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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Citizens insurance comp is not responding to my flooding inside bathroom and living roomBusiness response
06/02/2022
I apologize for the delay. This was sent regular mail on May 21,2022. Here is the response attached.
******* ******* ********
Customer response
06/02/2022
********** ********
I am rejecting this response because: I’m not able to retrieve this message !
Regards,
***** *************
Initial Complaint
04/07/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I sold my house on 2/22/22 and my mortgage company had prepaid my next years premium. I gave my agent the closing disclosure right away and couldn't even get the check sent out until 3/23/22! To make matters worse, here we are 3 weeks later and still no refund check from them. When I called them, they said I had to wait 2 MORE WEEKS before they'd even cancel the first check and send me a new one. Ridiculous.Business response
04/14/2022
Please see the attached response for BBB Complaint # ********.Initial Complaint
01/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Claim was initially filed in June of 2021. Claim# **************. We have been living in our home with holes in the ceiling and walls, and mold for several months now. We were told that the process should only take max 90 days. All we are missing is one final step which is re-issuing of a check to get started with the mold remediation. The insurance adjuster and supervisor do not have the courtesy to call back when you are asking for an update. All we want is to have our home repair.Business response
01/27/2022
Good morning *****,
Please see the attached response.
Thank you.
Customer response
01/27/2022
[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 ********, and find that this resolution is satisfactory to me.
Regards,***** **********
Initial Complaint
12/01/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
1St Complaint: Citizens sent me a letter that they are cancelling my appointment within 30 days of the letter 11/11/2021 which to me should be 12/11/2021. I received an email saying my appointment will terminate on 12/4/2021. I sent an email and made various of calls with no success. Not helping me to resolve the issue. 2nd complaint: I call citizens to check on a customer and they told me they are removing the wind mitigation credits because the WM is signed by a different person. When I check all documents on the policy there is only one signature by the customer to compare too and its docusign. They have nothing to compare it too and will not allow me to speak with a manager. Citizens makes it hard for the Agents in the state of Florida and that is why most agent does not want to deal with them and hates them. But its a government/State insurance. Now I have to tell my customer to sign again but my appointment is going to be terminated.Business response
12/13/2021
Please see the attached response.Business response
12/13/2021
Please see the attached follow up response. I spoke with the agent by phone and sent her a response by email.Customer response
12/17/2021
[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 ********, and find that this resolution is satisfactory to me.
Regards,******* *****
Initial Complaint
11/16/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
see Attached documentBusiness response
11/22/2021
Please see the attached responseBusiness response
12/01/2021
Please see the attached response.Customer response
12/02/2021
[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 ********, and find that this resolution is satisfactory to me.
Regards,***** *******
Initial Complaint
11/03/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company charge my mortgage company after an agreement on the cost of homeowners insurance, with out comunicating and getting an approval or denied the charges this looks like a common practice and needs to be stoppedBusiness response
11/08/2021
Please see the attached response. A response was sent to the policyholder under a separate letter.Initial Complaint
10/25/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
My insurance with Citizens (Policy ********-1 commenced on June 21, 2021. From that time until July 2021, Citizens increases my Insurance from $3441 to $5016 without notifying me and charging me a $347 additional premium. On July 30, 2021, I notified my agent about this and found out Citizens increased the Dwelling and Personal Property amount, thus increasing the premium. Sent a Letter at the request of my agent to lower the Dwelling and Personal Property and I did and on 7/21/21, received the revised Policy from Citizens back to a lower Dwelling of $220,000 and $55,000 Personal Property amount and my Premium from $5016 to $4148. August 20, 2021, my agent confirmed that the lower premium was approved by Citizens. Again, Citizens continues to charge me $347 on August 30th. Find out from my Agent that the lower Premium was ever changed to the lower premium which was revised on July 21, 2021, was never changed. On 9/27/21, Citizens sent me a check for $1,072 with no explanation. So, when I got back from Virginia, for the death of my brother, I find out the check was for my cancelled Citizens Policy. My Agent argued and the request to remove that surcharge was supposed to be removed in 48 hours and my agent advised not to cash the check which I didn't. Finally, on October 19, 2021, I go to the Citizens website and it shows cancellation of Policy. My agent spent a lot of time with Citizens to no avail. They did not want to bother to correct the error they made in the first place. This is what a Statewide Insurance Company does to Floridians. Florida is already screwed since all the Insurance Companies will not cover Floridians and you have to rely on Citizens. This is not the first time I had to deal with Citizens. I am contemplating in seeking legal recourse because Citizens revised my Policy when asked and it was their error that they didn't correct their mistake in the first place.Business response
11/08/2021
Citizens' response is attached.
