If you’re one of the hundreds of thousands of Floridians insured by Citizens Property Insurance, understanding how to navigate the claims process is more important than ever. As Florida’s state-created insurer of last resort, Citizens has undergone significant changes in recent years—from dramatic policy count reductions to a controversial new arbitration system that affects how claims disputes are resolved.

This comprehensive guide covers everything you need to know about filing and managing Citizens Property Insurance claims in Florida, including the 2025 landscape, the DOAH arbitration process, and how to protect your rights as a policyholder.

What is Citizens Property Insurance?

Citizens Property Insurance Corporation was created by the Florida Legislature in 2002 as a not-for-profit, tax-exempt government entity. Its purpose is to provide property insurance to Florida homeowners who cannot find coverage in the private market.

Key facts about Citizens in 2025:

• Policy count has dropped significantly: From a peak of 1.4 million policies in September 2023 to approximately 430,000-570,000 policies in late 2025
• Depopulation program: Private insurers are actively assuming Citizens policies, with homeowners receiving “takeout” offers
• Rate limitations: By law, Citizens’ rate increases are capped, often making it more affordable than private insurers
• Assessment risk: If Citizens can’t pay all claims after a major hurricane, assessments can be levied on policyholders statewide

⚠️ Important 2025 Update: If you receive a “takeout” offer from a private insurer, you have limited time to respond. Under Florida law, if a private insurer’s offer is within 20% of your Citizens premium, you may be required to accept coverage from the private carrier. Review all offers carefully and consider consulting an attorney if you have concerns.

How to File a Citizens Property Insurance Claim

Filing a Citizens Property Insurance claim follows a structured process. Here’s what you need to know:

Step 1: Report Your Claim Promptly

You can report claims to Citizens through multiple channels:

• Online: Through the myPolicy portal at citizensfla.com
• Phone: Call 866-411-2742 (available 24/7)
• Through your agent: Contact your insurance agent to report on your behalf

Step 2: Document Everything

Before, during, and after filing your claim:

• Take extensive photos and videos of all damage
• Create a detailed inventory of damaged items
• Save all receipts for temporary repairs and living expenses
• Keep a log of all communications with Citizens
• Obtain repair estimates from licensed contractors

Step 3: Work with the Adjuster

Citizens will assign an adjuster to inspect your property and assess the damage. Be present during the inspection if possible, and point out all areas of damage. Don’t sign anything you don’t understand, and remember that the adjuster works for Citizens—not for you.

Step 4: Review Your Settlement Offer

Once Citizens makes a settlement offer, review it carefully. Compare the offer to your contractor estimates and ensure all damage is accounted for. If you disagree with the amount, you have options (discussed below).

Understanding the DOAH Arbitration Process

One of the most significant changes for Citizens Property Insurance claims is the Division of Administrative Hearings (DOAH) arbitration endorsement. This controversial process, approved by Citizens’ board in 2022 and codified by the Legislature in 2023, fundamentally changes how claims disputes are resolved.

What is DOAH Arbitration?

Instead of resolving disputes in civil court, Citizens can send claims disagreements to DOAH—a state administrative agency—for arbitration. Key characteristics include:

• Faster resolution: Cases are typically decided in about 90 days, compared to nearly 2 years in civil court
• Lower legal costs for Citizens: Average spending per case is about $8,384, roughly 60% less than traditional litigation
• Limited discovery: The abbreviated process has fewer opportunities for evidence gathering
• Administrative law judges: Cases are heard by DOAH judges rather than civil court judges or juries

Controversy Surrounding DOAH Arbitration

The DOAH arbitration system has faced legal challenges. In August 2025, a Hillsborough County circuit judge issued a temporary injunction blocking Citizens from sending disputes to DOAH, finding that a homeowner had demonstrated a “substantial likelihood of success” on constitutional claims. However, Citizens appealed, and the arbitration system continues operating while the legal battle plays out.

Critics argue that:

• The system lacks neutrality since DOAH is a state agency
• Limited discovery disadvantages policyholders
• DOAH judges may be less familiar with property insurance law
• The compressed timeline makes it difficult to prepare complex cases

What to Do If You Disagree with Citizens’ Settlement

If you believe Citizens has underpaid or wrongfully denied your claim, you have several options:

1. Request Reconsideration

Submit additional documentation and request a review of the claim decision. Include contractor estimates, expert reports, and any evidence supporting a higher valuation.

2. Invoke the Appraisal Clause

Most Citizens policies include an appraisal provision. Each party hires an appraiser, and if they can’t agree, an umpire makes the final determination. This process focuses specifically on the amount of loss.

3. File a Department of Financial Services Complaint

You can file a complaint with Florida’s insurance regulator at myfloridacfo.com or by calling 877-693-5236. While this doesn’t guarantee resolution, it creates an official record.

4. Consult a Property Damage Attorney

Given the complexities of the DOAH arbitration system and recent legal changes, consulting an experienced Florida property damage attorney is often the best course of action for disputed claims.

Important Deadlines for Citizens Claims

Frequently Asked Questions About Citizens Insurance Claims

What happens if Citizens can’t pay all claims after a major hurricane?

If Citizens lacks sufficient funds, it can levy assessments on policyholders throughout Florida—including those insured by private companies. This is one reason state leaders have pushed to reduce Citizens’ size.

Can I stay with Citizens if I get a takeout offer?

Under current law, if a private insurer’s offer is within 20% of your Citizens premium, you are generally not eligible to remain with Citizens. For example, if your Citizens premium is $1,000 and you receive an offer for $1,190, you would need to accept the private coverage.

Is DOAH arbitration mandatory for all Citizens claims disputes?

The DOAH endorsement is included in Citizens policies. However, the constitutional validity of mandatory arbitration is being challenged in Florida courts. The outcome of ongoing litigation may affect your options.

How long do I have to report damage to Citizens?

You must report damage promptly. Florida courts have upheld claim denials when policyholders waited years to report hurricane damage. Report damage as soon as you discover it to protect your claim.

Get Help with Your Citizens Insurance Claim

Navigating Citizens Property Insurance claims in 2025 requires understanding a complex and rapidly evolving landscape. From the depopulation program to DOAH arbitration, the rules have changed significantly in recent years.

If your Citizens claim has been denied, underpaid, or delayed, the experienced property damage attorneys at Krapf Legal can help. We understand the unique challenges of Citizens claims and will fight to protect your rights.

Contact Krapf Legal today for a free consultation. Let us review your Citizens claim and help you understand your options.