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Citizens Property Insurance Corporation

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130 reviews found
img 4/5.0 30, Apr 2024

Clear Communication and Fair Coverage

Filing a claim for roof repairs with Citizens was a smooth experience. The adjuster was punctual and detailed, and the process was transparent. Communication was consistent, and the payout was fair. Though the timeline was longer than hoped, regular updates helped ease concerns. Citizens proved reliable and clear, offering peace of mind in uncertain times.

img 5/5.0 24, Apr 2024

Reliable Service in a Tough Situation

After significant storm damage, Citizens was responsive and professional. Their adjuster was thorough and helpful, explaining our coverage clearly. The company kept communication open and delivered the payout within the promised timeline. This support made a tough time easier to handle. I appreciate their steady approach and would recommend Citizens for those needing dependable property insurance.

img 4/5.0 18, Apr 2024

Smooth and Clear Process

Citizens made filing our claim for wind damage easy and straightforward. The adjuster was scheduled quickly and provided a thorough inspection. Communication was clear, and we knew what to expect at every stage. The payout was fair and helped with repairs. Though the process wasn?t immediate, the regular updates helped us stay informed and reduce stress. Their professionalism and transparency made a difference. I?m satisfied with how Citizens handled our claim and feel confident continuing with their coverage.

img 1/5.0 15, Apr 2024

Inspection Took Too Long

It took over three weeks for an inspector to arrive. Damage was worsened, the contractors would not begin work until they have documents from the insurance company. That initial delay cost time and money.

img 5/5.0 12, Apr 2024

Kind and Knowledgeable Team

Our experience with Citizens after filing a claim for water damage was very positive. Their representatives showed genuine care and patience, taking time to explain the process thoroughly. The adjuster was prompt and professional, making sure to answer all our questions. Communication was frequent and clear, which made a stressful situation easier to manage. The payout arrived in a timely manner and covered what was expected. Citizens demonstrated both kindness and expertise, which gave us confidence during a difficult time. I would recommend their services to anyone looking for a trustworthy insurer.

img 2/5.0 09, Apr 2024

Reps Give Mixed Information

Different representatives provided very different responses concerning the coverage of the policy. One said repairs were covered, but another said repairs were not covered making it difficult to make decisions when the information was everchanging.

img 4/5.0 06, Apr 2024

Dependable When It Counts

We?ve been policyholders for several years, and recently had to submit a claim after storm damage to our roof. Citizens provided clear instructions on filing the claim and scheduled an inspection quickly. The adjuster was polite, professional, and thorough. Communication was good throughout, with regular updates on the claim?s progress. The payout was fair and helped cover repair costs. While the process took some time, the transparency and steady service were appreciated. Citizens has proven dependable when it matters most, and I would continue to trust them with our property insurance needs.

img 1/5.0 03, Apr 2024

Unclear Policy Coverage

I thought my policy covered interior water damage, but it did not. The definitions were vague and misleading. I only found out after filing the claim and getting a denial letter.

img 5/5.0 31, Mar 2024

Calm and Clear Claims Handling

Facing roof and siding damage after a strong storm was overwhelming, but Citizens helped guide us through the claim. Their team was calm, clear, and responsive from the start. The adjuster was professional and explained each step carefully. They maintained open communication and responded promptly to our inquiries. The payout matched the coverage we were told about and helped cover most of the repairs. Citizens made a difficult process much easier and less stressful. Their support during such a challenging time was invaluable, and I?m thankful for their professionalism and care.

img 2/5.0 28, Mar 2024

Delayed Claim Communication

The lack of consistency in communication after I filed my claim has been frustrating. I had to make several calls to get any updates and even in those scenarios the information was vague. It added stress to what was already a stressful situation.

img 4/5.0 25, Mar 2024

Clear Process and Supportive Staff

Citizens handled our recent claim for roof damage efficiently and with transparency. The claim was filed online without difficulty, and their support team was helpful when I had questions. The adjuster arrived promptly, examined the damage thoroughly, and explained coverage details. Communication remained consistent throughout, and we received a fair payout. While processing took a bit longer than expected, the staff kept us informed, which made the wait easier. Citizens provided dependable service when we needed it, and I would recommend them to others looking for reliable property insurance in Florida.

img 2/5.0 22, Mar 2024

Mobile App Doesn?t Work Well

The mobile app sucked! There were issues at every kind of step since the insurance app would not let me upload documents or approve claim transaction updates. The customer service people told me to go to the desktop and log in like this is easier to use, and the whole intent would be worthless.

img 5/5.0 19, Mar 2024

Thorough and Supportive Service

After a hailstorm caused damage to our roof and windows, Citizens was quick to respond to our claim. Their representatives were helpful and answered our many questions patiently. The adjuster was punctual and detailed in the inspection, ensuring nothing was overlooked. I appreciated the clear communication and regular updates, which helped reduce uncertainty. The final payment reflected the scope of damage accurately, and we were able to proceed with repairs immediately. Despite the inevitable stress of property damage, Citizens made the process as smooth as possible. Their professionalism and dedication to service are commendable. I?m glad to have chosen them for my homeowner?s insurance.

img 1/5.0 16, Mar 2024

Claim Took Too Long

My claim lasted a total of over 3 months. The entire time I felt like, I was the only one managing my claim, I had to call consistently and with a lot of time in between before anything would change. Not what I expected from a state-sponsored insurance provider.

img 4/5.0 13, Mar 2024

Reliable Assistance After Storm Damage

Our home experienced wind damage during a recent storm, and Citizens was there to assist us. They made the claim submission process easy and responded promptly. The adjuster was knowledgeable and respectful, carefully documenting the damage. While the final payout wasn?t immediate, the company communicated delays and kept us informed throughout. The compensation allowed us to complete necessary repairs without financial worry. The team?s honesty and steady follow-through stood out in an industry known for frustrations. Citizens gave us peace of mind and helped us recover efficiently.

img 2/5.0 10, Mar 2024

Confusing Policy Language

The information in some of the documents is a mixture of legalese and is hard to understand. I thought for sure that I had coverage for a leak in my roof, but it turns out that type of leak was specifically excluded from coverage. I found this out for the first time when I relayed the facts when doing my claim.

