Citizens Insurance review: Last-resort coverage in Florida - Policygenius
Citizens Property Insurance offers last-resort coverage for Florida homeowners who can’t find home insurance with a traditional insurer. Compare rates & get quotes today.
By
Jennifer GimbelJennifer GimbelSenior Managing Editor & Home Insurance ExpertJennifer Gimbel is a senior managing editor and home insurance expert at Policygenius, where she oversees our homeowners insurance coverage. Previously, she was the managing editor at Finder.com and a content strategist at Babble.com.
Our proprietary ratings methodology takes multiple factors into account, including customer satisfaction, cost, financial strength, and policy offerings. See the “Ratings methodology” section for more details.
2.5
AM Best rating
AM Best is a global credit rating agency that scores the financial strength of insurance companies on a scale from A++ (Superior) to D (Poor).
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Cost
Using a mix of internal and external rate data, we grade the cost of each insurance company's premiums on a scale from least expensive ($) to most expensive ($$$$$).
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The bottom line
Update: In June 2023, Citizens recommended a 12% rate increase for Florida homeowners with multi-peril policies on their primary residence in a hearing held by the Florida Office of Insurance Regulation. This would leave homeowners struggling to find home insurance on the primary market to be left with no other option but paying these higher rates on their policy.
Citizens Property Insurance is Florida’s state-run insurance group that offers home insurance to Floridians who’ve been denied coverage on the private market. With nearly 1.14 million policies as of December 2022, Citizens is the largest home insurer in Florida — with 50% more policies since January 2022.
As Florida’s version of the Fair Access to Insurance Requirements (FAIR) Plan, Citizens home insurance might be a good fit if you’ve struggled to qualify for coverage due to any of the following reasons:
Multiple past claims
Located in a high-risk coastal area
Roof is 15+ years old
Home is 50+ years old
Lapse in coverage
Poor or nonexistent credit score
Although Citizens is often more expensive than home insurance through a traditional Florida company, it’s a good option for homeowners who can't find coverage elsewhere. However, due to its limited coverage options and high number of customer complaints with the National Association of Insurance Commissioners, it’s best saved as a last resort.
Provides homeowners insurance to high-risk homes that are often denied coverage by private insurers
Wind, flood, and dwelling fire insurance policies available
Sets up catastrophe response centers after natural disasters to offer in-person support to homeowners without power or means of communication
Cons
Rates are nearly 3 times higher than the national average — and the insurer proposed a 12% rate hike in June 2023
Fewer coverage options and lower limits than competitors
No online quote tool
Basic coverages offered
Citizens Property Insurance policies include these six standard coverages to protect your home, belongings, and personal liability:
Dwelling: Pays to repair or rebuild the structure of your home after a covered loss. Coverage is limited to up to $700,000, except in Miami-Dade and Monroe counties where coverage is extended to $1 million.
Other structures: Pays to repair or rebuild other structures on your property not connected to your home, including detached garages, storage sheds, and fencing. Coverage is limited to up to 60% of your dwelling coverage limit.
Personal property: Pays to repair or replace your personal belongings after a covered loss, including furniture, clothing, tech gadgets, and other stuff you own. Coverage is limited to up to 50% of your dwelling coverage limit.
Loss of usePays for hotel stays, restaurant bills, pet boarding fees, and other temporary living expenses after a covered loss if you need to live elsewhere while your home is being rebuilt. Coverage is limited to up to 10% of your dwelling coverage limit.
Personal liability: Pays for legal and medical expenses if someone is injured or their belongings are damaged while at your home and you’re found legally responsible. Coverage is limited to up to $100,000.
Medical payments: Pays for small-dollar medical bills if someone is injured while at your home — regardless of who is at fault. Coverage is limited to up to $2,000.
Additional coverages offered
Depending on your home and where you live, you might be able to add some of these additional coverage options — also known as endorsements — to your policy for an extra premium. One popular endorsement that you’ll notice Citizens insurance doesn’t offer is coverage for damage caused by water backup or sump pump overflow.
Fungi, mold, dry rot, or bacteria: Pays up to $10,000 to remove and replace parts of your home and belongings damaged by mold.
