Citizens recently discovered that, since December 2022, one of our vendors for printing and mailing documents had experienced delays and did not mail some documents. This issue appears limited to between December 5, 2022, and March 10, 2023.
We previously notified affected agents about delayed renewal invoices for direct-billed policies. This communication addresses other documents that are delayed, including new and renewal business packages.
Citizens is working with our vendors to mail all delayed policy documents to policyholders and additional interests by April 17, 2023. Your customers soon will, or already have received their documents.
PolicyCenter® will display a note for affected policies:
If a policyholder needs to obtain their documents earlier:
Credentialed agency staff can fulfill policy document requests for customers by accessing PolicyCenter.
Encourage the policyholder to access policy documents immediately online using myPolicy. If they are not yet registered, please assist them with the registration process.
Submit a request via Contact Us on Citizens’ website. Select Agent, Claim and Policy Inquiries on the Topic drop-down list.
Call Citizens weekdays from 8 a.m. to 5:30 p.m. ET, at 866.411.2742.
Resources
To assist customers with accessing documents in myPolicy, refer to:
The myPolicy page on the website, which has been updated to include paperless document delivery details and how to access copies of all their policy and billing documents.
The myPolicy Guide on the Agents website. Select Training > Personal Job Aids and look under General.
Citizens provides agent communications online for historical purposes only, and the communications have not been updated to include any changes that may have been made after publication. Agents can find the latest information by reviewing the applicable underwriting manuals, and by logging in and accessing our FAQs, which are available from the top of any page on our website.
