PolicyCenter®, including electronic payments, may be unavailable due
to maintenance on Wednesday, April 24, from 7 p.m. to 10:30 p.m. We
apologize for any inconvenience.
PolicyCenter®, including electronic payments, may be unavailable due
to maintenance on Wednesday, April 24, from 7 p.m. to 10:30 p.m. We
apologize for any inconvenience.
As announced in the August 26, 2021, Agent Updates Bulletin, Citizens will update PolicyCenter® processes by October 7, 2021, to procure loss history information when the permission of the applicant(s) is obtained before a risk can be submitted.
Proof of repair for certain losses also must be submitted as a required document during the new-business submission process.
To request loss history information, indicate you have received permission from the customer by selecting Yes.
Figure 1: PolicyCenter Policy Info screen
Prior loss data will generate from the loss history report from the Automobile-Property Loss Underwriting Service (A-PLUS) during the application process after the property address and mailing address for a new-business submission is standardized in PolicyCenter. For best results:
Loss history data will generate for first and additional named insured based on their Social Security number or TIN, legal name, and mailing and property address.
In some cases, a loss history report could return inaccuracies or duplicates and will need to be removed from the Prior Losses tab.
Agents should review and discuss the loss history results with the named insured(s) and use the information to determine insurability of the submission prior to binding coverage to identify the following:
All insured’s losses within the last five years inclusive of Citizens losses, whether or not paid by insurance, at the property address of the risk, or any other location must be listed on the Prior Loss tab in PolicyCenter.
Proof of repair for a prior loss(es) is required if the date of loss at the property address is within 60 months of the effective date and one or more of the following scenarios apply:
Citizens may request proof of repair outside of these conditions.
If an application with prior losses from A-PLUS is not submitted within 25 calendar days of the creation of the application, Citizens will send a Property Loss History Notice to the named insured(s). If an application is withdrawn, the notice will be sent the next business day.
This notice informs the named insured(s) that their agent initiated an application on their behalf that did not result in coverage with Citizens, which may be because of the loss information contained in a consumer report supplied to Citizens by A-PLUS.
Agents can access this letter from the Account File Documents section of the named insured’s account, and a note will be placed on the policy.
As a reminder, agency staff should be aware of and avoid performance violations listed on the Performance Violations page on the Agents site.
Agents are encouraged to attend training and access resources for the loss history automation process.
The Loss History Automation and Proof of Repair module has been assigned to all credentialed personal lines agents and Licensed Customer Representatives (LCR). Agents are strongly encouraged to complete this training module prior to attending the webinars.
Register for the live webinars using the links below or logging in to Citizens Learning Center (CLC):
Date and Time | Topic and Registration Link |
---|---|
Tuesday, October 12 10-11 a.m. EDT |
Automated Loss History Data and Proof of Repair: Frequently Asked Questions |
Thursday, October 14 2-3 p.m. EDT |
Automated Loss History Data and Proof of Repair: Frequently Asked Questions |
Follow these steps to register for any of the live webinars:
You also can access CLC from the Agents site:
Choose Citizens Learning Center from the Systems menu at the top of the webpage. Enter the session name in the search box at the top of the CLC homepage, and press Enter. The search results will display all available training related to your search criteria.
For additional resources, log in to the Agents website and select:
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.