Complaints

This profile includes complaints for Citizens Property Insurance Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Citizens Property Insurance Corporation has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Citizens Property Insurance Corporation

  301 W Bay St Ste 1300 Jacksonville, FL 32202-5141

• 

  Citizens Property Insurance Corporation

  7215 Financial Way Jacksonville, FL 32256

• 

  Citizens Property Insurance Corporation

  8301 Cypress Plaza Dr. Suite 500 Jacksonville, FL 32256

• 

  Citizens Property Insurance Corporation

  PO Box 17219 Jacksonville, FL 32245-7219

• 

  Citizens Property Insurance Corporation

  3802 Coconut Palm Dr. Tampa, FL 33619

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recently hit by Hurricane ****** where I suffered flood damage only which was covered by my flood insurance held by *****. I did not file a claim with Citizens yet they wanted to conduct an inspection of my property. Completely understandable, but at the bottom of the letter it states based on the inspection results my insurance would rise. Well since my house is down to the studs, they are using this as an excuse to raise my rates. Once I told them I wanted to do the inspection after my home was fixed, they sent me a letter saying I am going to be dropped. This is blackmail and is illegal.

  Business Response

  Date: 04/28/2025

  Citizens has reviewed the concerns filed by the policyholder and have responded to him under a seperate cover.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother(**** ********** died June 28,2024 (99 years old). She had insurance on her mobile home until 3/11/2025. Cancellation date on policy was 9/6/2024. All appropriate documentation was filed with Citizens(Death Certificate, Power Of Attorney, Proof of Ownership, etc). Citizens indicated they would send a check for balance of premium paid. We have called Citizens repeatedly (at least 10 times). Each time Citizens indicates they have made several errors(wrong address on mailing, wrong name on mailing then wrong address again). On March 12 Citizens said they were sending check that day. On March 26 Citizens said they sent check on March 12. We have not received check yet.

  Customer Answer

  Date: 04/11/2025

  Citizens have contacted me. They claimed they just sent me another check. I have not received it yet. They said it would be within 10 days. I will let you know when I do or don’t receive it   Thank you 

  ******** ********

  Customer Answer

  Date: 04/28/2025

  The check has been sent and deposited. Thank you for your help and support

  *********

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Prior to Halloween, we had a dishwasher leak which ultimately we found out was also a pipe leak. The leak ruined our carpet, kitchen, and drywall to fix the pipe. It’s been over three months and now mold has developed. Our adjuster changed midway with no explanation or notice. It’s been over 3 weeks since they were notified of the mold issue by us and the project manager who is from the company they choose/use. To date, they have declined reimbursement for the new dishwasher, meals when the fans blocked off the kitchen, haven’t fixed or done anything, haven’t address or taken action on the mold, do not respond to email correspondence and have not been responsive with calls. It’s been over three months of a broken house and half functioning kitchen which has now added mold issues and we aren’t even sure how dangerous it is yet because they haven’t done anything to get the remediation approved or handled. We are approaching month 4 and NOTHING has been done, resolved or fixed. It is absolutely absurd and completely unprofessional with the lack of action this “insurance” company has taken to resolve anything.

  Business Response

  Date: 02/07/2025

  Citizens
  has reviewed the concerns filed by the policyholder and have responded to
  him under separate cover.

  Customer Answer

  Date: 02/10/2025

  I don’t see any response from citizens but the messages said there was one? It said it was being sent under separate cover? What does that mean?

  Business Response

  Date: 02/17/2025

  “Citizens has reviewed the concerns filed by the policyholder and have responded to him/her under separate cover.”
  This should be uploaded to the
  BBB Complaint System using the link provided in the incident

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company is extremely incompetent, please copy the details mistakingly posted for ******* here. *** ***** hides so as to not be contacted, then there is a supposed number for him which has some other individual, also malingering with a voice response that says ***** ****** or something they have the same phone problem that was reported a year ago, a wait for an extended amount of time which drops...the individuals listed in the policy paperwork like ****** ***** and ****** ***** are unreachable... Always a voicemail, usely miss nessesry deadlines because of these inept representatives, no supervisory contact as well.

  Business Response

  Date: 02/05/2025

  .attachment provided by business

  Customer Answer

  Date: 02/06/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you ar rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: The company has attached a wonderful and fantastical response, it's submitted of documents would be impressive if not misplaced, the bottom line is the length of time it has taken to fix this problem, to reach contact someone.... someone named ****** or ******, they gave a number on a voice mail of 833 780 6922 ext 7076 a call to it just rang....a second call stated they were not available or something to that effect....these are constant problems with their phone system, which a good answer is always the response, they'll say 'our phones never just ring' their phone problems where reported over a year ago...still exists, why there is a ****** ***** listed in my policy page is unknown, or The *** *****, I have yet to be able to contact these people....why the owner and corporate contact is hidden and obscured from customers is now quiet obvious....I do see a number of voicemails and missed calls from someone named ******* perhaps, but the attempt to reach when a return call is attempted is not successful, let the companies reps provide customer with a corporate contact and president name for this complaint...

  
  

  Regards,

  
  

  Menndek Cushe

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 02/12/2025

  attachment provided by business. 

