Citizens continues to receive inquiries around the use of virtual assistants to support an agency’s business with Citizens. Read below for guidance based on Citizens’ information privacy and security program and current laws and regulations:

• Virtual assistants operating outside of the continental United States and/or requiring the use of a shared credential are prohibited from accessing Citizens’ systems. 
• The Citizens Agency Agreement and Agent Appointment Agreement further detail the requirements and prohibitions related to credential sharing (Section III, B.) and data export restrictions (Section III, C.). Agents who have executed these agreements have acknowledged their compliance with these requirements and are governed by them. 
• For virtual assistants operating inside the continental United States, Citizens’ systems are governed by laws and regulations related to insurance transactions performed by licensed and non-licensed staff. For additional guidance, please refer to the Florida Association of Insurance Agents’ (FAIA’s) blog posts.

Citizens will continue to monitor the sharing of credentials and will engage agents and agencies that violate this provision of the agreements. 

Resources

On the Public website:

• Select About Us > Business to Business > Agencies, and look on the right side, under Resources, to review the Agency Agreement and the Agent Appointment Agreement.
• Scroll to the bottom of any page and select Privacy Policy for details about sharing policyholders’ information, laws, and regulations.

Log in to the Agents site and select Performance > Agency Performance for additional information about Citizens' expectations for appointed agents.