Report a Claim

Experiencing a loss can be stressful and confusing, but reporting a claim should not be. Citizens’ toll-free claims hotline is available 24 hours a day, seven days a week. 

Claims Hotline – 866.411.2742

When you call, a friendly customer service representative will ask you for the following information:

  • Your policy number
  • Your contact information, including any temporary addresses or phone numbers where you can be reached if you have been displaced
  • Damage description (example: tree fell on roof, lightning struck house)
  • Mortgage company information (if applicable)

Call even if you are missing some of this information. Citizens will be able to assist you.

Your customer service representative will enter your claims information and provide you with your claim number, the name of your adjuster and the adjuster’s contact information.

Claims Resources

Important policy contract changes affect payment for emergency measures and permanent repairs following a loss. All new and renewing HO-3, HO-6 and DP-3 policies are affected.

Learn what is changing.

General Information

Brochure: Reporting a Claim in 4 Easy Steps
Managed Repair Program
Policy Changes at a Glance
Policy Changes Emergency Repairs (En español)
Policy Changes FAQs

Policyholder Resources

Call Citizens First Information Card (En español)
Call Citizens First Magnet
Policy Changes Reminder Postcard (En español)
Policy Changes Renewal Letter
Policyholder ID Card
Report Fraud

Recovery Efforts

Catastrophe Response Center Locations

In response to Hurricane Irma, three Citizens Catastrophe Response Centers (CRC) are available to provide in-person service to policyholders who may be cut off from their usual means of communication. CRC staff can answer questions and help you report a catastrophe claim. They also can issue checks for additional living expenses, if this coverage is available under your policy.

Marathon City Marina

800 35th Street Ocean
Marathon, FL 33050

8 a.m.-7 p.m., daily (curfew pending)

Murray Nelson Government Center

102050 Overseas Highway
Key Largo, FL 33037

7 a.m.-7 p.m., daily

Walmart (parking lot)

1425 NE 163rd Street
North Miami Beach, FL 33162

Opening Wednesday, September 20
7 a.m.-7 p.m., daily


Policyholder Declaration of Rights

Citizens is committed to providing the best possible customer service to its policyholders. As part of that commitment, Citizens adheres to the following:

Policyholder Declaration of Rights

  • Created by Citizens as part of its Plan of Operation
  • Applies to all Citizens policyholders

Homeowner Claims Bill of Rights

  • Created by the Florida Legislature
  • Applies to any personal residential property insurance claim filed with property and casualty insurance companies operating in Florida


Download: En español

Download: En español