Call Citizens First

Your safety is Citizens’ first priority. If your home is damaged, make sure you and your family are safe and your property is secure. If your property is unsafe, do not try to enter your home. 

Call Citizens First

As soon as you become aware of or suspect damage, call Citizens’ toll-free claims hotline. The Claims hotline is available 24 hours a day, seven days a week. Real people, not a computer, will take your claim and start you on the road to recovery. With this information, Citizens can begin to assist you with your claim.

You can report a claim to Citizens even before you know the full extent of damage. There is no cost to report a claim. Citizens will work with you to make sure any covered damage is repaired quickly and correctly.

Claims Hotline – 866.411.2742

Have the following information available when you call:

  • Your policy number
  • Your contact information, including any temporary addresses or phone numbers
  • Damage description (example: tree fell on roof, lightning struck house)
  • Mortgage company information (if applicable)

Call even if you are missing some of this information. Citizens will be able to assist you.

Recovery Efforts

Catastrophe Response Center Locations

In response to Hurricane Irma, three Citizens Catastrophe Response Centers (CRC) are available to provide in-person service to policyholders who may be cut off from their usual means of communication. CRC staff can answer questions and help you report a catastrophe claim. They also can issue checks for additional living expenses, if this coverage is available under your policy.

Marathon City Marina

800 35th Street Ocean
Marathon, FL 33050

8 a.m.-7 p.m., daily (curfew pending)

Murray Nelson Government Center

102050 Overseas Highway
Key Largo, FL 33037

7 a.m.-7 p.m., daily

Walmart (parking lot)

1425 NE 163rd Street
North Miami Beach, FL 33162

Opening Wednesday, September 20
7 a.m.-7 p.m., daily


Important policy contract changes affect payment for emergency measures and permanent repairs following a loss. All new and renewing HO-3, HO-6 and DP-3 policies are affected.

Learn what is changing.

General Information

Brochure: Reporting a Claim in 4 Easy Steps
Managed Repair Program
Policy Changes at a Glance
Policy Changes Emergency Repairs (En español)
Policy Changes FAQs

Policyholder Resources

Call Citizens First Information Card (En español)
Call Citizens First Magnet
Policy Changes Reminder Postcard (En español)
Policy Changes Renewal Letter
Policyholder ID Card
Report Fraud