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.

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Citizens Property Insurance Corporation has 9 locations, listed below.

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  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:08/14/2023

  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 reported water damage to Citizens which occurred in January of 2023. They have agreed that a loss did occur and that it should be covered by their managed repair plan. Currently the assigned contractor which is from their network cannot begin to accomplish any work as he has not yet received approval for the scope of work by Citizens. It has been 3 months since I have been in this managed repair program and 7 months since I first reported the loss in my home which had rendered it unlivable. I was forced to move out and rent a home solely for the safety of myself, my 2 toddler daughters, and my infant daughter, born 1 week after we were forced out of the home due to water and mold damage. I fear that the slow pace Citizens is taking is purely to motivate me to take a settlement of $10,000 versus the expense they would incur to contractually make me whole. Conservative Estimates for the work needed are within the range of $120,000 -$180,000. It’s apparent that they are not inclined to come to any resolution in a timely manner, and that the predatory practices they are utilizing are designed to save them a dollar rather than filling their contractual obligation. I would request that some decision be made on their behalf so that I can have repairs completed in my home and I could move back in.

  Business Response

  Date: 08/18/2023

  1 of 1.

  Customer Answer

  Date: 08/23/2023

  Good afternoon, 

  I had withheld my response until i could review the company's correspondence which I have not received as of. the moment I am writing to you. I hope this complaint can remain open until some action is taken or at least some communication is made on their behalf. I will promptly notify you of any change that has occurred, or any communication I receive from this organization (to date I have received nothing). Again, I hope that this case can remain open until there is any resolution or movement towards a resolution of this matter. 

• Initial Complaint

  Date:07/05/2023

  Type:Product 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.

  Citizen Property Insurance owes me a check for $1,014.00. I have a new address and I contacted them several times explaining that they sent the check to the wrong address and when I finally got it, the check was expired.
  
  I spoke to them in 5 different occasions and they give me dates and different excuses why I have not been reissued a check. I have tried to speak to supervisors and they have been giving me explanations that don’t add up.
  
  The last time I spoke to them was on 6/30/2023, they gave me sn email address to send in all the requests and it’s an invalid email address.
  
  Citizen policy number:*************** I’ve been dealing with this for 6 months now and this situation has not been resolved.

  Business Response

  Date: 07/17/2023

  See attached

  Customer Answer

  Date: 07/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

   I recieved the check from Citizens, thank you for the help !

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  **** ******

  
  

  
  

  
  

   

• Initial Complaint

  Date:05/17/2023

  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.

  my mom house was hit badly by storm on 4/14 causing the pool to come up out the ground we filed a claim through insurance which they denied the guy ruben simmons ************ ext ***** started laughing on the phone asking me do i think the storm did that and said yes and said it did not . its very unsafe to live there at the house an she been paying insurance for years and they dont cover anything. we are requesting all monies back that was paid to insuarance in total ans also for them to approve claim if this is not approved we will file attorney general and we are also retaining a attorney.

  Customer Answer

  Date: 05/20/2023

  I am ******** ***** I am doing this complaint cause I’m paying house insurance every month for over 10 years to this company. And we just had a bad storm and flooding on 4/14 I put in a claim and they sent their own insurance adjuster that they pay to denied claims. These are sharks and they are trying to take advantage of me the guy that came never recorded our conversion and wrote in a more book and gave to insurance company and they just denied the claim. I have no help and alone. I need help ??

  Business Response

  Date: 06/06/2023

  1 of 1.

• Initial Complaint

  Date:04/25/2023

  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 tremendous loss with my home during Hurricane Ian, I filed my claim soon after the hurricane and have been trying to get answers and resolve for the last 6 months. I have a PA, and a rebuttal damage estimate was sent into insurance. The initial insurance field adjusters estimate only included what was seen on the surface, however there were additional damages that were found when demo began. The insurance company has changed my desk adjuster multiple times, every time they do it when we are working towards a resolution so we have to start all over again. We have provided photos of the additional damages found to cabinets, doors, etc as well as letters from the company that came in to do the demo... still to have no resolutions or answers. I have had a General Contractor waiting for 6 months to begin work on my home, all the while my daughter and I are living in a camper with no end in sight. Calling and emailing the insurance company is not doing any good as calls and emails go unanswered. I would like to be able to go home, but nothing can really be done as far as repairs go until we know what is being paid for.

  Business Response

  Date: 05/09/2023

  .

• Initial Complaint

  Date:04/21/2023

  Type:Customer Service 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.

  see Attached document

  Business Response

  Date: 05/04/2023

  .

• Initial Complaint

  Date:03/20/2023

  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 house suffered water damage and was reported over 6 months ago and we have no repairs started.
  All we have is a bunch of excuses.
  This is no way to live.
  Put my house back together and quit with the excuses.

