection Ordered activity in PolicyCenter®, which will include the name and phone number of the inspection company.
It is important that the policyholder’s contact information in PolicyCenter is correct. The inspection company representative will notify the policyholder to schedule the inspection. For directions on how to update the policyholder’s contact information, see the Resources section below.
If the inspection company representative is unable to notify the policyholder, they will contact the agent for assistance. If the representative still is unsuccessful in contacting the policyholder, the representative will send an Inability to Schedule Inspection letter to the policyholder regarding the inspection scheduling and will provide 14 days to respond. If the policyholder does not respond to the letter or refuses the inspection, adverse underwriting action may result.
If the policyholder is unable to be present for the inspection, they can designate a person 18 years old or older to allow access to the property.
Agents can view a report of the inspection results in the Documents section of the policy in PolicyCenter within three weeks after the inspection. Policyholders can request a copy from their agent.
If the inspection results in additional underwriting action, Citizens will notify the agent with an Inspection Results Response Required activity. If the Underwriter does not receive a response, Citizens will send the policyholder a cancellation or nonrenewal notice by mail.
For more information, log in to the Agents site, select FAQs from the website’s top menu, and enter:
- +Change +phone +number for directions on how to update a policyholder’s phone number and email address (FAQ 2353)
- +Mailing +address for directions on how to update a policyholder’s mailing address (FAQ 1529)
- +Inspection +results for information about how to complete the Inspection Results Response Required activity (FAQ 3797)
- +Ordered +inspection for information about Citizens-ordered inspections (FAQ 537)
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.