img 5/5.0 07, Mar 2024

Efficient Handling After Water Damage

Following an unexpected plumbing issue that caused significant water damage, Citizens stepped in promptly. Filing the claim was straightforward, and their customer service team was very responsive. The adjuster visited within days, carefully inspecting the affected areas and explaining the next steps. Throughout the process, they maintained clear communication, which helped reduce the stress of coordinating repairs. The payout arrived within the promised timeframe, covering most of the repair costs. Citizens showed professionalism and empathy during a tough time. Their consistent updates and transparency made a huge difference in how smoothly things went. I feel reassured knowing they?re there to support homeowners in Florida when issues arise.

img 1/5.0 04, Mar 2024

No Follow-Up After Inspection

The adjuster was here in a timely fashion, but I never got updates after that. I called several times and they just said that someone would be in touch. Weeks passed, there was no case progress. It is stressful to feel like you are in a claim and fell off the map.

img 4/5.0 01, Mar 2024

Helpful and Reliable Through It All

When a tree fell on our property during a storm, Citizens handled the claim professionally. They scheduled the inspection quickly and provided updates at every step. The adjuster was courteous and thorough, helping us understand our coverage and options. Though it took some time to process the claim, they were transparent about the timeline and didn?t leave us hanging. The payout was fair and sufficient to cover repairs. Citizens may not be flashy, but their reliability and steady service are exactly what you want when you?re dealing with property damage. I?d choose them again without hesitation.

img 2/5.0 27, Feb 2024

Hard to Reach Anyone

Every time I reached out for assistance, I was stuck on hold for over 30-minutes. My calls were dropped and the number for the callback feature was useless, which meant that I had to keep calling back to just get status updates on the claim. It wasn't ideal when it has to do with your dwelling being potentially worthless.

img 5/5.0 24, Feb 2024

Caring and Professional Service

The aftermath of a hurricane can be overwhelming, but Citizens made filing our claim simple and understandable. Their team responded quickly, and the adjuster was knowledgeable and kind, taking time to explain each step. The communication was excellent?we always knew where our claim stood. Though the process took several weeks, the payout matched what was promised and helped us get our home back in shape. I appreciated how they didn?t rush or pressure us, which made a big difference during a stressful time. Citizens provided solid support when we needed it most. I feel confident recommending them as a dependable insurer.

img 1/5.0 21, Feb 2024

Felt Like They Didn?t Want to Pay

Based on my experience with this processing I came to the conclusion that Citizens was more interested in finding ways to deny payouts, or avoid paying claims to homeowner's than providing help. It seemed like every step along the way was designed to delay the process or deny payouts. There were confusing forms to fill out, waiting weeks for an inspection, it felt like I was being judged or tested instead of representing a claim for damage to my house. At the end of the process they denied my claim citing confusing language in the policy that made no sense. I came away with the conclusion that customer care is not a priority.

img 4/5.0 18, Feb 2024

Fair Process with Clear Communication

After I submitted my claim for roof damage it was pretty easy and professionally handled. Citizens made it clear from the beginning what I should expect and the adjuster arrived on time. Their communication made it so I never had to guess about what was going to happen next, which helped relieve my stress. The payout covered most of the repairs which allowed us to restore our house without taking out a loan. The timeline was longer than I would have liked; however, I appreciated their honesty about the delays. Overall, Citizens handled everything professionally and respectfully and made the entire situation less stressful. I appreciate the knowledge that they are willing to stand behind their policies and keep the customer informed from beginning to end. Would recommend them to anyone.

img 2/5.0 15, Feb 2024

App Doesn't Work as Expected

I wanted to use the Citizens app to manage my claim but it was hardly usable. Documents would not upload, I experienced constant errors, and I could never get real time updates on my claim. When I finally called for help, the representative basically said I should be using the website instead. If the app is unusable, there should be no reason to advertise a solution that is not supported.

img 5/5.0 12, Feb 2024

Consistent Support in Difficult Times

Our home was damaged, which is a very stressful situation! I would like to say that Citizens helped us overcome that stressful burden. The claims process was well organized and easy to follow, especially after a big storm. The adjuster was very thorough and professional, clearly outlining what was covered and how long they expected it would take. Communication was regular, with every step along the way. While the claim took weeks to settle, they consistently provided updates. They also provided a fair payment to allow us to get repairs done very quickly. It felt like we were not just a claim number, but valued clients. What impressed me most, was Citizens ability to work through a large number of claims without losing quality of service. Their team made this challenging situation so much more tolerable and I have a level of confidence continuing our policy with Citizens.

img 1/5.0 09, Feb 2024

Disconnected Communication Channels

There seems to be limited communication between the departments. I was told one thing by customer service, another thing by the adjuster and a third thing by someone on the underwriting side. None of them were aware of what the others told me. And I spent more time trying to get them to communicate with each other, rather than trying to resolution to my issue. It is frustrating that the system is reliant on the customer to figure everything out.

img 4/5.0 06, Feb 2024

Clear Guidance and Fair Results

We had roof leaks from a windstorm earlier this year. Citizens was our carrier, and we immediately reached out. They guided us on how to file the claim in one step. Within a few days, the inspection was scheduled, and the adjuster came out in a timely manner. He was very patient with us and answered all our questions. The claim was inspected, and we received the review in a couple weeks. The decision was what we needed. And there were no surprises. They also walked us through how to address the necessary repairs and provided some other maintenance related tips. They took a very small amount of time to process the paper work, but always returned our phone calls, and kept us informed of the process. Citizens gave us the level of attention that made the entire process less stressful. It did not feel like we were just another number in their system. I wish for them the same and am grateful for how they were in this situation, and I would certainly recommend them to someone that needs affordable basic reliable property coverage in Florida.

img 2/5.0 03, Feb 2024

Claims Department Feels Overwhelmed

The claims department appears to be pushed to their limits and working without support. Each time I called them I went on hold for long periods, and even when they returned my call, their update was vague. They rarely provided follow up unless I had reached out to them. I understand they may have extensive amounts of claims currently, but that doesn't mean they cannot provide consistency or urgency. I hung up the phone most times unsure if my claim was even being assessed. There is certainly a better way to regain customer trust through better communication and organization.

