ComplaintsforCitizens Property Insurance Corporation

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  03/14/2023

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• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  03/02/2023

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• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 26,2022 I had lightning strike my home and due to the amount of rain that week the roof in my kids bathroom fell in. I went on the roof and patched the hole as best I could and contacted my Insurance company. They sent someone out and I let them know that we were sleeping and got woken up by lighting strike in the middle of the night. Several of our electronics were fried and we showed them evidence of that. Our roof was under a year old! When they told us the claim had been denied I was mortified. They claimed that it was denied because there was no evidence of a lightning strike! They said it was due to an animal chewing through the roof! Are you kidding me? It was on the second floor! On top of all that my insurance premium went up $700 a month! I dont see what I'm paying for! They are thieves! They dont even pay out when we have a legitimate claim! I just received a call from them threatening to drop me if I dont get my roof fixed on top of all that! Citizens claim number: ************* Citizens policy number: ******** Date of loss: ****** *** ****

  Business response

  03/09/2023

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  Customer response

  03/19/2023

  [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 have not received any response from the company. I find this insulting. There is a reason they choose to respond like this. They want to avoid the BBB so that they do not further tarnish their already horrible reputation. 

  Regards,

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

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My insurance agent obtained a policy from Citizens for me that took affect on November 4, 2022. My mortgage company did not issue the policy payment until January 27, 2023. I received notice on February 3rd that Citizens had recinded the policy, effective November 4, 2022 due to initial premium deposit not made. My agent contacted Citizens on February 16th to appeal this decision without success. As a result, Citizens offered me a more expensive policy with much less benefits, which at this point, I felt I had no choice but to accept in order to get my home insured. I feel that the company has treated me unfairly due to circumstances out of my control.

  Business response

  03/02/2023

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• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Insurance claim filed 9/29/2022. Last communication with desk adjuster, ******* ********* was on 1/3/2023 via a text message. Line item estimate for damage was obtained by ******* as requested. ******* advised once he had the line item estimate, everything would be resolved. The water damage that our home sustained has still not been resolved and our claim is now closed. Early on in the claim we were told the water damage wasn't going to be covered due to there not being a hole for the water to come in through. However, due to the category 4 hurricane, and the wind gusts at nearly 155mph, damage was caused to the exterior door which allowed the rain to come into the home. Water never came in through the door before the hurricane. The door and the frame around it were damaged in the storm, allowing the water to come in. This has been explained to nearly every employee we have spoken to. We are still living with mold in our home. Today when I finally got through to the Resolution Department, I was told I would be transferred to the desk adjuster again. This time the representative didn't even bother putting me on hold. She continued to breathe into the phone for 4 minutes, then disconnected the call.

  Business response

  02/21/2023

  Please see attached

  Customer response

  02/21/2023

  [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: We had wind-driven water damage to our home and Citizen's is refusing to pay. We did not have a flood. We had a category 4 hurricane with winds constantly pounding on our doors. The door that the water came through did not have damage prior to the hurricane. Water did not enter our home through the exterior door prior to the hurricane, but it does now. The hurricane created the issue with the door. Therefor, our insurance should be paying to restore to door to pre-hurricane condition.

  Regards,

  ***** *****

  Business response

  03/02/2023

  .

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I file complaint Citizens Property Insurance Corp policy # is ******** They are Changing agreement. 9-26-22 I had a 4-point inspection through a separate business. In 10-2022 I a homeowners ins policy with Citizens through **** *** ********* LLC / Allstate they gave a quote & I went to pay in full and they raised the price $132 above my quote that we agreed on I went ahead and paid it in full as I needed insurance. I paid in full received my policy in the mail. 11-2-22 I received email notice that a person would be coming and doing an outside inspection. They came over a month later. Then I received a bill to pay $281 said that the person i dealt with made an error & they fired her. After 3 weeks of contacting **** *** at Allstate he finally called me back and said that they were going to cancel that bill cause the person made a mistake and they fired her (***** ******). 12-22-2022 Then everything was fine I received email from **** *** stating that they paid the $281. 1-12-23 I receive an email from Allstate *** *** stating they are giving me from 1-12-23 until 2-4-23 to remove all trees away from house and 2 sheds or they are cancelling my insurance. This is insane why did they take my 4-point inspection. home details, money payment in full and give me policy and now almost 3 months later tell me they are going to cancel my policy if I don't cut trees down and then only give me less than 3 weeks to do so. This will cost over $10,000 to remove trees, they had my inspection they could have told me this then and I would have shopped else where I don't have that kind of money to be able to keep my insurance policy. I want someone to call me please. I have all emails texts and documents. This is a scam to hurt me. I am also filing with the BBB on both of these companies. I am also filing a complaint against **** ********* **** *** ********* LLC Allstate Insurance Company ****** ******* ****** ** ***********, ** ***** Contact: (**** ******** Fax: (**** ********

  Business response

  01/26/2023

  Please see attached

  Customer response

  01/31/2023

  [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 not rejecting response YET I do not want this case closed until everything has been handled with my concerns, all I have at this point is what Allstate agent tells me and a letter from Citizens and neither one seem to be on the same page There is no way to talk to anyone at Citizens much less the person Richard Anderson that sent me the letter so I can make sure he gets everything he needs.

    So now as of yesterday 1-30-23 Allstate informs me that Citizens has requested a re-inspection, but I have no verification of that I am told that someone should call me this week to notify me they will be coming.