Debris removal: Pays up to $500 to remove fallen tress from your yard or a neighbor's yard after a covered storm.
Trees, shrubs, and other plants: Pays up to 5% of your dwelling coverage limit — with no more than $500 per plant — to replace trees, shrubs, and plants damaged by a covered peril.
Fire department service charge: Reimburses up to $500 in fire department service fees if they're called to your home during an emergency.
Credit or debit card, forgery, or counterfeit money: Covers up to $500 in loss resulting from the unauthorized use of your credit or debit cards.
Flood insurance: Citizens offers flood insurance coverage through the National Flood Insurance Program (NFIP), a government program run by the Federal Emergency Management Agency (FEMA).
Dwelling fire insurance: Fire insurance for properties that aren’t your primary residence, like second homes, vacation homes, or rental properties.
Wind-only insurance: Separate windstorm insurance policy that only covers your home from damage from hail and wind storms, such as hurricanes and tropical storms.
Mobile home insurance: Insures your manufactured or mobile home with the standard coverages listed in the above section.
Condo insurance: Purchased as a supplement to your condo association’s master policy, condo insurance covers your personal belongings, the interior structure of your condo unit, and personal liability.
Renters insurance: Purchased by tenants, renters insurance covers the personal belongings in your rental home or apartment against fire, vandalism, theft, windstorms, and water damage, as well as personal liability and loss of use coverage.
Hot tip: Your carport, pool enclosure, and porch might not be covered
Citizens Property Insurance doesn’t cover carports, porches or patios open to the weather, or pool enclosures if the roof is made of any of the following materials:
Aluminum
Fiberglass panels
Plastic
Vinyl
Fabric
Screening
It also doesn’t cover any gazebos, cabanas, pergolas, or other structures designed to be open to the weather.
Ratings methodology
Price
1.0/5
Citizens Property Insurance earns the lowest score possible on our price rating scale due to its sky-high home insurance rates that are three times the national average.
Customer experience
2.2/5
Citizens Property Insurance wasn’t included in J.D. Power’s 2022 overall customer satisfaction, claims satisfaction, or digital experience surveys since it’s only available in one state. This means its low customer experience score is based solely on the National Association of Insurance Commissioners (NAIC) Complaint Index Report. In 2021, Citizens Property Insurance received over triple the number of complaints than similar insurance companies of its size.
Coverage options
3.4/5
Citizens Property Insurance earns a decent score on our coverage options rating scale. Among its more noteworthy coverage add-ons are its sinkhole, mold, and ordinance or law protection, as well as its separate flood, wind-only, and dwelling fire insurance policies.
Financial strength
3.5/5
Citizens Property Insurance scores middle of the pack on our financial strength rating scale due to its A ratings with AM Best and Standard & Poor’s, and A1 rating with Moody’s. This proves the company is in a decent position financially to pay out claims in the wake of a disaster.
Citizens home insurance eligibility requirements
To qualify for home insurance coverage from Citizens Property Insurance, you need to meet one of the following eligibility requirements:
You were denied coverage from at least one standard Florida home insurance company
You qualified for homeowners insurance with a standard Florida insurer but it was 20% more expensive than a comparable policy with Citizens
Compare Florida home insurance companies before applying with Citizens
Since you need to show proof that you've been denied coverage by at least one traditional home insurance company before you can purchase a policy with Citizens, here are a few Florida home insurance companies to get quotes from first.
Rates are based on our analysis of 2022 sample home insurance quotes from across the country provided by Quadrant Information Services. Actual rates will vary based on location, policy limits, coverages, claims history, and other factors.
Get quotes from Florida home insurance companies before applying with Citizens
The average cost of home insurance with Citizens Property Insurance is $5,979 per year for a policy with $300,000 in dwelling coverage. This is nearly three times the national average of $1,754 per year.
Here’s a look at the average annual cost for Citizens Property Insurance based on different dwelling coverage limits:
Dwelling coverage limit
Average annual cost
$100,000
$2,550
$200,000
$4,256
$300,000
$5,979
$400,000
$7,886
$500,000
$9,748
Rates are based on our analysis of 2022 sample home insurance quotes from across the country provided by Quadrant Information Services. Actual rates will vary based on location, policy limits, coverages, claims history, and other factors.
