Business Profile

Insurance Services Office

Citizens Property Insurance Corporation

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

109 total complaints in the last 3 years.
37 complaints closed in the last 12 months.

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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:10/07/2024
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.
Your team handling Policy no. ******** / Claim # ************* is the definition of incompetency. What they have put my family through is barbic. My story will be shared with everyone at www.CitizensReviews.com.

I have attached my complaint letter to this BBB complaint. I hope to hear from a manager within 10 days.
Business Response
Date: 10/30/2024
Please see attached
Initial Complaint
Date:09/30/2024
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.
On June 16th last year, I called to ask a question and the mediocre representative filed a claim without my permission saying that that “It was the only way to get a hold of an inspection” Now I have a claim on my record that is going to affect my rates forever!! And everything JUST because I had a question about an incident that happened in my house and I wanted to know if it was covered or not.
Business Response
Date: 10/10/2024
1 of 1.
Customer Answer
Date: 10/16/2024
Sorry I hadn’t responded the thing is they responded with “we are sending a letter on the mail” so I was waiting to see what that letter was going to say. To be able to determine if they are going to fix the issue or not. Please advise on what to do then. I have not received the letter from Citizens yet. Thank you!
Customer Answer
Date: 10/16/2024
Will do! Thank you so much ??
Initial Complaint
Date:09/24/2024
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 HAVE A CLAIM WITH CITEZEN SINCE FEBRUARY 2023 TO FIX MY ROOF UNTIL NOW IS NOT FIXED.
Business Response
Date: 10/16/2024
Please see attached
Initial Complaint
Date:09/16/2024
Type:Sales and Advertising Issues
Status:
UnresolvedMore 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.
Citizens Insurance sold my policies without my approval or consent to Monarch National Insurance Company, under a so called 20% Rule which says that if ******* sells me the insurance within 20% of Citizens price, they have the right to sell it. However, my policies are now more than double with Monarch.Citizens policy ******** went from $594 to Monarch CH-**********-00 for $1,148, that's a 93% price increase, not 20%. Citizens policy ******** went from $758 to Monarch CH-**********-00 for $1,137, that's a 50% price increase, not 20%. Citizens policy ******** went from $570 to Monarch CH-**********-00 for $914, that's a 60% price increase, not 20%,I do not want Citizens selling my policies, I want to keep my policies with them.
Business Response
Date: 10/31/2024
Please see attached
Customer Answer
Date: 11/01/2024

[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 actions taken by Citizens Property Insurance against consumers are deeply unfair and should be considered unjust and potentially illegal.
Citizens has adopted a practice of automatically transferring policies to other insurance companies under the so-called “20% rule.” This rule allows Citizens to transfer a policy without the policyholder’s consent if the new insurer's premium is within 20% of the original Citizens premium. However, in practice, these transfers often result in significant premium increases, far exceeding the 20% threshold. In my case, these increases range from 50% to 93%.

While Citizens claims that policyholders can return to Citizens by creating a new policy, the process is flawed. Because it is considered a completely new policy, previous discounts and policy extensions are no longer honored, leading to substantially higher premiums than before.

In effect, Citizens has developed a mechanism to upsell policies either to other insurers or back to themselves, resulting in premiums that are often more than half the original rate. Citizens, which was established to provide affordable insurance to Florida residents, is now abandoning its mission by imposing unfair and excessive rate hikes on policyholders. This is wrong and needs to be addressed.

My policies:

Citizens Policy 01116329: The premium increased from $594 to $1,148 immediately after being sold to Monarch Insurance (a 93% increase, not less than 20%). Returning to Citizens would now cost $942, a 59% increase from the original policy.
Citizens Policy 03425736: The premium increased from $758 to $1,137 immediately after being sold to Monarch Insurance (a 50% increase, not less than 20%). Returning to Citizens would now cost $1,016, a 34% increase from the original policy.
Citizens Policy 00970223: The premium increased from $570 to $914 immediately after being sold to Monarch Insurance (a 60% increase, not less than 20%).

The letter from Citizens does not address the core issue or any issue, it says nothing about what is being discussed here.

When a policy is sold to another company and the new premium exceeds the 20% increase threshold, there should be a straightforward and fair process to revert to the original Citizens policy with the same conditions and pricing, as if the sale/transfer never occurred. The current practice of upselling with inflated premiums should not be allowed. They should revert all my policies to how they were.

It is shameful what is happening here. The Florida condo market is collapsing, condo owners are being forced out to sell because they cannot afford these new premiums, and association boards are not buying policies because they cannot afford to hike the association fees (I have an association that is simply refusing to purchase flood insurance even though the whole condominium is in a flood zone). When the whole market collapses on natural disasters, floods etc., it is on Citizens fault!!! from wrong and unfair practices like this. Shame on them!

Regards,

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

Business Response
Date: 11/26/2024
Please see attached
Customer Answer
Date: 11/27/2024

[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:
I have not received this letter. Why don't they attach the letter here, instead of attaching a letter referencing a mailed letter?

