As announced on April 17, Citizens systems will undergo extended maintenance:

• 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.

This scheduled maintenance provides visual updates to the user experience. The core functionality will remain the same.

Note: All credentialed users will have view-only access within PolicyCenter from 6 p.m. ET Thursday, May 15, through Sunday, May 18, 2025.

Claims

During the outage, agents and policyholders can:

• Submit claims documents to Citizens by selecting Submit Claim Documents via Contact Us on the Public page.
• Contact Citizens at 866.411.2742 for claims reporting. No other claims information will be available.

Payments

• The One-Time Payment option will be available during the outage; however, the payment will not post until Monday, May 19.
• Pay-by-phone will be available by calling Citizens at 866.411.2742; however, the payment will not post until Monday, May 19.
• Payments that are due May 15 through May 20, 2025, must be received by May 23, 2025, to avoid a cancellation notice being sent. There will be no changes to invoices due prior to May 15 or after May 20, 2025.
• Binders that are due to rescind May 16 through May 19, 2025, will be extended until May 23, 2025.

Effective Date Protection

After Citizens’ systems come back online Monday, May 19, 2025, you may request an eligible backdate to May 16, 2025, for any business impacted by the system outage. This request should be submitted no later than Tuesday, May 20, 2025.

To request a backdate:

• Personal Lines: Use the Effective Date Change Request feature in PolicyCenter to request a new effective date. Refer to the Effective Date Change Request Job Aid for directions on submitting it.
  • The status of the risk must be Bound-Approved or Bound-Unapproved.
  • There must be no premium applied to the policy.
• Commercial Lines: Request the desired effective date adjustment via notes in PolicyCenter. You may follow up with Commercial Lines Underwriting at 888.685.1555.

Note: This program is not intended to provide coverage for a claim that has occurred in the past.

If the customer meets the criteria to qualify for the effective date protection program and a loss occurs on May 16 through May 18, Citizens will require the prior Declarations page or other documentation (e.g. a cancellation/nonrenewal notice, a closing statement, lease agreement, etc.) to satisfy the need for coverage to be effective on Friday, May 16.

Reminder

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.

Upcoming Training

We encourage you and your agency staff to attend one of the instructor-led training events that will focus on what you need to know about PolicyCenter’s visual updates, the new EZLynx® feature Pre-fill home, and other important information surrounding EZLynx. The training events are scheduled from Tuesday, April 29, through Friday, May 2.

• Select Training > Live Education to register for one of the upcoming webinars.
• Select Training > Webinar Recordings to access a recorded version of the webinar on Monday, May 5.

Resources

The following bulletins were sent on April 17:

• Agent Updates Bulletin: Important Advance Notice: Extended Outage for PolicyCenter, myPolicy, and myAgency
• Training Bulletin: Webinars: Citizens Business Insurance Suite (CBIS) and Clearinghouse

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
  • EZLynx & Citizens Resource Hub