Property Insurance Clearinghouse

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    IE #029-15 - 7/31/15 – Commercial and Personal Lines: Updates for PolicyCenter Contacts

    IE #028-15 - 7/29/15 – Updates to Personal Lines Direct-Bill Renewal Invoices

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    Agent Compliance Dashboard
    June 2015
    Audit Activities
    Policies Audited 653
    Agency Reviews 110
    Field Visits 53
    Phone Contacts 117
    Discipline Taken
    Warning Notices 2
    Suspensions 0
    Terminations 1
    Appointed Agents
    Total as of 7/01/2015 8,126

    Last Updated: 7/01/2015

    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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    Processing Times
    Average Cycle Time (Days)
    Personal Lines
    New Business 13
    Policy Changes 4
    Miscellaneous Tasks 8
    Commercial Lines
    New Business 8
    Policy Changes 5

    Week Ending 07/25/2015

    About the Underwriting Processing Times

    News You Can Use!
    Temporary Service Disruption: PolicyCenter and ClaimCenter
    (Posted 8/3/2015) PolicyCenter® and ClaimCenter®currently are experiencing an outage with uploading and retrieving documents. We are working to resolve the issue and apologize for any inconvenience.

    Personal Residential: Agent of Record Transfer Processing Delays
    (Updated 7/15/2015) We are processing Agent of Record Transfer Forms received on 6/16/2015. This information is updated weekly to reduce the need to call Agency Administration for the status of a submitted transfer request.

    Temporary Underwriting Processing Delays
    (Posted 6/12/2015) We are experiencing temporary processing delays for personal lines new-business applications, as a result of staff dedication to PolicyCenter® issues impacting agents and internal processing. (Refer to Knowledge Base Answer ID 2414 for a view of PolicyCenter issues.) View our current Underwriting Processing Times located on the Agents page for more information. We apologize for any inconvenience and anticipate reducing these delays in the coming weeks.

    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.

    Renewals for Clearinghouse: Time Frames Expanded
    (Posted 2/19/2015) Effective today, Citizens will send Citizens Homeowners 3- Special Form (CIT HO-3) renewal policies to the clearinghouse 65 days before their expiration dates. This replaces the previous 60-day clearinghouse renewal processing period announced in ATB #011-14.

    PolicyCenter: Billing Invoices for Agencies with Branch Offices
    (Posted 2/19/2015) Invoices now print with the agent of record’s branch address instead of the agency’s main address. The agency’s main phone number will continue to display under the branch address.

    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.

    PolicyCenter: Launch for Personal Lines
    (Posted 11/13/14) The PolicyCenter® launch date for personal lines is December 8, 2014. PolicyCenter will replace ePAS for all personal lines new-business submissions and renewal policies that are effective on or after February 1, 2015. Online training for PolicyCenter is available on the Citizens Insurance Suite tab, located on the Training and Reference Materials page.

    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