Business Profile

Insurance Services Office

Citizens Property Insurance Corporation

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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:03/26/2024
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.
Citizens insurance inspection report included multiple items needing repair from the Hurrican, wind damage... but only included a dollar amount for one item only... thus multiple items left off of the report showing a dollar amount for damage... The agent was to investigate, she agreed that shw could see multiple iems listened as being damaged, and that no dollar amount was listed ... as an example the lose of the entire dence on the property was listed as damage, but no dollar amount listed. That change alone would add over 20,000 dollars to be paid for the property damage on that one item alone... No dllar amount was applied for the faucet around the house, the stucko damage etc... I am seeking full reimbursement dollars for all damage... and have been waiting for over a year to hear back... citizens has never responded with an update to the inspection report that they have already agreed is clearly insufficient in completion.
Business Response
Date: 04/09/2024
Please see attached
Customer Answer
Date: 04/09/2024

I found no second letter and so, without being able to review it, I cannot accept it... please provide it, as I currently see no resolution to be able to accept... help still needed?

Complaint: ********

I am rejecting this response because:

Regards,

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

Customer Answer
Date: 04/10/2024
More Information...
I received the letter from Citizens... they agree that they did not complete their quote for the dollar damages as specified by their agent, they paid to do the assessment. i.e. he did not do a complete job.
Further they state that they then asked me to complete his Job, and that I failed in doing say... to this I respond, I use to do these reviews and recieved 500.00 dollars an hour, that they have already paid a man to do these assessments, he failed as they acknowledged, And now they want me to do his job... my responce is, They pid a man, and he didnt do his job, and they should require that he complete, and or send someone else... I would be glad to be hired to do the review... my coast is 500.00 per hour, plus expenses... would you like to hire me?
They have sense, sent a new adjuster, and I await his report...
Further they say that my report was a year late: actually, without any break in service, my reporting agent changed... as a DAV, it came back up on my radar, and I called to follow up, upon which I was told by my primary insurance agent, USAA, that I needed to file with Citizens, they had never recieved it... bad mistake, but neither here nor there as to purpose...
I either case above, I know await their new inspector agents response.
Hopefully we can resolve this issue then...?

Thank you
Customer Answer
Date: 04/11/2024

[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 received the letter from Citizens... they agree that they did not complete their quote for the dollar damages as specified by their agent, they paid to do the assessment. i.e. he did not do a complete job.
Further they state that they then asked me to complete his Job, and that I failed in doing say... to this I respond, I use to do these reviews and recieved 500.00 dollars an hour, that they have already paid a man to do these assessments, he failed as they acknowledged, And now they want me to do his job... my responce is, They pid a man, and he didnt do his job, and they should require that he complete, and or send someone else... I would be glad to be hired to do the review... my coast is 500.00 per hour, plus expenses... would you like to hire me?
They have sense, sent a new adjuster, and I await his report...
Further they say that my report was a year late: actually, without any break in service, my reporting agent changed... as a DAV, it came back up on my radar, and I called to follow up, upon which I was told by my primary insurance agent, USAA, that I needed to file with Citizens, they had never recieved it... bad mistake, but neither here nor there as to purpose...
I either case above, I know await their new inspector agents response.
Hopefully we can resolve this issue then...?

