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

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

• 

  Citizens Property Insurance Corporation

  PO Box 17219 Jacksonville, FL 32245-7219

• 

  Citizens Property Insurance Corporation

  3802 Coconut Palm Dr. Tampa, FL 33619

• 

  Citizens Property Insurance Corporation

  PO Box 19700 Jacksonville, FL 32245

• 

  Citizens Property Insurance Corporation

  7215 Financial Way Jacksonville, FL 32256

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: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

• Initial Complaint

  Date:01/03/2025

  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.

  On 10 October 2024, Hurricane Milton came through and caused roof damage to our home. Few months earlier, we had a wind mitigation review of our roof from our insurance agency who gave us a full inspection stating no concerns for another 5-7 years. Hurricane Milton then comes through causing significant damage. We filed a claim *************** and received a settlement check for $12,254.67 (never cashed, still pending).
  In the settlement form sent to us, it states “If you obtain an estimate from a contractor that is greater than the enclosed estimate or additional damages are found, prior to signing any contracts or proceeding with the work, you must send the contractor’s itemized estimate to Citizens for review. Citizens must have the opportunity to evaluate any supplemental request prior to work being done for any supplemental consideration to be given.” We did that. We had a roofing contractor come and give an itemized estimate (attached) and flowed that back to Citizens, beginning, on 2 Dec 2024. We followed up with 3 separate emails and calls. No communication back. When finally did receive a call back (3 Jan 2025) I was told the case was closed. The adjuster stated it could not be processed without pictures. No where in the required forms states pictures nor was anything reviewed that was provided. Citizens kept cutting me off mid-conversation to rudely interrupt with bogus requests. Our roof is still damaged, insurance closed the case and need this resolved ASAP.

• Initial Complaint

  Date:01/02/2025

  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.

  I am demanding immediate *************, totaling $3,970, for the following: a) $1,360 refund for cancelled homeowners policy ******** b) $2,595 for cancelled homeowners policy ******** c) $15 reimbursement for $15 fee charged by Presidential Bank as a direct result of Citizens wrongfully charging back the $1,360 refund they had sent me a check for (which I had already successfully deposited into my bank account, and am now STILL OWED by Citizens). 1) My first policy (*********) was cancelled, and the refund amount owed to me for this is $1,360. Since the refund for this policy could not be applied to the second policy, (*********), as the second policy was also cancelled, and since it was also not applied to my current/active (third) policy, I am STILL owed a refund from Citizens for this $1,360. Citizens sent me a refund check in the amount of $1,360 for this cancelled policy (#********). I deposited this check. As of this morning, 01/01/2024, not only has Citizens wrongfully charged back this amount; I was ALSO charged a $15 charge-back "fee" by my bank (Presidential Bank), which I should not be responsible for, as Citizens had no right to charge back this amount, as it is RIGHTFULLY STILL OWED TO ME. 2) Dec. 27, 2024, I had paid Citizens in full for current policy ********, totaling $3,955 (via one time payment on Citizens' portal). Confirmation #************. On Dec. 30, 2024 (three days later), an ADDITIONAL payment for $2,595 was posted to my bank account for a FULLY CANCELLED POLICY, which Citizens had sent me a letter - 11 days prior - verifying had been cancelled effective Nov. 25, 2024. I am owed a full refund for this cancelled policy, as well.

  Business Response

  Date: 01/16/2025

  See attachment

• Initial Complaint

  Date:01/02/2025

  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.

  A quote for minimal insurance on a trailer home was provided by Citizen for $365. This quote was accepted, and the full payment was promptly made. As part of the process, the required paperwork was submitted to finalize the agreement.
  
  Subsequently, Citizen requested additional paperwork, which was provided. However, the company later demanded an additional payment of $2,560, threatening to cancel the policy if the payment was not made.
  
  Upon contacting Citizen, I spoke with several representatives who confirmed that the initial payment of $365 had been received. However, they claimed that additional coverage had been added to the policy. This additional coverage was never requested, and despite multiple discussions, Citizen has refused to revert the policy to match the original quote.
  
  This situation is unacceptable, as Citizen unilaterally altered the terms of the agreement without consent.

  Business Response

  Date: 01/16/2025

  attachment provided by business 

  Customer Answer

  Date: 01/17/2025

  
  
  

  [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 attached document relates to a complaint made by a ******** **********. It does not address my issue. 

  
  

  Regards,

  
  

  **** *******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/23/2025

  I apologize for the confusion I uploaded the wrong letter.

