Emergency Operations Centers

Citizens is committed to responding quickly to disasters and providing local services and support to policyholders in a crisis. When a catastrophe occurs, Citizens activates a team of managers, support staff and adjusters experienced in handling catastrophic events and the resulting damage claims.

Following a catastrophe, Citizens dispatches mobile emergency operations centers (EOCs) to impacted areas to provide in-person service to policyholders who may be cut off from their usual means of communication. Citizens’ goal is to mobilize a fully functional EOC within 48 to 72 hours of a catastrophe declaration or as soon after that time as it is safe to travel to the impacted area.

Our EOC 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.

Reporting a Claim

Make your EOC visit more efficient by bringing the following information, if available. EOC volunteers may be able to assist in locating information if you do not have it available:

  • Photo ID
  • Policy information
  • Current contact information
  • Date of loss
  • Description and photos of damage (if possible)

Following up on a Claim

If you visit an EOC to follow up on a claim you’ve already reported to Citizens, bring the following information, if available, to make your visit more efficient. EOC volunteers may be able to assist in locating information if you do not have it available:

  • Photo ID
  • Current contact information
  • Claim number
  • Adjuster’s name and contact information
  • Date of loss


Leadership Guides Preparation

Preparing Florida’s largest insurer for hurricane season is a daunting task, but for Citizens’ executive leaders, it’s a task they focus on year-round.

With more than 175 years of combined experience, the Citizens Executive Leadership Team (ELT) is the driving force behind Citizens’ preparedness efforts. Balancing Citizens’ core mission with the rigors of preparing a workforce to respond in support policyholders takes determination, organization and willingness to learn from experience.

Lessons Learned

“After the multiple storms of 2004-2005, we knew we’d been given a tough lesson in preparedness,” said ELT member Steve Bitar, Chief of Underwriting and Agency Services. “We identified areas we needed to improve and began tackling the obstacles in a strategic and determined way.”

In the 10 years since, Citizens has continually reevaluated and refined its response. Citizens also has gone through other significant changes, including new leadership, major system updates and elimination of the 1-in-100 year assessment potential. Through it all, the ELT has set high standards for themselves and the entire organization.

Looking Forward

To stay on top of issues that could impact Citizens’ catastrophe response, the ELT holds regular meetings to review business operations and focus on key company objectives. In addition, regular town hall-style meetings keep ELT members apprised of efforts within their divisions and promotes direct interaction between employees and ELT members to cultivate ideas and grow as a team.

“None of our efforts would have been possible without the commitment of dedicated employees, a strong leadership team and the support of Citizens’ Board,” said ELT member Kelly Booten, Chief of Systems & Operations. “After 2004-2005, our responsibilities were clear: Set goals, and lead our teams for the good of the organization and the people we serve. We never gave up. So much has been accomplished. Citizens is ready!”