Catastrophe Response

The key to an effective emergency response is planning, and that’s a 24/7, 365-day-a-year job for Citizens’ Catastrophe Operations (CAT Ops) and Catastrophe Response Center (CRC) teams.

Citizens designs its storm response plans to be scalable to fit the level of response required in each storm situation. CAT Ops and CRC teams lead development of a companywide emergency response master plan, which is updated before each year’s hurricane season. Preparations also involve other units in year-round training and exercises, including Claims, the Customer Care Center, Underwriting, Risk Management, Information Technology and Communications.

All catastrophe response teams are committed to responding quickly to disasters and providing local services and support. These teams are made up of managers, support staff and adjusters experienced in handling catastrophic events and claims resulting from damages incurred by Citizens policyholders.

Finally, Citizens’ emergency response master plan also includes individual business unit plans for areas that help support the overall catastrophe response, including Facilities and General Services, Human Resources, Purchasing, Accounting, Corporate Analytics, Claims Recovery, Special Investigations Unit, and Vendor Operations.


Your safety is Citizens’ first priority. If your home is damaged, make sure you and your family are safe and your property is secure. If your property is unsafe, do not try to enter your home. 

Call Citizens First

As soon as you become aware of or suspect damage, report your claim to Citizens.  Citizens offers two convenient options for reporting your claim – online and by phone. Both are available 24/7/365.

You can report a claim to Citizens even before you know the full extent of damage. There is no cost to report a claim. Citizens will work with you to make sure any covered damage is repaired quickly and correctly.

Report Your Claim Online

You can report your claim by computer or smartphone through myPolicy, Citizens’ online, policyholder self-service tool. You can use myPolicy to submit a claim online and to 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. A real person, not a computer, will take your claim and start you on the road to recovery.

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.