Citizens has made changes to its property survey program (formerly known as the Citizens Property Inspection Program) to better align with private market standards. Citizens uses third-party vendors to conduct these surveys on behalf of Citizens at no cost to policyholders.

• A policy will be cancelled or nonrenewed if a scheduled survey is missed or if two attempts to schedule a survey are unsuccessful. An agent may reorder the survey only once during the policy term by contacting Citizens’ Customer Care Center at 1.888.685.1555 and requesting to reorder the survey. (If the survey company representative is unable to contact the policyholder to schedule a survey, they will contact the agent for assistance.)
• If a policy is cancelled or nonrenewed due to the reasons outlined above, and Citizens later rescinds the action, if a new survey is missed or two attempts to schedule the survey are unsuccessful, the policy will be cancelled or nonrenewed and will not be eligible for reinstatement. However, the policyholder may apply for a new policy with Citizens. The new policy will be subject to underwriting review. If coverage is bound, the new-business rates in effect at the time of binding are applicable.

Survey Processes

Citizens initiates surveys at new-business or renewal. Agents receive a Property Inspection Ordered activity in PolicyCenter®, and Citizens sends an Action Required Property Survey Needed email is sent to the agent of record and the policyholders. Agents should verify and update contact details in PolicyCenter, if needed.

Third-party vendors will contact the policyholder via text, phone, or mail to notify them of a survey request. Depending on the type of survey, they may also schedule an appointment. At least one person 18 years of age or older must be available to provide access to the property.

Once completed, reports will be available in the Documents section of the policy in PolicyCenter. If underwriting action is needed, agents will receive an Inspection Results Response Required activity. If no response is received, Citizens may issue a cancellation or nonrenewal notice. A General Correspondence activity may also be sent for minor concerns that should be reviewed with the policyholder but does not require a response back to underwriting.

Note: The activity names will be updated to indicate survey instead of inspection.

Resources

Credentialed agency staff can log in to the Agents site to access the following resources to assist them when providing service to their customers. Select:

• Programs > Inspections > Underwriting Field Surveys for information about surveys
• Training > Personal Job Aids to access Completing an Inspection Results Response Required Activity
• FAQ 2353 How do I update a policyholder’s email address or phone number?