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    ATB #009-15 - 10/5/15 - Florida Insurance Guaranty Association Assessments

    ATB #008-15 - 10/2/15 - Commercial Lines: New Agreed Value Option

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    Agent Compliance Dashboard
    September 2015
    Audit Activities
    Policies Audited 2,203
    Agency Reviews 1,024
    Field Visits 34
    Phone Contacts 129
    Discipline Taken
    Warning Notices 0
    Suspensions 0
    Terminations 0
    Appointed Agents
    Total as of 09/30/2015 8,084

    Last Updated: 10/05/2015

    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.

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

    Visit our Agent Appointment System for more information. Link Opens New Window

    Knowledge Base - Find answers to your questions.


    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 10
    Policy Changes 2
    Miscellaneous Tasks 6
    Commercial Lines
    New Business 8
    Policy Changes 5

    Week Ending 10/03/2015

    About the Underwriting Processing Times

    News You Can Use!
    Coastal Territory Overrides
    (Posted 9/28/2015) For new business effective on or after December 1, 2015, if an agent overrides the Coastal Territory value on the Property Address Info screen after the address information has been retrieved from PolicyCenter®, the new-business submission must be submitted unbound. For more information, see IE #024-15 .

    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.

    PolicyCenter Refund Issue
    (Posted 09/18/2015) Citizens has discovered that some policy changes resulting in a premium decrease are not triggering a refund. This issue is isolated to policies with premiums that have been paid in full and only impacts a small number of policies. Citizens is correcting the issue. If you have questions about a policy refund, contact the Customer Care Center at 888.685.1555. Note: For this and other PolicyCenter® issues, see Knowledge Base for Answer ID 2414.

    Personal Residential: Agent of Record Transfer Processing Delays
    (Updated 8/24/2015) We are processing Agent of Record Transfer Forms received on 8/5/2015. This information is updated weekly to reduce the need to call Agency Administration for the status of a submitted transfer request.

    Change to Underwriting Review Process
    (Posted 6/12/2015) With the launch of PolicyCenter, Underwriting staff no longer will review bound personal lines policies until payment has posted to the policy.

    Submit Opt-Out Form to the Takeout Company
    (Updated 11/26/2014) To opt out of an assumption and remain with Citizens, policyholders must sign the correct Opt Out Form. It must be emailed, faxed or mailed to the takeout company using the contact information on the form. Citizens cannot process these forms.

    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