img 5/5.0 31, Jan 2024

Excellent Handling of Our First Claim

At first, we found filing our first home insurance claim daunting, but Citizens made it easy and stress-free. Our water heater had leaked, and caused damage to part of the floor and some of the walls. We made our claim right away, and their support line was a really helpful resource. The process of making the claim was simple and fast. Within a few days of our initial call with Citizens, an adjuster came out and assessed the damage thoroughly. After the visit, we received a quote complete with a breakdown of coverage. The payment was processed within two weeks. The most surprising aspect was how easy it was to connect with their staff when we had questions. We never felt brushed off or lost in the system. We received not only effective but kind service too. For the stressful scenario of home repairs, citizens provided us with the peace of mind we needed. We have heard people complain about other insurance companies taking their time with claims, or at least that was not our experience. Citizens showed us that good service is sometimes still possible in this industry!

img 1/5.0 28, Jan 2024

No Transparency in Adjustments

Once I had submitted my claim, I was given a payout amount without any details. I had no idea how it was figured out, whether there was any reduction or what the payout included. After a couple of calls, I finally received a statement after a few days and the statement was vague. There is a lack of transparency in the process which did not allow me to plan for repairs, or verify whether I received fair compensation. Customers deserve good documentation during a time of significant damage to their property.

img 4/5.0 25, Jan 2024

Reliable and Fair Over the Years

We have had our homeowners insurance through Citizens for several years now and they have been a good choice. In the number of years we have had the insurance, we have only had one claim, which was handled properly and promptly. The claim was for roof damage due to heavy rains from a storm; and the inspection of the roof was scheduled promptly. The person who came to inspect the roof was prepared and was aware of the area and issues surrounding the storm. It took longer than expected to receive the check, but all communication during the claim process was consistent. We appreciated that there were no surprises or exclusions in coverage. Citizens was fair, and the claims experience helped lessen an amount of stress related to getting the work completed. In insurance, what matters most is peace of mind, and Citizens has provided us that experience thus far. Citizens is not perfect, but they are responsive and do try to get things right. We feel confident having them as an insurer knowing that Florida is unpredictable when it comes to weather.

img 2/5.0 22, Jan 2024

Claim Denied on Technicality

I went through the entire process of filing a claim for interior water damage and everything seemed to move smoothly until the adjuster denied the claim based on a small technicality, which was deep in the policy. It seemed like a stretch to have a claim denied on what was essentially a very small technicality and I was left holding the bill. I thought insurance was supposed to provide support in times like this and not try to find loopholes to deny a claim.

img 5/5.0 19, Jan 2024

Great Help After Hurricane Damage

Following Hurricane Ian, we had a severe loss on our property, too - roof and structure damage, broken windows and leaking water. After it was safe for us to do so, we reported our claim. I can't even fathom the number of claims they probably have to deal with. Citizens apparently has a huge job to do, regardless they did well with my case. They were clear on how long it would take! We appreciated that and found it nice that they communicated how long after the visit would we be hearing from them on our report and claim. The adjuster went above and beyond with our visit and reported on every point of damage. The entire process took around four weeks from start to finish. After providing substantial evidence we felt compensated fairly. They allowed us enough funds to get the repairs done quickly. What impressed me was that we were never left wondering what was happening, they called when they said they would! And they sent all information in a timely manner! I think for a major disaster, they handled my claim reasonably well, they demonstrated professionalism and empathy. After my experience with Citizens, I learned I can trust home insurance companies again. I am so grateful they were there in a time of chaos. The whole team worked so incredibly hard in some trying conditions to make a significant difference for us!

img 1/5.0 16, Jan 2024

Policy Renewal Notice Came Late

I discovered my policy was up for renewal when I received a warning letter about a lapse in coverage. The renewal notice arrived days after the grace period. I called to ask why the renewal notice came late, and no one had an answer. I ended up paying a late fee just to stop the coverage from being canceled, not through my fault or delay. These types of mistakes are just poor management and cumbersome to policyholders.

img 4/5.0 13, Jan 2024

Professional and Communicative

We have been with Citizens for multiple years and have never filed a claim, until this year. When our house was affected by strong winds and tree debris during a summer storm, I was unsure of the process of filing a claim with them. Initial thoughts were I hoped they could just cover some of my damages quickly. The the claims process turned out to be simple and quick. They assigned the claim to an adjuster that contacted me in an appropriate time frame. The adjuster contacted me immediately, arrived promptly, and was professional and friendly. He walked me through everything about the incident and made sure that we understood what our coverage included. The claims process was slower, than what I had hoped, but communication was steady so I always knew what was happening. The final payout was fair and got us over the majority of the hurdles of repairing our damages. Although I was hoping for a quicker response time, I was happy how organized and transparent the whole experience was. I've dealt with other insurance companies in the past and Citizens has been the most reliable. It is comforting that they are consistent when things go wrong.

img 2/5.0 10, Jan 2024

Poor Documentation Handling

I provided all documents needed for my claim submission, but Citizens lost my paperwork two times. Both times, I re-sent everything and wait again, significantly delaying the claims process, and no one could articulate a reason for their mistakes. Citizens is a claims and a personal information sensitive company and should have a much better system for submitting documents and confirming receipt.

img 5/5.0 07, Jan 2024

A Positive Experience During a Rough Time

We weren?t really sure what to expect when a storm took out the siding and roof of our house. Citizens made it 1000% easier than we thought! Filing was simple, and in a matter of days, we had an adjuster come out. He had good manners, and was very professional, and walked us through everything. The payout took a while, but it was delivered within the time they promised, and it was enough to cover what we needed. We liked that we were updated without having to contact them, and that each phone call we made there was patience and clarity in describing what we needed to do next. They did not over promise and delivered exactly what they said. Something that could have been a nightmare with insurance turned out to be easy with their team. It was refreshing to deal with a company that genuinely cares about its customers and takes the time to explain things. Citizens gave us peace of mind at a time when we really needed it.

