June 9, 2008
2:00 PM – 4:00 PM
Teleconference Number (888)808-6959
Conference Code: 4132880

Welcome
Senator Fasano, Chairman
Roll Call
Approval of the Minutes – February 26, 2008 meeting
Review of Draft Report and Vote
Closing Remarks Chairman

Final Report

February 26, 2008

9:00 AM – 2:00 PM
Senate Office Building, Room 401, Tallahassee, Florida
Conference Dial-In Number: (888) 808-6959
Conference Code: 4132880

9:00 a.m.
Opening Remarks
Senator Fasano, Chairman

Charge of the Task Force
Reading and Approval of the Minutes (February 1, 2008 meeting – Jacksonville)

Paul A. Palumbo
Senior VP of Underwriting
Policy Administration:
Application Process
Underwriting
Inspection Criteria
Coverage A – Replacement Cost Estimator
Policy Issuance
Premium Collection- Processing
Renewal Process
High Risk Account – Multi-Peril Update

Citizens’ Consumer Services Call Centers
Citizens’ Consumer Services Call Centers  (Page 5 correction)
Robert Gofourth
Vice President of Operations
Steve Bitar
Director of Consumer Service

Consumers’ Non-Claim Concerns
Tom Terfinko, Deputy Director
Citizens’ Policyholder Forum (Bradenton)
Division of Consumer Services
Department of Financial Service

Citizens’ Daily Claims Handling
Eduardo Mareovich
Additional Living Expenses
Senior Vice President of Claims

Hurricane Claims
2004/2005 Open Claims - Update
Mediation, Appraisal, Litigation
Overview of Re-opened/ Supplemental Claims
2008 Hurricane Season – Preparedness
Curtis Hutchens
Assistant General Counsel
Eduardo Mareovich
Senior Vice President of Claims

Task Force Discussion
Other Areas of Interest
Senator Fasano, Chairman

Break

Property Insurance Appraisal Umpire Legislation
Florida Justice Association  Richard M. Benrubi & Jason Mulholland
National Assoc. of Public Insurance Adjusters  Wes Baldwin
Catastrophe Insurance Specialist  Daniel R. Montgomery
Florida Insurance Claim Resolutions  Saul Cimber

Public Testimony

Task Force Discussion

Closing Remarks:
Chairman

Next Meeting: Conference Call – TBD
Adjourn
http://taskforceoncitizensclaimshandling.org
 

February 1, 2008

12:00 PM – 4:00 PM

Citizens Training Center
8301 Cypress Plaza Drive, Suite 108
Jacksonville, Florida

Conference Dial-In Number: (888) 808-6959
Conference Code: 4132880

Opening Remarks
Senator Fasano, Chairman
Charge of the Task Force

Reading and Approval of the Minutes (October 5, 2007 meeting – Tallahassee)

Daily Claims Department
File Summary
Claims Additional Questions
Eduardo Mareovich
Citizens Property Insurance Corp.
Senior Vice President of Claims

Consumers’ Daily Claim Concerns
Marta Arrington, Director
Department of Financial Service
Division of Consumer Services

Office of the Internal Auditor
Joyce Bellows
Citizens Property Insurance Corp.
Chief of Internal Audit

Insurance Agent Training – Update
Susanne K. Murphy
Citizens Property Insurance Corp
Executive Vice President

2004/2005 Open Claims - Update
New and Re-opened Claims
Curtis Hutchens
Citizens Property Insurance Corp.
Assistant General Counsel

Public Testimony

Task Force Discussion
Senator Fasano, Chairman

Next Meeting – February 26, 2008
9:00 AM – 4:00 PM
Senate Office Building, Room 401
Tallahassee, Florida

Closing Remarks
Chairman

http://taskforceoncitizensclaimshandling.org
 

October 5, 2007

9:00 a.m. – 4:00 p.m.
Cabinet Room, The Capitol (Lower Level), The Capitol

Roll Call

Welcome
General Milligan, Chairman
Charge of the Task Force
Approval of the Minutes – August 1, 2007 conference call

2004/2005 Open Claims - Update
2004/2005 Hurricane Claims Opened or Reopened Since June 18, 2007
Citizens Claims Workload for 2004/2005 Hurricanes
Curtis Hutchens, Esquire
Assistant General Counsel
Mediation, Appraisal and Litigation
Citizens Property Insurance Corp.

Independent Adjusters – Update
David Emery, Executive Vice President Operations
Citizens Property Insurance Corp.

Insurance Agents – Update
Susanne K. Murphy, Executive Vice President
Citizens Property Insurance Corp.

Office of the Internal Auditor - Update
Susanne K. Murphy, Executive Vice President
Citizens Property Insurance Corp.

Daily Claims Department
David Emery, Executive Vice President Operations
Citizens Property Insurance Corp.

