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    IE #039-15 - 11/24/15 - Change of Overnight Mailing Address

    ATB #011-15 - 11/23/15 - 2016 Rate, Rule and Form Changes: Commercial Lines Policies

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    Agent Compliance Dashboard
    October 2015
    Audit Activities
    Policies Audited 2,329
    Agency Reviews 918
    Field Visits 51
    Phone Contacts 164
    Discipline Taken
    Warning Notices 0
    Suspensions 0
    Terminations 0
    Appointed Agents
    Total as of 10/31/2015 8,059

    Last Updated: 11/02/2015

    About the Compliance Dashboard

    Contact Us
    Have a question about claims, underwriting, systems access, agent appointments, or anything related to Citizens? Submit your questions and receive a response within two to three business days.

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    Are you a newly appointed agent looking for information or an agent who would like to become appointed with Citizens?

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    Learn how policyholders can protect their property.

    Sinkhole Coverage and Claims

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    Processing Times
    Average Cycle Time (Days)
    Personal Lines
    New Business 8
    Policy Changes 2
    Miscellaneous Tasks 6
    Commercial Lines
    New Business 5
    Policy Changes 5

    Week Ending 11/14/2015

    About the Underwriting Processing Times

    News You Can Use!
    Overnight Mailing Address Change
    (Posted 11/24/15) Citizens' overnight mailing address has changed to 301 W Bay St, Suite 1300, Jacksonville, FL 32202.

    Claims Screen Change in PolicyCenter
    (Posted 11/23/2015) The amount indicated in the Total Amount Paid field on the Claims screen now reflects only the total indemnity payout amount (i.e., total amount paid for all claim repairs). This change is retroactive for all claims in PolicyCenter®.

    Updates for PolicyCenter Activities and Contacts
    (Posted 11/23/2015) Citizens is continuing to improve PolicyCenter® for managing activities and contacts for agents. PolicyCenter now has columns on the My Activities screen that allow users to sort and prioritize activities. Agents now are limited in selecting contacts to ensure they are correctly associated with a policy. For more information, log into Knowledge Base and enter 3002, 3003 or 3004 in the Search field.

    Citizens’ Thanksgiving Schedule
    (Posted 11/23/2015) Citizens will be closed Thursday, November 26 and Friday November 27, in observance of Thanksgiving Day. We will resume regular business hours on Monday, November 30.

    PolicyCenter New Premium Finance Company Activity
    (Posted 11/6/2015) If you cannot find a premium finance company (PFC) in PolicyCenter®, submit a Request to Create a New Premium Finance Company activity in PolicyCenter. Access the policy, select Actions > New Activity to Billing Center > Request > Request to Create a New Premium Finance Company and upload a copy of the PFC agreement.

    PolicyCenter Document Search
    (Posted 10/30/2015) To improve PolicyCenter® Documents performance, the option to search for documents using an asterisk for partial keyword searches has been disabled temporarily. Citizens is working to provide this option again in the near future.

    Citizens Insurance Suite Maintenance
    (Posted 10/13/2015) Viewing, searching or uploading documents in PolicyCenter® and ClaimCenter® will be unavailable because of maintenance on Tuesday and Thursday evenings from 8:30 p.m. to 9:30 p.m. until further notice. Other functionality of these systems will be operating as normal. We apologize for any inconvenience.

    PolicyCenter Issue Identification
    (Posted 9/24/2015) As an ongoing process improvement, Knowledge Base Answer ID 2414 has been created to list major PolicyCenter issues affecting agents. To search for this Answer ID, log in to Knowledge Base and enter 2414 in the Search field. Agents also can access the Knowledge Base link in the upper right-hand corner of PolicyCenter; no login is necessary.

    Note: ePAS and Citizens Insurance Suite are unavailable after 6:00 p.m. every Wednesday and from 12:00 a.m. until noon every Sunday for routine maintenance.

    Manage myAgency
    "Manage myAgency" is our new online self service option for agents! Do you need to make changes to your agency profile? Need policy loss runs or a Book of Business report? Need to request an additional authority to write a new line of business? Just follow the simple steps below to "Manage myAgency" - 24 hours a day/7 days a week.

    Manage myAgency

    1. Select a "Manage myAgency" option from the drop down box above and click "Submit."
    2. Enter the required information and click "I Agree/Submit."
    3. Your request should be processed within 15 business days. An email will be sent to the Agency Principal when completed.

    Note: To request administrative changes for your agency, use the Administrative Request Forms.

    Important Contact Information and Numbers
    Customer Care Center - Underwriting Assistance and Customer Service
    (888) 685-1555

    Technical Support / Online Systems Help Line
    (800) 575-3727

    Claims Reporting Center
    (866) 411-2742 (24 Hrs/Day 7 Days/Week)

    Agent Administration
    (800) 737-5822

    Florida Market Assistance Plan (FMAP)
    (800) 524-9023