img 1/5.0 04, Jan 2024

Lack of Urgency on Emergency Claim

After a pipe burst and flooded a part of my house, I reached out to Citizens expecting at least emergency help initially. There was no urgency to get to me from Citizens. It wasn't until almost a week later that an adjuster came out, and in the meantime I was trying to minimize the damage from the flooding. There should be some expedited process for these types of circumstances! I realize there are delays, but a little organization and communication could've gone a long way!

img 5/5.0 01, Jan 2024

Above and Beyond Expectations

After suffering extensive water damage from a burst pipe, we called Citizens to get the claims process underway. I was prepared for the usual long and tedious back and forth with an insurance company but was surprised to have a positive experience with Citizens. Citizens was responsive from the beginning. We filed online and were contacted within 24 hours of our claim, and had an adjuster out later that week. The inspection was complete, but what I appreciated most was the adjuster?s ability to break down the entire process in a way that was understandable. Most importantly, Citizens followed up by calling to ensure we received the estimates, confirmed timelines for repairs, and we received payment within two weeks. Overall, they took a very stressful home repair situation and made it much less daunting and stressful. I was very pleased with their performance! There were no hidden fees, no confusing policy language, and everything was clear and understandable. I did not expect such an incredible level of service from an insurance provider, but I feel that Citizens went above and beyond for our needs. I am completely satisfied.

img 2/5.0 29, Dec 2023

Coverage Gaps Revealed Too Late

I learned the hard way that some things I assumed were covered, were not. When a tree fell, and damaged my fence, and part of the outside, I made a claim. It wasn't until later, that I found out that some types and locations of damages weren't covered by my policy. That should've been much more clear during enrollment, because having a policy that looks good on paper, but doesn't help you when you need help is pointless.

img 4/5.0 25, Dec 2023

Helpful and Transparent Claim Process

We needed to open a claim after a large branch fell on our roof and into the house; this caused damage inside our house from the water that came into the house. Honestly, the entire experience from the point of filing a claim to payout was way smoother than I thought it would be. Citizens assigned an adjuster very quickly, within a few days of making the claim, and that individual submitted a report very quickly for my claim. Citizens called at each step to provide an overview of the next steps, which I really appreciate because we never had to wonder what was happening next. I appreciated that there was no run-around, and all the individuals we spoke to seemed to know what they were doing. The payment was not instant, but it came on the timeline we were promised. We were able to get the repairs done very quickly because there were no delays on Citizens' side. It felt like they really wanted to be helpful, not just complete a transaction. After hearing nightmare stories of experiences from other insurance companies/investigators I feel very thankful that we did not have a nightmare experience with Citizens.

img 1/5.0 23, Dec 2023

Inadequate Support for Roof Claims

Wind damage to my roof; I submitted a claim believing there would be some level of coverage. The inspection was quick, but their final determination stated that the damage was ?pre-existing,? I had inspected the roof just weeks before and it had been in good condition! They refused to pay anything and I had to pay out of pocket! When I went through appeals, it went nowhere. It felt like they were actively looking for reasons not to pay.

img 5/5.0 19, Dec 2023

Professionalism from Start to Finish

From my initial call to set up my homeowner?s insurance until having to file a claim due to roof damage, everything was handled by Citizens in a very professional manner. Their reps were very knowledgeable and patiently answered all my questions without rushing me off the phone. Filing my claim was very simple and I received multiple follow ups and status updates about the expected timeline. The adjusters was courteous, on time, and explained my coverage in detail. When the check arrived, it was exactly what they said would be covered. I never felt like the left out of information loop. In fact, I appreciated the way they walked me through the entire process and didn't take advantage of my ignorance of the typical homeowner's insurance processes. This was the first time dealing with a home insurance claim and thanks to Citizens it was manageable. I felt genuinely taken care of.

img 2/5.0 17, Dec 2023

Hard to Reach a Live Person

Getting a live agent on the phone shouldn?t take more than 30 minutes every time. I have been put on hold several times only to get disconnected without warning. The callback option hardly ever works. Once I finally did talk to a person, they couldn?t help and transferred me to another department. It really feels outdated for this to be the communication method, and the lack of real-time help is frustrating when you need to take care of time-sensitive issues.

img 4/5.0 13, Dec 2023

Steady Support Over the Years

We have been insured by Citizens for quite a few years now and they have been a continuous presence through Florida?s variable weather. Their rates have been fair in comparison to the market rate which has experienced some volatility. We recently had a small issue with flooding due to plumbing issues and Citizens handled it effeciently and quickly. Filing the claim on their website was easy to do, the adjuster came out as scheduled, did a thorough review, and filed the report in no time. During the process, we were informed and updated at every turn. There were no additional hoops to jump through, and no hidden language. The processing took about 3 weeks, but it was managed better than I anticipated. The payments were issued to us without any chasing anyone. That level of consistent service is the number one reason we have stayed with Citizens for so long. They?re not shiny or overly sales-y, instead they?re trustworthy, and as far as an insurance company goes, that?s everything.

img 1/5.0 11, Dec 2023

Confusing Policy Language

The terms used in the policy papers are vague and confusing. I tried to understand it myself but ultimately had to call in for clarification and even then the representative had to check with someone else. I don't know what could be more important than your home but I know the last thing you want are legal terms and vague words. It is challenging to feel you are protected.

img 5/5.0 07, Dec 2023

Reliable When We Needed It Most

Citizens responded quickly after hurricane winds damaged our roof and some siding. We filed online and received a call the next day to verify steps. Inspection was set up quickly, and the adjuster was professional and explained the process. Although it took some weeks to finalize everything they were readily available when I called for questions. The most important thing was they clearly communicated every phase from inspection to approval to payout. We never felt in the dark about what was going on. The payout seemed fair and helped cover most of the repairs. I am amazed at how efficiently everything was carried out, considering how many claims Citizens must have been processing at that time. This was a stressful time for our family, but our experience with Citizens was beyond our expectations. We appreciate they were available to support us.

img 2/5.0 05, Dec 2023

Limited Coverage in Critical Areas

I looked at my policy more closely in reviewing my claim and I discovered how narrow much of the coverage actually is. Key items like water backup and roof damage had so many exclusions the coverage offered barely offered a safety net whatsoever. I know it is a limit to coverage but it would have been good to have that at enrollment. I thought there would be basics if anything happened but I found out that was untrue when I needed to make a claim.

