The following FAQs are for informational purposes only and intended only for our personal lines customers.
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.
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1. Should I make temporary repairs to protect my home from further damages?
If your property is unsafe, do not try to enter your home. Please allow our trained adjusters to inspect and assess the damage to your home.
If safety and common sense allow, take steps to prevent further property damage by making temporary repairs wherever possible:
- Make emergency or temporary repairs to help prevent further damage, such as turning off the water to your home, removing a tree or portion of a tree, placing a tarp on your roof or performing water extraction.
- Prepare a list of lost and damaged items using our Personal Property Inventory form.
- Take photos and/or a video to document the damage. Provide these to your adjuster to document your claim.
- Keep all damaged content items in a safe place for the adjuster to review during the inspection. The adjuster will inspect each of the items on your inventory list.
- Keep your receipts:
- Request and copy original receipts for all purchases or services needed to make temporary or emergency repairs.
- Save receipts for any additional living expenses.
- Save the copies for your personal records, and give the original receipts to your adjuster.
Citizens must be able to inspect damages to determine reasonable repairs. Your adjuster will authorize any covered permanent removal or repairs after their physical inspection. Your policy may limit coverage for permanent repairs started before Citizens inspects the damage.
2. When can I begin permanent repairs on my damaged property?
For HO-3 (single-family homes), HO-6 (condominium units) and DP-3 (dwelling) policyholders, it is important to note that, except for the policy provisions relating to reasonable emergency measures, there may be no coverage for permanent repairs that begin before one of the following occurs:
- 72 hours after the loss is reported to Citizens
- Loss is inspected by Citizens
- Verbal or written approval is provided by Citizens
Citizens claim specialists can provide additional information when you report your claim.
3. Can I choose the contractor who repairs my Hurricane Irma damages?
Yes. Your Citizens claims adjuster will work with any contractor you choose. Before repairs begin, Citizens must inspect the property to determine payment for reasonable repairs. Once Citizens has reviewed the adjuster's inspection report, you will be notified about what repairs are covered under your policy.
Choose your contractor carefully. Some people will seek to take advantage of others after a catastrophe. Ask for references and verify your contractors' licenses. The Florida Department of Business and Professional Regulation and the Department of Financial Services offer license search tools on their website.
Do not sign a contract until you understand the complete agreement, including any Assignment of Benefits language. Be sure that the agreement defines the complete scope of repairs and services to be provided.
Your adjuster will work with you and your contractor to reach an agreement for the repairs and the costs of a covered loss.