• Initial Complaint

  Date:12/10/2024

  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 11/10 there a leak on my upstairs bathrooms caused by the toilet flush for leass than an hours but caused a lot of damage and infiltrate the ceiling of first floor, great part of second floor. There was 12 heavy big dehumidifiers in my house for 5 days. An adjuster came to do damage evaluation, I filled the claim on the same day and since then the insurance never got back to me or update the situation and fixing. I already sent more that 6 emails to the adjusters ******* ***** and she never answered, I called customer services more that 10 times and they can't connect me with anybody. Mold is starting to form on the walls and I'm getting sick so are my sons! We need a solution/fixing ASAP.

  Business Response

  Date: 12/20/2024

  CITIZENS PROPERTY INSURANCE CORPORATION

  P.O. BOX 17219

  JACKSONVILLE, FL 32245-7219

  TELEPHONE: 866.411.2742

   

  December 20, 2024

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

  BBB of Northeast Florida & Southeast Atlantic

  4417 Beach Blvd, Suite 202

  Jacksonville, FL 32207

  Re: BBB ID: ******** Policyholder: ***** ********** 

  Dear *** **********:

  I have reviewed your correspondence, dated December 10, 2024, regarding consumer ***** ************ claim *************. I appreciate the opportunity to assist with the consumer’s concerns and hope you will find the following information helpful. Citizens reviewed the concerns filed by *** ********** and issued our response directly to her at the following address: ***** ** **** ** ****** **** ** ********** If you have additional questions regarding this matter, please contact our Customer Care Center at 866.411.2742. Representatives are available to assist you Monday through Friday from 8 a.m. to 5:30 p.m. ET.

  Sincerely, ******** ** *** ****** Customer Correspondence Representative II

  Customer Answer

  Date: 12/20/2024

  
  
  

  [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: 22662693

  
  

  I am rejecting this response because:

  I Have NOT received any correspondence, neither a c heck so far that  a representative called me and   said was about to be sent as priority. Also, the amount they say they are covering and writing the check does not suffice all the damage. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:12/05/2024

  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 filed a claim on August 1 in my home bc I had lightning damage (covered by my policy). I have paid people to look at these items and verify the damage and their OWN people inspected it and validated the damage. Now, they refuse to call me back , the adjuster , the manager , and even the investigation guy. All avoiding me like a disease. This is insane that a business can operate like this ! This is a standard for citizens to deny claims as I had to sue them in the past , hence their current position. Somebody must communicate with me , it’s against the law to disregard my legal claim bc this will now be “ theft of service “ which I will pursue.
  
  Thanks , ***** ********* ***** ****** ************* *************

  Business Response

  Date: 12/18/2024

  Please review.

• Initial Complaint

  Date:12/02/2024

  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.

  no one returns my calls(about 10) after I made a claim(from hurricane Milton)two weeks ago. I keep on leaving voice messages. The original adjuster I was assigned to called on my landline and sent me an em explaining that she couldnt get hold of me. I answered by giving her my cell no. The last time I called her***** ********i was told that the extension I called was invalid! I then called the supervisor(*****.was never given a last name) and he hasnt returned my calls either. I called today Nov. 27th and the office is of course closed for T hanskgiving! i understand they are busy but all I want is a call giving me an approximate date when the adjuster can come and see my damages.

  Customer Answer

  Date: 12/21/2024

  [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 have reviewed the response made by the business in reference to complaint ID 22612614, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:11/25/2024

  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.

  To Whom It May Concern,
  
  I am filing this complaint regarding Citizens Property Insurance Corporation’s failure to effectively resolve my homeowners insurance claim. Despite submitting nearly 200 photographs and comprehensive documentation, the claim remains unresolved due to inefficiencies, unprofessional conduct, and poor customer service.
  
  Key Issues:
  Repeated Reassignments: This is the third desk adjuster assigned to my claim. Each reassignment restarts the process, creating unnecessary delays and confusion.
  
  Duplicate Requests: Despite providing extensive evidence, I am repeatedly asked to submit the same documentation. This demonstrates a clear lack of organization and attention to detail.
  
  Communication Breakdown: Adjusters fail to respond to emails and calls promptly, leaving me without updates or clarity on my claim's status.
  
  Unprofessional Behavior: Certain adjusters have been dismissive and condescending, exhibiting a lack of respect for customers who are already navigating a stressful situation.
  
  These persistent issues reflect systemic problems within Citizens Property Insurance Corporation. What should have been a straightforward process has turned into an unnecessarily prolonged ordeal.
  
  Requested Actions:
  Expedite the resolution of my claim based on the extensive evidence already submitted.
  Ensure adjusters communicate in a timely and respectful manner.
  Conduct an internal review of this case and implement measures to prevent similar issues in the future.
  If these matters are not addressed promptly, I will escalate my concerns to state regulators and consider legal action.
  
