Citizens’ systems will undergo extended maintenance next week. As announced on April 17 and April 24, the following systems are impacted:

• PolicyCenter® and myAgency will be unavailable from 6 p.m. ET Thursday, May 15, through Sunday, May 18, 2025.
• myPolicy will be unavailable from 4 p.m. ET Thursday, May 15, through Sunday, May 18, 2025.

Notes

• All credentialed users will have view-only access within PolicyCenter from 6 p.m. ET Thursday, May 15, through Sunday, May 18, 2025.
• This extended maintenance does not affect Citizens Learning Center education.

If needed, Citizens is asking all agents and agency staff to complete any new-business submissions, quote submissions, policy changes, cancellations, and other transaction requests before 6 p.m. ET on Thursday, May 15, 2025. Any work in the system not completed prior to the outage will remain as a draft until system access is restored on Monday, May 19, 2025.

myAgency

We encourage agency principals or their designees to submit the following transactions prior to the outage:

• Adding and/or deleting staff
• Adding and/or deleting a location
• Buying, selling, or transferring book of business requests

PolicyCenter

Currently, the following banner is displaying in PolicyCenter.

Figure 1: PolicyCenter’s outage message

Beginning Monday, May 19, 2025, the URL to access PolicyCenter will be changed. You will automatically be redirected if you attempt to access PolicyCenter using the old URL. Also, users will notice visual updates. The core functionality will remain the same.

The PolicyCenter Desktop will have a new screen called My Summary, which will display a quick glance of all the activities associated with the agent of record who is logged in. Activities can also be displayed by selecting the Desktop drop-down or from the options panel on the left side of the screen. Overdue transactions are outlined in red in the Overview section. To view the overdue transactions, select the red Overdue button.

Figure 2: PolicyCenter’s Summary screen

Depopulation

Agents and policyholders will not be able to make Depopulation choice selections from 4 p.m. ET Thursday, May 15, through May 18.

Resources

The following Agent Updates bulletins have been sent:

• April 17: Important Advance Notice: Extended Outage for PolicyCenter, myPolicy, and myAgency 
• April 24: Update: Extended Outage for Citizens Systems

A recording from an instructor-led training event is available on our Training webpage. Select Training > Webinar Recordings to access the recorded version of the webinar.

Log in to the Agents site to access these resources to assist with completing pending and post-outage transactions

• Select Training > Commercial Job Aids:
  • New Business Submission Guide
  • Uploading and Linking Documents
  • Policy Changes
  • Cancelling a Policy
• Select Training > Personal Job Aids:
  • New Business Submission Guide 
  • Creating a Quick Quote 
  • Uploading and Linking Documents
  • Policy Changes
  • Cancelling a Policy
  • Creating an Effective Date Change Request