  Customer Answer

  Date: 02/12/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: The company still has the same phone problems it has had over a year ago, a long wait in which the call drops, customer was not able to reach **** *****, the number given by ***** just rang... previously customer had asked (but knows the reason why their corporate representatives hide) ***** for viable number and contact, what email **** ***** is talking about as a response to me is unknown, it addressed nothing from the previous relayance... customer does not appreciate the allowance the Citizens gives it's employees to malinger, their reps ****** ***** and ******* ***** if they tried to respond it must have been a half hearted attempt, customer also does not appreciate the buffoonery and purposeful misdocumentation by ******* that 'customer was upset because he was on hold..'... evidently this company allows it's employees unusual allowances with little oversight, if they fail at their responsibilities they can just document their own narrative, which then may or may not be reviewed by their absent supervisors which are hidden somewhere, wherever that is it's not about the business of Citizens Property Ins Corp...customer has yet to reach or be contacted by anyone, although was able to get through to someone ******* ***** who said he was in a different, was not his section...where is the supervisory contact for this inept company?

  
  

  Regards,

  
  

  ******* *****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a flood in August 2024 it took forever for the adjuster to get it started lack of communication, late with approvals dismissed mold issues until I provided documentation over and over. Does not send overnight funding was supposed to overnight a check by January 17 and its January 23 almost a week later and Im still waiting for funding for living expenses so we have been homeless yes we pay our premiums every year to the insurance company. The lack of consideration for peoples welfare is unbelievable, Ive called the seat adjuster Ive called the supervisor with no response to our situation. We need help like last week and no one is responding to us.

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is quick to take people’s money and my house is damaged and mold and adjuster came out and when one does not pay they have an issue now I need my money minus the ******* taking a deductible. I f I don’t get a response expeditiously I am going further up

  Business Response

  Date: 02/03/2025

  .ATTACHMENT PROVIDED BY THE BUSINESS

• Initial Complaint

  Date:01/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to purchase an insurance policy with this company since November 2024. Each time we are ready to move forward the company keeps requesting a 4 point inspection. 1st time they requested it, was because the one I presented was over a year old. So I spent $150 for a new inspection, they where not satisfied with the roof, so I spent $350 to repair the roof. The inspection was updated and there was no additional issues to address. Now they want a new inspection less than 10 days, old, although the latest inspection is under 30days old. They 1st required 1 year, not 10 days. This unfair, i have never had any issues with my houses structure. Never once filed any insurance claims, so to have to go through all this leaps and bounds is unnecessary. I just want to move forward, the policy its self is their lowest coverage and if anything things was to ever happen they will bearly cover 1 cent. This practice should not be tolerated.

  Business Response

  Date: 02/03/2025

  .attachment provided by the business

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been trying to resolve my claim with citizens. They arent even using information from their own estimates and adjusters and are not operating in good faith. No one will return calls and they make it difficult as an elderly person to get the help they need. They are acting in bad faith. And refuse to come to an equitable solution by their own terms. Until they come to the table I cant get my home back to its safest place. I care for my husband who is 79 and has dementia. How am I supposed to keep him safe when the our insurance company wont provide the coverage weve paid for. We need them to stop acting and bad faith and make a real attempt at resolution. I feel like this is my last chance since they keep ignoring me.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see attachment (BBB Complaint Final) for details.

  Business Response

  Date: 01/27/2025

  .attachment

  Customer Answer

  Date: 01/28/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: 22801171

  
  

  I am rejecting this response because: Citizens has failed to take my deceased husbands name off the policy and put my name on it and issue a check in my name, ***** ****. 
  This goes back to Aug. 2024 when I renewed the policy with my agent ******* ********l, I was told the name change was in process. In Dec. someone named ***** assured my agent the name change was being escalated. My agent has been trying to get this done to no avail. She was told the requests are being removed or withdrawn by the underwriting dept. 
  
  The second check I just received is made out to my deceased husband, again, and my bank is unable to endorse it. 

  The timeline for all of this is in the Complaint I submitted. The death certificate was submitted twice. Someone at Citizens needs to step up and read the complaint, change the name on the policy to me, ***** ****, and issue a check for the amount owed me, in my name ***** ****.

  
  

  Regards,

  
  

  ***** ****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:01/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My house, which I own since 1994, has been insured every year.
  ********* insurance was my insurance until December, 3rd, 2024.
  
  On 11/24,2024 I talked to *** ******* ****** at Citizens insurance. She requested A four point inspection of the home and A Wind Mitigation inspection.
  
  On Dec. 2nd, 2024 , and based on the paperwork submitted I got a payment. Confirmation # ************ for policy # ******** About a week later, on Dec, 20th, I received an "URGENT NOTICE" Stating that Citizens Property Insurance had issued a pending cancellation effective 01/02/2025 due to non- payment of premium. This letter came from "Processing Department" Direct ************ ********************************** They also requested a payment of $470.70 prior to cancellation.
  I received the letter on Friday, they do not work on Saturday or Sunday so I contacted them on Dec. 23rd because it caused me great stress thinking that I was going to be without insurance.
  On 12/24, 2024 I talked to ****** ****** he promised to find out what was going on and that he promised to call me back on Thursday, 12/26
  After all the aggravation, and very long waits on the phone, finally *** ****** said that everything was ok and clear and that Citizens was sending me a schedule of payments and there were no problems with the policy.
  On January 3/2025 I received a WITHDRAWAL OF NOTICE OF CANCELLATION FOR NON PAYMENT OF PREMIUM EFFECTIVE January 2, 2025 12:01 A.M. Eastern time
  
  I would like your organization to check on this company 's "processing Department" because they caused me a lot of aggravation around Christmas time and had I not questioned their request for extra payment under the treat of cancelation, they would have taken the extra $470.70 from me. Are they doing this with other consumers?
  Thank you ver much for your attention to this report.
  
  Sincerely,
  
  ***** ******* telephone * ***** ******* ********************

  Business Response

  Date: 01/21/2025

  . attachment provided from business