Regards,

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

Business Response
Date: 04/16/2024
Please see attached
Business Response
Date: 04/22/2024
Please see attached
Initial Complaint
Date:03/20/2024
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 put in 2 claims with Citizens Property Insurance in October 2020. A company named FGFC claims was the third party working to get it settled. I was promised the whole process would take 3-6 months. We are approaching year 4. When you pay for your house insurance every month, you expect to have a smooth claim process. I’ve received the run around. My mortgage company told me I need to shop for new insurance to lower monthly payments. I cant because of the open status. I don’t get answers when I call. I called from my number , got no answer. Called from a blocked number, they answered, then hung up. This is frustrating and I just want the funds that I am rightfully owed to repair my house.
Business Response
Date: 03/26/2024
Please see attached response.
Customer Answer
Date: 04/01/2024
Am I able to settle with Citizens?
Initial Complaint
Date:03/18/2024
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.
Citizen'* Homeowner In*urance claim #************* (Water, non-weather related)
Water leak cau*ed *tructural damage in the only bathroom in my home. I agreed to their Managed Repair Contractor Network Program where they *elected the contractor.
Rapid Re*pon*e Team (mi*nomer) wa* the contractor that they *elected. The bathroom wa* completely demoli*hed in May **** and *** day* later, it i* *till demoli*hed. The required permit from Orange County (Florida) wa* finally obtained on ******** (permit #B******** - *cope: *tructural floor framing repair* and replacement of damaged component* with bathroom trim* and interior fini*he*, exterior repair* are limited to removal and replacement of vinyl *iding and *offit*. Bathroom Repair
Applicant/Contrator li*ted a* *azi Con*truction Inc (***** ****** *******)
*** **** ******* ** ******* **********
Phone: (**** ********
I don't know who that i*????
The *ubcontractor ha* failed the fir*t in*pection on two occa*ion*, *o far.
I have been complaining to my in*urance claim per*on (******* ************** - **************************************) but to no avail. I've a*ked for an ombud*men. No reply. I have made an official complaint to the *tate of Florida. I received a letter *tating that they had *poken to ******* and *he a**ured them that all wa* well and I wa* *ati*fied! They clo*ed the complaint. I al*o *poke to an in*urance advocate. They advi*ed that I hire an attorney. I have not done that yet.
Meanwhile, I am paying rent out of my own pocket becau*e I have been di*placed and there i* no end in *ight. My lo** of u*e money ran out on *eptember 30, 2023. I am a retired widow who wa* living within my mean* on a limited income. Now I am paying for rent and I had to take a job to pay for it. It hardly *eem* profe**ional and I'm not *ure that what they are doing i* legal. Thank you for any help you can provide to get thi* re*olved a* quickly a* po**ible.
Business Response
Date: 04/01/2024
Plea*e *ee attached
Customer Answer
Date: 04/08/2024
I am *till waiting to receive the letter that Citizen* In*urance *aid they *ent.&nb*p;
I have not received their letter yet.&nb*p;
Customer Answer
Date: 04/09/2024
Thank you for more time. Did they *end you a copy of the letter they claimed to have *ent to me?
&nb*p;
Initial Complaint
Date:03/14/2024
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.
Subject: Complaint Regarding Unresolved Issues with Citizens Property Insurance Corporation

I am writing to file a formal complaint against Citizens Property Insurance Corporation regarding the handling of our insurance claim, which was initiated due to a pipe break in our laundry room on ****** ** ***** Our policy number is ********* and our claim number is ***-**********

After facing significant damage, we engaged in litigation to settle the claim, ultimately reaching a resolution in September **** for ******** However, the challenges did not end there. Despite repeated instructions from our legal counsel, Citizens continued to issue checks payable to our previous mortgage lender, disregarding our updated lender information provided along with the recorded deed.

Moreover, Citizens made the checks payable not only to us but also to our mortgage company, our association, and ******. Both ****** and the association have stated that they do not endorse checks and refuse to do so, as it deviates from their standard business practices. This created a deadlock situation, rendering the checks un-negotiable, as per our bank's policy, due to being made payable to businesses rather than individuals.

Attempts to resolve this issue through our adjuster have been futile, as they are unable to reissue the checks due to the litigation process we underwent. Consequently, we have been forced to retain new legal counsel to facilitate the reissuance of the checks, solely payable to us and our lender. However, despite our efforts since January ****, we have yet to receive a resolution, adding immense stress to an already burdensome situation.

The prolonged delay in receiving our insurance settlement is causing significant financial strain and emotional distress.
Business Response
Date: 03/27/2024
Page 1 of 1 included.
Customer Answer
Date: 04/02/2024
Hello this complaint is still not completed. We received the following letter attached on ******** via regular mail that was sent *******.
Customer Answer
Date: 04/02/2024
Please keep complaint open. We received communication from citizens ****** via regular mail dated ********
response was that both parties have a lien on our property which they do not. A letter from ****** requesting to be removed as a party from the check was given. Additionally, the legal proceeding involving ourselves and the association has been dismissed. There for they should not be listed as a party.
Initial Complaint
Date:01/25/2024
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.
Policy ********-1
Policy holder is dead (****** *****). He died before the policy effective date 8/29/2023
Ownership of house was transferred to his daughter *** prior to policy going into effect.
I contacted agent to advise of situation on 8/17/2023.(******** -**** ******* insurance, Palm Harbor , FL) .- County records did not reflect change of ownership.
Agent advised no problem, house would still be insured without amending the contract.
The contents of the home were removed and house placed on the market. The policy was amended 10/17/23 to to remove the furnishings from the policy.
The house was sold 12/11/2023. I contacted the agency and processed a cancellation request 12/12/24.
Because the ****** *****'s name is on the policy, Citizens Insurance will not cancel the policy.
I am power of attorney for *** ***** the owner when the house was sold.
**** *****
Initial Complaint
Date:01/12/2024
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.
They refuse to answer my emails and address my situation
Business Response
Date: 01/25/2024
Please see attached
Customer Answer
Date: 01/30/2024
Citizens issued payment as stated. Complaint resolved.
Initial Complaint
Date:01/02/2024
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.
We have been attempting to get hurricane coverage through Citizens and the agency (Harvest Insurance - who is EQUALLY as bad and I would also like to file the complaint about them as well as they are not keeping us informed nor properly handling our policy) had emailed back in the beginning of Dec to obtain images of every room in the house. I sent the images and have made one call 2 weeks ago to the Harvest agent who informed me that the images were sent and being reviewed by Citizens. We were told our policy would expire on Dec 30 (a weekend and I am unable to contact anyone) if the images weren't received. It is now Dec 30 and I was never contacted for anything further nor was I informed of any issue with the images they received. This company sent incorrect info to the mortgage co and in return paid the incorrect amount from the beginning. That was finally rectified but our policy still lies in the wind and we are completely in the dark. We have tried to speak with the Harvest agency owner but he has never called or emailed us regarding all of the issues.
Customer Answer
Date: 01/04/2024
I received clarification from the agency in charge of policy for citizens and was told they were aware of policy change needed on 12/15/23 but never did anything to contact me and the policy was canceled 12/30/23. We were charged $231.00 If the information given on the application was incorrect then why did citizens accept and charge for it? I would like a refund of this payment due to the fact they were not going to honor this policy without the images I sent. So basically they let us pay for a policy without all of the information needed. This caused us a lot of time and inconvenience and left us unknowingly uncovered. I want to address the fact that the agency Harvest is also at fault.
Business Response
Date: 01/08/2024
1 of 1.
Customer Answer
Date: 01/08/2024
I have received your update on the case and I am confused on where to go from here. I have 5 days to respond but I have yet to receive the letter from Citizens to know how I would like to move forward, What are my options at this point?
Initial Complaint
Date:01/02/2024
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.
During a tropical storm on Nov. 14-15, 2023, in ******* ******* **, heavy deluge rains and powerful driving winds struck the exterior windows of my 6th floor condo (a rental unit with my tenant). The condo is at *** ******** *****, *********** ** *****. The powerful winds and driving rains broke through the seals around my exterior windows causing inside water damage to my walls and hardwood floors.

