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.
- 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
- 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.
- 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.