img 4/5.0 01, Dec 2023

Solid Coverage Without Drama

In the very best way, my experience with Citizens has been completely uneventful. With no surprises or hidden fees and then when I finally had to file a claim it was exactly as I imagined it would be. This is what insurance should be for me - reliable with no drama.

img 1/5.0 29, Nov 2023

Claims Process Felt Disorganized

Making a claim through Citizens was like trying to solve a puzzle when you?re missing many of the pieces. Every process needed a personal phone call and nothing advanced until I kept pushing them. Explaining the situation again and again to others didn?t make things easier. The left hand really doesn?t know what the right hand is going to do. That experience lasted more than a few months and at that point, I made my own repairs so we could proceed.

img 5/5.0 25, Nov 2023

Reliable During Tough Times

Citizens made our claim process easy after the storm damage we sustained as a result of the winds created roof and gutter damage. The settlement was fair, and I appreciated the speed of the adjuster and their followup. They gave me suggestions on contractors which helps keep things on track. I can't ask for much more from an insurance company.

img 2/5.0 23, Nov 2023

Frustrating Renewal Experience

Renewing my policy was not as easy as I had hoped. Due dates were different in the messages I got and almost everything was canceled due to a processing error from them. I made three calls, but I still don?t know if the documents were processed correctly. Where things should?ve been easy, they made my life more stressful.

img 4/5.0 19, Nov 2023

Good Experience for New Customers

As a new homeowner, insurance was intimidating. Citizens took their time to walk me through the steps of what coverage was right for me. I never felt pressured to add on unnecessary coverage, and they patiently worked through my multiple questions. I have not had any issues so far and I feel like I made the right choice.

img 1/5.0 17, Nov 2023

Poor Follow-Through on Promises

Agents I spoke with over the phone were friendly, but there was not much action afterward. People often told me a supervisor would reach out and this never happened. I found that I had to tell the story all over again each time I called to follow up. The story keeps changing and asking simple questions gets tiring. My claim was locked up for weeks because there was no single call to confirm information within the institution.

img 5/5.0 13, Nov 2023

Felt Supported After the Storm

When a tree fell on my fence during a bad storm I filed a claim. I was contacted within a few days and the company checked in with me regularly. They respected the urgency of the situation. They made me feel like they were prepared and organized and that made my recovery easier.

img 2/5.0 11, Nov 2023

Delayed Inspection Caused Issues

Waiting for an inspector to arrive caused bigger problems than the initial damage. As mold spread, contractors said they would not start on the project without proof from Citizens. When the inspector got here, they were surprised I hadn?t left sooner. High volume can bring about delays and so there should be a way to get help faster in an emergency. I had to take on the stress myself while I waited.

img 4/5.0 07, Nov 2023

Simple to Update Policy

I made several changes to my house and had to update my insurance; Citizens made the process simple. The experience involved no complicated forms and minimal hold time, which meant I spoke to agents who understood what I needed and timely got it done. There was no time wasted or extra stress involved with that kind of service.

img 1/5.0 05, Nov 2023

No Updates on Claim Status

I haven?t received any communication after I sent my claim. All I hear is crickets. Time and again, all I was told was, ?someone will contact you.? Things never turned out that way. I didn?t know if a team was examining the claim or it was just being forgotten. When something like home damage happens and there?s no information, things often become very confusing. Since it is backed by the state, I expected there would be more organized rules in place.

img 5/5.0 01, Nov 2023

Friendly Service and Fair Process

I always found the staff to be polite and friendly. They listened closely, walked me through my policy when I had questions, and acted on my requests for assistance. As I watched my neighbor go through a difficult delay while dealing with another company regarding the same issue I had, I realized what a pleasant experience Citizens had made for me.

img 2/5.0 30, Oct 2023

Hard to Get Clear Answers

Whenever you speak to customer service, it?s like choosing a random answer on a spinning wheel. When I asked one agent how to submit my paperwork, they said email, but another insisted on using the portal. One of the representatives gave me the wrong details about my claim. I had to confirm every deadline multiple times to be sure I wouldn?t miss them. To add to the already tense situation, receiving information twice because of differing messages from the airline is even more frustrating. The agents on the line are considerate, yet the system doesn?t help them.

img 4/5.0 26, Oct 2023

No Surprises in Coverage

What I liked most was the clarity. There were no surprises. The policy was clear as to what was and was not covered, and when we had to file a claim for some exterior damage, what we received was consistent with what we expected. It is refreshing in this world to work with a company that doesn't make you chase them.

img 2/5.0 24, Oct 2023

Difficult to Navigate Claims Portal

The online way of filing a claim was meant to make it simple, but it turned out to be quite confusing. All of my uploaded documents were gone, the updates were delayed and I couldn?t view my claim status. The customer service representative told me to either wait a bit or use a different browser. When making a claim to a major insurance company, you don?t get the transparency you need regarding handling property damage, mainly due to their outdated system.

img 5/5.0 20, Oct 2023

Timely Help and Good Guidance

We had an issue with our roof, and weren't sure if it was covered. Citizens helped us determine that, sent out an adjuster quickly, and guided us through the process for the claim. There was no stress to manage the situation, which I did not expect from an insurance claims process. Their advice and patience allowed us to manage repairs without losing availability due to the timing of a payment.

img 1/5.0 18, Oct 2023

Inconsistent Information Provided

I had three separate conversations with agents in a week and their responses weren?t the same. There was one that told me I could have my roof covered, but another gave me a no and the last said they?d let me know later. The call never came to me. Amid my homeowners insurance process, I discovered that having straightforward information would have made it much easier. I still don?t know all the details of what my policy covers.

img 4/5.0 14, Oct 2023

Pleased With Their Communication

Whenever I had a question, someone from Citizens got right back to me, promptly. I could reach out to them by email or phone, either way, when they replied, they were clear and helpful. I never felt like I was left to wonder. When you're dealing with insurance, communication is the key, and Citizens was always on point in that regard.