Statute of Limitations
Lauri Goldman, Senior Attorney
Office of the Insurance Consumer Advocate

Proposed Legislation: Public Adjusters
Summary of Public Adjuster Legislation
Terry Butler, Senior Attorney
Office of the Insurance Consumer Advocate

Proposed Legislation: Property Insurance Loss Appraisers
Summary of Appraiser Legislation
Terry Butler, Senior Attorney
Office of the Insurance Consumer Advocate

Task Force Discussions
General Milligan, Chairman

Closing Remarks
Chairman

As we are all aware, the Legislature is in Session this week. The agenda items above are in tentative order. We ask your indulgence to take up matters affecting proposed legislation at the time our Legislator Members are available. We will take up other items in order, but need to remain flexible for when we discuss the proposed legislation items. Thank You

http://taskforceoncitizensclaimshandling.org

 

September 1, 2007

Independent Adjusters – Training Update
Following verification from 42 of the 45 contracted independent adjusting firms that training had been delivered to 6,214 adjusters, Citizens launched online training registration which included videos of all 13 training presentations provided during the July Train-the-Trainer class.

Citizens has launched this online training in an effort to ensure that the independent adjusting firms actually delivered the training required of them in July and to deliver additional training courses. 13 of these online courses contain the same curriculum that was already provided to the 45 independent adjusting firms.

Since it went live on August 13th, the first four complete online classes have been launched. 2,749 adjusters have registered to either complete the training or to provide the required documentation proving that they have already been trained. These registrants have supplied the documentation to verify an aggregate of 29,511 course completions either via live training delivered by their firms or through completion of the completed online classes. The first required online course which focuses on ethics has been added to the system and completion is required by all adjusters prior to working claims for Citizens.

August 1, 2007
Teleconference Number (888)808-6959 Code: 4132880
10:00 a.m. – 12:00 noon

Roll Call

Welcome
General Milligan, Chairman
Charge of the Task Force
Approval of the Minutes – June 28, 2007 meeting

2004/2005 Open Claims - Update
Curtis Hutchens, Esquire
Assistant General Counsel
Mediation, Appraisal and Litigation
Citizens Property Insurance Corp.

Independent Adjusters – Update
Bill Steelman
Citizens Property Insurance Corp.
Claims Quality Assurance

Insurance Agents – Update
Susanne K. Murphy
Citizens Property Insurance Corp.
Executive Vice President

First Report - Other Areas of Interest
General Milligan, Chairman

Task Force Discussions
General Milligan, Chairman
Closing Remarks Chairman

Next Meeting:
October 5, 2007 (Friday)
9:00am – 4:00 pm
Senate Office Building, Room 401 or Cabinet Room (Lower Level)
Tallahassee, Florida

http://taskforceoncitizensclaimshandling.org

June 28, 2007
Senate Office Building, Room 401, Tallahassee, Florida
Teleconference Number (888) 808-6959 Code: 4132880

9:00 – 9:30 a.m.
Welcome
General Milligan, Chairman
Charge of the Task Force
Approval of the Minutes – June 4, 2007 meeting

9:30 – 10:00 a.m.
Action Plan
Tim Loftin, Senior V.P. of Claims
Citizens Property Insurance Corp.
Independent Adjusters Training

10:00 – 10:30 a.m.
Public Testimony

10:30 a.m. – 12:00 p.m.
First Report
General Milligan, Chairman
Task Force Discussions

12:00 – 1:00 p.m. Lunch
(Cafeteria is located on the Lower Level of the Capitol)

1:00 p.m.– TBD
Draft First Report
General Milligan, Chairman
Task Force Discussions
Closing Remarks, Chairman

http://taskforceoncitizensclaimshandling.org

June 19, 2007
Nova Southeastern University
Rose and Alfred Miniaci Performing Arts Center
3100 Ray Ferrero Jr. Boulevard, Ft. Lauderdale, FL 33314

2:00 – 2:10 p.m.
Welcome and Introductions
Charge of the Task Force
Chairman Bob Milligan
Insurance Consumer Advocate

2:10 – 2:15 p.m.
Citizens’ Consumer Concerns
Quarterly Policyholders Meeting
Victoria Williams
Outreach Coordinator- Palm Beach
Department of Financial Services

2:15 – 4:00 p.m.
Public Testimony

4:00 p.m.
Closing Remarks - Chairman
_______________________________________________________________________

6:00 p.m. Call to Order – Chairman

6:00 – 6:10 p.m.
Welcome and Introductions
Charge of the Task Force
Chairman Bob Milligan
Insurance Consumer Advocate


6:10 – 8:00 p.m.
Public Testimony

8:00 p.m.
Closing Remarks - Chairman


Website: http://taskforceoncitizensclaimshandling.org

Next Task Force Meetings: June 21, 2007 ( 10:00 – 12:00 )
Conference Call: (888) 808-6959
Conference Code: 4132880
June 28, 2007 ( 9:00 – 4:00 )
Senate Office Building, Room 401
Tallahassee, FL
 

June 13, 2007
2:00 p.m. – 8:00 p.m.
Pensacola Junior College
Hagler Auditorium, Building 2, Room 252
1000 College Blvd., Pensacola, Fl 32504

2:00 – 2:20 p.m.
Welcome
Chairman Bob Milligan
Insurance Consumer Advocate
Charge of the Task Force

2:20 – 2:30 p.m.
Consumer Issues – Pensacola
Cliff Long
Outreach Coordinator
Department of Financial Services

