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Disputes

Personal Lines

  • Disputing an Inspection
    Citizens' inspection program was created to ensure that our policyholders receive the correct premium credits for the eligible storm damage mitigation features present on their homes. We are committed to ensuring that our policyholders receive all the mitigation credits for which their homes qualify.

    If you believe the inspector's report is incorrect or that credits were removed in error, you can initiate a dispute by contacting your agent or calling Citizens at 1.888.685.1555.

    The Dispute Process
    • Submit Dispute Documentation
      To initiate your dispute, you or your agent will need to submit documentation to Citizens that clearly shows why a discrepancy noted in the inspection report is inaccurate. Citizens' Wind Mitigation Feature Documentation Guidelines offers guidance as to what documentation usually is obtainable and acceptable for specific mitigation features. This reference sheet will be included with your Inspection Notice and results letter.


      Examples of acceptable documentation include:
      • Receipts or other documents that include product specifications
      • Work orders and invoices
      • Roofing permits
      • Notice-of-acceptance letters for mitigation products (usually obtained from installers or manufacturers)

      Include your name and policy number on each document, and submit the documentation to:
      • Citizens - Disputes
        P.O. Box 17219
        Jacksonville, FL 32245-7219

      Citizens will review all submitted documentation and notify you via mail whether your documentation supports the reapplication of credits to your policy.

    • Requesting a Follow-Up Inspection for a Dispute
      If you cannot document the presence of a disputed mitigation feature on your home, you may request a one-time, free follow-up inspection. When you schedule your follow-up inspection, you will be asked to identify which features you are disputing. Only those features will be inspected.

      Once the follow-up inspection has been completed, Citizens will mail you a letter with the outcome of your dispute, including whether any premium or policy changes have been made as a result.

  • Requesting Credits for Updated Mitigation Features
    If you update the mitigation features on your home following an inspection and would like to receive premium credits for the updated features, notify Citizens that you have made updates and wish to have eligible credits applied to your policy.

    • Submit Update Documentation
      You or your agent will need to submit documentation and photographs of the updates to Citizens for review. Citizens' Wind Mitigation Feature Documentation Guidelines offers guidance as to what documentation usually is available and acceptable for specific mitigation features. This reference sheet will be included with your Inspection Notice and results letter.


      Acceptable documentation includes, but is not limited to:

      • Receipts or other documents that include product specifications
      • Work orders and invoices
      • Roofing permits
      • Notice-of-acceptance letters for mitigation products (usually obtained from installers or manufacturers)

      Include your name and policy number on each document, and submit the documentation to:

      • Citizens
        P.O. Box 17219
        Jacksonville, FL 32245-7219

      Citizens will review all submitted documentation and notify you via mail whether your documentation supports the mitigation credits you have requested.

    • Follow-Up Inspection to Verify Home Updates
      If you do not have the documentation required to verify the updates made to your home and the updates have been made within 12 months of your initial inspection, you may request a one-time, free follow-up inspection to evaluate the new mitigation features added to your home.

      When you schedule your follow-up inspection, you will be asked to identify which features have been updated. Only those features will be inspected.

      Once the follow-up inspection has been completed, Citizens will mail you a letter with the outcome of your inspection, including whether your home qualifies for the additional mitigation credits you have requested.

      Note: If your updates were completed more than 12 months after the initial Citizens inspection or if you used your one-time, free follow-up inspection for a dispute or attic-access issue, you will need to purchase a remediation inspection through the private market to verify the updates made to your home.