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Life of a Claim

The claims process can seem complicated or confusing. You can review Citizens’ claims process below, including helpful tips on preparing a claim and information on how Citizens will handle your claim.

View a printable version of the Life of a Claim.


Report
  • Call your agent or Citizens’ Customer Care representatives at 866.411.2742 (24 hours, 7 days a week).
  • If possible, please have your policy number available.
  • If you are displaced after a disaster, provide your current contact information, including a temporary mailing address, cell phone number(s), home and/or business phone number(s), e-mail address, etc.
  • Be prepared to give a brief description of the visible damage to your property (for example: tree limb fell on the roof, roof shingles blown off, etc.).
  • If possible, have your current mortgage company information available.
  • Citizens will provide you with a claim number, the name of your adjuster and the adjuster’s contact information.
Property Loss Inspection
  • A Citizens Claims Adjuster will contact you (or your representative) to schedule a property loss inspection.
  • Check here to find out how to prepare for your inspection.
  • Prepare a list of questions you may have for the adjuster.
  • Prepare a list of lost and damaged items using our Personal Property Inventory form. (Excel) (Word) (PDF) (Example)
  • At your property loss inspection, the adjuster will:
    • Review your loss information
    • Collect photos, receipts and estimates, if necessary
Review
  • A Citizens Claims Examiner will review your claim file to confirm your coverage and deductibles.
  • If your policy covers the specified damage to your property and the amount of loss is more than your deductible, the examiner will submit the claim for payment and check processing.
  • If your policy does not cover the specified damage to your property, Citizens will contact you to discuss this decision and will send you a written follow-up that explains the decision in detail.
Payment
  • After Citizens evaluates the damage to your home, payment will be issued based on the agreed estimate.
  • If the actual cost of repairs/replacement turns out to be more than the original submitted estimate, call us at 866.411.2742 to find out whether you are eligible for additional payments.
  • If there is a mortgage on your house, Citizens is required to include the name of the mortgage company as a payee on your claim payment. Be sure to ask your mortgage company about its procedures for endorsing your claim check.
  • If your name, mailing address or mortgage company has changed, notify your agent now. Payment can be delayed if this information does not match the information currently on file.