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Claim Check Questions

  1. What do I do if the bank won't cash my settlement check?
  2. Why did my bank return my settlement check after initially accepting it?
  3. Why is my mortgage company included as a payee on my settlement check?
  4. Do I have to send my settlement check to my mortgage company for endorsement?
  5. The mortgage company listed on my check is incorrect. What do I do now?
  6. Why is there a mortgage company and/or another payee listed on my check who is unfamiliar to me?
  7. What is the best way to send my settlement check to my mortgage company for a faster return?
  8. What do I do if the mortgage company informs me that it will not release the funds, endorse the check or mail it back to me?
  9. Can Citizens transfer the funds electronically to my bank?
  10. I was advised that my claim payment was processed, but I haven't received my check. What can I do?
  11. Can I have my settlement check sent by overnight service?

Settlement Questions

  1. How do I get a copy of my settlement estimate for my mortgage company's review?
  2. Whom should I call if I can't reach my adjuster?
  3. What should I do if my contractor's estimate is more than Citizens' estimate?
  4. Does Citizens have a preferred contractors list?
  5. What is an All Other Perils deductible?
  6. What is a Hurricane deductible?
  7. What if the information about my claim changes or I don't have all the information needed to report a claim?
  8. Where can I send additional claim information/documentation?
  9. What are my rights regarding the claims process?
  10. Should I protect my home from further damage?
  11. Who will review my claim to determine my available coverages?
  12. If I deposit or cash a settlement check, am I able to file a supplemental claim for damages not identified within the original loss?


Claim Check Questions and Answers

1. What do I do if the bank won't cash my settlement check?
There may be several reasons why the bank may not cash your settlement check. Banks require that all payees listed on the check endorse (sign) the check. Every bank has its own guidelines, and you will need to contact the bank for the reason why it won't cash the check.
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2. Why did my bank return my settlement check after initially accepting it?
Contact your bank directly to find out the reason. Banks require that all payees listed on a check endorse it before the bank will process the funds. In addition, if any payee signatures are missing, the bank Citizens uses will not transfer the funds even if your bank accepted the check. Also, any mistake by your bank could cause Citizens' bank to refuse payment.
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3. Why is my mortgage company included as a payee on my settlement check?
In accordance with the Mortgage Clause provision of your policy, the mortgage company or lienholder may be included as a payee if you are issued payment on a claim. Your mortgage company has an insurable interest in the damaged property and is entitled to receive payment. This means that if you have a mortgage, your mortgage company may be required to be listed on any building-related claim payment.

If Citizens has incorrect information about you, the lienholder or mortgage company, it may delay the settlement of your claim. If there are any changes (including names and mailing addresses), notify Citizens or your agent immediately. Provide any applicable documentation in order to process the change request.
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4. Do I have to send my settlement check to my mortgage company for endorsement?
Contact your mortgage company directly to determine its endorsement process. You may be able to locate a local branch to assist you.
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5. The mortgage company listed on my check is incorrect. What do I do now?
Contact and advise your adjuster that the mortgage company is incorrect. Then write VOID across the front of the check, and return the check to Citizens, along with copies of all supporting documents, to make the changes on your policy. Mail the check to:

Claims Operations – ATTN: Check Processing
Citizens Property Insurance Corporation
P.O. Box 19700
Jacksonville, FL 32245-9700

As an alternative, you can provide your documentation, including your voided check, to your Citizens agent's office. Your agent will forward all documents to Citizens to update your policy and request the reissue of your check.
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6. Why is there a mortgage company and/or another payee listed on my check who is unfamiliar to me?
Your check lists the mortgage company and/or loss payee who is on your current Citizens policy. If you think this information is incorrect, call your adjuster and discuss the problem. If the adjuster confirms this information is incorrect, write VOID across the front of the check and return the check to Citizens, along with any supporting documents regarding the correct mortgage company or loss payee. Citizens will make the changes on your policy. Mail the check to:

Claims Operations – ATTN: Check Processing
Citizens Property Insurance Corporation
P.O. Box 19700
Jacksonville, FL 32245-9700

As an alternative, you can provide your documentation, including your voided check, to your Citizens agent's office. Your agent will forward all documents to Citizens to update your policy and request the reissue of your check.
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7. What is the best way to send my settlement check to my mortgage company for a faster return?
The best way to ensure that the mortgage company receives your check is to contact the mortgage company directly for instructions about sending the check to them.
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8. What do I do if the mortgage company informs me that it will not release the funds, endorse the check or mail it back to me?
Each mortgage company has its own guidelines. You must contact your mortgage company directly to discuss its guidelines for releasing claim payment(s) and to determine whether you can receive a portion of the funds to begin repairs to protect the property. If you think your financial institution is withholding funds that are rightfully yours, call the Florida Office of Financial Regulation toll-free at 800.848.3792.
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9. Can Citizens transfer the funds electronically to my bank?
No. Citizens does not electronically transfer funds issued on the settlement of your claim.
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10. I was advised that my claim payment was processed, but I haven't received my check. What can I do?
Contact your adjuster. Your adjuster will verify the date the check was issued and the mailing address to which it was sent. If necessary, the adjuster will initiate a stop payment and have the check reissued.
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11. Can I have my settlement check sent by overnight service?
No. Citizens does not send settlement checks by overnight service. If you have an emergency, contact your adjuster directly.
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Settlement Questions and Answers