A Citizens Property Insurance Corporation adjuster came and took photos, and then Citizens denied my claim. Citizens said in their denial letter that wear, tear, and deterioration of the seals around the windows caused the water to enter and the damage. First of all, I have owned that condo since 2010 and NEVER had leakage like that before, including during hurricanes. Secondly, the powerful tropical storm was likely what damaged the seals - not prior deterioration. Third, other people in the condo complex also experienced similar damage from that tropical storm. Fourth, how would a property owner know if exterior seals on his 6th floor condo were deteriorating if there was no heavy leaking of water the prior 12 years? I believe the tropical storm broke the seals and Citizens is denying a valid claim simply because they do not want to pay.

My Citizens Policy No. is **** ****.
My Claim No. is *************.
Citizens Phone No. ************.
Business Response
Date: 01/05/2024
1 of 1.
Customer Answer
Date: 01/13/2024
I am currently working with a FL Mediator to try to get resolution of this matter. I remain dissatisfied that Citizens refuses to give me a proper settlement for damages. I will contact BBC if the mediation process fails.
Initial Complaint
Date:11/06/2023
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.
My husband and I filed a claim due to the hurricane on August 30th (Claim# *************). Citizens Property Insurance issued a check to us in the amount of $18,065.87 early September to have our roof repaired. No one had informed us that we needed our mortgage company to endorse the check, so we deposited the check via ATM after hours. Our bank immediately rejected the check and sent it back to the check issuing bank (which is Chase Bank) who is the bank for Citizens Property Insurance. We've made countless visits to the bank and have also made many phone calls to Citizens Property insurance to try and resolve this issue. We have only been asking that someone from Citizens Property Insurance reach out to Chase Bank, someone in an accounting department, or whoever is responsible for check processing to have the check returned and re-issued. Our bank stated that they rejected the check, but Chase Bank still has not requested the funds back in order for it to be returned and re-issued. Although Citizens Property Insurance is stating that the check is showing cleared, my bank no longer has the check, and there is a complete freeze on our account. Everyone that we have spoken with has referred us back to Citizen's Insurance. MOST of the agents have been very rude (***** **** being the worst), and have no urgency to assist. I've requested supervisor call backs multiple times and have yet to receive a call back from anyone! Our roof is gradually getting worse, and I would hate for the entire roof to cave in due to such a long delay in assistance, and lack of urgency from the Insurance company. We understand that this was a mistake and an oversight on our behalf, however, there should be no reason this has taken over a month to be resolved. We can be reached at ************. I would like to be contacted with a resolution as soon as possible.
Business Response
Date: 11/14/2023
1 of 1.
Initial Complaint
Date:10/20/2023
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.
After requiring inspections and certification the offered insurance for ****. Witch I paid then 1 1/2 months later send a letter requiring a roof replacement that is not needed it was certified for 10 years see attached documents
Business Response
Date: 10/26/2023
1 of 1.

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Citizens Property Insurance Corporation is NOT a BBB Accredited Business.