Citizens is implementing the following changes to policyholder online payments made via myPolicy and one-time payments, as well as agent online payments made through PolicyCenter®. Changes include:

• When making a payment using credit cards or debit cards through myPolicy and when making a one-time payment, payments can now be split between two cards*.

• If the policyholder has a semiannual or quarterly payment plan, they can now pay more than the minimum amount due, up to the full amount owed. Customers cannot pay less than the minimum amount due determined by their current payment plan, regardless of the renewal invoice options.
  
  If the policyholder decides to pay more than the current invoice amount, any excess amount paid will be applied to future policy balances and will not be subject to refund due to a change in circumstances or for any other reason, provided the policy remains in force.

• Previously saved payment methods in myPolicy (entered by the policyholder) will not carry over to the updated system. The next time the policyholder logs in to make a payment, they will need to re-enter their payment information and can save it for future use.

• Payments processed via phone will post the following calendar day.

After a payment is made, the policyholder can email, print, and download their receipt. Their account will typically be debited within 2-3 business days of the scheduled payment date.

*A 2.99% processing fee will be applied by the vendor handling the transaction to every credit/debit card used to make a payment.

Notes:

• Payments split between two cards will display as two separate payments on the policy.
• The maximum credit card transaction is $100,000 limit per credit card and $2 million maximum for automated clearing house (ACH) payments.

An email will be sent to notify policyholders who have an email address on file, are on direct pay billing, and are renewing between October 1 and December 31, 2026. All other policyholders will be notified in December.

Resources

Log in to the Agents website and select Training on the top menu to access the following Personal Job Aids and Commercial Job Aids.

• myPolicy Guide
• myAgency User Guide for Agency Principals
• Making on Online Payment

On the Public website:

• Payments page
• myPolicy page