2:30 – 4:00 p.m.
Public Testimony

6:00 – 6:15 p.m.
Welcome
Chairman Bob Milligan
Insurance Consumer Advocate
Charge of the Task Force

6:15 – 7:45 p.m.
Public Testimony

7:45 – 8:00 p.m.
Task Force Discussion

Closing Remarks – Chairman

Website: http://taskforceoncitizensclaimshandling.org

Next Public Hearing: June 19, 2007 – Nova University
Rose and Alfred Miniaci Performing Arts Center
3100 Ray Ferrero Jr. Blvd.
Ft. Lauderdale, Fl 33314
 

June 4, 2007
9:00 a.m. – 4:30 p.m.
Senate Office Building, Room 401, Tallahassee, Florida
Teleconference Number (888) 808-6959 Code: 4132880

9:00 – 9:30 a.m.
Welcome
General Milligan, Chairman
Charge of the Task Force
Approval of the Minutes – May 21, 2007, meeting

9:30 – 10:00 a.m.
CAT Claims Processing Flow 2004/2007
Tim Loftin, Senior V.P. of Claims
Citizens Property Insurance Corp.

10:00 – 10:15 a.m.
Hurricane Mediation -- Department of Financial Services
Elizabeth Teegen, Esquire
Senior Executive Attorney

10:15 – 10:30 a.m.
Hurricane Mediation -- Collins Center
Mark S. Pritchett
Executive Vice President

10:30 – 10:40am
Mediation Review -- Office of the Consumer Advocate
Steve Alexander, Actuary

10:40 – 10:50 a.m.
Break

10:50 – 11:50 a.m.
Appraisal Process -- Hurricane Claims Resolution
Citizens Property Insurance Corp.
Curtis Hutchens, Esquire
Assistant General Counsel

12:00 – 1:00 p.m.
Lunch (Cafeteria is located on the Lower Level of the Capitol.)

1:00 – 1:30 p.m.
Litigation Issues
Merlin Law Group
William “Chip” Merlin, Jr., Esquire

1:30 – 2:00 p.m.
Florida Association of Public Insurance Adjusters
Public Adjusters Florida Statute - 626.854
Florida Administrative Code - Rule 69B
Mark Boardman, Past President
Raymond Altieri, First Past President


2:00 – 2:30 p.m.
2004/2005 Hurricane Issues & Recommendations
Department of Financial Services
Tom Terfinko, Assistant Director
Division of Consumer Services

2:30 – 2:45 p.m.
Break

2:45 – 3:15 p.m.
Citizens Consumer Services
Steve Bitar, Assistant Director
Agent & Consumer Services

3:15 – 3:30 p.m.
Internal Controls: Procurement Process & Office of the Internal Auditor
Office of the Internal Auditor 627.351(6)(h)
Citizens Property Insurance Corp.
Susanne K. Murphy, Esquire
Executive Vice President
Beth Brenneis, External Auditor
Carr, Riggs & Ingram


3:30 – 4:00 p.m.
Public Testimony

4:00 p.m. 
Task Force Discussion

Closing Remarks – Chairman

Web site: http://taskforceoncitizensclaimshandling.org

Next Meeting:
June 13, 2007
Pensacola Junior College, Hagler Auditorium, Building 2, Room 252
1000 College Blvd, Pensacola, Fl 32504

May 21, 2007

Minutes

9:00 a.m. – 3:00 p.m.
Citizens Claims Center - 8301 Cypress Plaza Drive, Suite 108
Jacksonville, Florida 32256

9:00 – 9:25 a.m.
Welcome and Introductions
Bob Milligan, Insurance Consumer Advocate
Charge of Task Force

9:25 – 9:40 a.m.
Government in the Sunshine
Public Records and Ethics
Elizabeth Teegen, Executive Senior Attorney
Legal Services
Department of Financial Services

9:40 – 9:50 a.m.
Citizens Property Insurance Corp.
Bruce Douglas, Chairman of the Board of Governors
Citizens Property Insurance Corp.

9:50 - 10:15 a.m.
Citizens Property Insurance Corp.
Policyholders Declarations of Rights
The History of Citizens
Susanne Murphy, Executive Vice President
Citizens Property Insurance Corp.

10:15 – 11:45 a.m.
Citizens Property Insurance Corp.
Claims: Overview
Tim Loftin, CPCU, AIC, Senior Vice President of Claims
Citizens Property Insurance Corp.
Catastrophe - Rick Larson
Daily Claims - Ray Walton
Field Operations - Jeff Lambert

12:00 a.m. - 1:00 p.m.
Lunch

1:00 – 2:00 p.m.
Claims (cont.)
Special Investigations - Joe Theobald
Claims Programs - Bill Hughes
Quality Assurance - Bill Steelman

2:00 – 2:30 p.m.
Public Testimony

2:30 p.m.
Task Force Discussion
Proposed Meeting Schedule
Agenda June 4, 2007
Future Presentation Topics / Issues

Closing Remarks – Chairman of Task Force

Website: http://taskforceoncitizensclaimshandling.org

Next Meeting:
June 4, 2007
The Capitol, Senate Office Building, Room 401, Tallahassee