ComplaintsforCitizens Property Insurance Corporation

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  11/14/2023

  1 of 1.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  10/26/2023

  1 of 1.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  08/18/2023

  1 of 1.

  Customer response

  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

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  07/17/2023

  See attached

  Customer response

  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

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  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

  06/06/2023

  1 of 1.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  05/09/2023

  .

• Initial Complaint

  04/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  05/04/2023

  .

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  04/04/2023

  .

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  03/30/2023

  .

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  03/17/2023

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*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. ↩