12. How do I get a copy of my settlement estimate for my mortgage company's review?
Contact your Citizens adjuster directly. If your claim is closed, contact Citizens at 866.411.2742 to request the record(s).
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13. Whom should I call if I can't reach my adjuster?
  • Call Citizens at 866.411.2742.
  • Email Citizens at Claims.Communications@Citizensfla.com.
  • Fax Citizens at 888.392.6739.
  • Mail:
    Citizens Property Insurance Corporation
    P.O. Box 19700
    Jacksonville, FL 32245-9700

Make sure to include your full name, claim number and policy number on any documentation submitted to Citizens.
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14. What should I do if my contractor's estimate is more than Citizens' estimate?
Citizens will evaluate any supplemental request prior to the start and/or completion of work. If your contractor’s estimate is more than Citizens’ estimate, or there are additional damages found, contact your Citizens adjuster before signing any contract or proceeding with any work. Document any discrepancy with photos, receipts or other documentation.

Some estimates may require general contracting overhead and profit (O&P); however, not all estimates require O&P. The use of O&P is used based on the facts of your individual loss.

If your estimate requires upgrades under building/municipal codes, your policy may provide coverage for such upgrades as Ordinance or Law. Any payments issued for Ordinance or Law will be paid on an incurred basis. If your adjuster is unavailable, call Citizens at 866.411.2742.
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15. Does Citizens have a preferred contractors list?
No. It is your responsibility to select and hire a contractor to complete the repairs. Citizens does not guarantee the repairs and/or workmanship of any contractor. The contractor you choose should be licensed and insured.

If you are displaced from living at your property or if you need to discard any of your insured contents, accurate receipt documentation is required. Please save and provide your adjuster with copies of these receipts.
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16. What is an All Other Perils deductible?
The All Other Perils (AOP) deductible is the amount of any portion of the loss that you have agreed to pay and will be applied prior to Citizens issuing payment for damages covered under your policy. In most cases, a higher deductible amount means lower premiums. Your AOP deductible is shown on your Declarations page and may vary, depending on the type of loss sustained. You selected a deductible percentage when you applied for a policy, and it can be changed midterm.
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17. What is a Hurricane deductible?
Your policy contains a hurricane deductible, which is based on a percentage of your property’s insured value. Your hurricane deductible is shown on your Declarations page and may vary. You selected a hurricane deductible percentage when you applied for a policy, and, in most cases, this deductible can be adjusted only at the policy’s renewal. In most cases, a higher deductible amount means lower premiums.

If there are multiple hurricanes in a calendar year, the hurricane deductible will be applied for each hurricane’s covered losses until it is depleted. Once this occurs, the AOP deductible would apply to any additional hurricane losses.
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18. What if the information about my claim changes or I don't have all the information needed to report a claim?
You can report a claim to Citizens even before you know the full extent of damage. We encourage you to report a claim as soon as you become aware of or suspect damage. A Citizens adjuster will contact you to discuss your loss and arrange an inspection of your property, if required.
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19. Where can I send additional claim information/documentation?
If you have additional information/documentation to provide us about your claim, you can do send it to Citizens in any of the following ways:

  • Contact your adjuster.
  • Call Citizens at 866.411.2742.
  • Email Citizens at Claims.Communications@Citizensfla.com.
  • Fax Citizens at 888.392.6739.
  • Mail:
    Citizens Property Insurance Corporation
    P.O. Box 19700
    Jacksonville, FL 32245-9700

Make sure to include your full name, claim number and policy number on any documentation submitted to Citizens.
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20. What are my rights regarding the claims process?

The State of Florida has a Homeowner Claims Bill of Rights for personal lines policyholders who file a claim. For example, within 90 days, you must receive one of the following:

  • Full settlement payment for your claim*
  • Payment of the undisputed portion of your claim*
  • Citizens’ denial of your claim

* Subject to any dual interest noted in the policy (e.g., mortgage company)

You can review the Homeowner Claims Bill of Rights on the following pages of our website:

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21. If my home is damaged, Should I protect my home from further damage?
Yes. Your policy contains policyholder duties that require you to protect your property from further damages. Should temporary repairs be necessary, keep all damaged parts that are repaired or replaced. Keep all receipts for the repairs, and provide them to your adjuster at the time of inspection. Contact Citizens for coverage and reimbursement.
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22. Who will review my claim to determine my available coverages?
A Citizens claim adjuster will review your claim to confirm any applicable coverage and deductible, which may apply to your loss and:

  • If your policy covers the damage to your property, and the amount of loss is more than your deductible, the adjuster will submit the claim for payment
  • If your policy does not cover the specified damage to your property, Citizens will notify you and cite the applicable policy language
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23. If I deposit or cash a settlement check, am I able to file a supplemental claim for damages not identified within the original loss?
Yes. A complete damage analysis may not be determined until the restoration and repair actually take place.
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