  Citizens has an obligation to its policyholders to handle claims professionally, transparently, and efficiently. I look forward to seeing meaningful action to resolve these issues.
  
  Sincerely,
  ****** ******* Policyholder

  Business Response

  Date: 01/13/2025

  CITIZENS PROPERTY INSURANCE CORPORATION

  P.O. BOX 17219

  JACKSONVILLE, FL

  32245-7219

  TELEPHONE: 866.411.2742

  January 9, 2025

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

  BBB of Northeast Florida & Southeast Atlantic

  4417 Beach Blvd, Suite 202

  Jacksonville, FL 32207

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

   

  Dear *** **********: I have reviewed your correspondence, dated December 20, 2024, regarding consumer ***** **********'s claim *************. I appreciate the opportunity to assist with the consumer’s concerns and hope you will find the following information helpful. Citizens reviewed the concerns filed by *** ********** and issued our response directly to her at the following address: ***** ** **** ** ****** **** ** ********** If you have additional questions regarding this matter, please contact our Customer Care Center at 866.411.2742. Representatives are available to assist you Monday through Friday from 8 a.m. to 5:30 p.m. ET.

  Sincerely,

  ******** ** *** ****** 

  Customer Correspondence Representative II

• Initial Complaint

  Date:11/22/2024

  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 filed my claim for Milton on October. Since then the handling of my claim has been a nightmare. There have been several incidents where agents have engaged in unethical behavior, and my claim is being mishandled. Please review attachments for a very well documented account of what has been happening. Despite numerous complaints, my claim still is continuing to be mishandled. Based on the information my agents have told me it sounds like the FA left out a LOT of photos that should have been included, she did not see photos of most of the things I showed him. There were several stretches of time where no one would return calls or engage in any communication despite citizens having an expectation of timely communication, and there is no follow-through for calls or emails back. One agent told me my house did not look nice and new, and i found this do be incredibly prejudicial. There were incidents we were hung up on. There are important documents that they have neglected to send such as a notice about the FA inspection, my second estimate, excel template, etc. They refused to give me the adjusters licensing information. They have misrepresented my coverage, lied to me about what is covered and what it will be covered for (like the fence, interior, and support beam). There were several determinations that they came to without being able to adequately justify them, or by lying to justify them. I even had issues settling things not related to my claim (overpaid premiums return, see attachments below for info).So far in this 6 weeks my file has been transferred adjusters 3 times, and closed despite them having knowledge there was still a lot of stuff to do, and these transfers are causing further delays. Please reference the documents attached for more of these issues and a more detailed account, as there is so much more than what could be typed in this small space. There inability to investigate my claim in a timely fashion is causing me physical/financial harm.

  Customer Answer

  Date: 12/09/2024

  Today I received a call for a claim that was not me. They have mixed up my information with someone else, and the agent I spoke to hung up on purpose. I had requested for this to be documented, and he hung up prior to doing this and giving me his information. This is absurd. 

  Business Response

  Date: 12/17/2024

  Please see the attached.

  Customer Answer

  Date: 12/18/2024

  
  
  

  [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: 22590383

  
  

  I am rejecting this response because:

  The communication that I had received from citizens was short and did not address any elements of my claim. I do not remember if it was just a couple sentences OR one sentence and I do not have a photo of it but it appeared the same as the privacy complaint, where they "reviewed my request". Stating they reviewed my request does not give any indication as if they have actually conducted anything. This is especially pertinent to the complaint about privacy. As for the BBB response, It is somewhere in my house if it needs to be produced at a later time, and citizens could also produce this if it needed reviewed by the BBB. Email copies would also be beneficial in ensuring that all documents are in pristine condition and more easily accessible- we do not have a scanner and bad camera phones. As I have expressed before these communications are not clear. It does not indicate anything other than they know this complaint exists. They did not convey any intention as to what they will do or give any indication as to if their investigation into the item is complete. What follows on those letters is the standard required language for all their letters. It reflects the previous behaviors that I have outlined in my complaint already where information is not complete, they are stalling, not putting forth effort to process anything, not directing items of concern to the correct people who can find resolutions, not having the staffing available to work on my file, etc. Not a single item of concern was addressed in this response. It is not a good faith effort once again to resolve the issues we have encountered during our claims process. I would expect a full response, one that at least addressed the elements of concern. One that was clear in intent instead of a misleading answer. I do not find that it is appropriate to provide such an incomplete response, its unprofessional and I feel this also blurs into the ongoing ethical issues. 

  
  

  Regards,

  
  

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