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Report a Claim

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Experiencing a loss can be stressful and confusing. Reporting a claim should not be.

You can report a claim 24/7/365 using one of two convenient options:

Report Your Claim Online

You can report your claim by computer or your mobile device through myPolicy, Citizens’ online policyholder self-service tool. You can use myPolicy to enroll Personal Lines policies in paperless delivery, view and download policy documents (excluding claims documents), submit a claim, and view your policy, claims and billing information. You also can make payments under certain conditions.

Report Your Claim by Phone

Citizens’ toll-free claims hotline is available 24 hours a day, seven days a week.

Claims Hotline – 866.411.2742

When you call, a friendly customer service representative will ask you for the following information:

  • Your policy number
  • Your contact information, including any temporary addresses or phone numbers where you can be reached if you have been displaced
  • 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.

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Call Citizens First Materials

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
Brochure: Using Citizens' Managed Repair Program
Managed Repair Program

Policyholder Resources

Call Citizens First Information Card
(En español)
Call Citizens First Magnet
Policyholder ID Card
Report Fraud

Call Citizens First - Search FAQs

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Policyholder Declaration of Rights

Citizens is committed to providing the best possible customer service to its policyholders. As part of that commitment, Citizens adheres to the following:

Policyholder Declaration of Rights

  • Created by Citizens as part of its Plan of Operation
  • Applies to all Citizens policyholders

Homeowner Claims Bill of Rights

  • Created by the Florida Legislature
  • Applies to any personal residential property insurance claim filed with property and casualty insurance companies operating in Florida

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