What discounts does Citizens Property Insurance offer?
You can save on the cost of Citizens home insurance if you qualify for any of these discounts:
Multi-policy: If you bundle your home insurance with a Citizens flood, sinkhole, or windstorm insurance policy.
Superior construction: If your home was built with fire-resistant or wind-resistant construction.
Roof construction. Save up to 29% if your home has a hip roof, secondary water resistance shingles, or roof-to-wall wraps.
Window shutters. Earn up to 16% off the wind portion of your annual premiums if you have hurricane-proof shutters on your windows.
Protective devices. If your home is equipped with fire alarm, smoke alarm, or burglar alarm systems that are monitored by an outside company.
Sprinkler system. If your yard is fit with a sprinkler system.
Citizens Property Insurance state availability
Citizens Property Insurance is only available in Florida.
Citizens Property Insurance customer reviews
Citizens Property Insurance doesn’t have the best customer reviews on review sites including the Better Business Bureau and Consumer Affairs. Chief complaints revolve around rude customer service representatives and claims adjusters, difficulty getting claims processed and paid out, and expensive rate hikes at time of renewal.
The National Association of Insurance Commissioners (NAIC) also received a large number of complaints surrounding Citizens Property Insurance. Here’s a breakdown of the number of complaints filed with the NAIC in 2021 broken down by reason:
Reason for complaint
Number of NAIC complaints in 2021
Claims handling
758 complaints
Underwriting
84 complaints
Policyholder services
26 complaints
Marketing & sales
5 complaints
Why does Citizens insurance have such bad reviews?
One reason for this negative customer sentiment of Citizens insurance is likely due to the sheer volume of policies the insurance company writes in Florida each year.
A licensed property insurance agent in Florida who asked not to be named had this to say about Citizens property insurance and the state of the insurance industry in Florida:
“Citizens was designed to be the insurer of last resort, but because the insurance industry in Florida is so volatile and unpredictable, it has now become the recycling bin for all of the policies that are being canceled or homeowners who no longer qualify for coverage from bigger companies due to their stricter underwriting guidelines. It’s a mess — there’s a surplus of people needing insurance and not enough carriers that will take them.”
Citizens Property Insurance deductible options
Your Citizens home insurance policy might come with several different deductibles depending on the coverages you purchase:
All perils deductible: Choose a fixed-dollar amount deductible that applies for damage caused by covered perils other than named hurricanes, windstorms, or sinkholes.
Hurricane deductible: Choose from a hurricane deductible that’s $500 (only for homes insured for less than $100,000) or 2%, 5%, or 10% of the insured value of your home. This applies to damage caused by a hurricane and is only paid once during a calendar year — regardless of how many hurricanes damaged your home.
Other windstorm deductible: For wind-only policies, this is usually a fixed-dollar deductible that applies for damage caused by a windstorm, tropical storm, tornado, or hail that is not a named hurricane.
Sinkhole deductible: Usually 10% of the insured value of your home — applied solely for damage caused by sinkholes.
Find out if you qualify for Citizens Property Insurance today
Do I need an inspection to get Citizens insurance in Florida?
Citizens might require your home to undergo an inspection — or multiple ones — though it varies depending on the type of coverage you’re purchasing, discounts you’re trying to get, how old your home is, and where your home is located.
Here are a few different types of inspections you might be required to get, including whether you or Citizens will cover the cost.
Type of inspection
When it's required
Who pays for it
Exterior inspection
Varies — sometimes required to determine home’s replacement value, if you qualify for coverage, or to spot potential issues before they become problems
Citizens
Interior inspection
Varies — sometimes required to determine home’s replacement value, if you qualify for coverage, or to spot potential issues before they become problems
Citizens
Four-point inspection
If your home is more than 20 years old
Homeowner
High-value home inspection
If your home is valued at $650,000 or more
Homeowner
Roof inspection
If your roof is older than 25 years old (for shingle roofs) or 50 years old (for tile, slate, clay, concrete, or metal roofs)
If you’re trying to qualify for wind mitigation discounts
Homeowner
Sinkhole inspection
If you’re trying to purchase additional sinkhole loss coverage and either answer “yes” to questions on its application or live in one of the following counties: Alachua, Citrus, Hamilton, Hernando, Hillsborough, Lake, Manatee, Marion, Pasco, Pinellas, Polk, Seminole, Sumter, Suwannee, Wakulla, or Washington
Homeowner
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How do I get a Citizens Property Insurance quote?
