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Hurricane FAQs

The following FAQs are for informational purposes only and intended only for our personal lines customers. Answers to specific Irma-related questions can be found on the Hurricane Irma FAQ page.

These FAQs do not contain all coverages, conditions, limitations or exclusions that may arise in a tropical storm or hurricane. They do not amend or change any of the actual provisions of your policy, nor do they imply there is coverage other than what is specified in your actual policy and its Declarations and endorsements.

Refer to your policy for exact coverage description and specifics. 

Report a Claim Repairs
Coverage                     Payments and Deductibles
Claims Follow-Up Search Additional FAQs


Claims Follow-Up

1. Who should I call if I have questions about the progress of my claim?

When you report your claim, you will receive a claim number and contact information for your adjuster. If you have questions, start by calling your adjuster.

If you are unable to reach your adjuster, contact Citizens via our website. Select Contact Us at the top of any page, then select Existing Claim in the Topic menu under Email Us. Fully complete and submit the form. You will receive a response in two to three business days. You also can call Citizens at 866.411.2742.

Additional Resources

Reporting a Claim in Four Easy Steps brochure

2. Who should I call if I can't reach my adjuster?

Call Citizens at 866.411.2742.

3. Who should I call if I can't reach my agent?

Call Citizens at 866.411.2742.

4. What should I do if Citizens has incorrect information about me?

If Citizens has incorrect information about you, your property address, or your lienholder or mortgage company, it may delay settlement of your claim. You also could miss important notices about your policy status and premium invoices.

If there are any changes, including names, phone numbers, or email or mailing addresses, immediately call your agent or call Citizens Customer Care at 888.685.1555. You may be asked to provide appropriate documentation to process the correction.