img 2/5.0 12, Oct 2023

Claim Took Months to Resolve

A water damages claim from earlier this year took nearly four months to resolve as well! The communication was scanty, I could call and follow up but when I did, I either got vague responses, or they said someone else would call me back. I never knew what was actually going on with my claim. The payout was eventually issued, but it only barely covered the easy repairs! Citizens may have basic coverage but they totally lack an efficient workflow; everything is a slow moving puzzle you have to constantly harass to get moving, as a customer!

img 5/5.0 08, Oct 2023

Solid Experience with My Claim

I filed a claim for some small water damage and was impressed at how painless it all was. The adjuster was pleasant, they processed the paperwork quickly, and the money was deposited in my account within two weeks. Everything went much easier than I thought it would. It was also nice to be kept in the loop and feel like I didn't have to fight to get what I deserve.

img 1/5.0 06, Oct 2023

Lack of Coordination Between Departments

I called to follow up on the update to my policy, and was told the update would be completed. I later received a letter a month later that said it had never been made, and that my coverage was at risk. I called again, and called again and was moved around in a blender, then told by three different folks three different things. It would seem one hand doesn?t know what the other is doing! I finally sorted it out at the expense of time and effort, and repeatedly prompting. When it?s home insurance, I expect better communication and better processes!

img 4/5.0 02, Oct 2023

Good Rates and Clear Coverage

Citizens may have gave us one of the better rates compared to other insurers, especially considering how old our home is. The coverage was well defined and we added on additional coverage with no issues at all. While we haven't had to file a claim yet, the customer experience and overall communication is has been straightforward and pleasant to work with.

img 2/5.0 30, Sep 2023

Slow Response Time After Storm

Following a major storm, I did file a claim at a reasonable time, thinking help was on the way. It took over three weeks for someone to arrive to do the inspection. I kept calling from time to time and most of the time spoke to someone different because it became impossible to get the same person twice. No one ever seemed to know the status of the claim. When the adjuster did finally arrive, they were polite and courteous, but it created a lot of undue anxiety and uncertainty. I am sure they were handling a substantial caseload in those moments, but there could have been some type of follow up or timeline provided to help calm concerns.

img 5/5.0 26, Sep 2023

Dependable When It Mattered Most

We were a bit naive when we first joined Citizens, but Citizens came through when it counted. After some wind damage to our siding, they sent out an inspector the next week, and then processed our claim shortly thereafter. It wasn't just the money; they actually took the time to follow up and answer our questions and made sure we were taken care of. That was a big deal.

img 4/5.0 24, Sep 2023

Courteous Staff on Every Call

Whether I have called about billing or merely asking for policy information, I have never felt anything but respect. It is nice to feel like a customer instead of a number.

img 4/5.0 20, Sep 2023

Guided Me Through Every Step

When I filed my first claim with Citizens, I had no idea what to expect. I appreciated the way they guided me every step of the way, from gathering the documents to explaining where to find the adjusters report and how it worked. My payment wasn?t instantaneous, but it came as per the timeline given. And they were honest and kept in touch regularly. That made the difference.

img 5/5.0 18, Sep 2023

Trust Has Built Over Time

I have been with Citizens for a few years. I have not needed to interact with them much, but in the few times I have, they were always professional and easy for me to deal with.

img 5/5.0 14, Sep 2023

Easy to Reach and Helpful

One of the greatest things about Citizens has been their availability. I don?t think I have ever waited more than a few minutes when I?ve had to call, and most of the time the service representatives seem to be well trained. When I updated my coverage due to renovations recently, it was a simple process, and my coverage was documented clearly. I felt confident that I was making well informed decisions with help from people who really know their stuff.

img 4/5.0 12, Sep 2023

Coverage Makes Sense for Price

While some friends receive less coverage from other companies, they do not have the same level of service. I value that Citizens allows me a fair price for my peace of mind.

img 4/5.0 08, Sep 2023

Consistent Year After Year

We?ve been with Citizens for several years now, and everything has been fairly consistent. We have not had any significant claims, but they have always been available for minor questions or simple policy changes. When we did experience a small issue with our roof, it was handled professionally, some potential delays, but nothing extreme. We feel confident that we have a coverage we can depend on.

img 4/5.0 06, Sep 2023

Communication Was Steady

I like to know that Citizens does not leave you in the dark when there are no updates, they will reach out just to let you know that activity on your request is still ongoing, just as were instructed.

img 5/5.0 02, Sep 2023

Supportive After the Hurricane

Our home was impacted by a hurricane last season and Citizens helped us every step of the recovery process. From the moment we filed a claim, the whole team was responsive and very helpful. They scheduled inspections, payments were fair and within a reasonable time frame. They even offered recommendations for temporary repairs and resources to consult which assisted us in avoiding further damage. During an unfortunate time of chaos, there was very little that was reliable, but Citizens was one of those entities. Citizens helped us return to our normal life much sooner than we would have expected.

img 5/5.0 31, Aug 2023

Documents Arrived Promptly

After enrolling, everything arrived very quickly with no incomplete items. Everything came prepared understandably. It made me feel that I made the right choice with my company.

img 4/5.0 27, Aug 2023

Efficient and Straightforward

Filing a claim with Citizens was much easier than I believed it would be. The online interface worked great, and the adjuster who came out was professional, competent, and friendly. The process took a few weeks yet everything was communicated clearly. From step 1 to completion, I knew where my claim was at. The approval came quickly so I was able to do the repairs rather quickly. I wouldn't say it was easy, but I was happy with the efficiency and competency Citizens displayed. That's what is important in situations like that.

img 4/5.0 25, Aug 2023

Took the Time to Listen

I called in with a number of questions and the representative did not just rush me off the phone but listened and thought through their responses. That is fantastic service!

img 5/5.0 21, Aug 2023

Went Above Expectations

Not only did Citizens handle our roof claim, but I felt like they handled the process with legitimate professionalism - to the extent they exceeded my expectations. They didn't over-promise, but never did we feel like we were begging them for coverage. The process from inspection to the payout was expedited and respectful. The follow-up was impressive - just to make sure we had all the documents and were satisfied with the resolution. The entire experience was definitely smoother with their attention to detail. While I can tell that Citizens has made changes for improvement, and they really are listening to their customers.