Regards,

***** *********
Initial Complaint
Date:08/28/2024
Type:Product 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.
Policy #********
This policy has been written by Citizens, but cancelled on the same date as they wrote double coverage. One of the policies (**********) is active, which is correct. But policy #******** has not been refunded yet.
My team and I have tried several times to talk to Citizens through calls and emails, but nothing has been resolved yet. The correct mailing address has been confirmed as well with the refund check that returned to them. We called several times and we were unable to receive the check. This issue has been going on since March, 2024, and nothing has been done yet.
In the last email sent to the company, we informed that since the issue was not resolved, we were going to file a complaint with BBB.
Business Response
Date: 09/16/2024
Please see attached
Initial Complaint
Date:07/11/2024
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.
On 05/25/2024 the neighbor next door tree fell onto my house causing damage to my house as well as leaving me without electricity. I had my electricity restored which I paid out of pocket. I contacted my insurance company and the CSR stated to not file a claim under my insurance to file under my neighbor, which | did. On 06/04/24 the field adjuster came out to evaluate the damage and stated that he would write up a report and send it to an claims adjuster and she would follow up. He also explained at the time that an arborist would need to come and inspect the tree. On 06/26/24 I called the field adjust to follow up and he stated that the report had already been forwarded to the claim adjuster, he asked if I had heard from her and | replied that I had not. He stated that he turned his report over to her a few days after he had come out. He provided her name and phone number. I called left a message on 06/26/24 which her message states she would be out until 06/17/24.She eventually called back and I explained that I was following up with her and she stated that she would have to forward the information over to higher up and she would call back on 06/28/24 no call back received I called again on 07/05/24 left a message again and she called back on 07/08/24, she advised an arborist would need to come and expect the tree which it would take weeks. She advised to use my own insurance, why would I do that when it clearly was not my fault. I called the customer service 07/09/24 and requested to speak with a supervisor, she took my name and number and would escalate it.I received a call back on from the TL (team leader) and he stated the arborist was scheduled for 07/10/24 at 1:30pm.I called ***** back to ask why his guy had not showed and he stated that he did not know and he would contact the claim adjuster because she would only know. I called customer service to speak with a manager and of course you cannot speak to anyone. I just want my house repaired.
Business Response
Date: 07/17/2024
1 of 1.
Customer Answer
Date: 07/30/2024
I have attached a photo of the leak that has occurred during the delay due to the rain and the lack of processing the claim at hand!
Customer Answer
Date: 07/31/2024

[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:Hello,

My claim is still not finalized with this organization. I received the payment however its in my name and the estate of my mother. I spoke with the claims adjuster previously in regards to advising that my mother was deceased and asked what documentation was needed. I informed her that I had the death certificate and the probate. When she got the information she stated that the deed stated something else and she needed a trust. I advised there was no trust and she stated that she needed one. I advised her that I would go to the county appraisers office and I would call on her Friday to advise of the outcome. I went to the Hillsborough county property appraisers office on July 26, 2024 with all of my documentation to have my mother's named removed. I called the claims adjuster to advise that it would be removed but it would not be done until Tuesday. She advised that she was about to call me and state that the she released the funds in my name and the estate of my mother because she has to issue the check according to what it stated at the time of the incident but when the check was received if there was any issues to give her a call and take all the documentation with you for proof. I went to the bank July 30, 2024 to deposit the check and the gentlemen at the bank stated that he could not deposit the check because there is no estate. I called the claims adjuster to advise and she stated "I knew it was going to be a problem" but she needed to speak with someone and they could not have been done until Thursday afternoon of this week. She stated that she saw a quick claim deed and then there was a probate and it all seems a little strange to her, as if I am doing something illegally. I feel falsely accused due to assumption from her. She proceeded to tell me at the end of the conversation that she will see what she can do if she can do anything. What is that supposed to me? This is by far the worst experience in my life dealing with an insurance company. I feel as though they are doing everything in there power to not pay this claim out. As for the adjuster she has poor customer service and I know we all need to be employed but you all need to find someone else suitable for this position because she is not helpful at all. My house has receive more damage since the appraiser came out two months ago. Due to the lack urgency and care I know how leakage in my house and you all are taken your time in regards to getting this matter resolved.