Thank you.
Customer response
11/23/2021
[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: In the package I received in response, Citizens since the issuance of my Policy was bound on June 21, 2021, for $220,000 replacement value and paid an initial payment of $1,673.00 dollar and which a premium cost of $4,148.00. So my policy begin on July 21, 2021. In the explanation, on July 26, 2021, Citizens underwriting without my knowledge issues a revised policy adjusting RCE value to $265,000 and increased my Policy cost to $5,016.00. I have a thread with communications with my agent about this increase. This was done without my approval or request. Citizens because of their error issued me an invoice for $347.00 which was the additional to my quarterly installment amount that was increase by Citizens underwriting. My Agent with a letter from me notified Citizens to lower the Coverage A value to $209,000 from $265,000, effective August 2, 2021. Through all these errors Citizens wanted me to pay the additional $347.00 when they were informed that this was an error. So on September 8, 2021, Citizens canceled my Insurance and while I was attending to my bothers illness and eventual Death, I did not have Insurance on my Home because Citizens canceled my Policy because of there error. Then I'm advised that if I send the check they sent me $1072.00 back through their error they will reinstate my Policy. Since I was without insurance for over 2 month, they never explained how sending the my back and reinstating the Policy told me how sending the money would cover the loss time that I didn't have Insurance to my home. What would have been the installment after no insurance for over two month. I called Denise Shiley to acquire an satisfying explanation but since it was closed to 5PM was not available for her call. Not once did Citizen accept the blame for their error. I have been communicating with my Agent since August about this Policy. Since my Policy officially ended on November 22, 2021. I want the notes from Citizens through my request to the CEO, ***** ******, President, ******* ********, Records Custodian for the Policy.
Regards,
******* *****
Business response
12/07/2021
Citizens' response is attached.
Thank you.
Initial Complaint
10/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am the personal representative of the estate of *** ******, a ******* resident who passed away on *******. *** had property insurance coverage with Citizen's Insurance of Jacksonville, Florida. I attempted to notify his insurance agent, ****** ******, of *********, FL, of ***'s passing via telephone but received no return call from Ms. ******. I then contacted Citizen's directly and submitted a cancellation request via email on 7/24/21. Citizens responded via email on 7/29/21 offering condolences on ***'s passing and requesting a copy of ***'s death certificate. I emailed ***'s death certificate to Citizens on 8/13/21 requesting cancellation of his policy immediately or, if possible, effective *******. No response was received from Citizens to my 8/13/21 email. I have now received correspondence from Citizens that was addressed to *** ****** advising that his policy was cancelled effective 9/24/21 for non-payment of premium. Citizens inaction in this matter is inexcusable!Business response
10/14/2021
From: Customer Care <*****************************>
Sent: Thursday, October 14, 2021 10:57 AM
To: ******.**************
Cc: Info <*****************>
Subject: Policy ******** ******* ******, Better Business Bureau Inquiry ********Good morning **** ******:
We received an email from the Better Business Bureau regarding the cancellation of the policy ********, for ******* ******.
We are very sorry that you have experienced a loss.
This was referred to our Underwriting Department for review. The policy name was changed to the Estate of ******* ******.
The policy has been cancelled effective ***** *** ****, as requested.
I have attached a copy of the Notice of Cancellation. A refund will be issued.
We apologize for the difficulty you have experienced.
I hope the information I have provided is helpful.
If you have questions, you may reply to this email. Our Customer Care Center is also available to assist at ************, Monday through Friday, from 8 a.m.-5:30 p.m. ET.
******* ******** | ******** ************** ************** **
Consumer and Policy Services
Citizens Property Insurance Corporation
*** **** *** ******* ***** ****
************* ** *****
This email and any attachments may contain confidential material and is solely for the use of the intended recipient(s). If you have received this email in error, please notify the sender immediately and delete this email. If you are not the intended recipient(s), you must not use, disclose, disseminate or distribute this email or any information contained in this email. Citizens Property Insurance Company does not guarantee that this email or any attachments are free from viruses or 100% secure. Unless expressly stated in the body of the text of the email, the information in this email is subject to change without notice and is not intended to form a binding contract.
Customer response
10/15/2021
[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 ********, and find that this resolution is satisfactory to me.
Regards,**** ******
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