img 5/5.0 19, Aug 2023

Positive First Claim Outcome

My first claim with Citizens went very smoothly. They walked me step by step through the insured event and did not slow the process down, and they reimbursed me quickly.

img 4/5.0 15, Aug 2023

Clear Policy and Fair Rates

I have enjoyed many aspects about Citizens, but I have especially enjoyed how clear the policies have been with Citizens. The paperwork may seem lengthy, but the agents I have spoken with have done a great job of breaking it down and helping me understand what is included. The rate I got was certainly better than other companies I looked at and I didn't have to forego important coverages. When I had to change a payment method for Citizens, the process went really quickly and it was handled without confusion - it is little things like that, that makes me happy.

img 4/5.0 13, Aug 2023

Friendly and Informed Agents

The agents I spoke with were polite and knowledgeable. They weren't just reading a script, they took the time to explain and there was no rush.

img 5/5.0 09, Aug 2023

Fast Response During Storm Season

Another thing is how quickly Citizens response after a summer storm came through our area. I logged onto their site to report damage and was contacted in two days. The inspection was quickly put on the schedule and I received a payment soon after. I appreciated how well they did, even with the number of claims they were processing. They even checked back in later to ensure I was okay. It felt like more than just a transaction; it felt like compassion or at least concern. In high stress times, like after a natural disaster, having an insurer who actually responds makes a difference.

img 4/5.0 07, Aug 2023

No Hassle Setup Process

Setting up my new policy did not require tons of forms or calling people relentlessly. I had one call with a company representative and just a few emails, and my policy was in place. It was easy and efficient.

img 4/5.0 03, Aug 2023

Professional and Consistent

In general, I'm satisfied with my experience with Citizens. I've renewed my policy twice and my rates are stable, which is unusual nowadays. I haven't had any significant claims with Citizens, but I did call once to ask questions about a few coverages and the rep was really employee my time in outlining all the details of my policy. It didn't seem rushed or scripted. They have my confidence because they delivered positive steady experiences in the past few years. They seem like a humble privately-managed company that does their jobs with a quiet professionalism. That actually matters.

img 5/5.0 01, Aug 2023

Satisfied With Coverage Level

The coverage options that were offered to me were ideal to fit my needs. I was able to change deductibles and limits to fit my budget. Overall, I believe that I am receiving excellent coverage for a good price.

img 5/5.0 28, Jul 2023

Helpful Support Through the Process

My home had water damage to it caused by a pipe issue - I wasn't sure how to even start this process. The Citizens team walked me through step by step. They helped to identify what documentation was needed and followed up with me consistently. The claim took a couple of weeks to get complete, but the experience felt organized and fair. I appreciated how transparent they were about the timelines and their inspections. After everything was agreed upon, they called me to ensure that all repairs were complete. It felt like they genuinely cared about restoring the property, not just pushing numbers.

img 5/5.0 26, Jul 2023

Very Supportive During Storms

When a tropical storm struck, Citizens issued notifications prior to and after the storm. That type of proactive communication lessened the stress.

img 4/5.0 22, Jul 2023

Better Than Anticipated

I was initially worried about Citizens because it's state-owned but actually they were different than I thought. The representatives are nice and seemed like they cared that they answered your questions. I had a minor roof issue for a claim, but there were not many issues. They clearly told me what to document and I loved that they kept me updated. Citizens has a online checking system that works too which helped me remember everything as well. I can't say they are the best, but I was satisfied and they far exceeded my expectations - this counts for a lot in home insurance!

img 4/5.0 20, Jul 2023

Online Tools Are Helpful

The website is simple and easy to navigate. I am able to see documents, pay bills, and check policy information without having to call in. Having that level of access is convenient.

img 5/5.0 16, Jul 2023

Responsive and Fair During Claim

After a windstorm busted my roof, Citizens very patiently and kindly explained the claim process to me. They were quick to schedule an inspection and processed the payment in a reasonable amount of time. I was expecting delays based on what I had heard from others, but my experience went very well. The adjuster was professional and I appreciated the openness regarding what was covered. This was my first claim ever, and I definitely feel more confident having gone through it. Overall I had a great experience and would not hesitate to stay with Citizens.

img 5/5.0 14, Jul 2023

Helped Navigate Policy Setup

It was overwhelming at first, but Citizens explained every step to me. They explained what I needed without trying to sell me on unnecessary add-ons.

img 4/5.0 10, Jul 2023

Easy Setup and Quick Service

Setting up my policy was easier than I could've imagined. The agent walked me through everything clearly, and I was able to set up the coverage in one phone call. I called later to ask some questions about my renewal and the response was quick and the staff seemed knowledgeable. While I haven't had to file a significant claim yet, the small interactions I have had have all been pleasant. I feel good knowing my home is insured with a company backed by the state. The price was also a lot better than other private insurers in my area.

img 4/5.0 08, Jul 2023

Smooth First-Year Experience

I'm near the end of my first year with Citizens, and it's been easy. No real problems, and they're quick to respond to questions. Looking forward to the same in the future.

img 1/5.0 04, Jul 2023

Poor Communication After Storm

The storm event happened, I reported and documented the damage and I was assuming that I would get some level of support. To my surprise, the first step having someone review the property took over a month, and only at my calling for status would I receive any updates.

img 5/5.0 02, Jul 2023

Transparent Pricing Structure

I liked how the pricing was broken down simply. No hidden fees or confusing breakdown. It made making the right coverage choice so much simpler.

img 2/5.0 28, Jun 2023

Not Enough Info on Exclusions

The policy seemed clear and timestamps-policies do not obscure exclusions but when it was time to utilize the policy and exclusions surfaced it was entirely unclear why I never recognized these at the time I bought the policy. I had no awareness of the exclusions until I received a denial letter.

img 4/5.0 26, Jun 2023

Prompt Issue Resolution

I had a billing error and thought it would take weeks. To my shock, they got it sorted out within a few days and checked in to make sure. It's nice when a company owns up that fast.

img 1/5.0 22, Jun 2023

Claim Dropped Without Warning

My claim had a status of 'closed' even though I had no resolution. The only way I could further pursue the claim was by reopening the claim to start fresh. I can't even record how many hours have been wasted simply to get to a next step.

