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Live Chat Terms of Use

Terms of Use for Online Chat Feature

By using Citizens’ online chat feature (Live Chat), you acknowledge and agree to the following Terms of Use:

  1. Live Chat may be provided via live customer care agents or computerized chatbots. Some chatbots may use artificial intelligence to help interpret and answer questions.
  2. Live Chat is not intended to (i) replace a user’s due diligence and research, or (ii) provide final directives or professional advice. Any insurance decision, including coverage amounts, limits, and deductibles, is solely and ultimately the responsibility of the policyholder. Policyholders are urged to contact their insurance agent with any policy-related questions.
  3. You are advised not to give your social security number or other sensitive information through Live Chat.
  4. Your conversation via Live Chat may be recorded for quality control and dispute handling purposes.
  5. You are responsible for the security of your electronic equipment and the confidentiality of your information. You acknowledge that anyone with whom you share your electronic equipment may be able to see all messages that you have exchanged via Live Chat.
  6. In addition to these Terms of Use, your use of Live Chat is governed by Citizens’ website Terms and Conditions. These additional terms include warranty disclaimers, privacy policies, governing laws, and other provisions regarding the use of Citizens’ websites.
  7. Citizens may amend these Terms of Use from time to time at its sole discretion and without prior notice. By using Live Chat following any such amendment, you will be deemed to have accepted the same Terms.