To get a home insurance quote with Citizens Property Insurance, you’ll first need to prove that you were unable to find coverage with a standard home insurance company or that the coverage you did qualify for was 20% more expensive than a similar policy with Citizens. If it is, then you can get a quote from any licensed insurance agent who’s authorized to sell Citizens Property Insurance coverage.
You can click on the Start calculator button to get connected with a licensed Policygenius insurance agent who can help you compare quotes from different companies to see if Citizens is right for you.
Find out if you qualify for Citizens Property Insurance today
How do I file a claim with Citizens home insurance?
Citizens Property Insurance offers the option to file a claim over the phone or online 24/7/365.
How to file a claim online with Citizens
Log in to your Citizens account through myPolicy.
Navigate to the Claims tab.
Click Report a Claim to start the claims process.
How to file a claim over the phone with Citizens
Call the Citizens claims hotline at 866-411-2742.
Make sure you have the following information on hand: Your policy number, your contact information, damage description, and your mortgage company information (if applicable).
If you don’t have all of the information for your claim available or still aren’t sure the severity of the damage, Citizens encourages homeowners to still begin the claims process. A Citizens representative will work with you to help you fill in any missing information.
Citizens Property Insurance in the news
In January 2023, a new law passed by the Florida Legislature went into effect that requires Citizens policyholders who qualify for a private policy that's no more than 20% higher than their current Citizens policy to go with the private insurer. (Miami Today)
In December 2022, Citizens predicted they’ll have nearly 1.7 million in-force policies by the end of 2023 — the highest number of policies in their 20-year history. (Citizens 2023 Operating Budget Report)
In December 2022, Florida's Citizens Property Insurance Corporation announced its president, CEO, and executive director Barry Gilway would be retiring after over 10 years with the insurance company. (Insurance Business)
In November 2022, the Florida Legislature passed a bill that will require any homeowner with a Citizens home insurance policy to also purchase flood insurance regardless of your home's flood zone. This requirement will be phased in over the next four years, starting in April 2023 with homes in a high-risk flood zone. (E&E News)
Frequently asked questions
Is Citizens Insurance good?
Citizens Property Insurance is a good company for Florida homeowners who’ve been denied home insurance coverage through a traditional insurer. However, with high rates, limited coverage options, and low policy limits, Citizens home insurance is best saved as a last resort.
Does Citizens Property Insurance accept homes with old roofs?
You’ll typically need to replace your roof to be eligible for Citizens coverage if any of these apply to your home:
You have a tile, slate, clay, concrete, or metal roof 50+ years old
You have a shingle or other type of roof 25+ years old
You have a mobile home with a roof 25+ years old
How do I cancel my Citizens home insurance policy?
You can cancel your Citizens home insurance policy by submitting its cancellation request form online.
What is the Citizens Insurance phone number?
The phone number for the Citizens Property Insurance customer care center is 866-411-2742. Customer service reps are available from 8 a.m. to 5:30 p.m. ET on weekdays.
How do I log in to my Citizens Insurance account?
To log in to your Citizens Insurance account, go to the Citizens Property Insurance website and click MyPolicy in the top navigation bar. You’ll then need to enter your username and password to sign into your account.
How much notice will Citizens give you if they plan to not renew your policy?
Citizens Property Insurance is required by law to give you either 45 or 120 days notice of nonrenewal before the expiration date of your policy — it all depends on the reason for the nonrenewal.
Jennifer Gimbel is a senior managing editor and home insurance expert at Policygenius, where she oversees our homeowners insurance coverage. Previously, she was the managing editor at Finder.com and a content strategist at Babble.com.
