Claims Center
Claims FAQs
Sinkhole Claims
Policyholder Rights
Citizens is committed to providing the best possible customer service to its policyholders. As part of that commitment, it adheres to the following:

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.

Reporting a Claim in Four Easy Steps

View a printable version of the Life of a 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.