  Business Response

  Date: 04/04/2023

  .

• Initial Complaint

  Date:03/15/2023

  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.

  Homeowners claim filed with Citizens Property Insurance regarding a water claim to my home on 08/02/22.
  Claim was wrongly denied. My floors were wet, molding and lifting. They said it was improper installation which has been proven to be UNTRUE. Engineers and mitigation specialists have found a leak in the pipe behind my dishwasher and determined that the cause of loss which is COVERED. I have had NO kitchen, no floors and now have rodents in my home since November 2022. They refuse to come back to reinspect the home now that we have determined the cause of the water damage. I have hired a Public Adjuster and they are being ignored as well. All documentation has been provided to include estimates for mitigation and repairs, engineering reports, and mold/moisture summaries. They refuse to send someone back out to investigate and they have denied my claim for a second time without even looking at the broken pipe.

  Business Response

  Date: 03/30/2023

  .

• Initial Complaint

  Date:03/07/2023

  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 2/9 I filed a claim with my property insurance company, "Citizens," for suspected water intrusion from the front door. We called the previous company Tri-County" which we had a warranty on work done before. It turns out the water was coming from a pipe in the wall. Tri-County did the initial clean-up of the work and remediation. I called in a new claim once it was determined that the water was not coming from outside. This is where the nightmare begins between the field adjuster, that took days to come to my house, and the desk adjuster, who is incapable of follow-up calls its as if I am doing the work to get my home back to a living condition. The desk adjuster Marlon Thomas agreed to come to my house on 2/16 at 11 AM instead, showing up at 10 AM, and argued that he never said 11 AM. Needless to comes across as extremely condescending to my mother. Didnt explain what he was doing when asked he said his job was limited to just observing the physical elements of the house, writing a report, and submitting pictures. The rest of the work was the responsibility of the assigned desk adjuster. Here is where part 2 of the nightmare begins and still continues. The desk adjuster, ****** *******, doesn't know what customer service is, although she deemed it important to tell me she has been doing "this" job for 17 years. 5 days passed between the time the desk adjuster finished his portion, and it was sent to ******. I reached out when I realized I had not heard anything back yet. There is no follow-up, accountability, or excuse-making while my house is still in construction mode. Through pulling teeth, I was finally advised of the details of the report. Then I had to follow up several times to get a number for a mold specialist to come out. Of which the number never yielded any results. When I called the adjuster back she could only respond " I am not getting a response either". As a customer what I am I to do with useless information? Lots of details are still missing in this nightmare of a process. It is 3/7, and I still have no rectification of my issue. I am happy to provide additional detail on this issue. I have since escalated to a supervisor named **** who I was asked to give 24 hours to receive a callback, and to this date, I have not. heard back from anyone. If I don't make contact or reach out, then I wait. I have text correspondence between ******* and me with probing questions, trying to get her to explain the process better and resolve my issue. This is NOT someone who has 17 years of experience in this.

  Business Response

  Date: 03/17/2023

  .

• Initial Complaint

  Date:03/06/2023

  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 September 28, 2022 we had damages after hurricane Ian. We called citizens property insurance and reported our claim because they were the carrier at time of loss. We were transferred to three different adjusters. The latest adjuster is ****** ******* telephone number ***** *******. We have been told multiple extension numbers, 7794. 2497. and after calling 3 to 4 times a week since December, we have not been able to get in touch with her or her supervisor Shaniqua Fleming. we have documented everyone we have talked to since December at the Citizens property insurance telephone number 866-411-2742. When we call in the customer service has elevated our calls to resolution team, they also have made multiple attempts and sent multiple emails to both of these individuals to have them call us or send us an email but still to this day no response.. Our daughter has also tried to call and help with the situation but got the same response. We did they will forward the call. They will send her an email but still again no response. The problem is we have a roof that needs to be replaced due to hurricane Ian and we are unable to get a shingle to match and whole roof is needing to be replaced. We have submitted documentation to Citizens from contractors but have had absolutely no response. This was not the only damages we sustained during the hurricane, but this is something that needs to be taken care of ASAP. if someone could please help us, it would be greatly appreciated.

  Business Response

  Date: 03/14/2023

  .

• Initial Complaint

  Date:02/27/2023

  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.

  Citizens sent me an email stating I required special flood insurance because my property was in a SFHA. I sent them, via my agent, the letters from FEMA identifying that my property was in Flood Zone X and not AE as Citizens claimed. I also sent screenshots from the FEMA website showing my property was Flood Zone X. In response, they sent an email requiring me to sign a statement saying I will get flood insurance, with the threat of loss of coverage. I would like someone at Citizen's to review the FEMA letters and retract their demand that I get special flood insurance required by properties in an SFHA.

  Business Response

  Date: 03/02/2023

  .