Understanding a Citizens property claim

Confirm the policy and report the loss directly

Locate the Citizens policy that applies to the property and loss date. Use the official Citizens claims page for current reporting channels and instructions. A Care Claims inquiry does not report a loss to Citizens.

If the policy moved to another insurer, identify the effective transfer date and ask the insurers which policy applies to the loss. Do not assume an already-open Citizens claim automatically transferred with the policy.

Prepare the property record

• Keep the complete policy, declarations, endorsements, and claim number.
• Document affected areas safely and retain original photographs.
• Save temporary work, repair, and mitigation records.
• Track inspection appointments, written requests, and the documents you submit.
• Keep any coverage decision, estimate, and payment breakdown together.

Record uncertainty about the cause or date rather than guessing. Ask what information Citizens needs to evaluate the reported loss.

Review programs and payment terms in your contract

Policy forms, endorsements, repair provisions, deductibles, and claim circumstances can differ. Ask for written clarification of any option, contractor arrangement, or settlement document before agreeing. Do not assume that a program described for another policy applies to yours.

For wind and flood questions, identify each applicable policy and insurer. The existence of property insurance does not mean every source of water damage is covered by that policy.

Respond to the specific issue

For an estimate difference, compare the documented repair scope. For a denial, review the stated policy provision and supporting facts. Use our denial guide and deadlines guide, or request a claim review. Care Claims is a separate public adjusting firm and is not Citizens or its claims department.