The 2025 hurricane season is here, and to help customers prepare before an event, Citizens will send an informational email to policyholders with wind coverage whose policies are not assumed and have an email on file with us.
How You Can Help Your Customers
The information your agency verifies prior to a hurricane or tropical storm making landfall will improve claims-processing efficiency and customer service in case of a catastrophic event:
Encourage your customers to register for myPolicy so they can view policy, claims, and billing information; upload claim documents; and, if applicable, make premium payments. Policyholders can view and download their policy documents (excluding claims documents). Personal Lines policyholders have the option to opt in for paperless delivery.
Customer phone numbers, mailing addresses, email addresses, and policy information
Mortgagee(s) and additional interests, if applicable
Review your Citizens book of business to ensure that policyholders have adequate coverage. Agency principals can download their book of business listing via myAgency. For details, refer to Page 111 in the myAgency User Guide.
Ensure your customers understand that hurricane losses should be reported even if they are below the hurricane deductible. These losses count toward meeting the calendar-year hurricane deductible if another hurricane damages the property in the same calendar year.
Binding Suspension
Agents will be notified by email, on the website, and in PolicyCenter® when binding is suspended or restored based on a tropical storm or hurricane watch or warning issued by the National Weather Service for any part of Florida.
During a binding suspension, agents cannot bind applications for new coverage or policy changes for increased coverage; however, they can update policyholder contact information and mortgage company information.
Call Citizens at our toll-free Claims Hotline: 866.411.2742, which is available 24/7
Note: See the Resources section below for more information.
After filing the claim, advise policyholders to do the following only if they can do so safely:
Take photos of the damaged property.
Protect the property from further damage.
Keep all receipts related to proof of repair and expenses. Policyholders may be asked to provide this information at a later time.
If requested by their adjuster, submit claim documents through the Contact Us section of the website or through myPolicy, found on the Claims tab.
Ensure your affected Personal Lines policyholders are aware of two important policy provisions that require them to:
Take reasonable emergency measures for the sole purpose of protecting covered property from further damage when experiencing a loss.
Give prompt loss notice to Citizens. Except for reasonable emergency measures taken under the policy provisions, there may be no coverage for repairs that begin before one of the following occurs:
The loss is inspected by Citizens
Verbal or written approval is provided by Citizens
myPolicy and Paperless Delivery
Citizens encourages first-named insureds with a valid email address on file with Citizens to register and/or activate their myPolicy account. Policyholders with active accounts can:
Report and view claims online and upload claim documents.
Receive email notifications when new policy documents and billing invoices are available in lieu of mailed documents, resulting in earlier notification.
Catastrophe Response Centers
If Florida is impacted by a storm, Citizens may set up one or more Catastrophe Response Centers (CRCs), as needed, to provide immediate response to policyholders. Agents will be notified once a site is determined. CRC staff will:
Process first notices of loss (FNOL).
Make advance payments for additional living expenses, when warranted.
Answer questions and offer general assistance.
Resources
For more information about claims reporting and storm preparation, see Citizens’ online resources:
Stay up to date about the latest news, information, and program initiatives from Citizens by liking us on Facebook and following us on X: @Citizens_Agents.
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.
