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.  

Hurricane Michael

Catastrophe Response Center Locations

Citizens staff will be available at the following locations to help customers file claims and issue checks for additional living expenses, if this coverage is available under your policy.


Centennial Bank (parking lot)

202 Marina Drive
Port St. Joe, FL 32456

8:30 a.m.-5 p.m., ET, (curfew permitting) through Tuesday, October 23

Sam's Club

1707 West 23rd Street
Panama City, FL 32405

8:30 a.m.-5 p.m., CT, (curfew permitting) through Sunday, October 21



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