Regards,

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

Business Response
Date: 08/07/2024
1 of 1.
Customer Answer
Date: 08/13/2024

[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: I have not received my payment. I was informed by the claims adjuster Wednesday, August 7, 2024, that the form Property Damage Release was not filled out correctly. During that conversation I advised the claims adjuster that the check was sent back. She proceeded to tell me that she had placed a stop payment which I found to be out of the ordinary when I was instructed that in order to reissue another check, she would have to receive the original one back. She did not give the check time to be received before placing a stop payment. In my opinion it should have been stopped unless it was declared as lost. On Thursday, August 8, 2024, the form was filled out again and sent back in the email as any other email I sent I requested notification that it had been received and previously I would receive a response. Unlike the other request I did not receive a call or any type of notification. I called the claims adjuster on Monday, August 13, 2024, around 10:00am spoke with adjuster and asked if she had received the document she stated, "I can use that" and she sat on the phone. I asked what the next step is. She proceeded to state that she has to follow up regarding the stop payment. I asked if the check had been received and she stated it was received on Monday, August 12, 2024. She proceeded to state that a stop payment takes longer because it's a process. At this point this company continues to prolong in sending payment to get my house repaired. I am not understanding what the reason for the stop payment is when the check was never lost, was just a way to not make payment on this claim? This long and drawn-out process need to come to a close. I need to have payment sent out so that I can get my house repaired. I need this situation resolved and the claims adjuster handling this case need to be provided with some type of customer service training and professionalism because she is not suitable for this position at all.

Regards,

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

Business Response
Date: 08/20/2024
1 of 1.
Initial Complaint
Date:07/10/2024
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.
On August 20, 2020 we purchased insurance from citizens insurance for my property on February 10, 2023 my property had got damaged I called the claim agent ** ****** and she urger me to go outside and take pictures and told her was handicapped she told me needed bad then the next day I get a letter in mail it up to us to protect our property that was inside I didn't hare from her for least a week and I call her and body came to my house February 25, 2023 I still
have never seen a claim agent . A engineer came on February 25 he didn't say anything us but it was dangerous. I feel ** ****** put me and my wife in danger they used a picture from 2011 when didn't have them as carrier and they used a picture a month after we got the insurance September of 2020 the agent didn't see that when he give us reported and said everything is good and it in report.In March they told me they longer wanted me as a client . I ask ** ****** do they everybody like that if make a claim and would take our money for two property but only one was insurance till this day never seen nobody from citizens just the engineer to week after the claim nobody ever call my house never seen anyone.i feel ** ****** discrimination against me and my wife and put in danger.
Business Response
Date: 07/17/2024
Page 1 of 1
Initial Complaint
Date:06/10/2024
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.
In September of 2022 my home sustained some weather damage due to Hurricane Ian. I had to have my roof replaced and repairs made to a bedroom and patio as a result. It has been a lot of back and forth to get my claim resolved. The claim for the roof has been paid but almost two years later I have now run into a wall to get the last part of the claim settled. The contractor gave me an invoice listing the total but on submission l was told I need to submit an itemized invoice. I contacted the contractor several times and was promised that he would send an updated invoice. I never received it. I have conveyed this to the adjuster and was told I need to submit the itemized invoice. I cannot submit what l do not have and l have gotten no answers on how to move forward. This is almost two years now and l need help getting this issue resolved. I would like to be reimbursed for the 1920.00 I paid out of pocket to have the bedroom and patio repaired.
Thanks.
Business Response
Date: 06/24/2024
Please see attached
Initial Complaint
Date:05/13/2024
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 am utterly appalled by Citizens' lack of urgency and responsibility regarding my hail damage claim. Despite filing the claim and the contractor starting repairs, additional damage was discovered beneath the shingles. However, Citizens' policy mandates halting work until they assess the need for supplemental repairs.

Here's the urgent issue: my home is currently without a roof, and thunderstorms are imminent. Despite this pressing threat, Citizens is dragging their feet, leaving my property vulnerable to further damage. It's inconceivable that in such a critical situation, where I face immediate risk due to their delays, Citizens isn't expediting the process.

Their negligence is not only infuriating but also perilous. With thunderstorms looming, my house is exposed to the elements while Citizens remains inactive. One would expect a company entrusted with such crucial matters to act urgently and responsibly, especially in cases like mine where time is of the essence.

Their suggestion for me to secure my property with tarps is absurd. As a disabled person, I am physically incapable of climbing onto the roof to execute such a task. Should I be expected to endanger myself attempting such a feat? The very idea is outrageous and unacceptable.

It's high time Citizens prioritize their responsibilities and act swiftly to protect their policyholders. Their inaction in the face of imminent danger is not only negligent but also potentially liable for any further damage incurred as a result. This cannot be tolerated, and immediate action must be taken to rectify this situation before it escalates into something far more disastrous.
Business Response
Date: 05/29/2024
Please see attached
Initial Complaint
Date:05/01/2024
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 replaced my roof under the program my safe Florida home ( this program is helping home owners Floridians, to make improvements in their home to lower the home insurance premiums) I sent to citizens the final report ( from the certified inspector from the program) surprise!!!!!! They increased my premium!!!!!! My roof coverings went to
Level A, the SWR went to Level A, the report said ALL ROOF COVERINGS MEET THE FBC. It is disrespectful with the Floridians, and it is disrespectful with the Governor De Santis, that he signed the Law to funding the program my safe Florida home to help Floridians, and this company “Citizens” don’t honor it.
Business Response
Date: 05/15/2024
Please see attached

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Citizens Property Insurance Corporation is NOT a BBB Accredited Business.