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Policyholder Declaration of Rights |
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There is created a Declaration of Rights for Citizens Property
Insurance Corporation so that policyholders and applicants
receive quality customer service and are treated with the utmost
respect, courtesy, and professionalism. Policyholders and
applicants of Citizens should expect:
(A)
The Right to Courteous, Prompt, and Professional Customer
Service
Citizens will implement this right by the following:
(1) Providing quality customer service to policyholders,
applicants and agents, and will communicate and emphasize this
expectation to our employees, agents, and vendors.
(2) Providing telephonic, electronic and written means for
consumers to contact Citizens directly with inquiries,
questions, or complaints.
(3) Answering telephone calls, emails and letters with
knowledgeable and professional responses in a timely manner.
(4) Developing, implementing and maintaining specific methods
for responding to and resolving consumer complaints, including a
method for escalation of unresolved complaints to supervisors
and other decision makers.
(5) Maintaining a unit responsible for receiving and responding
to consumer complaints, which unit or division is the sole
responsibility of a Senior Manager of Citizens.
(6) Tracking and monitoring consumer complaints and issues, and
report any trends or problems to the Senior Manager.
(7) Continuing to provide customer service education for
employees.
(8) Developing and implementing customer service measures with
respect to timeliness, responsiveness, accuracy of information,
and customer courtesy, and we will monitor, evaluate and enforce
employee performance of such service.
(9) Refunding return premiums due to policyholders promptly.
(B)
The Right to Fair, Prompt and Professional Claims Service
Citizens will implement this right by the following:
(1) Providing quality claims service to our policyholders and
will communicate and emphasize this expectation to adjusters and
employees.
(2) Providing consumers with directions on how to report claims
in case of a loss.
(3) Ensuring our insurance adjusters are licensed under Florida
law.
(4) Providing fast, fair, honest and accurate claims service.
(5) Providing a method for a consumer to contact us regarding
issues with their claim.
(6) Monitoring the service levels of our adjusters and claims
professionals.
(7) Ensuring there are sufficient personnel to accomplish
processing customer claims and achieve other corporate
responsibilities.
(C)
The Right to Prompt, Professional Service from your Citizens’
Insurance Agent
Citizens will implement this right by the following:
(1) Appointing only agents that are licensed under Florida law.
(2) Educating our agents so they can provide knowledgeable and
professional service about our products.
(3) Providing a method for consumers to report problems with an
agent.
(4) Investigating and responding to complaints about an agent in
a timely manner.
(5) Allowing consumers the right to choose among Citizens’
appointed insurance agents.
(6) Developing and monitoring customer service standards for
agents who provide service to policyholders and applicants.
(7) Auditing our agents’ performance, and if violations are
discovered, disciplining such agents as necessary to ensure that
agents perform according to Citizens’ underwriting guidelines
and customer service expectations.
(8) Instructing our agents to provide a customized quote if
requested by a consumer.
(9) Instructing our agents to explain the coverage offered by
our policies.
(D) The
Right to Know about Citizens, our Products, and our Services
Citizens will implement this right by the following:
(1) Working cooperatively with the Department’s Division of
Consumer Services, the Office of Insurance Regulation, and the
Insurance Consumer Advocate to communicate and educate consumers
on Citizens’ procedures and major issues of concern, such as
upcoming rate increases or changes in underwriting rules.
(2) Developing education and communication tools to inform
policyholders and applicants about our products and services and
methods to lower their premiums, including information about
windstorm mitigation credits and deductibles.
(3) Including a checklist of coverage with our policies.
(4) Advising policyholders of renewal premiums in advance.
(5) Providing policyholders with advance notice in case of
cancellation or nonrenewal. |
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TASK FORCE ON CITIZENS
PROPERTY INSURANCE CLAIMS HANDLING AND RESOLUTION
Staffed by
FLORIDA DEPARTMENT OF FINANCIAL SERVICES |
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