img 5/5.0 20, Jun 2023

Good Experience Overall

Up to now, Citizens has been a welcome shift from my previous insurer. Obtaining coverage was speedy, and I have not encountered any significant problems since then. Their staff appears to be well-organized and well-trained.

img 2/5.0 16, Jun 2023

System Errors Caused Delays

There was a system issue and a few of my documents were flagged as missing even though I submitted everything. This was a frustrating delay and no one was able to get that flagged documents updated quickly.

img 4/5.0 14, Jun 2023

Professional Claim Handling

Once I filed my small claim, I received ongoing updates and a transparent timeline. The adjuster was respectful and professional throughout. The review was reasonable in amount, and I felt assisted.

img 1/5.0 10, Jun 2023

Didn?t Get Help After Hurricane

Following hurricane destruction I contacted Citizens and requested assistance, but they could not provide a time frame or any resources. It was my impression that they were wholly unprepared to help policyholders in trigger moments.

img 4/5.0 08, Jun 2023

Honest and Straightforward

The representative I dealt with did not make promises she could not keep or provide evasive responses. Everything was clearly explained, and the paperwork confirmed what was said. Transparency established trust immediately.

img 2/5.0 04, Jun 2023

Policy Coverage Felt Incomplete

For a basic policy, but I expected at least some level of coverage. But there were too many exclusions that I would find out only when I needed them. The fine print meant I was not covered when it counted.

img 5/5.0 02, Jun 2023

Consistent and Reliable

Citizens has given me consistent service since I enrolled. I've had no problems with billing or surprise rate increases. Consistency like that matters a great deal, particularly when it involves something as critical as homeowners insurance.

img 1/5.0 29, May 2023

Conflicting Claim Decisions

I initially was told on the phone that they were going to approve my claim - then received a denial in the mail. No one I spoke to could tell me what changed. They seemed just as unsure.

img 5/5.0 27, May 2023

Clear Communication Matters

What stood out most was the way they told me exactly what each step would be. From registration through to handling a small claim, there was no uncertainty. Clarity is key.

img 2/5.0 23, May 2023

Long Hold Times Every Call

Every call you make to Citizens comes with waiting on hold for 30-45 minutes. That is to simply get someone to answer the phone. It should not be this hard to contact your insurance provider.

img 5/5.0 21, May 2023

Quick Response on Inspection

They arranged the inspection of the property in a timely manner, and the inspector arrived at the agreed time. The report returned within days. It was reassuring to know things were progressing.

img 1/5.0 17, May 2023

No One Explained Denial

Eventually my claim was denied, but no one explained why. I just got a letter in the mail that had technical language. When I called for clarification the representative said there was no further explanation available.

img 4/5.0 15, May 2023

Digital Access Makes It Easy

Managing my policy online is simple. I can view everything from billing to claims. It?s helpful for someone who prefers handling these things digitally.

img 2/5.0 11, May 2023

Claim Portal Didn?t Update

For weeks the status portal showed nothing happening on my claim. I had no clue if my documents were reviewed or whether my claim was being worked on. I had call to get updates.

img 4/5.0 09, May 2023

Polite and Professional Team

Every time I?ve called in, their reps have been respectful and informed. No long waits or transfers back and forth. It?s been a consistent experience so far.

img 1/5.0 05, May 2023

Adjuster Rushed the Visit

When the adjuster came, he appeared rushed, and barely examined the damage. I later got a denial, stating I did not have enough evidence of loss. Maybe if he had spent more time on my claim, he would have had seen my loss better.

img 5/5.0 03, May 2023

Reliable During Hurricane

During a storm last year, Citizens kept us informed and ensured we received updated information. They did what they said they would do, which made us feel supported throughout.

img 2/5.0 28, Apr 2023

Unexpected Rate Increase

My premium jumped, for seemingly no reason. I have never filed a claim, nor made any changes to my home. I called and got some generic response about "market adjustments".

img 4/5.0 27, Apr 2023

Decent Value for Coverage

The prices are reasonable for the coverage they offer. It's not the lowest on the market, but the peace of mind is worth it. No upselling nonsense or aggressive calls, which I value.

img 1/5.0 22, Apr 2023

Hard to Submit Documents

Uploading documents on their system was a nightmare files would not go through and I had to email them. Then they said they never received the email filing .It took weeks to untangle all that, literally weeks.

img 5/5.0 21, Apr 2023

Glad I Switched Over

Coming off of a frustrating experience with my previous provider, Citizens was a welcome change. The onboarding process was simple, and their staff assisted me in getting everything set up properly the first time.

img 2/5.0 16, Apr 2023

Policy Renewal Confusion

My renewal notice was unclear as to when payments were due, and I was almost late because of it. When I called in, even the rep was uncertain of which notice was the right notice. Very frustrating.

img 4/5.0 15, Apr 2023

Smooth Renewal Experience

Renewal this year was smoother than last. The system updates are doing the trick. It was less than 15 minutes, and the documents came through in no time at all. A heck of a lot better than I anticipated.

img 1/5.0 10, Apr 2023

Incomplete Claim Payout

I received money for a roof claim that did not even cover halfway. No reasoning, just a check in the mail. Getting explanation after the fact took another long wait.

img 4/5.0 09, Apr 2023

Helpful Customer Support

Laura at Citizens was incredibly patient and went over the policy choices clearly. She listened to all my concerns and assisted me in adjusting my policy without pressure. It's reassuring to speak with someone who truly listens.

img 2/5.0 03, Apr 2023

Website Isn?t User-Friendly

The Citizens website was difficult to navigate. I had trouble finding claim forms. And even if I did, they upload feature was not working. Not very helpful when you are dealing with an emergency.

img 5/5.0 03, Apr 2023

Easy Claim Process

Mark in the claims department was courteous and prompt. The process seemed efficient and streamlined. Citizens made a stressful experience less nerve-wracking, and I loved getting regular updates. You don't often see that in insurance firms.

Citizens Property Insurance Corporation

Address
United States

Website
citizensfla.com

Email

Telephone
508-855-1000

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