  All I want is my insurance not to be cancelled I have done everything that they have requested I have paid over 15,000 to have all trees cut down and have removed debree and hav3e removed trampoline from property to the dump and have sent signed testified letter that these things have been done.  I am told that Allstate agent has sent to Citizens all of my updated photos and replies to show I have done as requested.

  So, I am told now just to sit and wait for a call but however my CANCELLATION IS DUE 2-4-23 YES, I am a bit unsettled.

  Regards,

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

  Business response

  02/09/2023

  Please see attached

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a homeowners insurance claim on November 16th. A pipe outside of my prematurely born, twin girls nursery room broke leading to flooding in their room and mold build up in the surrounding area. My adjuster, ******* *****, has been providing me with false information regarding my options and I felt bullied into selecting the Citizens led repair program known as their MRP program. As soon as I opted out of the program, December 15th, I received zero communication from ******* until yesterday. Yesterday she told me that she will no longer be the adjuster on my case and that someone else would be contacting me. In addition to this, ******* had told me that in order for me to get the mold remediation covered by insurance, the company would need to do all of the work first and then Citizens would review the mold claim for coverage. I have paid $10,000 to the mold remediation company for the mold to be removed from my house as this was a health risk for my family. When I spoke with Citizens yesterday they mentioned there was no claim filed for mold remediation on my record. I was also told that I could have had Citizens pay for the remediation first before I paid anything which was the exact opposite of what I was told from my adjuster, *******. I have been lied to throughout this process and overall feel bullied. I do not feel like my insurance company has my best interests at heart.

  Customer response

  01/18/2023

  To Whom It May Concern,

   

  I'd like to formally rescind my complaint with Citizens Property Insurance Corporation, as they have since followed up with me and expedited the review process of my claim. It may have taken a BBB complaint, but the management team at Citizens (****) have contacted me and have made things right.

   

  Thank  you for your assistance in this matter.

   

  Best,

  ****** *****

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

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We filed an online claim with Citizens on October 3rd, 2022 for damage to our home from Hurricane Ian. Our “desk adjuster”, ***** ******* reached out to us on October 8th and sent us an email so we could forward him our out-of-pocket expenses on food loss and additional living expenses. We emailed him back that information on October 13th. On October 15th we received a call from Citizens advising he was our “fast track adjuster” he told us to email him photos of our damage and he’ll get us paid for our damage. We told him no, someone needs to come to our home to inspect and you can’t pay us for something when measurements are required. On October 21st, ******* ***** came to our home and showed him all the exterior damage around our home along with the interior damage. ******* got his pictures, and measurements, and said we’ll hear something from Citizens in a couple of weeks. We emailed ***** on November 1st, to get a status and we didn't receive a response, we emailed him again on November 3rd, and finally received a response on November 4th. We received our claims checks on November 9th. We reviewed ********* estimate that he wrote on our home and saw he missed a bunch of damaged areas on our home and other discrepancies that we didn’t agree with the amount. We emailed ***** our concerns and questions about the estimate along with photos and receipts for where we just had stuff done to our home. There were also discrepancies in checks and how they were made out to. We emailed ***** again on November 16th and 20th, December 3rd and 5th, and still NO response. We tried contacting ***** by phone and can not get a callback and he NEVER answers his phone. We’ve tried calling Citizens to get *****’s supervisor's name and were told only a message can be sent to a supervisor. As of today, December 6th, no response from a supervisor. We sent an email w/ the email thread that we’ve been sending ***** to Claims.******************************, and as of today- NO response.

  Business response

  12/21/2022

  This is in regard to ****** ****.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have filled out paperwork to cancel this policy 3 times effective at renewal 10/5/2022. They requested money from my mortgage company. 2 policies were now paid and my escrow is short thousands. I was told I would be sent a check by a citizens employee. I first requested cancellation last august. This is the third cancellation request in over 3 months. This is fraud.

  Business response

  12/05/2022

  This is in regard to ******* *****.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are a condominium that has been desperately trying to get our sinkholes fixed. Citizens has been giving us the run around for a very long time. Many years ago Citizens admitted that we had confirmed sinkholes, but still has not repaired them. Out of eight buildings they have done the underground remediation work on just one building. The attached picture is an example of a crack in the building that they have left us to repair ourselves along with many other sinkhole issues. Citizens did the below ground work for this one building, but they have not done anything to remediate the above ground damage for this building and no work has been done to stabilize the seven other sinkhole buildings. Every step of the process see** to be a stall tactic. Recently, we were under the belief that Citizens would actually make the repairs, but everything see** to be a stall game with them. They specifically told us that we needed to pick our remediation company and they could have nothing to do with the selection process. Now, months later after receiving the remediation contracts that they asked us for, they're telling us that we have to use a specific company that they work with instead. This is so frustrating. Everything see** to be a stall game with them. I'm beginning to think that they're just waiting for this issue to simply "sink" away.... Bottom line, we are a community that has paid our insurance and we desperately need our insurance company to help us, but they are not. We are left living with caution signs throughout the neighborhood, deep holes in the ground, cracked buildings, water intrusion from the cracks in the buildings, uneven floors, gaps in our entry ways...As a whole the community does not feel safe in their homes. We continue to put Band-Aids on the sinkhole issues, but we need Citizens to stop giving us the run around and actually take care of these sinkholes once and for all.

  Business response

  12/01/2022

  This is in regard to **. **** **** ******

*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. ↩