Hurricane Irma

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, call Citizens’ toll-free claims hotline. The Claims hotline is available 24/7. Real people will take your claim and start you on the road to recovery.

Claims Hotline – 866.411.2742

If you are displaced following the hurricane, make sure you provide temporary contact information when you call to report your claim. If we can’t reach you, your claim could be delayed.

Additional Living Expense Coverage

Some homeowners policies provide additional living expense (ALE) coverage, which helps pay for expenses incurred because your home has been deemed unlivable due to a covered loss. ALE provides coverage for the increase in costs over your normal expenses if a covered loss makes your home unlivable. This can include expenses for food, a place to live or other costs associated with maintaining your household. 

Accurate receipt documentation is required. Make copies of these receipts for your records and provide the originals to your adjuster for review. 

ALE coverage is limited and varies by policy type. Your adjuster can provide details about coverage. Check with your agent for more information about ALE coverage.

Emergency Repairs

Important policy contract changes may affect payment for emergency measures and permanent repairs following a loss. All new and renewing HO-3, HO-6 and DP-3 policies are affected.

Once your home is secure, don’t start any repairs until you Call Citizens First. Before starting emergency repairs, document all damages by photo or video. Keep any damaged items for inspection by Citizens and save all receipts in case you are eligible for reimbursement.

Don't Sign Away Your Rights

Some contractors will ask you to sign your benefits over to them before starting emergency repairs. This is called assignment of benefits. Do not sign over your insurance benefits to anyone. Signing over your benefits can cause an increase in costs for which you could be left on the hook

Do not sign an Assignment of Benefits form if asked to do so by a contractor or public adjuster without calling Citizens first. 

Avoid Fraud 

Catastrophes breed crimes of opportunity. After a hurricane, contractors or claims adjusters may approach you with promises too good to be true. If someone is promising you something for nothing or offering something that sounds too good to be true, they may be attempting to involve you in insurance fraud. Call Citizens or your agent before signing or agreeing to anything.  

Recovery Efforts

Catastrophe Response Center Locations

In response to Hurricane Irma, three Citizens Catastrophe Response Centers (CRC) are available to provide in-person service to policyholders who may be cut off from their usual means of communication. CRC staff can answer questions and help you report a catastrophe claim. They also can issue checks for additional living expenses, if this coverage is available under your policy.

Marathon City Marina

800 35th Street Ocean
Marathon, FL 33050

8 a.m.-7 p.m., daily (curfew pending)

Murray Nelson Government Center

102050 Overseas Highway
Key Largo, FL 33037

7 a.m.-7 p.m., daily

Walmart (parking lot)

1425 NE 163rd Street
North Miami Beach, FL 33162

Opening Wednesday, September 20
7 a.m.-7 p.m., daily

Customer Recovery Center Locations

Citizens will have a tables at the following South Florida Department of Financial Services Insurance Villages. Staff will help customers file claims and can issue checks for additional living expenses, if this coverage is available under your policy.

New Hope Ministries Event Center

7675 Davis Boulevard
Naples, FL 34104

Wednesday, September 20
8 a.m.-6 p.m.

Lee County Veterans Park Recreation Center

55 Homestead Road South
Lehigh Acres, FL 33936

Thursday, September 21
8 a.m.-6 p.m.

Morgan Insurance Group

Not part of a DFS Insurance Village

31109 Avenue A, Suite 4
Big Pine Key, FL 33043

Wednesday, September 20
10 a.m.-5 p.m.

Thursday, September 21 to Sunday, September 24
9 a.m.-5 p.m.


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